Donatos Pizza — Restaurant in Mason

I had a terrible experience this evening with Donatos Mason location. I called in to order food for my family at 9:00pm. I spoke to a young man named Nick. He couldn't hear me so I had to keep repeating myself. He had a little bit of an attitude with me but I dismissed it. He told me my food would arrive 30 to 40 minutes. At 9:50 pm, I called back to find out what happened. I spoke to Patrck, who was professional. He advised me the food was guaranteed for10:05pm. I told him Nick told me it was 30 to 40 minutes. He asked my if I want to speak with a manager. After a couple of minutes, Zach (the manager) picks up. I try to explain I am not happy with the fact that Nick said my food was to arrive 30 to 40 minutes. He proceeded to make excuses. I got more upset because I think the least he could do is apologize. He said,"what do you want me to do?" At that point I told him I didn't know if I wanted the food. If they had given me the correct time frame, I would have ordered somewhere else. At that point he said I can call the driver and cancel. I couldn't believe they made a mistake and this so called manager was giving me an attitude. I told him I wasn't going to order food there anymore. I told him at this point the driver is on his way I would just accept the food. I told my husband what happened and he told me to call back and cancel order. I called back at 10:00pm and told him to forget the order and I asked him to credit my account. He then asked me if I wanted a store credit and I said no a credit on my credit card for the food I paid for. I told him I need a cancellation number for my credit. I told him I was disappointed with what had gone down and he the manager of the store hung up on me. I tried calling back and no one picked up the phone. At no time did he apologize or sound like he was trying to listen or show concern. At 10:10pm the delivery guy knocks on my door. Zach didn't even bother to call his delivery guy to let him know the order was canceled. I am writing this review because I do not want anyone to have to go through a...

I ordered a pizza and salad yesterday for pick up. The pizza wasn't ready when I arrived (still in the oven). The employee pulled it out the oven cut it so some pieces were very lg and others very small (not uniform) and the pizza wasn't crispy like normal. I also ordered a very veggy salad w/o onions. The salad was pulled from the case at the front of the store and it had onions on it, the lettuce was turning pink. I don't know how long it was sitting there but I couldn't eat it. It addition to not being how I ordered it, it wasn't fresh. There was no other customers in the store the whole time I was there waiting, or in the parking lot around the store, so I don't think the lack of attention to what they are serving was due to being busy, The employee seemed to care less about what she was doing. She had to be reminded that a salad went with the pizza and never looked to see if there were any special instructions. I still like Donotos, but I will go to another location from...

Will 100% order from Donato's again when we are in the area! Not only was it delicious, but the service was exceptional. We ordered pizza while vacationing at a nearby hotel and instead of receiving the 1 traditional and 2 Gluten Free pizzas we ordered, we received 2 traditional and 1 Gluten Free pizza. Not thinking, I called our delivery driver, Brian, who had called me prior to delivery as I was meeting him outside, and explained the mess up. HE then called the store and sorted everything out. HE called me back and told me he would be back on his way with the fresh pizza momentarily and he was incredibly apologetic; he even refused compensation for his additional time. When I called Donato's to commend Brian they too apologized for the mix up and told me they would pass my review to him. I told them to need to keep Brian around for as long as possible, although I wish Brian lived closer to us as my husband would hire him for his store in...