Complaints

This profile includes complaints for Donatos Pizza's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Donatos Pizza

  935 Taylor Station Rd Columbus, OH 43230-6657

  
• 

  Donatos Pizza

  527 Hebron Rd Heath, OH 43056-1442

  
• 

  Donatos Pizza

  350 Norton Rd Columbus, OH 43228-1731

  
• 

  Donatos Pizza

  2922 Noe Bixby Rd Columbus, OH 43232-5262

  
• 

  Donatos Pizza

  4405 Alum Creek Dr Columbus, OH 43207-4522

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've never had an issue with ordering delivery from Donatos Pizza in *************, ** until I placed a delivery order with them on June 29, 2025.The order I placed on the aforementioned date consisted of 2 large pizzas, 1/2 order of Asiago Bread, and 1 Italian Side Salad. This order was placed online via Donatos' official website. And as I've always done, I requested my order be delivered ASAP. When it was nearing the estimated time for my order to arrive, I received a text from Door Dash, informing me that Donatos refuses to release the order and hadn't even begun making it yet! When I asked why, he said Donatos claimed I had asked my order be made at a later time. That is false: I ALWAYS have my delivery orders arrive ****. I distinctly requested this particular order ASAP as well. Also, f I had set the order to be delivered at a later time, why was Door Dash at the restaurant that early to pick it up? Unsure why your staff decided to hold up my order that long then tried to blame me for it, but that wasn't a good look for you. I nearly cancelled the order, but decided since Door Dash was already at the restaurant, I opted to hang tight. After making us go through this needless wait for our delivery , when it finally arrived, the Italian Side Salad was MISSING! After making me wait for no reason & for a ridiculous amount of time, Donatos screws up the order!I issued a complaint on their website, I've left them reviews on Yelp and ****** as well as I reached out to them via their ******** page. They will not respond to my request to issue me a refund. I have given them a chance to make this right, but since they refuse to help me, I am reporting them here. I feel due to this subpar ************** of care they've shown, Donatos should issue me a FULL REFUND. Please refund the requested amount to the payment source I used for purchase. I've attached screenshots of my order receipt with this complaint for your review. Thank you.

  

  Business Response

  Date: 07/17/2025

  Hello ****** - We are so sorry about the issue!  I see our Franchise Partner reached out to you by email!  Thank you!

  Customer Answer

  Date: 07/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:05/29/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for food I never received. I ordered pizza online and paid $28. The food never arrived. I never received a call or text from a delivery driver. I called Donatos 17 times. The phone would ring to a call center to place orders. They said they couldnt help me and had to transfer me to the store. I called and was transferred 17 times. No one ever answered the phone. Donatos cant take my money. I want my refund!

  

  Business Response

  Date: 05/30/2025

  We are so sorry ********!!  The Door Dash driver cancelled your order and was supposed to text you.  They did not let our manager know either.  We apologize!!!  I have refunded your credit card and it will take 3-5 business days for your charge to disappear.  Will you be ordering from this location again?  I would like to add a $25 credit under your phone # for the inconvenience.  Let me know so we can make this right!

  Customer Answer

  Date: 06/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:05/26/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday, on Sunday, May 26th at around 11:30 p.m., I placed an order over the phone for a large pepperoni pizza and a 2 liter of Dr. ******* Including the tip, this totaled $31.03. After providing my debit card information to the restaurant, they abruptly hung up. I spent the rest of the night trying to get back on the line, right up until the store closed, but I was repeatedly sent to voicemail. The order was never delivered to my address, but I was charged the full $31.03 nonetheless. I find it absurd that a company can take your money while entirely neglecting their responsibility to render a service.

  

  Business Response

  Date: 05/29/2025

  Hello ******,

  We are so sorry!  The agent did not submit your order correctly. I will be requesting your refund ASAP for this issue.  It may take up to 7-10 business days for the charge to disappear.  Which location did you order from?  I would like to add a credit for your next visit for the inconvenience.  Please let me know!

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pizza from here last Thursday or Friday (the 24th I believe) I used my points for a free pizza, and then I ordered a large hand tossed pizza deal for 9.99. So, the 9.99 and delivery fee of 4.50 totaled to *****, just as my receipt specifies, as well as the total given to me at checkout when I hit submit. I looked at my bank account and they charged me *****- ***** more I was overcharged! I called and spoke to the ** on Friday morning around ********************************************************************** my order was only *****. I said well 9.99 plus delivery is all i owed to yall I want my money back! She then acted like maybe I was a liar and told me to forward the receipt to her that Donatos sent me themselves that said the $***** and I did and she told me that she would call me back. Well she did not call me back. Anyone here can see that I am absolutely in the right and that I was overcharged! This is ridiculous. I was taught growing up when you take something that doesn't belong to you that that is theft you let somebody walk in there and take something from them and they're going to jail but it's okay for them to do it to the public I just would hate to see how many people they've actually done this to that maybe hasn't caught on to it I'm sure there are many. Also their ** really needs some schooling on customer service if she's going to deal with the public

  

  Business Response

  Date: 05/06/2025

  Hello *********,

  We are so sorry about the issues with the Wilmington location.  I forwarded your information the owner of the location. He told me he would reach out to you to make this right!  Again, I am very sorry for the issues!

