Donatos Pizza — Restaurant in Columbus

I called this location about an hour before close and placed a delivery order. The initial person who answered the phone seemed incompetent, as if he didn't know how to do his job at all. It was to the point that I had to correct him on my phone number 4 times total and he nearly hung up the phone without asking how I'm paying (which was credit). He then didn't know how to input the information so I had to wait for the manager to get on the line. She took my information a second time and told me that the order would be out to me in 60 minutes. An hour passes and I hadn't received a call. I finally receive a call 10 minutes after close from the manager who explains that the deliver address I provided was out of their delivery range and that she transferred my order to a different, closer location; however, she had no clue as to the status of my order (if it had been made or if it will even be delivered). She just provided me with a phone number for the location and left me on my own. I called the number provided and the location tells me they've closed and also never received a transfer order from another location. This location is TERRIBLY unprofessional! I'm unsure how my order sat for over an HOUR without someone discovering that it was out of their delivery range and needed to be transferred until 10 minutes after close.

I plan to report this location to some sort of complaint hotline and I will never place another...

As I ever so politely stated to the manager when I called last night - I've been a customer of theirs for months, I've never had a bad order, my deliveries have always been fast & therefore, I've always tipped extra well...unfortunately, last night's pizza changed all that. I can understand an order maybe gets messed up periodically but HOW ON EARTH does someone mess up an order on a pizza calling for not just pickles, but EXTRA pickles & the pizza came plain with NO PICKLES at all!!!? I mean, that's the primary topping for crying out loud! (And yes, all you pickle on a pizza naysayers - they're the bomb!!) People who order a pepperoni pizza would be pretty upset if their pizza was delivered plain!! So, the person who made the pizza seriously messed up but doesn't anyone check the orders before they leave the building??? The manager seemed rather annoyed by me for some reason, even though I was trying so hard to be nice. He also didn't seem to be genuinely concerned about the error. He did robotically offer to credit me a free pizza for next time but what he should have done is have the correct pizza that I ordered and paid for made & delivered immediately, not a credit for a pizza I'll never order now. The manager could have saved the day if only he had done that, but no. Nothing is worse than bad customer...

Update 6/4/22 - after pretty good service for a while, Donatos has switched to DoorDash and getting my pizza was a fiasco. Finally it arrives cold and missing items. I call the store and am offered a $5 coupon on my next order. Unless this is resolved, there probably won't be a next order. One of the reasons I used Donatos is precisely because they didn't use DoorDash and the delivery drivers were previously reliable.

Update: general manager stepped in and resolved.

(old review) I've been a customer here for the past 20 years. Service here is normally good and the pizza quality great over the last 6-12 months. Last night, however, we had an issue with the pizza and reported it. The manager Joey went above and beyond to correct the issue in his follow up. As I pretty said to him, problems happen in every business, but how they're resolved is what makes the...