If I could leave a negative five star review, I would.
On 12/27/25, I placed an online order for two dozen donuts with a 4:15 PM pickup time for a funeral service for a family member. This was already a difficult day, and unfortunately this experience made it significantly worse.
When my parents arrived to pick up the order, they were told the location did not have enough donuts to fulfill the order and that they essentially didn't have any donuts available.
When my parents asked if any donuts or even donut holes available to partially fulfill it, the employee at the window (whose name we did not get) said they didn't even have enough for one dozen and told them to leave.
My father asked why no one had called to notify us ahead of time so we could cancel the order. The employee was extremely rude and said he "didn't have to" and repeatedly told them to cancel through the app. However, the order was already paid for and could not just be canceled through the app. The employee refused to issue a refund and claimed he was unable to refund it since we had ordered through the app and we would need to cancel through the app/request a refund there, he offered no solution, and essentially told my parents to get out of the line.
They were not offered a refund, replacement, or any assistance whatsoever.
That same evening, I submitted two emails and attempted to contact customer service via phone call as well but they were closed for the weekend. I called four times today 01/02/2026 before finally speaking to someone, only to be told the refund had to come directly from the franchise because the location is independently owned and operated.
I was told the issue would be escalated to the franchise owner but that it would take two business days to get a response.
Since we were nearby, my husband went in person to speak with the location. Fortunately, the franchise owner/manager was present. When the situation was explained, she claimed her staff told her that one dozen donuts had been given to us and that we refused a refund for the remaining dozen, which is completely false. We received no donuts at all. I would love to request that they review camera footage to prove this because it will clearly show that we left with nothing.
The franchise owner/manager initially attempted to refund only one dozen, but after my husband explained again that nothing was received, she finally refunded the full amount. While she was apologetic, it was very clear that her staff had lied to cover their mistake.
The employee involved was likely present during this conversation and avoided eye contact the entire time.
The owner offered to provide two dozen donuts at this point, but they were intended for a funeral service that had already passed, so they were no longer needed.
We will never return to this location, and I strongly advise others to think twice before ordering here. This team had no issue taking payment for an order they could not fulfill, refusing a refund, mistreating grieving customers, and then falsely claiming we received product that we did not.
This location desperately needs better staff and accountability.
The lack of professionalism, honesty, and basic human decency was unacceptable. read more