  Thank you for reporting this to us!

  Customer Answer

  Date: 05/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23261674
  
  I am rejecting this response because I want the owner to telephone me to contact.  It's not fair my bank has to reimburse me. The ** told me they would refund me and give me a credit on my account, so they need to make good on the credit!! 
  
  Regards,
  
  ********* ****

  Customer Answer

  Date: 05/06/2025

  Hello  my name is ********* **** ******* handled the 11 overcharge they owed me, which in a matter of a few days and I thought it would take at least a few weeks of they did, but they also offered my money back and a credit but I am honest and I am not going to double dip. Please close case ********. Thanks ********* Lowe 

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/03/25 I made an online order for delivery from the store located on ****************** in *************. The order was for a large create your own and get a $5.00 pizza pal which happened to be an Italian chef salad and a two liter ****** The pizza ordered was a half works/and half veggie on a hand tossed crust with no sauce and all of that was to be delivered to my house at 6:51 pm via door dash driver. The driver came on time with the delivery but he was not carrying my order he had a big *** sub in his hand and was trying to show me his phone saying that was the pizza I ordered. So I immediately called the store and advised them that he had the wrong item and saying that was what they gave him for me. I gave him my order number (which i do not have now) describing what I ordered and the manager even said he could send the order back out to me at that time I said I wanted to get my money back and I will send the sub back. So I told the driver to take it back and thought that was what he was going to do but a few minutes later I received a text saying the driver said he gave it to me which he did not.. I replied to that text stating that. Now today I once again called the store to remind the manager of it once again and to advice that I wanted my money back. He blew it off stating that he had to contact corporate office to have them return it which to me was a bunch of bull.

  

  Business Response

  Date: 03/05/2025

  Hello *******!

  We will absolutely refund this charge for you!  What a nightmare!  We are so sorry that this happened.  I will refund the charge which will take 3-5 business days for the charge to disappear.  I added a free 14" signature pizza into your rewards account for the inconvenience!  We will report this to Door Dash to be sure this driver is blocked. He obviously grabbed the wrong food when he got to the location.  I will also report this to the Manager because they should have taken care of you when you called to report this issue. Please forgive us!  

  Customer Answer

  Date: 03/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:02/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 22nd and February 23rd, I placed two separate orders--one on the 22nd for $15.11 and one on February 23rd for *****. On both occasions, I was automatically given a $5 discount. I placed these orders in good faith, because the discount made dinner affordable. But I just checked my bank account and saw that in addition to the $15.11 and the $*****, there were two pending charges for $5 each. In other words, instead of getting the $5 off, I was charged? I have provide screenshots of the email showing the bill with the discounts applied. I would like the two charges of $5 refunded/removed.

  

  Business Response

  Date: 02/26/2025

  Hello ******,

  I am sorry for the issue.  I would be happy to refund both $5 charges.  We do not automatically add $5 deals to every order.  Do you recall which promo code you used?  The files that you attached are not the email confirmations.  They are screenshots.  Can you forward the actual email confirmations to ******************************************************************************************************; I need to forward these to our IT team to see what happened here.   Please include the promo deal that you applied to each order to receive $5 off. This is a very unusual situation and are very sorry this happened.  Please let me know!  The refunds will take 3-5 business days for the charges to change once I see the e-mail confirmations.  You can download them with the BBB too!  Thank you for your patience.

   

• Initial Complaint

  Date:01/31/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered last night Dominos Sunbury/****** via the app. I selected deals: ***** for a large cheese and large signature. I selected cheese and classic trio. It showed $***** plus delivery and I tipped 10%. The total was $33 which I click proceed. I looked last night and it was $33 total billed to my debit account that I used. This morning the actual charge on my card was $49. This is the 2nd time in a row that Donatos has stolen money from me when completing the transaction. Be very careful using the app. It is run by a foreign company that its stealing your money or the local store is inflating their tip when completing the transaction.

  

  Business Response

  Date: 01/31/2025

  Hello ****,

  I am sorry about the issue.  I researched your order on 1/29 and I do not see that the discount transmitted to our POS.  I am showing your total as $48.67.  Can you forward your email confirmation to this email address?  I will honor the price on the e-mail confirmation for you.  I will also need to send it to our IT to research the issue. We would never steal money from you. This is an IT issue if I can see your email confirmation.  Please forward to: *************************************************************.  Put this notation in the SUBJECT line - BBB 22881613.  We will make this right.  Thank you for your patience.

