Donatos Pizza — Restaurant in Elizabethtown

Unless you want a couple of new stomach ulcers caused by stress and frustration, do not attempt to order online from the new Donato’s Pizza Store that recently opened in Elizabethtown,KY. This store has absolutely the worst customer service of any restaurant I have ever dealt with in my 72 years on this earth. I am not one to usually complain, but this situation went well beyond acceptable. My husband and I decided to try your new store for the first time by ordering online. We placed the order for delivery which we paid for by credit card with our usual tip for the driver. We received an email telling us the orderwhich was placed at 5:38 pm would be delivered at approximately 6:04 pm. We live within a 10 minute drive to the restaurant. At 6:20 pm when the pizza had not arrived I called the store. I was told they had it ready and were waiting for Door Dash to pick it up. The girl told me that they should be there soon and would bring us our order. I asked her how soon, since it was already late and she said she didn’t know. I said okay and hung up. I waited another 20 minutes and still no delivery. I called the store back again and she said I could call Door Dash because they had it. I told her that the delivery problem was theirs, not mine and they needed to find out where it was. She agreed to call me back after she spoke with her manager. The delivery girl showed up five minutes later and tried to hand my husband an ice cold pizza before turning to quickly leave. He stopped her and told her that it was cold. She said sorry but they did the best they could do. My husband told the girl we were refusing the delivery because it was not acceptable. The girl at the store then called me back and said her manager told her there was nothing they could do about it. I became angry about the arrogance and lack of concern she was giving me at this point and I told her I wanted a refund. She told her manager and came back on the line to tell me there was nothing they could do. So no refund or even an apology. The pizza and salad were a little over $38.00 with tax, delivery fee and tip. I asked then for the Corporate telephone number and I told her that the attitude and service was not good for their business as a brand new restaurant. Have no idea if Donato’s has good pizza and I guess I’ll never find out. I do know they do not have what it takes to be successful in their highly competitive business. I will never attempt to order from them again due to this experience. It’s been two hours now since I placed the order and I’ve totally lost...

While the food was delicious, the service my family received on my delivery order from 6/29/25 left little to be desired.We've ordered from this Donatos in the past and never had any issues until now.

On the aforementioned date, my husband placed an online order for delivery from the Elizabethtown, KY Donatos. Our order consisted of 2 large pizzas, a half order of Asiago bread, and one side Italian Salad.

However, not only did we have a long wait to receive our delivery order (more on that in a moment), but we didn't receive the side Italian salad. The food we did receive was delicious, though, but were quite disappointed that the salad was missing. My husband was really looking forward to having it again since he enjoyed it so much when we ordered it in the past.

The reason why our order took so long to arrive was our Door Dash driver texted us that Donatos refused to release the order. When we inquired as to why, the driver responded that Donatos said we had requested the order to come later. That is incorrect--we requested our delivery to arrive ASAP. Why, if we had requested the order be prepared later, would the Door Dash driver arrive to Donatos 30 minutes early to collect it? And we ALWAYS request our orders ASAP, which was never a problem until Donatas decided to make it one with this order.

My husband and I, at that point, considered cancelling our order. But since the driver was already there, waiting and we didn't want to knock this person out of a tip, we told the driver no worries, we'd wait.

So while the service of the Door Dash driver was exceptional, the service we received from Donatos was not. Making us wait an extra long time which could've been avoided it they'd taken care to pay attention and see we asked for our order ASAP, not start it 30 minutes later. PLUS after that needless delay, not even including the salad we bought and paid for, which was clearly shown on our email receipt. I realize the salad was just 5 bucks, but it's the principle of the matter. When you place an order, getting what you paid for is not an unreasonable expectation.

Sorry Donatos, you really dropped the ball this time. The service was subpar, enough so that we are done with ordering from you. When a family spends nearly 60 bucks for a food order, they deserve better. My family most certainly did.

Next time we make a food delivery order or when a pizza craving hits, we will...

I went this past Saturday on May 10, 2025, to try them for the first time. I walked in at 5 pm. and placed my order with the lady at the counter at 5:03 pm. I ordered the Calatzoni and a 20 Dr. Pepper and she said it would be about 5:28 pm. when I would get it. So I waited and noticed other people have been waiting for their food for a while. So it was after 5:30 pm. and still haven't got my food. I didn't get my order till about 5:40 pm. So more people came in, along Door Dashers, and some of them were waiting for their food as well; as I was waiting for my food. This one guy placed his order online and told him it'll be ready by 5:20 pm. or so, and he walked in and told him they had just started making it. He said they had been open about 3 weeks and are still having problems getting people's orders out. It's not good that not only did I have to wait for my food that long, but other people did as well. This isn't good business practice. I get you all just open, but already 3 weeks in, and you all still can't get orders out on time, let alone making it fresh and hot like the customers wanted? My food was good and not bad. Good taste and all, so that's a plus, but having to wait that long for what I ordered is uncalled for. I like to support local businesses and will try you all again, but if I keep having issues like this on having to wait a long time for my food, then I will diffently not be back. Please get this resolved, or not only will you lose me as a customer, but others as well. That's why I give it a 1 star overall. If I go back and it has gotten better, I change my review; until then, it...