Donatos Pizza — Restaurant in Avon

I am very disappointed with this location. I usually have ordered and picked up from Speedway, and they consistently provide great food and fast service. I ordered delivery for the first time and this location in Avon had us within their boundaries.

The first issue I had was that my card processed a charge of $120 the day of the party, despite my confirmation email declaring my total to be $100, including all applicable charges. This confirmation email also showed a 6:30 arrival time for the pizza.

I called this location at 2:30 and spoke with a manager about the fact that my card was charged an additional $20, and he told me he resolved things so that the total was $100. (which, according to my card statement, he changed the total to about $115, not $100).

As he reprocessed the order at the different pricing, he sent the order through again without notating the correct time of 6:30, and the kitchen made the pizzas to be ready immediately. I received a Door Dash text saying my delivery would arrive soon.

I called again a little before 3:30 to speak again with the manager and remind him my delivery was to happen at 6:30, not at the stated 4:08pm. He said he would fix that for me and I’d have pizzas at the correct delivery time of 6:30.

When the pizzas arrived, the slices were floppy (despite having burnt/blackened edges…if the pizzas had been freshly cooked, at least the burnt parts would have still been crunchy in that moment). The toppings were shriveled as if the pizzas were leftovers. There was also a ticket in one of the boxes that said the pizzas had been prepared at 2:30 when the manager had put through the order with the new pricing. It was 100% clear these pizzas had sat on the counter for about 3 hours, were reheated in the oven, and then delivered to me as if they were freshly prepared.

I know that Donato’s restaurants do not have hot boxes/warmers, so my pizzas, including ones with pepperoni and sausage, clearly sat on the Donato’s counter longer than the two hours that food can safely remain at room temperature.

I called this location again and spoke to the general manager. She pretended to be surprised that the pizzas would have sat out for so long and assured me that the pizzas had been in the oven directly before they were delivered to me. That may have been the case, but that was simply a reheat as it was clear the pizzas had originally been baked hours earlier.

Without me even mentioning any sort of refund, the general manager immediately offered me a refund of all of my money. The previous manager had been so stingy over not providing me the full $20 discount that was on my emailed receipt, what would make the general manager OFFER to refund my ENTIRE order besides out of clear culpability? There is no other reason she would be okay with removing what must have been one of her larger orders of the day from that day’s profit just on supposed word of mouth of the customer that the pizzas were poor quality, besides knowing that she and her team delivered pizzas that sat out for a couple hours as I claimed.

I worked 3 years at a Lou Malnati’s pizzeria in a Chicago suburb. I spent my 20s working in the food and service industry, including being a banquet server (with strict regulations about how long food may safely sit out) and as a Health+Safety manager. I am extremely familiar with not only food safety regulations, but also the simple fact of what a freshly baked pizza looks, feels, and tastes like as opposed to one that sat at room temperature for 3 hours and then was reheated in the oven.

I am DISGUSTED by the quality and standard of the food that this Donato’s provided for my husband’s surprise birthday party. I was embarrassed in front of all my guests to serve pizza that looked and tasted like I had it leftover from an earlier meal, and I was saddened that this was the food that I had for my husband at his party.

Terrible customer service. Management that cares about saving a couple dollars on the cost of remaking a few pizzas over providing a quality product....

Absolute worst experience with a Donatos restaurant EVER! I ordered one large pepperoni and a medium cheese with two orders of breadsticks and a 2 liter of Pepsi. I was quoted that our food would be ready for delivery in an hour and a half, after I had already paid. I said I would rather pick it up, because I was quoted that if I did pick up, it would only be 20 minutes. They had to "cancel" my card, and I would just run it when I got there. Ok, not a huge deal, I can do that. I got there in 25 minutes, and our food was still not ready. The pizza was sitting there, but the breadsticks (easiest thing to make) were nowhere to be seen. I waited 20 minutes for the breadsticks to be made. Then, they handed me the wrong order twice. As I opened the pizza box the third time, I could tell the pizza had been sitting for awhile, as it looked very dry, and the cheese was burnt and hard. I asked how long it had been sitting there, and they looked at me like I had sprouted antlers or something. They said "I guess we can remake it all if you want", very sarcastically. I said "yes please". The girl (girl 1) got really mad and stomped into the kitchen. She threw everything in the trash can, and told them to remake it 🙄 for free. Another girl (girl 2) came out and asked what she did with the food, and girl 1 told her she'd thrown it away. Girl 2 got mad at girl 1 and stomped into the kitchen and pulled the food out of the trash. Girl 2 then proceeded to take the breadsticks out of the box that had been in the garbage and put them in a basket and bag. The basket got served to another customer at a table, and the bag went on the shelf for delivery. Needless to say, I watched them make our food after that, and no one wore gloves (which I don't know if it's required or not at a pizza place). Our food finally came an hour and a half after I had gotten there, and they said they cancelled our payment. They got offended when I checked my food to make sure it was right, and then I had to ask for the 2 liter twice because they forgot we ordered one. I showed them my receipt and they had to call a manager to decide whether or not I got my 2 liter. I did, and we left to take the food home. After we got back to the house, my husband checked our checking account, and they had charged my card twice! I will call the bank on Wednesday if it isn't removed by then. My best advice is DO NOT ORDER FROM HERE!!!!! Find another pizza place and go there. And if you do order from here, watch them make your food!...

Horrible freaking horrible !!! I waited for over 2 1/2 hours to get pizza that I ordered !!! I called multiple times and everytime the workers told me the delivery was on its way. Now remind you I did call earlier that day to see what the wait time was on just picking it up. NOT ONCE DID I EVER SAY I WAS GOING TO PICK IT UP!!! Here's the kicker he said I could pick it up earlier that day but after almost 3 hours I had to put my order in again. This time I for sure told him (the manager Brandon) I would pick it up. All of a sudden it couldn't get picked up. Smh !! I am so livid I can't think straight !!! So now here I am again waiting a total of over 5 hours to get a dang pizza !! That's paid for !!! Misunderstanding ? ...fine but at what point do the manager and employee take their part. If my pizza was canceled why didn't the workers tell me that when I constantly called ? Instead I got your order should be to you within minutes !! Over 3 hours for pizza !!!! Make things worse it was cold !!! Poor poor communication !!! Lesson learned !!! SIDE NOTE: I WORK AT A HOTEL THAT ORDER FROM THEM ALOT!! I will be sure to put the word out !!! Donatos suck !!! Not all !! But Donatos in Avon SUCK!!! (I KNOW THIS MAY HAVE BEEN ALL OVER THE PLACE ! BOTTOM LINE CHARGED TWICE FOR A PIZZA THAT I WAITED OVER 4 1/2 HOURS FOR !! NO APOLOGY NO DISCOUNT NO RUSH...