Donatos Pizza

Hello Ms[redacted] , I am sorry that you were not happy with the quality of our bacon pizzas A representative from the Dayton area will be contacting you about a refund Please feel free to contact Donatos Guest Services in the future if you have comments or issues We are here to help you! Thank you!

Hello Ms. [redacted],
I am sorry that you had a problem with one of our locations. I need more information from you in order to resolve your claim. What location did this happen at and what was your order #? I researched your phone # and e-mail address and do not see any orders in our database for...

you. You probably used another phone # to place the pizza order. This will help me research the issue. Please let me know.

Dear Ms. [redacted],
I am very sorry that you were unaware that we changed our salads. We do the best that we can to communicate changes to consumers on TV, on printed pieces mailed to the home, e-mail blasts and information in the locations. We changed the salads on 4/28/2015. We care very much...

about our guests and that is why we communicate "new" news in so many different ways. I am sorry that you did not see any of them. For the first month we alert guests of changes. I see that you called on 6/30/2015 - 2 months after the change. I have reviewed the notes on both calls that you made to us and what was notated in the system. The Manager and the Guest Service Representative both apologized and logged that you were upset about the salad and that your sub was sloppy. At this time, they gave you a credit for $20.98 to replace both items. You used the $20.98 credit that we gave you for the errors on July 3, 2015. You mention that your total bill on 6/13/2015 was $32.00. We see that your order totaled 28.47 and the date of the order was 6/30/2015. The only thing you ended up paying for was the pizza. We feel that we made it right especially because you accepted and used your credit of $20.98 on 7/3/2015. I hope you know that by giving you the credit that we do care very much about your health.

Dear Ms. [redacted],I am very sorry for the inconvenience.  In researching the situation, I can see all credit card transactions.  I know you are very upset with us because you feel your credit card was charged but at the time, I do see a "decline" when he swiped the card.  This happens...

for numerous reasons.  Brandon was being honest with you when he saw this and assumed he missed a number when entering the number.  We are so sorry about this.  The charge must have gone through.  Once we swipe a card, the bank takes the money from your account very quickly.  However when we refund or void a credit card, the bank takes 3-5 business days to apply the money back into your account.  This is what Andy meant when he said there was nothing he could do.  We wish we could help you get your money back quicker but we simply cannot do it.  We are very sorry.  It seems that we just cannot get anything right for you and we are so sorry.  We are very sorry we have lost your business because of this.  This has been reported to our Operations Team for further review.

Hello [redacted]!  We are so sorry this happened to you!  This location has been inundated with business and we cannot staff enough people to handle the amount of orders that they are receiving on a daily basis.  It has been so overwhelming for them!  I don't want you to feel that...

these associates do not care.  They work very hard and we treasure them. They try to do the best that they can. I researched your online order and I have never heard of our system deleting items.  This is very unusual.  I am going to have our IT department research this order.  This has never happened. You mentioned that you have had numerous orders at this location and I did not see this on your order history.  I do see that you have ordered at Gender Road.  Do you use other telephone #'s?  I had our Accounting team review your order and they stated that the Manager refunded your money Saturday night.  If you would like to call Guest Services at ###-###-#### I can give you the Authorization Code for proof of the refund.  It will take 3-5 business days for the charge to disappear from your account.  Thank you for reporting the issue to us.

Mr. [redacted],
I need to clarify this for you. You were charged twice. We VOIDED one of the charges so it will disappear from your account. I have reviewed our transactions on that day and we voided the 2nd charge. I have proof. You are welcome to have your bank call the Donatos Accounting Department for proof of the voided charge. Your bank should be able to confirm this. Please review your statement and you should only see one charge now. The phone # for Donatos Accounting is ###-###-#### in case you need it. Thank you!

Hello Mr. [redacted],
I left you a Voice Mail on Thursday to speak to you about this issue. Please call me so that we can make this right for you and your family!
THANK YOU!

Hello [redacted]!We are so sorry this happened to you and are so grateful that you let us know!  I forwarded your comment to the District Supervisor of this location.  He will contact you soon!  If you have any further needs, please feel free to send details to...

www.donatos.com/customer-service.

