Complaints
This profile includes complaints for Donatos Pizza's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 65 total complaints in the last 3 years.
- 23 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/02/2022
Type: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 the evening of Tues October 4 2022 I made an online order delivery of three food items an large pepperoni pizza that had 150 pieces of pepperoni on it which was 16.29 a chicken lettuce tomato spinach salad for 7.99 and a sierra mist pop for $2.19. the order was submitted at 528pm and the delivery was supposed to be at my address by 600pm. With my discounted deal my order total with deliver total to 23.18 which I paid online with my bank card. I had to call the tamarack circle location about three to four times to get an manager or Donatos staff employee because the customer service dept couldn't help me with the details of my pizza not submitting to my email for my electronic email order receipt. I was finally able to speak to someone approx at 547pm and I was assured my food order would be delivered on time. I didn't mind if it came 10 to 15 minutes late since I could not get through to anyone until 547pm but my food delivery took until 710pm because my food order was stolen by a door dash delivery driver. I was not told from the previous call that door dash
delivery drivers would be utilized to deliver my order. I had to call about three times to I finally connected to Donatos customer service department & spoke to an African American woman about my order after 7pm and she ultimately informed me after having to keep asking her for clarity and to speak slowly what happened b/c I had other plans and errands I had to run that day. She finally told me my order was stolen. I was reasonably upset & concerned if door dash had access to my form of payment. No one emailed or called me about the theft from door dash delivery. I wasn't aware that Donatos utilized them b/c my previous deliveries were from their own delivery staff( elderly Caucasian gentleman). I was connected with the young Caucasian manager on duty & he explained that the door dash delivery stole my food & it happens frequently. I requested refund on my card for the pop that they were out of and..
Business Response
Date: 11/02/2022
Hello ****** - I reviewed your order on 10/4 and see that it was dispatched to Door Dash for delivery. I will refund the order on 10/4. The Manager removed the soda from the order that night, so you were only charged $21.49. I will ask our Accounting Team to refund the order today. It takes 3-5 business days for the charge to disappear. I also see you ordered again the next night on 10/5! Thanks for ordering!Business Response
Date: 11/02/2022
Hello ****** - I reviewed your order on 10/4 and see that it was dispatched to Door Dash for delivery. I will refund the order on 10/4. The Manager removed the soda from the order that night, so you were only charged $21.49. I will ask our Accounting Team to refund the order today. It takes 3-5 business days for the charge to disappear. I also see you ordered again the next night on 10/5! Thanks for ordering!Customer Answer
Date: 11/07/2022
I am partially rejecting this response because I have the liberty to explain more in detail of what further occurred in regards to my three consecutive orders being bad on September 26 2022 October 4 2022 and October 5 2022. There was a promise and or an agreement made between the on duty manager and myself after 710pm as the new door dash driver ********** was coming to my front door with my food order on October 4. That manager promised that my bank card would be credited by 24 hours and the matter would be resolved within 24 hours and ultimately it was not. I had to go through.Donatos chain of command to have my money credited back on my bank card for the October 4 door dash theft incident and to report my bad pizza orders on September 26 2022 and on October 5 2022. I had to look on my receipt from October 5 2022 order and go to Donatoscares.com to fill out a survey complaint comment auto form process because it's very difficult to contact the Tamarack Circle Donatos location directly on the phone and through email correspondence. I explained in detailed on that auto form the problems with my last three Donatos pizza orders and that auto form asks for contact information so that the corporate office and the local Donatos location that there were food and customer service issues with will contact you directly to resolve the matter. I was never contacted back from that online auto form. I had to follow up further by contacting Donatos corporate office on the evening of October 14 2022 and I left a detailed voicemail message and I was never corresponded back with either. So it just further made me realize that Donatos doesn't respect me nor value me as a customer or the matter would have been resolved in a more timely and efficient manner. I along with generations of my family and family friends have been long time customers of Donatos, Donatos pizza was a past time food service for birthday parties semi special occasions high school and college graduation and so forth so I was beyond disappointed and frustrated with the lack of follow through and my recent subpar experiences with the tamarack circle location made me further believe that my food orders were made bad or less desirable on purpose. In the past few months from August through October I recently spent good money on donatos orders so as a long time customer I think I deserved more respect and courtesy than what I have received. I am satisfied that I will be fully refunded on my bank card for my order on October 4 2022 but it shouldn't have taken this long to resolve the matters with my last three orders. My pizza order on September 26 2022 was too saucy( despite me requesting light sauce and not asking the pizza to be well done ) and the whole entire pizza edges were burnt black and so was my pizza order on October 5 2022 so those two orders need to be refunded and resolved as well. I had to throw away most of the pizza on September 26 and October 5 2022.Customer Answer
