Donatos Powell

I’m truly disappointed on how my order came out and I hate to write reviews like this but I have to in order for them to improve In the future. So I ordered online like I usually do around 3:15 this afternoon. I ordered my favorite custom pizza with everything that I like. I also had a coupon that I added onto the order so I only paid about $ 12.00 for a medium pizza. Good right? It was a good price. I was promised by 3:40 at the pickup window. So I arrived at 3:45 because I live down the street from the pizza place at the pickup window. They asked me for my name and I gave them my name with credit card in hand to pay. It usually doesn’t take that long to get the order. Can you believe that I waited 10 minutes at the window??? Yes 10!!! I don’t know what in the heck was going on and I couldn’t get anyone’s attention because they weren’t there for me to ask what the problem was. Sooooo, I get my pizza after they apologized. I ended up getting an extra dollar off my order I guess for my wait. So the lady at the window was very nice and apologized for the wait. What happened next was unacceptable. Something told me that I should’ve checked the pizza before driving off but because I was so hungry, I went home which is only a few minutes away. Not only was my pizza COLD but it was BURNT! I said omg and oh hecky no! Cmon Donatos!!! There’s no excuse for my pizza to be burnt, cold and disgusting and I paid for it. I plan on sending this pic I just posted to the manager. I’m not a complainer but I should get a hot pizza when I arrive. There’s no excuse for the wait when I ordered it way in advance and when I get it, it’s nasty. Horrible!!! Get it together Donatos and please!

I’ve picked up — I’ve ordered delivery, I’ve eaten there.
All-​in-​all — it’s a Donatos. It’s pizza. It’s subs. The delivery people are awesome, the inhouse people are a-​okay. It’s nothing remarkable — it’s not like «you haven’t had DONATOS?! WE GOTTA CHANGE THAT!» — my favorite pizza is still A Slice of New York on High Street.
But when it’s 8pm on a random night, and I haven’t eaten, my kids are hungry, and I don’t feel like cooking — they do a good job.

Ordered a pizza online for delivery. Received a confirmation email that it would be ready in 45 minutes. 1 hour and 20 minutes later, no pizza. Called the store to verify it was on the way and at first the girl that answered said it was. Then I said I wanted to verify because it was an online order and she decided to actually check for me this time. After she checked she realized she had «zero record» of this order. but she could put my order in now. (which would mean I would be waiting another hour) I asked how I received a confirmation email if they never received it… she responded «Couldn’t tell ya.» in a very rude tone indicating that I now was likely annoying her. I asked if they would do anything for the inconvenience… she said maybe a discount? At this point she should have gotten a manager. I just decided to SKIP this store all together and called the bridge street location. After realizing I wasn’t in their delivery district they decided to deliver to me anyways because of the powell stores terrible service and lack of organization on incoming orders. Will not call powell location again.

We ate lunch at this location. The person that waited on us, obviously did not want to be working there. We were a great imposition. The pizza that we received was overdone and flavorless. Will not return.

Ordered the new asiago pizza. Didn’t know translated asiago meant burnt and greasy. Know what ciao means?

Pizza very good, did have an issue with buying gift card, they gave me a coupon for $ 10 not a $ 10 gift card like advertised in store

UPDATE: Service has dramatically improved since the original review 4 years ago. Thus I have increased my rating to reflect my current experience. I have only had one additional instance in which the delivery estimate was an hour off but for a circumstance outside of reasonable control of the store. In my opinion, the store handled it well by calling me, informing me of the situation, and giving me several reasonable choices of how to proceed. It’s exactly what I asked for when I contacted corporate a few years ago.
ORIGINAL REVIEW: Good food, terrible service. Donatos pizza is my favorite thin crust pizza. Unfortunately management at this particular store has no understanding of customer service. I have contacted corporate and have seen no improvements. So I am posting my issues to save others the hassle of ordering from here:
1) Quoted delivery time of 30 – 40 minutes. Actually delivery time of 1.5+ hours
2) Inaccurate order status when calling to inquire where your pizza is after 1+ hours have elapsed.
3) Refusal to cancel your order after pizza has not arrived within 1.25 hours.
4) Misleading statements about corporate providing «inaccurate delivery estimates» for online orders. Per corporate, it’s up to store management to enter this in to their stores computer system. Even worse, this is a corporate store blaming corporate for this lack of service.
5) When you pizza finally arrives after 1.5+ hours, it is cold. No refund again. You can wait another 1.5 hours for a new pizza.
6) Many pizzas have been over cooked.
As I stated above, I love Donatos pizza but can’t stand to be a patron of this store. So my suggestion to you is to try Jet’s Pizza, Pizza Hut, or MinuteMan. All of these stores are within a half mile of the Donatos store and have much better service.