I am so sorry that you had an unfortunate experience with one of our restaurants. I have forwarded your complaint to the Area Supervisor and he will be getting in contact with you about the incident. Thank you for reporting this and giving us a chance to make it right.

while I appreciate the refund, there was still no acknowledgment of the actual issue nor any response in the matter of at least taking a look correctly at the amount of orders placed from my residence. I am sorry Donatos does not feel a responsibility to valued customers who have the ability to publically through the many social media avenues and media discredit their business due to their lack of response. "I am sorry you feel that way," being the response I received after a valid complaint that has built up from the many horrendous experiences is an insult. Excusing poor customer service because the business is "busy" is nothing more than an excuse for poor service you do not wish to correct. Not reaching out by phone to address this matter is also and excuse for not actually wanting to address this matter.

Hello Ms.[redacted],
 
I am sorry that you were not happy with the quality of our bacon pizzas.  A representative from the Dayton area will be contacting you about a refund.  Please feel free to contact Donatos Guest Services in the future if you have comments or issues. ...

We are here to help you!
  Thank you!

We are very sorry that you feel this way.  We feel that you were fairly compensated for the issues.  You got a pizza replaced and money refunded for the Asiago Bread.  We understand if you need to pursue this further.

Hello Mr. [redacted],We are so sorry about this issue. Our District Supervisor left you a Voice Mail to resolve the concern.  We have not heard back from you yet. We have refunded your money for the inconvenience.  Please respond to the Supervisor so she can personally apologize.  Thank...

you!

I appreciate your looking into this matter however I am rejecting this response because I did not repeatedly call your employees liars I only stated that I felt like I was lied to, You manager kept yelling "so your calling us liars".  I just stated the facts, they told me the pizzas were on the way after looking into the order and they were not even made yet.  The associate did apologize for his mistake and that was fine, he offered to send free pizzas and I said no thanks to his offer because it had already been two hours.  My complaint is the way the store manager raised her voice at me from the beginning of the conversation, she never gave me a change to speak to her, she started yelling and saying for me to take my business elsewhere before she even heard my side of the story and why I felt that I had been lied to.  I understand that it was a misunderstanding now but at the time she was already mad before she talked to me, then hung up and would not take my phone call, she never wanted resolution just like I didn't want free pizzas, I just wanted to have my complaint be heard and taken seriously.  she also threatened to have me arrested if I came up to the store, I just feel like she was way out of line.  Her store made a mistake and was in the wrong and she was yelling at me.  These pizzas were for a very important meeting and our lunch was missed, it was a mistake I get that now.  This could have been handled better by your store manager.  I just felt the manager was so unprofessional that I had to complain.  This is the first complaint I have ever submitted to the Revdex.com or any other organization in my life.

Dear [redacted],
I am so glad that we spoke today about the issue that you had with our Manager at the Far Hills Donatos location.  We are very sorry that this happened and I hope you will give us a chance to make this right.
We will absolutely add your credit under the phone # that we...

discussed for future orders.  We will also be working with the manager about how she handled this situation.
Please keep my contact information if you need help in the future.
Thank you!

I am sorry that you were affected by this decision. The Columbus market has never sold these cards and will not accept the coupons. We had accepted them for 3 years because a Franchise Partner accidentally sold some in Hilliard in 2012. We decided that we can no longer accept the cards and...

communicated this in our restaurants for 2 months. We chose to stop taking the coupons on 4/30/2015. We alerted the Franchise Partners that sell the cards to fundraising groups that we would no longer accept them. The fundraising groups are told that Columbus does not accept the cards. The organizer actually signs a contract stating the areas that they children can sell the cards. I am very sorry that the person you bought the card from did not follow the guidelines. I would love to know who you bought it from. I would be happy to communicate that they have children/parents selling them to people in the Columbus area.
I know it is disappointing but we did communicate the change for 2 months. The coupons are only valid at participating locations for pick-up and dine-in so we had signs up for 2 months explaining the change.
Here are the locations that may still accept the coupons in central Ohio - Newark, Heath and Buckeye Lake. Our Indianapolis, Cincinnati, Cleveland and Dayton markets are still taking the coupons at this time. This includes Springfield, Wilmington, Washington Courthouse, Marysville, Delaware, Lima and Findlay.
I know that our locations in Mt. Vernon, Marion, Mansfield and Wooster stopped taking the coupons on 6/30/2015.
Please let me know where you got the card. It would be helpful to get in touch with the organization to let them know what has happened.
Thank you!

