Donatos Pizza — Restaurant in Middletown

My family and I had a spur of the moment outing. I’m pregnant and was craving skyline, but they were closed. We said we couldn’t go wrong with Donatos, however, we received a distasteful and unpleasant experience. We dined in and had to place our order at the register. We ordered a large pizza, wings, and a personal pizza. The food came out, the large pizza was fine. The personal pizza, however, was burnt to a crisp. Not browned, but black all around. The personal is already extremely small. Me, being pregnant and specific. Kindly told the girl, my pizza is a bit burnt. She instantly got upset, and said this is how it’s made. I told her that we eat Donatos all the time, and it’s never looked like that. She argued that it’s not burnt, and was very rude. I asked her why is she being rude, all I said is the pizza is burnt. She still displayed a lot of attitude, rolling her eyes and raising her voice. At that point, I no longer want to be serviced at a place where someone is that capable of treating a customer that way. I asked for a refund, she told me they don’t give refunds. There was a nice young man who came from the back and he listened we communicated effectively. He took my receipt and said he would make a phone call, she snatched the receipt and said she is the manager. I asked is there anyone else I can speak with, I didn’t want to speak with her. I refused to get worked up, and she steady gave me mean looks and disrespect. After my husband showed her the pizza again. Saying ma’am just look the pizza is burnt breaking it because it was so hard, she still argued saying if she remakes it it’ll still be burnt. She then called her manager, and apparently the manger told her how to process my refund. I asked her name, she said she doesn’t have to give me a name and threatened to call the police. My sister was a lot more confrontational than me, I paid for service and not her. I remained calm and respectful, yet was met with the worst customer service. And if Donatos doesn’t do something about her, I’m definitely not letting up. Corporate will be contacted and I will follow through with legal action. No business should have staff that treats customers poorly just because of their dissatisfaction, which was valid. I wish I had recorded this interaction. I sure would have gone viral on TikTok with the way this young lady acted. She wouldn’t apologize or listen. Her nails were filthy and she honestly should never be left to manage anyone, seeing that the guy who was there was 1000 times more professional than she could ever be. I will ABSOLUTELY never dine in or eat at Donatos again. I Cried after this just because my hormones were all over the place and I didn’t deserve that kind of treatment. Shame on you Donatos for hiring someone who lacks communication skills and leaving them to...

I came in on Friday to pick up my order I placed online. The pizza was ready shortly after I arrived but they hadn’t seen the cheese bread on the ticket so they had to start it after the pizza was already ready. The pizza didn’t look like I expected, it was supposed to be bacon, pineapple and hot honey drizzle but there were hardly any toppings and by the time I got it out to my car, after waiting for my cheese bread it was cold. While I was in the store waiting, the employees were having inappropriate conversations that everyone in the store (myself and several other customers waiting on orders) could clearly hear. An associate in the back kept saying how everyone could hear her and she kept saying she didn’t care. She also was on her phone texting and couldn’t even look up or get off her phone while she was cashing me out for my pizza. To make all of this worse, I contacted customer service from the parking lot. I wrote a long comment explaining all of this and called the 1-800 number trying to speak to someone because needless to say I was extremely uncomfortable in that store and didn’t want to talk to anyone at store level, anyway, it’s now after close of business on Monday and I have not been contacted. Absolutely nothing went right in this visit and customer service appears to be non-existent. I don’t order from Donato’s often, I actually came here for the hot honey and I won’t be back, ever…. The picture is of the pizza that I didn’t eat because it didn’t have any toppings, it should have had pineapple and bacon, the entire thing was cold and like I said, it was supposed to have hot Honey drizzle and I didn’t...

I love Donatos so for some reason I've gone back multiple times after saying I never would each time. The food is never right and frequently cold, the customer service is an absolute joke, and I have never waited less than two hours for my food. One time I waited over an hour and a half for my food, it never came so I called.

I was on hold for twenty minutes and decided to drive to the store. I live about 12 minutes away so I stayed on hold while driving. When I walked in the store no one was at the front desk so I called for one of the four people standing in the back to help. I asked if I could hang up the phone and was told they didn't realize I was still holding. I decided to cancel my order and get food elsewhere because my food hadn't even been started.

It's kind of unbelievable how one location can consistently be so bad. I've tried to say that one bad night of service doesn't make up for the other good nights but unfortunately there has never been a good night of service for me and my family...