Donatos Pizza — Restaurant in Columbus

We ordered a pizza at 2:30. It is now after 4 and we still don't have our pizza. They initially gave our pizza to Doordash to deliver (Note: we ordered through Donatos, not Doordash) and we received the wrong pizza. We called Donatos to report it and they brushed us off saying it was Doordash's fault and we had to call them. So we did.

They were helpful and called Donatos to re-order our pizza and Doordash paid for it as the mixup was their mistake (though it seems at least partially Donatos's fault as there is nothing on the outside of the box identifying the pizza and order so the only way the dasher could have checked would be to open the box which I do not want them to do and it shouldn't be necessary).

Over an hour later, we still don't have our pizza, so we called Donatos again. They said our pizza was ready and they had been waiting on a driver, but by their own admission (from a manager) they didn't inform Doordash that it was ready and are totally fine with the fact our pizza has sat there for 30 plus minutes waiting to be picked up and delivered to us. They have no intention of trying to make things right and when we tried to just ask for a refund they put us on hold (after once again insisting that this was entirely Doordash's fault).

*Update: They did get back to us finally and are sending our pizza with their own driver, but there was no real apology or any attempt to make it up to us that we had to wait two hours for our pizza.

We've been ordering pizza from this Donatos for years and I'm incredibly disappointed in the poor service we encountered today. We've never had a problem like this with them before and the fact that no one at Donatos even seemed to care that this happened really sits wrong with me. Even if it was Doordash was at fault, we ordered through Donatos and paid for it through Donatos and all they could say was that it wasn't their fault.

Very disappointing and I can't even remark on the quality of our pizza because we STILL...

Today was my first time ordering from here in over a year. Despite the 3.9 rating, I placed an online order because I didn't recall having any problems before. Everything was fine until I picked up my order and was told my bill was a little higher than I expected. I mentioned how much it was when I checked out and that there was a discount that should have been applied. The associate shrugged his shoulders and responded with, "well the discount doesn't show on your order". He asked me for the promo code and I told him that it was an offer I had available when I logged onto my account. I didn't recall seeing a code. I then asked why didn't he know it being that he works there. As I was looking on my phone for the confirmation email, he says "Why would I know it if you placed the order online, if you would have called in I would know it and could help you". After I showed him the confirmation email that showed the discount and what my total should be, he asked for the promo code again and to scroll through the order for it. There wasn't one on the order, it just showed the discount that was applied. I do not blame him for the system issue however, he was rude and sarcastic about it. I told him he shouldn't be rude to me because their online ordering system doesn't give correct info to the store. I saw another review that stated the manager was rude. I believe that my interaction was with the same guy. Unfortunately, my food wasn't good however, I wouldn't be writing this review if it wasn't for the poor customer service. That guy needs training or he should be in the back...

Let me start by stating that I love Donatos pizza. But this location, by some miracle, takes what is a typically tremendous pizza and consistently turns it in to floppy, soggy goo. I know that each store receives very clear instructions on how to prepare a pie the Donatos way, but the Bethel Road staff apparently lost the guide and has no oversight by a district or regional authority.

I understand delivering an unfortunate cold pizza every once in awhile, but the rate at which Bethel serves substandard fare is shocking. Dine in, delivery, carry out - it does not matter. The pizza is plain bad 4 out of 5 times. Every few months I give them another chance. I don’t know why. I guess I feel like everyone can change for the better, and I hope that the location closest to my office will turn it around.

I’ve resorted to the incredibly annoying task of ordering online from Kenny Road, calling the store afterwards and telling them I’d actually like it delivered because Bethel Road is terrible. I then have to provide my CC again to pay for delivery. (Side note: please let me choose which store I would like delivery from during a web order, at least when they are equidistant to my location) Sure, Kenny Road can spin a bad pie even so often. Every restaurant does. But at a significantly lower rate than Bethel.

I never understood how some people didn’t like Donatos. That is, until I realized that perhaps those people have only visited the Bethel location or others like it. I’m sad that this great pizza chain can get a bad rap because of stores like...