Donatos Pizza — Restaurant in Carmel

I would love to leave a good review, but I can't. The food is good, but they need to get things together for their rush. Ordered a pizza and wings at 6:50. I was quoted a delivery time of 7:59. At 8:25 I called to see where the order was. The girl that answered sounded like she had either just woken up, or was having trouble concentrating on anything besides breathing. I asked if the pizza had gone out yet or if we were still waiting on it to go in the oven. She told me that they were a driver down and they just got hit with a rush. Ok, font care, just answer the question. She then asked what time I was quoted. I said 7:59. She said "Yep, its 20 minutes late. I'll tell the driver." Then hung up. How is she going to tell the driver when she never asked my name or order number? I called again at 8:50. A different person answered and said my order was walking out the door right then. When my pizza arrived, the driver was great. Apologized for the delay. I looked at the receipt taped to the box. The pizza and wings came out ov the oven at 7:04. I received my order at 9:05. My order was sitting on a shelf under heat lamps for almost 2 hours before anyone decided to bring it to me.

I've worked service industry and specifically in pizza. I know how busy it can get and I understand people calling in. I have never had a customers order sitting around for two hours, and if it did happen, I didn't give them that good. I remade their order.

I can't even give an honest review of the food, because by the time it got to me, the pizza was cold and soggy, the wings were leathery. Typically what happens to food when left under a headlamp got more than 20 minutes. Two hours is way too long to figure out where an order needs to go. Work on your priorities and...

This was the first time ordering in years. I used to love this pizza and sandwiches. However, last time we ordered from the store, my nearly 90 year old grandpa insisted on completing the order. He thought he left a tip when he paid online. After delivery, I received a scathing phone call from the delivery driver cussing me out because there was no tip given. I was very concerned because he knew where we lived and he was very threatening. Now, years later, I assume that person no longer works there. I am removing from major surgery. This was the first time I was allowed solid food in weeks. I was so excited to eat pizza and wanted to order one of my old favorites. I was so hungry. The order was promised around 5. It didn’t arrive until nearly 6, but no big deal - really. I was just so excited! But then I opened the box. The pizza was burnt black all the way through. It looked like it had been dropped and scraped off the floor. There was no cheese on it. Despite being burnt, it was a soggy, mushy mess that I could not even try to eat. I called the store. The manager said they would resend the order. They did not. I went to bed with no food to eat. I had initially ordered around 4:00, by 8:00 I had waited 4 hours. It was too late to order more food and I had missed my chance to eat without interfering with my next round of meds. I did not have other food in the house to eat, I had not yet gone food shopping after being sick. Completely disappointed, still hungry, never trying Donatos - at least not from the Carmel location on...

Oh my… where do I even start? My experience at the Donatos located at 1311 S Rangeline Rd, Carmel, IN 46032, was truly something else. To begin with, my order was completely wrong, and the woman working the counter was causing a scene. She was openly bad-mouthing another customer who was nothing but polite and respectful. It’s shocking to see this establishment going downhill because of one person’s behavior.

The woman at the counter clearly needs to be retrained. If she doesn’t like her job or the environment, she should do herself, her coworkers, and the customers who spend their hard-earned money here a favor and step away. The pizza I received was incorrect, and the rude remarks she made about another customer while serving me were absolutely unacceptable. It felt like nothing could help improve her attitude.

This was easily one of the worst experiences I’ve ever had at a Donatos, both in terms of food and customer service. I sincerely hope this is not the standard this location is setting. Management, please address these issues with poor food quality and unprofessional behavior. I’d like to hope for a better experience if I ever decide to return to...