Date: 11/07/2022
I am partially rejecting this response because I have the liberty to explain more in detail of what further occurred in regards to my three consecutive orders being bad on September 26 2022 October 4 2022 and October 5 2022. There was a promise and or an agreement made between the on duty manager and myself after 710pm as the new door dash driver ********** was coming to my front door with my food order on October 4. That manager promised that my bank card would be credited by 24 hours and the matter would be resolved within 24 hours and ultimately it was not. I had to go through.Donatos chain of command to have my money credited back on my bank card for the October 4 door dash theft incident and to report my bad pizza orders on September 26 2022 and on October 5 2022. I had to look on my receipt from October 5 2022 order and go to Donatoscares.com to fill out a survey complaint comment auto form process because it's very difficult to contact the Tamarack Circle Donatos location directly on the phone and through email correspondence. I explained in detailed on that auto form the problems with my last three Donatos pizza orders and that auto form asks for contact information so that the corporate office and the local Donatos location that there were food and customer service issues with will contact you directly to resolve the matter. I was never contacted back from that online auto form. I had to follow up further by contacting Donatos corporate office on the evening of October 14 2022 and I left a detailed voicemail message and I was never corresponded back with either. So it just further made me realize that Donatos doesn't respect me nor value me as a customer or the matter would have been resolved in a more timely and efficient manner. I along with generations of my family and family friends have been long time customers of Donatos, Donatos pizza was a past time food service for birthday parties semi special occasions high school and college graduation and so forth so I was beyond disappointed and frustrated with the lack of follow through and my recent subpar experiences with the tamarack circle location made me further believe that my food orders were made bad or less desirable on purpose. In the past few months from August through October I recently spent good money on donatos orders so as a long time customer I think I deserved more respect and courtesy than what I have received. I am satisfied that I will be fully refunded on my bank card for my order on October 4 2022 but it shouldn't have taken this long to resolve the matters with my last three orders. My pizza order on September 26 2022 was too saucy( despite me requesting light sauce and not asking the pizza to be well done ) and the whole entire pizza edges were burnt black and so was my pizza order on October 5 2022 so those two orders need to be refunded and resolved as well. I had to throw away most of the pizza on September 26 and October 5 2022.Business Response
Date: 11/11/2022
Hello ******,
I have thought about your rejection. I handle all phone calls and e-mails about issues, and I did not receive anything from you about your order on 10/5. I even reviewed all communication from locations surrounding our Morse Road location in case you clicked on the wrong location. However, I would like to go ahead and refund your order on 10/5 also. After the issue on 10/4 with Door Dash, we appreciate that you ordered again right after that happened to you. Remember it will take 3-5 business days for the charge on 10/5 to disappear. However, I did not get any communication about your order on 9/26 and cannot refund that charge. If you have issues, you can call our Customer Service Team that answer phones Monday-Friday 8:00 a.m. - 5:00 p.m. I will let the Managers know about your claim to the BBB to ensure better service. Thank you!
Business Response
Date: 11/11/2022
Hello ******,
I have thought about your rejection. I handle all phone calls and e-mails about issues, and I did not receive anything from you about your order on 10/5. I even reviewed all communication from locations surrounding our Morse Road location in case you clicked on the wrong location. However, I would like to go ahead and refund your order on 10/5 also. After the issue on 10/4 with Door Dash, we appreciate that you ordered again right after that happened to you. Remember it will take 3-5 business days for the charge on 10/5 to disappear. However, I did not get any communication about your order on 9/26 and cannot refund that charge. If you have issues, you can call our Customer Service Team that answer phones Monday-Friday 8:00 a.m. - 5:00 p.m. I will let the Managers know about your claim to the BBB to ensure better service. Thank you!
