Jean Nappi Personnel Services

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!

We are very sorry that you feel this way Ms. [redacted].  Our Manager was not trying to be rude or steal from you. I can understand how this situation looks to you as you state your bank confirmed the transaction.  The machine gave him an error message after swiping your card that declined the transaction.  He should have listened more closely and handled this better. The situation has been reported to his Supervisor.  We are very sorry that we have lost your business.

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.

Dear Mr. [redacted], We are very sorry about the mishap with your order.  Our associate clearly entered your order in for the wrong time causing you a terrible inconvenience.  When you initially called to check on the order, our associate responded that the order was on its way because we...

had another order of 5 pizzas that was ordered for the same time. He assumed it was your order.  He made a terrible mistake by not checking your name for the correct order.  You called back again and that is when he noticed that your order was entered at the wrong time and was not made for you.  I am sorry that you felt that you were lied to but this is not the case. Our associate made a mistake and he and our Manager stated that they apologized to you and offered to send the pizzas to you at no charge.  When you continued to call them liars after they explained what happened and acknowledged their mistake, they decided to end the conversation with you.  I am very sorry that we have lost your business.

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!

Ms. Snyder,I did see this so I refunded $30 from 6/13 - order # [redacted].  Is this acceptable?Thank you!

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.

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.

Once I told the rep that the card went through on my end then that should have been just that. I don't see how the card could read declined when it instantly alerted my phone as a transaction. For all I know he could have been trying to steal my card information this is the reason I was upset and to top it off he told me to give him the expiration date in a firm way and that is very unacceptable and something needs to be done about that if we was listening in the first place then all of this could have been resolved and my card wouldn't have been charged twice. This site is just very unprofessional in all ways and if this is how you run your business then I will take my money else where

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: the money was never returned to my account and when I called donatos the other manager on duty stated it had not been refunded and to call the corporate office because after 1 business day it can be refunded at the store level. It's not even about the time it took, it's the fact no one called to tell me delivery time had increased, it's the fact my order wasn't voided and I was charged and it's still on my account, and it's the fact that of the donatos personnel I have spoken to seem very sincere. This charge is still on my account, so I do not know whom you refunded money too but it was not me. 
Regards,
[redacted]

Hello Ms. Moore,I am confused by your statements and need clarification.  I do not see any order under your name or phone # on 11/14.  However I see an order that you placed on 11/12.  In researching this order, I see that it was completed and delivered to you.  I know this...

because I have a credit card receipt that you signed and even added a $5.00 tip for our delivery driver making your total $24.03.  I can provide this proof to you if needed.  You placed this order at 7:30 p.m. The promise time was 8:56 p.m. and the delivery driver checked it out for delivery at 8:20 p.m.  This means we delivered it in the time promised to you. I also see a cancelled order on 11/19 under your name and phone #.  This order was refunded to you on 11/19. Your credit card was charged $25.63 but that charge was voided.  The following authorization code #[redacted] is proof that your money was refunded.  You can call your bank to verify this now that you have the authorization code.  Today is the 5th day from the void so the charge should disappear from your account.  I am sorry our delivery time was slow that evening.  We get overwhelmed with orders and do not have enough drivers to take them all in a timely manner.  We are working on hiring more delivery drivers for this location. You must have called the store both times because I have no record of you calling the corporate office.  We do return phone calls when customers need us.  Thank you!

Dear Mr. [redacted],
We researched your order history and we wrote back on Feb 26th. We see that you ordered on 2/11, 2/12, 2/23, and 2/24 and then on 3/11.
We found a double charge on your order on 2/23 (Order #[redacted]) and the location voided the 2nd charge on that day. Please call your bank so...

they can verify that we did void the 2nd charge. When you call, you can give them this authorization code to verify we refunded the 2nd charge on 2/23. Authorization Code #[redacted]. The amount was $27.86.
Thank you!

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 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.

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.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. They have contacted me and we have come to a resolution. Thank you very much for your help.

I reviewed the response made by the business in reference to complaint [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: First of all, we had two seperate orders delivered to the same address that evening. I do have the receipt for the pizza also. Secondly, we complained about the product that evening to management. I was eventually offered $16 which was not acceptable. When my nephew called about his pizza, management hung up on him, again unacceptable.  I contacted Donatos on teo seperate occasions via their web site requesting both a refund and a call from corporate to discuss problem to no avail. No one has contacted me to date.    
Regards,
Debra Brown