Donatos Pizza — Restaurant in Indianapolis

Now I've never had an issue with Donatos or this location... until yesterday. I'd partnered with one of my coworkers to have pizza ordered for our team. The order was placed online and gave us an expected time of 3:04 for the arrival of our order. By 3:17 we'd noticed our pizza still had not shown up so we called in to the store. It was explained multiple times the order had been placed online over an hour ago and we'd not received a call saying they were behind nor had our food shown up. The associate I'd spoken with advised the only thing on our order showed for a salad. $39 for a salad, I think not. I repeated my order and he informed me he would have to go "look for it". Regardless of it being a salad, why would it take over an hour to deliver that to a location 10 minutes away? After locating my order and spending over 15 minutes on the phone I requested to speak with the manager. I spoke with Benji and reiterated my situation and my frustrations. The manager kept repeating the driver was on the way and there was nothing he could do for me. Why is that your answer? A simple courtesy call to let us know you were running behind would have alone been a gesture towards good customer service. This manager was beyond rude and had no empathy what so ever. He was too busy talking over me to even listen. We initially accepted his response that the pizza would arrive shortly aand disconnected the call. During our wait, my colleague checked her bank statement and we'd noticed wed been overcharged for our order. I called back for the second time and spoke again with Benji. I informed him the charge was incorrect on the statement and once again, the tin man had no real answer. His only response ugggh I don't know how that would be your charge. Just useless. I requested the name of the manager over him and to speak with him as clearly Benji was of no use to me. He informed me of his manager and explained he would return to work on Monday. I informed him I would be stopping by to speak with him personally. While speaking to Benji, our order had finally arrived. In my attempt to explain how this had inconvenienced myself and my team, he did offer an apology but on the driver's behalf. I informed him I do not blame the driver as he only delivers the pizza your team provides, I blame Benji and his lack of leadership skills as 25 minutes ago they couldn't even account for my order. He proceeded to pass blame on the driver for being late. I then explained to him as a leader you apologize on behalf of the team, not pass fault to avoid ownership of the situation. I informed him he SHOULD NOT be in the position he is in as he is a horrible representative for Donatos. My colleagues went to receive what should have been the perfect pizza but instead our order showed up..... burnt. So you mean to tell me I've waited close to 2 hours for charred pizza?!?! Unacceptable!! I asked Benji if he believed the way he was treating a paying customer was acceptable and what he would expect if he were the customer and this had happened to him. I questioned him on whether or not he believed his manager would support his actions and the way he handled the situation. He DOES NOT deserve to be in any leadership role as he does not have any customer service experience. I spoke with Chris, the delivery driver and he apologized profusely for the mistreatment, tardiness and the burnt pizza. I explained to him, I do not blame him, i blame those who stood behind the manager and deemed this service as acceptable. Chris contacted the GM Brian and explained the situation. The GM apologized on behalf of our experience and credited our account for our next visit. I will say I appreciate Chris and Brian for their amazing customer service especially Chrid as he went above and beyond the expectations of his job role to show value and appreciation to me as a customer. The only reason I am writing this is because I promised Benji I would write a review dedicated to his lack of customer service. Chris and Brian- 5 star, Benji- (-1). Pics coming...

So we call in an order for pick up of a large Pepperoni Pizza and 12 mild boneless wings. We were told the order would be ready at 7:30pm. I arrived at 7:33. I paid. I was advised they were just waiting for my pizza to exit the oven. I didn’t receive my order until 7:50. Considering I waited nearly 20 minutes past the advised pick up time, i assumed my food was prepared correctly, and would be fresh. I took my food and left. I live down the street. The restaurant is at 56th Steet and I live at 62nd. When I arrived home a few minutes later I realized I only had 5 BBQ wings, and an Ice cold pizza. When I contacted the store the manager stated if you arrived past the time given your pizza would be cold. Even though we were explaining I waited in the store for nearly 20 minutes. He stated he could remake the food, we were fine with that. We asked if he could have it delivered? He stated yes it’ll be 45 minutes, fine. He then proceeds to say just return the food to the driver. So naturally we state we’ll take a credit because we’d rather not have to wait an additional 45 minutes on top of the nearly 20 minutes I spent in the store just to eat. The manager Then stated he would credit us for the wings. So let me get this straight you’d replace my order if I wait another 45 minutes but you’ll only credit me for part of my order if I choose not to wait? I was disgusted that as a manager he could be so unprofessional and show no empathy knowing entire night shift was a group of kids that were playing loud rap music in the back of the store. He had to constantly ask them where the food was, that had been prepared for customers waiting in the drive thru. When I arrived there was a couple waiting and a gentlemen walked in behind me who was advised he had to wait 15 minutes. Long short of it I wouldn’t waste my time or money here when there are BETTER pizza places with BETTER service in...

Every. Single. Time I order from this location, the order is NEVER RIGHT!! Never. This time I called as opposed to delivery, thinking my pizza would be made correctly. First off, the person on the phone was less than pleasant. Very short and seemed bothered to help. I stressed that I wanted LIGHT CHEESE(he even typed it in as special order)on the spinach sausage cauliflower pizza. I even went so far as to explain that the last 3, yes THREE times I've ordered this, its been drenched with cheese. This time was no different AND there was no spinach on it either. Fortunately, I checked the pizza before I pulled off. The guy at the window was less than pleasant, probably same one from the ordering process, was very short and bothered that I was sending the pizza back. No apology, no nothing. The manager, I believe came to the window and apologized. They remade the pizza and brought it out to me. As I type this....THIS pizza now has light cheese and spinach but NO plant based sausage. I again returned the pizza to the manager, that came out to my car. They are remaking the pizza for the 3rd time.. The lack of attention to detail is pathetic and staff I dealt with,, other than the manager, were unfriendly and unprofessional!! I am done...