Customer Answer
Date: 11/15/2022
it's not accurate nor truthful. I have call records which I will attach in this response of the many attempts I made to the Donatos on Tamarack Circle especially regarding my stolen food order on October 4 2022 by a Door Dash delivery driver ********** and to The c Donatos Corporate office in which I was disconnected on on October 5 2022 and I followed up with the corporate office again by leaving a voicemail message on Friday evening on October 14 2022 and not receiving a call back from any representatives from the corporate office nor from the management or any employees from the Donatos Tamarack Circle. I also will later provide the customer service auto email service that I filled out between the late evening of October 5 2022 through October 6 2022 about the very problematic customer service issues I had with my past three orders since Monday evening September 26 2022 and my stolen order on October 4 2022 that took an hour and 40 minutes to bring. I only ordered on October 5 2022 for my personal reasons and because I went on good faith by the manager on duty on the evening of October 4 2022 that my money would be refunded on my bank account and the matters would be resolved within 24 hours which ultimately it was not or I would not have had to file a better business bureau complaint. So I have done my due diligence as a customer to fulfill the agreement that was promised to me on the phone on October 4 2022. Perhaps Donatos needs to hire more employees cooks and their own delivery drivers so it's provides high quality of customer service when trying to contact the Tamarack Donatos location regarding bad food orders stolen orders billing issues and so forth. As I previously stated I appreciate my full refund for that horrible door dash theft incident on October 4 2022 if I was made fully aware Donatos utilize door dash and they had a delivery food theft problem I would have had never ordered anything from Donatos. Thank you
Customer Answer
Date: 11/15/2022
it's not accurate nor truthful. I have call records which I will attach in this response of the many attempts I made to the Donatos on Tamarack Circle especially regarding my stolen food order on October 4 2022 by a Door Dash delivery driver ********** and to The c Donatos Corporate office in which I was disconnected on on October 5 2022 and I followed up with the corporate office again by leaving a voicemail message on Friday evening on October 14 2022 and not receiving a call back from any representatives from the corporate office nor from the management or any employees from the Donatos Tamarack Circle. I also will later provide the customer service auto email service that I filled out between the late evening of October 5 2022 through October 6 2022 about the very problematic customer service issues I had with my past three orders since Monday evening September 26 2022 and my stolen order on October 4 2022 that took an hour and 40 minutes to bring. I only ordered on October 5 2022 for my personal reasons and because I went on good faith by the manager on duty on the evening of October 4 2022 that my money would be refunded on my bank account and the matters would be resolved within 24 hours which ultimately it was not or I would not have had to file a better business bureau complaint. So I have done my due diligence as a customer to fulfill the agreement that was promised to me on the phone on October 4 2022. Perhaps Donatos needs to hire more employees cooks and their own delivery drivers so it's provides high quality of customer service when trying to contact the Tamarack Donatos location regarding bad food orders stolen orders billing issues and so forth. As I previously stated I appreciate my full refund for that horrible door dash theft incident on October 4 2022 if I was made fully aware Donatos utilize door dash and they had a delivery food theft problem I would have had never ordered anything from Donatos. Thank you
Initial Complaint
Date:10/29/2022
Type: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 purchased a chicken pizza from Donatos pizza on Wednesday October 26th from the Morse crossing easton Donatos. I ordered a larger chicken Mariachi pizza. I noticed on my second to last slice that the chicken had a two inch bone that was in the pizza. I took the pizza back with the chicken bone and they told me to call corporate office for an additional refund. I talked to a manager that would only provide me a refund for up to the pizza amount and was very rude stating they only sale boneless pizza. She stated that the pizza may have a little grissel that was not a big deal. I’m looking for additional funds or better service and compensation for pain and suffering. This bone could have killed someone else if they would have ate the bone or swallowed that bone.Business Response
Date: 11/14/2022
I reviewed the phone conversation and confirmed that your money was refunded for this issue. Thank you!Initial Complaint
Date:10/24/2022
Type: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.
This is the FOURTH TIME I’ve ordered sauces in my pizza order that nothing was included which is now 15 dollars worth. Can you please compensate me for this because I feel like you’re just stealing my money at this point.Business Response
Date: 10/25/2022
Hello - I would be happy to assist you! I researched your name, phone # and e-mail address and see your last order was on June 23 at our Grandview location. I also checked our customer service log and do not see your information. Can you provide me with the dates of each order, the name and phone # used to place these orders and the location? Once I have that information, I can research the orders and respond to this claim. Thank you!Initial Complaint
Date:10/14/2022
Type: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.
Both recent times when to the restaurant, crust was hard at bottom and not alot of sauce. And sauce tasted differentBusiness Response
Date: 10/18/2022
Hello *****,
We are so sorry! Did you call the Manager when this happened to give them a chance to make this right? We always appreciate a call when this happens right away. I would be happy to refund the money. You paid with cash so I will have to request a check for you. Where should we mail it? Please let us know! In the future, please feel free to call us directly for resolution.
Customer Answer
Date: 10/18/2022
I accept the business's response to resolve this complaint.Initial Complaint
Date:10/05/2022
Type: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.
Transaction was October 1st 2022, 31.50. My card was charged another 31.50 the following day so its been charged twice and today on October 5th there is yet another charge for 31.50 pending. This is the 3rd time I have ordered from Donatos and was charged multiple times for the same transaction.Business Response
Date: 10/06/2022
Hello ****,
I researched your account and reviewed your last 3 orders. I also checked to see if you had every reported the issue to us for resolution and could not find anything had been reported to us. I reviewed the most current order on 10/1. I asked for our Accounting Team to deep dive into your claims. We see you were charged $33.27 with the credit card ending with ****. You may want to call your credit card company to see why the charge is incorrect and still pending. The authorization code for this order is ******. Please use this # when you call your company. I also reviewed the order on 9/27 and see you were charged $16.17 1 time with the credit card ending with ****. The order prior to that was on 7/26 for $16.23. You are welcome to reach out to us at 1-888-366-2867 for assistance.
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