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

  1059 N 21st St Newark, OH 43055-2956

  
• 

  Donatos Pizza

  6310 Prentiss School Pl Canal Wnchstr, OH 43110-2037

  
• 

  Donatos Pizza

  5388 N High St Columbus, OH 43214-1117

  
• 

  Donatos Pizza

  1000 Thurman Ave Columbus, OH 43206-3134

  

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: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: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:01/13/2025

  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

• Initial Complaint

  Date:01/06/2025

  Type:Product 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.

  Ordered pizza and sub. Received email at 3:48 pm. I reached out to the location at 4:09 asking where my order was because I got an email stating that my order has been out for over 20 minutes now. I said there is no way it is going to still be warm when it gets delivered so I wanted some sort of refund. Manager ******* said he would issue either a refund or a store credit whichever I preferred. I stated I wanted the refund. At no time was ever told to refuse the order when it arrived. Food was finally delivered at 4:16 pm, just shy of 30 minutes from the time the items left the store. The food, as expected was cold. At 4:21 I got a call from Donatos but chise not to answer. I was left a voicemail that they tried to reach out to door dash to cancel the order but since it is showing as delivered the order can not be refunded but if I wanted a $10 store credit to call back in and request it or if I wanted the refund I would need to bring the order back. Again, I was never told to refuse the order. I would have happily done so. Not being able to get a refund from DoorDash is a Donatos problem, not a ***** problem. I didn't know they use DoorDash I would have never even placed the order, I despise DoorDash for this very reason. Either way, I was promised a refund by manager ******* and that's exactly what I expect. Now because I did accept the order I am willing to accept a refund of $20 and not the entire $39.67 which I think is more than fair. It needs to be a refund to my card and not store credit because I don't plan on ever going to Donatos ever again.

  

  Business Response

  Date: 01/08/2025

  Hello *****,

  I researched this issue. You placed your order at 3:23 pm and received an email confirmation that stated your order would be delivered by 4:13 pm.  We have used Door Dash delivery people for over 2 years now, so it is good news that you had not noticed this before.  Your order did not leave the location at 3:48 pm. This is when we dispatched it to a Door Dash driver so it could be delivered to you on time. Per your complaint to the BBB, I see it was delivered 3 minutes after it was promised to you.  You stated the food was cold so I need to know if the driver used a Hot Bag to make the delivery. 

  I am happy to refund $20 since you stated the food was cold but please check your e-mail confirmation so you can see we were 3 minutes late.  Promise Times are estimations of when we will arrive.

  I will do the refund today and it will take 3-5 business days for the charge to change.  I am sorry about the issue with the Manager.

  Customer Answer

  Date: 01/08/2025

  I will accept the refund but how is it dispersed since that is not mentioned? Also included a screenshot of the email that says order has left the building and is clearly time stamped at 3:48 and a screenshot of my Ring camera showing the Delivery at 4:16. Yes a hot bag was used (and was cold) and yes it took almost 30 minutes from the time it left the building to be delivered. That's according to the documentation Donatos provided. So I will take my $20 refund and will never do business with that location ever again.

  Customer Answer

  Date: 01/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22776275
  
  I am rejecting this response because:  I will accept the refund but how is it dispersed since that is not mentioned? Also included a screenshot of the email that says order has left the building and is clearly time stamped at 3:48 and a screenshot of my Ring camera showing the Delivery at 4:16. Yes a hot bag was used (and was cold) and yes it took almost 30 minutes from the time it left the building to be delivered. That's according to the documentation Donatos provided. So I will take my $20 refund and will never do business with that location ever again.
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 01/10/2025

  Thank you for your response.  I have already requested the refund and you should see the charge change in 3-5 business days. The order was promised at 4:13 pm and you stated it arrived at 4:16 pm. (3 minutes late).  I am sorry the driver checked it out early, but he did not have it in his car during that time period.  I am sorry that the food was cold. If the driver used a Hot Bag, it should have been hot.  Thank you!

