Donatos Thurman Avenue

Never going back. We found a hair under the pizza after one bite of the first slice. No big deal. It happens. My wife called so we could get it replaced with another one. The guy that answered the phone cut her off when she was trying to tell him the problem, and said that he had to get the manager. She sat on hold for five minutes. Now I’m upset. I called while she was still on hold and told the same guy that answered her call that my wife is the lady who’s been on hold on the other line and that I need to speak to the manager. The manager finally gets on and when I tell him about the hair, his response was «Can you describe the hair?» I couldn’t believe it. I told him that it was long and black and he said, «Yeah. That’s possible. Be sure to bring the pizza with you». The only reason that I gave a star was because I don’t feel like spending the time to figure out how to post a review without giving a rating. Never going back.

I wish we could use GIFs in Unilocal reviews because I have the perfect one for this particular Donato’s. It would be (in The Devil Wears Prada, naturally) where Emily is calling Andy «a complete and utter disaster.»
Yep, this is the worst Donato’s I’ve ever been to. I’m not a hater of this local chain – quite the opposite. I think their pizza is good, and the company is philanthropic to boot. And they offer Udi’s GF crust so even I can order some greasy, cheesy deliciousness.
But let’s talk about the Thurman Ave location…
I was hosting a gluten-​free baking event and dinner party at Bake Me Happy (which is fantastic btw), and I really just wanted some delicious cheesy pizza to nosh on with our freshly-​baked faux twinkies. I ordered from this Donato’s 6 hours before my event so that everything would be delivered by 7:15 pm.
At 7:25, I started to panic. I called the store and the person who answered started to fumble all over himself in the conversation. He said something to the effect of, «Umm, yeah, I heard about this order. Umm, something happened. Umm, hang on.»
A few minutes later, the manager got on the phone. I have to give him credit: he was very pleasant and apologetic. But he started trying to explain every painful detail of what had gone wrong with my order; I finally had to stop him. I didn’t give a shit that the lady who took my order had written down the address incorrectly. I couldn’t care less that she also wrote down my phone number wrong. And I certainly gave zero f***s about the computer problems they were having that caused my credit card to get charged three times.
I just needed the damn pizza.
The manager finally got my order in and charged my card correctly. He offered me 20% off the total cost, but that was almost laughable as an apology… especially considering that my party had no food, and I was going to have to spend loads of time calling my bank to get credit card charges reversed.
I asked if it would be quicker if I just picked up the pizzas myself, and they said it would shave off quite a bit of time. So I showed up when they told me to, and I still had to wait another 10 minutes.
While I waited, I observed the most awfully-​run restaurant I’d ever seen. No one was confident… no one had any hustle… no one seemed to understand what was going on. It was a hot damn mess.
The manager did apologize again, and he was nice enough to help me to my car with all the food. I don’t think he’s a bad guy – he just seemed defeated and worn down. I actually felt really bad for him.
Once I got all the food back to the party – an hour later than it was supposed to be – everything tasted fine. This was just such an awful experience, and nothing could really save it. I will never, EVER order from this Donato’s again. Like, ever.

Disaster. If you are looking for a lost order, triple quote times, and a horrible manager, Alan who is unwilling to take responsibility for the mistakes of his crew, you should absolutely call this establishment. Worst pizza experience in the city.

Very getto. I only go here because it is close. Staff is terrible, pizza is good but inconsistent. pick up times are always 5 to 10 minutes longer than quoted.

Same pizza, worst delivery and pickup in the history of pizza. that may sound hyperbolic, but it’s not.

This is a very historic location. I feel privileged to be in the same neighborhood with this Donato’s. The food is great & so are all the staff.

Absolutely terrible pizza room temperature and ready in under five minutes. Picked up a chicken ranch pizza to go only to get home and find a plain cheese. Called back to the store and was there in less than five minutes and correct pizza was waiting. Meanwhile, the pepperoni pizza ordered along with the ranch pizza sat at home and went from room temperature to cold. Toppings were sparse, cheese was just barely melted and crust was doughy and not thoroughly cooked. Wrote Donatos to complain but apparently they don’t care enough to respond. That being the case, I don’t care enough to give them more money for bad pizza.