Business Profile

Pizza

Donatos Pizza

Headquarters

Complaints

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

Customer Complaints Summary

70 total complaints in the last 3 years.
33 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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: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
Initial Complaint
Date:01/09/2025
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 ordered a pizza at 2:47pm through the Donatos app, for an hour I received no notification nor call about my delivery status, I call the store at 3:40, they proceeded to hang up twice, I call corporate office number, explain my issue and corporate then calls the store manager to check the delivery status, I was then informed the pizza was delivered to the wrong address and signed off by a woman with a green toboggan that couldnt have possibly signed for me, I was home alone and never received my order, I was told its my word against theirs, then I was told by home office to dispute the charge through my bank and they hung up the phone, I never got any food nor refund and I am disheartened that my favorite pizza store is this cold hearted towards a long time customer.
Business Response
Date: 01/14/2025
Hello Xavier,
I am sorry about the issue. We will be refunding the charge today and it will take 5-7 business days for the charge to disappear from your account. I will speak to the Area manager about this issue. Thank you!
Customer Answer
Date: 01/14/2025
[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:01/06/2025
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:12/22/2024
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.
I ordered a pizza along with a *****. The delivery driver gets to my house and states that we will give you a ********** as they were out of *****. I called the local Donatos here in ****** and spoke with ********. She said that my replacement ******** would re-delivered to me within 30 to 40 minutes. An hour goes by and I still dont have my ****** I called back and ******** answered and I advised that I didnt get my ****** She then started getting an attitude with me and raising her voice at me as I was trying to explain the situation. Yes, I wasnt very please and that was reflected in my tone. Its her job to be a professional and maintain her self as Im the customer. I asked for a refund and she gave me a $10 credit. I wanted my entitled order replaced because by now my pizza is cold. She refused to accommodate me and then threatened me and said she didnt have to do anything for me at all and then said that she didnt even have to offer me a credit and for the ***** only. She is unprofessional and rude and I wont be back to this location ever again. I can take my business elsewhere.
Business Response
Date: 12/23/2024
Hi *****,
We are so sorry about the lack of service you received and the rudeness of our associate. I am refunding the total charge for you! It will take up to 7 days for the charge to disappear due to the holidays! I will report this incident to the Area Manager. They can discuss how this matter should have been handled. We are so sorry *****!
Customer Answer
Date: 12/26/2024
[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,

***** *********

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