  Customer Answer

  Date: 01/15/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22776275
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** ********

  Customer Answer

  Date: 01/15/2025

  I reject the response because Donatos refuses to admit fault. They keep going back to the food was delivered 3 minutes after the promised time but ignoring the fact it was out for delivery for nearly 30 minutes. For example if i order food at 5:00 and promised time is 6:30and it leaves the building at 5:30 then getting it there by 6:30 is unreasonable considering its been out for an hour. If, like they are saying, the food was not out for delivery at 3:48 like the email states then that is a fault in their reporting but once again Donatos is pushing blame and not admitting any degree of fault, just pointing fingers. It just reaffirms my decision to never do business with or recommend Donatos ever again

• Initial Complaint

  Date:12/29/2024

  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 12/4/24, I order pickup from Donatoes. I order 3 different pizzas. The receipt I have was for $43.27 but on my credit card statement, I was charged $50.82. This is a problem for me personally but also for me on my job as that was the COMPANY CARD, and I have to account for every ***** spent.

  Customer Answer

  Date: 12/30/2024

  Compliant #********

  Full name ******* *******

  

  Business Response

  Date: 01/02/2025

  Hello *******, I am so sorry for the issue. In reviewing the order, I see both discounts did not transfer to our POS.  I have refunded the difference for you, and it should take 3-5 business days for the charge to change.  I will send you the refund receipt in a separate e-mail so you have it for your records.  Please forgive us for the issue.
  
  

  Customer Answer

  Date: 01/03/2025

  [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:12/05/2024

  Type:Product 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 was so upset with my order, pizza was nasty, and the pizza was not cut, wings was not done, and the meat in my salad was raw, i called around 10 times to the location and could not get through, i was hung up on round about 4 times, i made it my business to bring all the food back to the store, however the manager did not make it right with me

  

  Business Response

  Date: 12/06/2024

  I am so sorry for this issue!  When did this happen?  The last order I see for you was on 12/1 and I see 1 item on the order (a Chicken Mariachi). Your total was $19.44.  Can you let me know so I can assist you?  If it was on 12/1, it looks like they removed the items you brought back and refunded your credit cards.

  Thank you!

  Customer Answer

  Date: 12/18/2024

  
  ******* ****** <***********************************>
  12:11 PM (1 hour ago)
  to disputeresolution
  
  That's the order but I could not get through by phone. Had to use my gas to drive to the location. Just was a big inconvenience. You can call me at ************ it was know contact info for me to call you back. 

  

  Business Response

  Date: 12/20/2024

  Hello,

  Thanks for responding. I see the cost of this order was $19.44.  I will refund it and it will take 5-7 business days for the charge to disappear.  Thank you for responding!  Once you report issues to the BBB, we prefer to keep all communications in writing with the BBB.  Have a great holiday!

• Initial Complaint

  Date:11/08/2024

  Type:Order 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.

  Yes hello we order form them on November 6th around 505 pm. I did reach out to them and no reply back. When we got our food it was burnt i can send pictures of the food if you would like I spent $64.92 and i want a refund we would not eat and could not eat the food. I could not believe how brunt it was. I have kids with autism and it was sad because we got brunt food they could not eat. Please help.

  

  Business Response

  Date: 11/12/2024

  Hello *******,

  I am so sorry about your experience!  Thank you for attaching the picture. I can forward this to the Area Manager.  Food should never be served burnt to a customer.  I requested your refund today.  It should take 3-5 business days for your charge to disappear.  I hope you can forgive us.  Thank you for your patience.

  Customer Answer

  Date: 11/13/2024

  I accept the business's response to resolve this complaint.

  Thank you so much. Your so welcome for the picture I wanted to show how brunt it was thank you so much for all your help. Have a great day 
  
  
  
  Regards,
  
  
  
  ******* *******