Donut King Southland W/F K130 — Restaurant in Melbourne

visited your store on 02/04 (wednesday) at 4:20pm to place an order for 06/04 (saturday) was told by the young boy working that i had to place the order online - now i have ordered from this location numerous times and never had to order online he continued to say it was a new process and that i had to do it online - so while standing there I went online and asked him what do i do? as it only showed a delivery service and i wanted a custom made order for pickup. he looked very confused (probably new) and was like oh ok now sure - i said they usually write down my details and my order, i pay and then just pick it up he started to write it when another young female staff member stepped in to take the order - i was very specific with what i needed 2 dozen mini donuts in specific colours and sprinkles (as this was for my godsons themed birthday party) i paid, got a copy of the receipt and walked away

on saturday at about 130/2 pm i went to collect my order only to be told it didn’t exist?! there was no order under my name. you could understand my frustration when told it wasn’t done, i said what do you mean? I organised it days ago and that i wanted to speak to the manager the young boy called the manager and apologised as it was missed - that they couldn’t make it at this time of the day and simply they were sorry i was eventually told that i could grab any donuts they had in the store - as you can imagine at this time of the day there was little to no choice i had promised my godson special donuts in his special colours - instead i walked out with about 10 of the same chocolate donuts (nothing about this matched his theme) it was a very disappointing experience as this place as been my go to for all my family occasions - everyone knows me to bring the mini donuts but after this time I don’t think I will be back

staff need further training in basic customer service, there needs to be a better system of taking orders (not just writing on a scrap piece of paper)

UPDATED 21/04 - that’s the ONLY GENERIC reply you can provide? where is the head office details?! where is my compensation?! not just ANOTHER “apology” that you have given all the negative reviews you have...

Absolutely appalled by the service. Rude staff who just cut you off when you ask a question. Not to mention when they batch cook cinnies and serve them cold later in the day. Thought they prided themselves on serving fresh hot ones? The menu says thick shakes cost $1 extra which is fine but to charge me $3 all cos I was already getting the hotdog deal what a rort! Staff member was so argumentative with me about it and proceeds to say she’s it’s head office policy and picks up the phone to call them only to not get through and wants me to email them? So bizarre. Menus need to explain this if it’s the case and train your staff on how to deliver a great customer experience. The sauce was missing on the hot dog, the roll was so small and stale. Definitely will...

One of the worst stores for service. I went yesterday with my sister. We were the only customers there. Got donuts & ordered 2 lattes. We waited 20min, they kept serving other customers who came AFTER US. Went to get our coffees and they were sitting on a tray COLD, at the cashier bench where you order. Asked for a refund, the staff didn't even apologise. Both staff just shrugged & said ok. Care factor of customer satisfaction is ZERO. We then proceeded to go next door to the Coffee Club. Quick service, good coffee, same price as Donut King. They are my new coffee & food place from now on.

Donut King have lost us as customers. SERVICE IS HORRIBLE. If i could give ZERO stars, i would.

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