Donatos Pizza — Restaurant in Columbus

I placed an order on Door Dash for a small founders pizza on cauliflower crust which I have had many times. When I received my order which was only 8 minutes after the dasher picked it up, it was old, cold, and burnt. It was as if it was different pizza before and they made into what I ordered because it was extremely well done. I decided to call the store instead of going through door dash because I felt the store needed to know the poor quality of the order. When I called I spoke to a very nice person and she had great customer service and wanted to make things right. I advised her that I would be there after I got off work and she said to ask for her and my order would be ready. When I arrived at 9:41 I was told by Brandon that the pizza would not be remade the way I wanted it (with regular crust) and that the person I spoke with was on break and she told me something without talking to the manger first. I was told that they would remake the order now at 9:50pm after me working a 12 hour shift and not eating due to the previous pizza not being edible. Keep in mind the pizza was so bad that got delivered that no one in my staff even wanted it. I then heard laughing in the kitchen and got nervous to eat whatever they were remaking and decided to not want my food remade and I would contact door dash in regards to this store. All of this headache over a small pizza. I felt it was completely ridiculous and just flat out intentional bad service. Cauliflower crust costs much more than regular crust and the issue could have been fixed in more cost effective way but instead the management wanted to give me a hard time, waste my time and money. Door Dash did end up giving me a full credit but this encounter was absolutely insane and she be taken as a time...

ABSOLUTELY HORRENDOUS CUSTOMER SERVICE! I ordered pizza online tonight because I have a migraine and didn't want to have to go out. I selected a delivery time 2.5 hours later and when my pizza never came and I never got an email saying where it was I started calling. Couldn't get anyone in the store to answer the phone and the answering service is unhelpful. They can't give you a refund and they couldn't get a hold of the store either. Finally sucked it up after 45 minutes and drove all the way there to be met with a locked door at 8pm on a Saturday and 3 employees ignoring my knocking for several minutes before one finally yells to go to the drive thru. I do that and am ignored there for another 5 minutes before someone finally comes. I explained to them I never got my pizza, have tried calling and now am here, doing exactly what I was trying to avoid by ordering online for delivery. I was abruptly interrupted and the guy only says "Last name" to which I tell him and spell it. He then says it's already gone and tries to shut the freaking window! I definitely was beyond pissed at this point and probably gave him a few F bombs while asking for my refund which he says I can only get by calling 1-800-DONATOS and tells me he won't tolerate my language, then shuts the window. After a few steaming minutes I finally leave. My pizza arrived as I was getting back home, almost 90 minutes late, cold and without an apology. I will never order from this...

I ordered pizza from here several times over the last year as I love the taste of their hot honey pizza. However, every experience has been different and I think only one of them has been completely satisfying. On one occurrence, I ordered a pizza as a thin crust with whatever toppings and they sent me a completely different pizza. When I contacted the company, the manager offered to comp my meal (not refund but give me a credit for it.) She was the only manager working there at the time but, when I called back two weeks later to cash in my credit, the current manager claimed "if you don't have her name, then we cannot give you the credit." They then informed me the previous manager no longer worked at the establishment so there was no hope. I just ordered a hot honey thick crust pizza and a cinnamon bread and both came out burnt with the cinnamon bread having a pizza aftertaste to it. I'd think the cinnamon and icing would overpower any pizza flavors but who knows? I'm at the point where I may try another donatos or maybe I'll just stick with the generic chain pizza places because this is...