Donatos Pizza — Restaurant in Shaker Heights

I ordered a cheese pizza for my niece on 6/13/2022 and was sent a pizza w/pork right before they closed. I am allergic to pork and I’m also Muslim so I can not eat it. I called to speak to a manager to see if I could get another pizza, and was told I could get a customer credit for next time because he could not send me another pizza tonight, furthermore after I hung up the first time I thought to ask if I could just receive a refund, I called back for a second time to ask the manager if I could just have my money refunded back to me, the excuse he gave me was just baffling and I could tell he just didn’t want to do it. He proceeded to argue and become rude when I began to question his reasoning behind why he couldn’t refund me he proceeded to tell me what he’s been dealing with all day, but I’m just calling because I’m missing a product I paid for, so I was totally confused at the projection. After about 5mins of going back and forth for no reason, I tried to reason with him, I was calm and nice throughout this whole situation even though the manager wanted to argue and be rude. After trying to explain to him I was only trying to see what my options were, he proceeded to hangup on me. He shouldn’t be a manager if he cannot communicate with customers properly. I’ve worked customer service for several years, even on my worse day I was still pleasant with people. My order was delivered late so of course I’m also going to contact the store late, so I’m not sure what the issues was. Anywho be prepared to deal with an attitude and unprofessional behavior if you have to deal with...

I love going to this place but, today was not great. The store was very clean but, the Merchant was not together as far as facts and on point today. I was doing a Door Dash delivery pickup and there was a total of 3 items. They were 1 12 inch pizza, 2 brownies and bread sticks (number of bread sticks unknown). I am not allowed to open any boxes or packages that I receive for my Customer's. I do not know the sizes of the brownie nor the bread sticks. I asked the Merchant twice if this was everything that the Customer ordered that I received and the answer was "Yes" twice. I only received 2 boxes 1 large box for the 12 inch pizza and a semi medium box which was suppose to have the bread sticks and brownie in it. BUT, when I arrived at the Customer's house and did a no contact delivery drop off, the Customer called me and asked me where were the brownie's. My answer was "they were not in the box?". He said "No". I then told Him the same story that I mentioned it above and told Him to call the store so, He could have His brownies delivered or He can get refunded for the missing item. If, He had returned a call to me with an answer or solution I would have gladly went back to the store and asked to speak to the same person who told me that all items were present, informed Her that it wasn't and gladly took the missing brownie back to the Customer's house without pay. Everyone lost...

"DO-NAT-eaTO" By far the absolute worse experience ever! Im originally from Cincy and LOVE the Donato's brand and was a long time customer, however the franchise location in Cleveland in Shaker Heights is a TERRIBLE representation. 11/4/15. About 8:30pm Upon walking into the establishment, with 2 customers already waiting in line the cashier walks from behind counter into the restrooms to began emptying trash, I'm assuming apart of closing procedures. A cook had to come out and knock on restroom doors just to bring to his attention that he left two, now three customers including myself waiting. Finally reached the counter only to be handed the wrong order, turns out my order was NEVER made! Good thing I opened the boxes before leaving because the quality of the pizzas-cheese, toppings, crust looked DRY and HORRIBLE! $35 order CANCELLED! The pizza at this location is far from the 'quality pizza' so proudly displayed online and in store. Save your $$, go else where! Donatos on Van Aken...