Donatos Pizza — Restaurant in Carmel

On May 17th, I placed an order and it was made incorrectly. I returned to the store as no one would answer the phone. I was told that refunds are not offered by the store. I received a store credit. Today, May 18th, I tried to place an order via the phone. There was an answer but it was someone at a different location who takes orders. Apparently, Donatos uses a system of placing the order with a third party. I was transferred to the store and then placed on hold for several minutes. Again, I had to go to the store in person at 1:44pm. Once at the store, the manager did not see the store credit in the system. She then questioned me as to whether I was sure the incorrect order was yesterday. I showed it to her on my phone. As she looked on another computer to find the credit, which she finally found, another customer came into the store. She stated that her order was supposed to be ready at 1:40pm. She stated that she had been at the drive-thru window from 1:38pm. until 1:56pm. She said that no one acknowledged her at the window. Her order not only was not ready when she walked into the store, it had not been started. When I walked into the store at 1:44pm. the manager was sitting talking to another Donatos employee in uniform. No orders had been made. When the other customer referenced being at the window, the manager stated, "I'm short handed." That is unreasonable as she was sitting and talking instead of filling orders or answering the phone. I returned to the store at 2:16pm. to pick up my order. It was setting on the table behind the counter. The manager gave an order to people in a van at the drive-thru and then came to the counter. Instead of giving me my order, she retrieved a cup, walked from behind the counter to the pop machine in the lobby. After filling the cup with pop, she came back to the counter, and then gave me my order and said something that was unintelligible. My wife and I had been long-time patrons of this store. Last night was not the first time our orders have been made incorrectly. After these experiences, under no circumstances can I recommend this store to anyone. ...

Horrible and 'evening ruining' experience a few weeks ago exacerbated by their unfortunate choice of using doordash. Chose to delay tip until service completed - it appears doordash drivers cherry pick based on pre-tip amount, love it. After calls to the restaurant were either left for dead on hold or ignored outright, Donatos customer service nor Doordash customer support could refund my order. Had to make the call of shame next business day to Donatos corporate for that fun refund request. On the same call my request to later get a call from the manager and district manager was ignored. I stopped in to review all this with the general manager 9/20 who was unhelpful (will spare you the long conversation detail). My request to her to have the district manager call me? You guessed it, ignored. Time to clean house donatos.

Keeping this review from 3 years ago with the hopes they can regain control again: Popped into the drive through last week for a quick pickup. Dining room looks closed as expected during these times but very attentive staff at the...

So, we ordered some pizza on the evening of 10/26 and they said it’ll be 1.5 hours for delivery. No problem, we were watching some football. After two hours we called asking about the order and the shift manager said “it just left”. 30 minutes later they called back to say, “sorry, we can’t deliver because it’s raining”. They hadn’t even made the pizza, because we said that we’d come to pickup the pizza and they said it’d be another 30 minutes before they’d be ready. The store is 10 minutes from our house. The shift manager said she simply called to offer her sympathy that they couldn’t deliver (after two hours). She obviously also loed when she said “it just left”. No offer of “hey, we messed up and apologize. Come pick it up and have a pie on us”. If you would like to actually eat a pizza, don’t order from this place. Whomever owns and manages this store should be ashamed, but I feel it’s most likely an indication of the...