Donatos Pizza — Restaurant in Savannah

I placed my order at 5:32 pm through the donatos website and was supposed to pick it up at 6:02. When approached, nobody in the store knew where my order was. A woman whom I perceive to be the manager came out and said she confirmed the order but “nothing printed out.” That’s fine, I get it. Technology can be a pain sometimes. What happened next is the problem. The owner is somehow involved in this transaction, but have yet to have contact with him or her. No recovery was attempted. No offer of a drink while I wait, nobody took responsibility of the problem. Just “wait and we’ll remake it now.” The customer service person didn’t know how to look up an order in their system and had me go through the order with her and with a second person. After fifteen minutes of waiting, one of the cooks came out and asked if a particular ingredient was on my pizza or not, which tells me that it still hasn’t been prepared. No attempt to recover my loyalty as a guest has been made. At 6:26 pm, cook came out to tell me they were putting my order in the oven, 24 minutes after my arrival. Three separate people asked me what kind of salad dressing I wanted for my salad. I could hear personal discussions from the cooks in back because no music was present in the lobby.

While technology issues do exist and it is a challenge with everyone across the food and beverage industry, it’s frustrating to see an establishment have such a poor response...

This is not a retraction but yet a redemption review. So, after all of this took place, the owner/mgr Adam personally call me and asked for further details about my dreadful experience. I was thoroughly impressed!! He repeatedly apologized for the bad experience I had and assured me that this type of behavior is not warranted at Donatos. He offered me a full credit on my order and asked me to give them another try. And I did just that last night. And OMG!! What a complete 180°. But it almost didn't happen😳idk who was the first person who answered the phone, but it wasn't good. Plus she hung up on me. But surprisingly I'm glad that she did bc I probably wouldn't have gotten the awesome privilege of having Ms.Terry taking my order. She was a pure delight! Very professional, cordial and very knowledgeable in the products. She helped me with understanding completely what I was getting and offered better suggestions for what was better economically for me. Not only did she take care of my order perfectly but she went above and beyond to see that everything I ordered was correctly prepared. The salads we ordered was so delicious and filling, that we barely made it to eating the pizza and dessert😋THANK YOU ADAM AND TERRY FOR AN AWESOME(and delicious) EXPERIENCE AT DONATOS!! You have gained a new customer! Yes I will be...

As a loyal, weekly customer of over a year, I had a problem with my order tonight. I asked for a few jalapeños with my mushrooms. After the first 2 bites my mouth was on fire!!!! Even my husband who likes spicy food couldn’t handle the heat! As my husband and son ate their pizza I decided to return the pizza and request it be remade without jalapeños. I called to explain the situation to the assistant manager and he said that it wasn’t there problem. He told me if he remade the pizza I would be charged a 2nd time. I told him we were regulars and I was just trying to get my pizza corrected because I couldn’t eat the one I initially got. He said there was nothing he could do but make a new pizza and charge me again. I turned around to go back home and was upset and felt like the situation could’ve been handled in a much better way. I wasn’t trying to do anything dishonestly, I just wanted to be able to eat! Unfortunately my family and I will not order from Donato’s again. We have had other issues with, them sending the wrong order home with us, drowning the pizza in tomato sauce and incorrect toppings ( and their amount) and each time I’ve called and explained the issue to ensure the next time we wouldn’t have...