• Initial Complaint

  Date:01/30/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A food order was placed, accepted, and paid for on the Donatos website. This was completed at 644PM, with a promised delivery time of 715PM. At 720PM the order had yesterday to arrive. Normally I would overlook this, however this is a chronic problem. Trying to resolve the problem I went to the store to inquire and ask for a refund. The manager on duty, who refused to give a name, said I should expect delays and they were short drivers. I replied that the business should not make delivery time promises they cannot meet. At which time the manager told me to have a nice night *** and went into the kitchen. I then said loud enough for her to hear, but not shouting as there were guests eating in the store at the time that I would be contacting corporate customer service and again asked for a name as the manager. She never came back out of the kitchen.I have contacted Donatos corporate customer service and left a message asking for a return call. My issue now is the demeanor and disdain of the on duty manager.

  

  Business Response

  Date: 01/31/2025

  Hello *******,

  WE ARE SO SORRY THIS HAPPENED!  I can see the order was late. We will definitely give you a full refund for this issue. It will take 3-5 business days for the charge to disappear from your account.  I have already discussed the actions of our Manager with her District Manager. This was unacceptable. He will discuss this with her on how this should have handled the situation. I hope you will forgive us for your experience and know that we will strive to do better.  Thank you for your patience. 

  Customer Answer

  Date: 01/31/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:01/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order over the phone and provided my phone number which the agent confirmed that my name came up in the system. When I arrived to pick up the order, the individual (who sounded like the agent who took my order) said they had no order under my name and phone number. I told them I placed a phone order and she literally just walks away from the pick up window. Another worker who I assume is a manager asks me for my name and phone number and says theres no order. I confirm the address and Donatos phone number and then show her the call log on my cell phone matching the phone number she just gave to me. She kept reiterating there was no order without any sort of apology and a tone that was condescending as if it was my fault. She finally says she could place an order then and there but that it would be a while. In refused to wait considering it was their mistake and there was no apology. How on earth is their ordering system this messed up? Im incredibly disappointed in their customer service as well.

  

  Business Response

  Date: 01/29/2025

  We are so sorry about the issues you experienced!  We know you stated you did not want to be contacted but we sent an email just in case.  Thank you for your patience!

• Initial Complaint

  Date:01/13/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Donatos Pizza on January 10. I called to order two large pizzasone Hawaiian pizza, and one half cheese and half ******************** I also ordered a drink, tipped, and the total came up to $50.45. I paid by card. About 30 minutes or so after I placed the order, I received a call from a Donatos Pizza employee advising that I still owed $10. I was very confused as I had been previously told that I only owed $50.45 and had paid the total amount. I disputed the additional charge, and the person seemed confused, advised that she could see that I didn't owe additional money, but she was not able to deliver because the system was showing that I owed $10, so she would just void all charges and reimburse me everything. I was confused but said OK.When the pizza was delivered, I saw that the toppings on one of the pizzas were incorrectinstead of half cheese and half jalapeo and pepperoni, it was half pepperoni and half jalapeo. I vividly recall specifying clearly 'half cheese and half jalapeo and pepperoni' and even had the person taking my order repeat it back to me, which they did correctly. I called Donatos to complain that my order was incorrect and asked about the status of the full refund as initially promised. She then advised that I would get a partial refund, and she stated that according to the information in her system, I had asked for 'half pepperoni and half jalapeo.' I'm not sure where the error occurredwhether the person writing down my order wrote it down incorrectly despite repeating the correct information, or if the person who made the pizza mixed up the toppings.Anyway, long story short, it's been a few days, and I still see no refund.

  Customer Answer

  Date: 01/15/2025

  On Wed, Jan 15, 2025 at 10:59 AM Wolali Dedo <*****************************> wrote:
  For context to the previous email, here is what I received and Im curious when I can expect an update about it being forwarded to the business. 
  
  Thank you,
  
  Wolali 

  Customer Answer

  Date: 01/15/2025

  From: Wolali Dedo <*****************************>
  Date: Wed, Jan 15, 2025 at 10:57 AM
  Subject: Update
  To: <*********************************************************************************>
  
  I hope this email finds you well! I submitted on complaint on Monday and received a message that it was an accepted. But I never received an update that I was forwarded to the business. 
  
  When can I expect that my complaint will be forwarded?
  
  Thanks,
  Wolali 

  Customer Answer

  Date: 01/15/2025

  From: Wolali Dedo <*****************************>
  Date: Wed, Jan 15, 2025 at 11:05 AM
  Subject: Re: Thank you. We've received your complaint.
  To: *** **** ******* <*********************************************************************************>
  
  
  I just received the notification. Thank you!
  
  Wolali 

  

  Business Response

  Date: 01/23/2025

  Hello Wolali,

  We are so sorry about all the issues you have experienced!  I am requesting a full refund for you!  It should take 4-6 business days for the charge to disappear!  Thank you for your patience!

  Customer Answer

  Date: 01/25/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  Wolali Dedo