Donatos Pizza — Restaurant in Blue Ash

I ordered online for in store pickup and I hate to leave this negative review because the majority of my experiences here are good!! My husband went to pick up the order and when they handed it to him he knew automatically it was wrong. It was supposed to be a mushroom hoagie no onion, Italian chef salad, small pepperoni, light sauce, small cut, which is in there customization options with a2 garlic butters and a personal pan mariachi chicken pizza, but what they made was a small chicken mariachi and a personal pepperoni, and only one person eats the chicken mariachi as to where two or three are going to eat some of the pepperoni or else we would’ve just taken it that way!! So my husband asked how long it will take to remake the food and he told him 15 minutes and he’s like well, If that’s the case I would like my sandwich remade too I do not want to eat a sandwich that was sitting under a heat lamp for 15 minutes and they literally told him they would not remake the sandwich and then lo and behold. The order comes out in like 5-6 minutes and he was so aggravated. He didn’t even look at the pizza before he left, which he should’ve true, but he was so aggravated by their disregard For their customers & poor customer service skills not to mention they went back and yelled at the guy that made the food saying to him, “This is like the third or fourth order you have effed up” so I think the reason it came out so fast is because they didn’t want to have to remake the sandwich too so the manager pushed the pizzas through because they are not thoroughly cooked and when I was on the phone With them after he brought the food home because I noticed that the pepperoni pizza definitely was not light sauce. It was loaded with sauce and it didn’t have very much cheese and the chicken mariachi pizza Just the texture of it was weird and off to the eye and it’s like the cheese wasn’t even fully baked on it and after touching it the inside of the chicken was barely even warm like it usually is hot when it comes out fresh like that and that’s how I know it wasn’t thoroughly cooked as it should’ve been because the manager pushed it through so it would seem like his sandwich didn’t sit there that long like that’s crazy I have never had anything like this happen in this restaurant before And I asked him if there’s anything they could do about the chicken mariachi pizza and he said no we can only credit the pepperoni pizza like this is ridiculous as expensive as food is these days to eat out and even at the grocery store to not get what you paid for and to know it’s wrong because it’s something you eat all the time when you do eat at that restaurant it makes me absolutely livid and they could care less because it’s not their money!!!! My daughter came in and took a bite of the pepperoni pizza because of course I am not gonna eat it because it’s loaded with sauce and It would’ve killed my gastroesophageal reflux and she said the dough wasn’t all the way done like under the cheese very little cheese that is, that was there. She said it was like mushy and soggy like not done all the way!! This is so frustrating after choosing to eat at this restaurant and give them our business an our, hard earned money, and they got our food wrong to begin with and then try to save themselves time and money they hurried the food through so they didn’t have to replace the sandwich too so it just ruined the whole meal pizzas under cooked too much sauce. It’s ridiculous and is all they say they could do is a credit for the pepperoni pizza after everything we’ve already been through sitting there waiting for it to be remade once and they were just so rude!! IT’S...

Was at friends' apartment complex and ordered a pizza from here. After about an hour and no pizza, we called the store. They claimed the driver called multiple times, but nobody answered - yet, my friend had no missed calls. Two of us called her to see if she was having service issues, and the phone rang both times. They said they would make a new pizza and send out. Driver shows up about 20 minutes later but seemed to be having issues figuring out the main entrance, so two of us walked outside to find him. I'm not sure what was said to set him off, but he and my friend started getting into it. Then my friend said we don't want the pizza, so the driver started to leave. I said we DID want the pizza, so he comes back and THROWS the pizza at the ground several feet from me. My friend yelled something at him, and he turned around and flipped her off. Called the store to complain - the response was, "he's new." Uhhhhh - new to society....? Anyway, I said I wasn't paying for a pizza that was thrown on the ground. They said they'd refund it. I checked my bill the next day and see TWO charges, so I called the store several times - sat on hold way too long, so I called corporate instead. They assured me that I won't get any charges, but it can take 3-5 days for my statement to reflect it. We shall see, Donatos, we shall see....but regardless, we will NEVER be ordering from that...

Placed my order at 9:15PM with a 45-55 minute window for delivery, normal. Called a little over an hour later to check the status, was told the window increased due to them being busy and only 1 driver and it will be there in 20 mins. Ok np. Called again another hour later, 11:19PM by now, 2 hours after I had placed my order. The guy who answered the phone told me it was on the way, 20 mins. I said you told me 20 minutes an hour ago. I hear him say "He he wants to talk to you." "Who?" "Some person who didn't get their order." I get put on hold. Guy comes back and says "It's on the way." I remind him that its been two hours since I ordered. He puts me back on hold. Comes back and tell me the order didn't leave the store yet, and they thought it had, but he can get it to me in 20 mins. Ok, np. I call again at 11:55. He says "We're closed." no hello, nothing. Just we're closed. I say I haven't got my order yet. 3 hours later. "Oh the delivery guy will def be there, your order isn't here." I'm still waiting. It's 12:28AM. I was never offered any compensation to make it right and I still don't have my order, although I was charged for it. I get it. Mistakes happen, but at least try to make it right. I love donatos, but never ordering from this...