Hello Mr. [redacted],I am so sorry this happened to you! I spoke to the General Manager and he said that on 8/27 they had associates at the Taste of Blue Ash and the storm came through knocking out power to residences in the area.  The District Supervisor was also working that day and said that they...

got on onslaught of business that was overwhelming.  They could not give an estimated delivery time because they had numerous orders and only a certain # of delivery drivers.  I am so sorry for the long explanation but I wanted to explain why you were treated this way.  We take your complaint very seriously.  This associate should have been friendly and welcoming!  The Franchise Partner that owns this location is the best industry and will take your comment very seriously.  In the future, please feel free to let us know about issues or compliments on our web-site - www.donatos.com.

Dear Mr. [redacted],  I researched your issue and reviewed the phone call that you made to Customer Service.  I see that you ordered on 10/31.  I see notes that you called and said the pizza was incorrect.  Your order total was $14.53.  I see that the Manager offered you a $15...

credit which was more than what you spent on 10/31 for your next visit which you accepted.  On November 2nd, I see that you used the credit for $15.00 and ordered another item with a pizza.  I see in your comment to the Revdex.com that the pizza was made incorrectly and that you ordered breadsticks.  In reviewing your call to Customer Service there are a few discrepancies to your note to the Revdex.com.  You told customer service that the cheese was not good.  We explained to you that we do not use mozzarella, we use provolone cheese. You also stated that you ordered breadsticks but I see the order was Asiago Bread.  I see in the notes that you told the associate that the crust was not done.  You have given us 3 different scenarios to your claim.  I see that you were refunded money for the Asiago bread which you said was doughy on 11/2. I don't see breadsticks on the order. I also see a note that they offered to remake the pizza and you refused. That being said, we feel we have compensated you for error on 10/31 and 11/2.  We do not refund credit amounts.  You stated that our associates were rude.  They had sent us an e-mail explaining their side of the situation that occurred. This is policy when there is an incident. Again we are sorry the pizza was made wrong on 10/31/16.

Hello [redacted],
I fully researched this complaint and spoke to associate at the location that talked to you Friday evening. I am sorry that you got pizzas that were not satisfactory and we want to stand by our product. However because you did not have the location remake the food for you we...

cannot refund your money. However, I can do one of 2 things - I can add a credit for $33.17 under your phone number for your next visit or I can mail 2 pizza certificates to you to use at another location.
I did notice that you ordered both pizzas with extra sauce. I noticed that you picked up the pizzas 25 minutes past the time we said they would be ready. This is probably why they were soggy. May I suggest that next time you order extra sauce in a sauce cup so that the pizza does not get soggy. However this does not discount that the pizzas were burnt. We should not have given you burnt pizzas.
Please let me know which option you would like and I will take good care of it for you.
And in the future, you are welcome to contact Donatos Guest Services when you have an issue at 1-800-DONATOS.

Dear [redacted]I am terribly sorry for the experience you had at our [redacted] location.  I am so sorry that this Manager was so rude to you when you were trying to report ANOTHER mistake that THEY made.  He should know that we are not perfect and make mistakes and should APOLOGIZE before...

anything else is stated.  I promise you that this will be reported to the District Supervisor for further review.  I see that you are a very good customer and am very upset this happened to you.  I will be refunding your last transaction as I see that you paid with a credit card.  Please allow 3-5 business days for the charge to disappear from your statement.  I hope you will accept our apology as we value your long standing business with us.  THANK YOU for reporting this!  If you need us in the future, please call Donatos Customer Service at ###-###-#### for assistance.