Donatos Pizza — Restaurant in Norwich Township

We ordered our pizza by phone. They said it would be ready in 15 minutes. So we got there about 20 minutes after the order was placed. Went through the drive through and the worker couldn’t find our order. We tried first name, last name, and phone number. She kept saying she couldn’t find it. We went and parked then called the location and another locations to make sure we didn’t get the wrong place. Both didn’t have an order from us. We placed the exact same order with a different first name but same last name online. It said it would be ready at 7:17. We went to the window at 7:17 and we gave our number. She found the order this time. She looked for the pizza and what we assume was the manager called her over and showed her the 2 tickets. Yes they had both our orders on a ticket in the back. They were confused by the fact that there was 2 different tickets same last name but different first names. The whole time they were talking we could hear and see them because the window was wide open. Also half of the staff was either wearing their masks below their noses or on their chins while working with our food. They came over and asked if we just wanted one order or both orders of the same thing. She kept says we’re sorry the order wasn’t in our system and they couldn’t find it even thought they had a ticket in the back with the order on it. We said just one and checked us out. We were a little confused because she asked for the credit card even though we put the card into the online order and said it charged us. She said it would just be a few more minutes because not everything was ready and asked us to drive around again. We were angry at this point because our order wasn’t ready and had been their for over 30 minutes since the first order was placed. And finally our food was ready she gave it us. We checked all the food to make sure they didn’t also mess the order up. The order was right and hot but most of it was burnt. We order cinnamon sticks and it has to 2 sets cut in 4 so a total of 8 and they were so burnt we had to scrap off some of the burnt parts and it tasted of burnt. We have gone to this location for a few years now and never had a problem but today was just awful and are going to a different location...

I have ordered from Donatos for years. Over the years I would give a 5 star. I will continue to order from them but want to caution everyone to look at your order. I ordered the sub. I know what is on the sub and how it should taste because I have ordered so many over the years. This one was COLD, dry (ordered mayo and not sure they put any on it), 3 slices of meat, no cheese on one side, paid extra for mushrooms and I counted 3 on the entire sub. I called the manager extremely upset. I did acknowledge there has never been a problem before and probably should not complain but....this is an issue of quality. Had it been slightly burnt, or maybe just the 3 mushrooms..no big deal. But clearly there was a lack of care preparing this sub. It was thrown together regardless of what was ordered. This was not the same sub I have had and loved for years The management did replace the sub at no cost but I still thought...

I ordered 45 minutes in advance for two pizzas (one gluten free crust) and one sub. After sitting in the drivethru for 15 minutes and finally getting to the window (now 10 minutes after my pickup time), I was informed the pizzas are in the oven and I would have to come inside. I went inside, where I was met with 14 other people waiting on orders, yes I counted. The cashier was polite, and I can't blame her for someone else's problem. 20 minutes later, I was finally given the order.

The order did not contain the gluten free crust that we ordered, so unfortunately my wife was unable to eat any of the order.

I would suggest the manager turn off accepting new orders for 30-60 minutes so they could catch up on orders placed. Again, the cashier was very polite and apologized and I don't...