Donatos Pizza — Restaurant in Xenia

I don’t even know where to start with this review. Absolutely the worst pizza experience I have had in my life. First, I placed an online order for deliverly. The delivery time stated the pizza would arrive at 6:09 (50 min wait time from when we placed the order). We patiently waited for the pizza to arrive, however it never did. Around 6:25 pm my boyfriend called to check where our pizza was. CUSTOMER SERVICE WAS HORRIFIC!!! The man who answered the phone from Donato’s stated our pizza was still in the oven. My boyfriend then asked how much longer the pizza would be since we had already been waiting an hour and a half. The man answered “I don’t know”. Completely frustrated my boyfriend asked to speak to the manager. My boyfriend was put on hold for TWENTY MINUTES, and still no one answered. At this point, we had been waiting for our pizza for close to two hours. Keep in mind, we only ordered two medium pizzas and an order of cheese bread. At this point, we decided to drive to Donatos to see where our pizza was. We would have cancelled the order had Donatos not already charged our credit card for the pizza. Upon arriving at Donatos, My boyfriend asked to speak to the manager and explained we had placed an order almost two hours ago. The manager asked my boyfriend the name on the order and the manager pulled up the order. The manager stated that we could have the pizza for free and that he would cancel the payment on my boyfriend’s credit card. They STILL never told us if the order was in the oven, out for delivery, or anything. The manager then stated the money would be back in his account within two business days. They then went on to say we could still have the pizza, yet it still wasn’t ready. NEVER AGAIN!! We obviously did not want the pizza after waiting 2+ hours. We understood that they were short staffed, but it would have been nice to be made aware that our pizza was going to be a little late instead of leaving us...

I placed an order for delivery and received an estimated window of 45min to an hour. The woman I spoke with on the phone had an attitude, but we all have bad days so I didn’t think anything of it. After an hour and 15 min. with our food still not delivered, I called back and respectfully asked for an update. I received no apology for the delay, and once again was met with incredible attitude.

Lack of customer service at this location is borderline embarrassing - the only saving grace was our delivery driver who was INCREDIBLY kind and probably deserves a better job elsewhere.

Had I received less attitude on the phone and ANY sort of apology, this review would not even exist. It seems the company responses to negative reviews on Google are much more apologetic - maybe try that on the phone/during your customer interactions so they don’t feel like the have to write a review just to get your attention.

NOTE: The chicken mariachi pizza COMES WITH sour cream - it says it directly on your website - so stop penny-pinching by excluding it with your deliveries. This is the fourth time in a row I have ordered pizza from this location and they have yet to actually include it...

I’ve never had donatos before. I tried it for the first time last night and I’m not impressed. First, whoever takes their phone orders really needs to be trained better I was asked to repeat myself more than 10 times. Then I spent $60 and gave a $10 tip to the driver and was quoted a 40 minute delivery time. After an hour and 40 minutes I called to figure out where my order was. I was put on hold for a long time to be told that my order “should” be out now. Should? You don’t know where my order is? Then, the driver finally gets here and asks if a girl delivery driver tried to come up to my house. I say no. It leads me to believe my order was taken to the wrong address and they had to remake it and instead of calling and letting me know or being honest when I called they lied. I’m so irritated that I spent that much money and my entire experience was horrible. I’ll stick with dominos from...