Donatos Pizza

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.

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.

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!

Hello [redacted]!Thank you for reporting the issue about the lack of service you received from our Demorest location on 2/28.  We are very sorry we inconvenienced you and would be sad to lose your business!  We did a special online deal yesterday and the location was overwhelmed with...

orders.  They should have been better prepared for you!  I see that you purchased your food with a credit card.  I will refund this charge to your account.  It normally takes your bank 3-5 business days for the money to be put back into your account.  I hope this is not an inconvenience.  We are very sorry for the incident.  We will be discussing the issue with the General Manager and District Supervisor today.  Please accept our sincerest apology!  We hope you will give us another chance in the future.  If you ever have issues in the future, please call Donatos Guest Services!  I promise we will take good care of you!

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

We are very sorry that you did not like our Fire Roasted Pizza that we were promoting last Fall and I am sorry that you had to write to the Revdex.com.  I researched the issues that you addressed in your claim.  I am very sorry that we never received your feedback from our web-site.  Did you...

receive a confirmation e-mail from us?  There are times when guests forget to click on the "submit" button and we do not get the feedback. You also stated that you posted something on our Face Book. You mention that we deleted your message. I looked on our Face Book page today and see the Post.  I also see that we communicated with you frequently about your issue and the Bonus Card so I am sorry that you felt that we did not care.  I researched your issue and found your order on 9/6/14.  I reached out to the Franchise Partner of that location and they would be happy to add a credit under your phone # for your next visit.  They will add $17.68 for your next visit for the inconvenience.  We hope you will give us a chance to make it right for you!Thank you!

if he would had offered me a credit I would have accepted but he was talking down to me and forcefully  trying to make me submissive to him. He even stated that. Now you're coming back trying to place the blame on me and didn't even apologize for his actions. How can you speak so candidly about the situation as if you were there. This manager appears as if that same manager is responding. I will accept  the credit as said before but I do not accept you ignoring how I was treated by your manager. If this is how donator treat there customers I will never eat there again. You manager need additional training in soft skills. When you acknowledge that he is going through training I will then accept all terms.

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

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

Hello Lynn, I am so sorry that this happened to you. I reported the issue to the District Supervisor and have been told that they contacted you for resolution. Please let me know if your issue has not been resolved! Thank you for reporting this to us! Donatos Guest Services 1-800 DONATOS...

([redacted]) Thank you!

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.

I very much appreciate the credit you have provided for my next visit.  We will give you guys another try and hopefully (keeping my fingers crossed) it will work out much better this time (with the pizza and especially with customer service).  I did try to find my post on your facebook page and still cannot locate it so I am not sure what happened to it.  There was only one contact post made from customer service regarding the issue after my initial post and I have still not received another reply.  If there was more to the conversation please forward to me since I did not get it or see a reply to my post (or even find my post).
Thank-you very much again for the credit.  It will be put to good use.
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.