Donatos Pizza — Restaurant in Indianapolis

I'd like to leave a review that isn't favorable at the moment. I may rewrite it with a more positive experience later. Perhaps this will prompt a response from corporate, as I've tried contacting them once before but received no return call or email.

To any customer considering ordering online, please be aware that their website isn't user-friendly by any standards.

Our experiences, along with examples, have cost us money and led to disappointing meals.

For instance, coupons have failed to load correctly on two different occasions. Also, the process to apply a coupon is a three-step process that sometimes gets deleted upon checkout, which is not easily done by any standards.

On one occasion, the online ordering system changed our ingredients upon checkout, giving us cauliflower gluten-free crust (which is not something we wanted at all).

When we informed the customer representative at the store that this wasn't what we ordered, they became defensive and kept repeating, "Well, this is what you ordered online."

Honestly, as a paying customer for "high-end, expensive pizza," my only concern is returning home with the correct pizza for my wife and family.

Needless to say, I haven't ordered pizza from there again. Today, my wife and I decided to give them another chance with a simple order—something that's pre-made and almost impossible to mess up unless we forget to check for the salad dressing.

We ordered the Mediterranean Salad for a quick, light dinner. We did enjoy their blue cheese, chicken, cranberry, spinach, apple cider vinegar entrée salad.

All I can say is, somehow, we got the short end of the stick again. I'm not suggesting anyone did anything on purpose, but we paid over $18.00 for two salads, and it seems whoever prepared these salads for sale(s) didn't include any blue cheese and replaced it with two soft slices of tomatos. I'm pretty sure the other ingredients were also pretty sparse. Mostly iceberg lettuce with four leaves of spinach and two thin slices of pre-cooked chicken.

Something I have also battled with is getting a well done pizza crust. I have spoken to the store prior to ordering and I'm sure they attempted to make it "Well done". But floppy pizza crust isn't...

Too many kids working here and not taking the job seriously! I ordered two simple size salads which took 20 minutes for them to prepare. First off with my history of ordering with Donato‘s I have never waited that long for any location to prepare two salads. Secondly I simply just asked the guy for more dressing and he went to the back and didn’t come back for about five minutes. He came back and started speaking on another issue about them making my salad wrong when I never even brought that up. It took about two minutes for me and him to get a clear understanding that I was just simply asking for extra dressing. The comprehension on his end was not there. And then I let him know once again that all I am wanting his two extra dressings then he goes to the back and brings them back to the front and then tells me that they are a dollar. I asked him if they were being charge for why didn’t he just tell me that in the beginning before wasting all my time. And he admitted that he thought that I was referring to something else, so I just left at that point. This location needs to hire better and qualified workers that can comprehend...

Our family has ordered from this location several times, a few mess ups here and there, but this evening was more than a small mistake. We understand it's a busy night, running late isn't an issue. The issue is upon delivery the unmasked delivery man hands us a pizza box smashed into a cold pizza all toppings attached to the top of the box, breadsticks also smashed, and a melted sauce cup attached to the bread sticks. Yes, melted plastic was all over the breadsticks. I called the store and requested a refund, the young lady advised me that no one at the store was able to issue a refund as the manager was on vacation for 3 weeks... I then asked to leave a message for the GM the young lady declined and advised to do so through their website. She offered to remake the order or give a partial credit on the account. I've worked in the food/beverage industry, I know what happens to a remake. I will be reaching out daily until a manager (who is supposedly on a 3 week vacation) is able to refund me for the inedible food we received this evening. My children are left disappointed and having wasted money on food they can't eat...