On April 27, 2017 at 6pm, we ordered two pizzas from the Bethel Road location, which were to be delivered to our home. The first was the new Tre Pepperoni on a large thin crust. The second was a large hand tossed pizza with sausage and mushrooms. Neither pizza was the quality we expect from Donatos.
The first thing we noticed was that the hand tossed pizza was burnt. I went to the Donatos customer service form and submitted a complaint. We each ate a piece of the burnt pizza because it was getting late and we were hungry, but we did not finish it. The pepperoni pizza was disappointing as well. The crust was rubbery, the cheese was gummy, and the flavors of the pepperonis were muddled. We wondered if the pepperoni pizza had been made up and frozen ahead of time. It simply did not taste fresh, and was certainly not Donatos quality.
Perhaps it was a bad night for the Bethel Road location and this level of food quality is not typical. However, I cannot understand how the burnt pizza was allowed to leave the restaurant. I would have preferred the manager notify us that there was an issue with the pizza and that our order would be delayed, then perhaps added a dessert or beverage for the inconvenience. To just go ahead and deliver a low quality item without any acknowledgement is almost insulting. Did the person who boxed the pizzas think we would not notice?
I may go to Donato's again, but certainly not this one.
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