Lady Glaze Doughnuts — Restaurant in Kitchener

RANT....

Last night I ordered online (and paid) a dozen Easter donuts from Lady glaze Doughnuts. This morning I received a phone call from an employee of the shop saying there was some confusion with my order and they weren't sure if I was picking it up or having them delivered. I said I would pick them up and asked when would be a good time to come. Te man on the phone said not to come around noon as they were expecting 40 pick ups, and to come closer to 4pm.

So, off we go, get in the car baby and all, drive 40 minutes into town to pick up our PAID and CONFIRMED order. When I get there the girl that serves me for their curbside pick up asks for my name and order number, not once but three times, I sense there is an issue. She tells me I was supposed to come at 12, I ensure her that was incorrect and was told this morning at 8:50am to come today around 4pm. She then proceeds to tell me that they don't have all of the order that I PAID for. Not impressed I ask to speak to the man who called me this morning. He comes out, paper in hand, tells me that he had over 200 customers today. as though that was an excuse to not have my order that I PAID for. Claiming he cut his and on the way out and had to return inside to take care of his injury. I tell him I am also a business owner and forgetting a paid order is absolutely unacceptable. I ask if my order will be delivered as I am not driving my family out again for nothing. He says VERY rudely yes I will deliver your order as long as your still in New Dundee. Really bud??? That's how you treat your customers???

I get in the car annoyed as F&CK I type out an email expressing my concerns around their poor customer service, and ask for a refund. I get the refund and NO REPLY.....Not a sorry, Not a NOTHING!!!!!!!!!

By far the WORST service I have ever received. I was so excited to support a local company through purchasing something for my family to enjoy this Easter weekend. As a business owner I am fully aware that mistakes happen, and I am also fully aware that when you make a mistake, an apology is ABSOLUTELY necessary to maintain the relationship with the customer and to right my wrong. Lady glaze Doughnuts I am beyond disappointed in your customer service skills. Disgusted rather. You should be ashamed.

Well, Tim Horton's came through for the WIN and...

I have frequented this establishment for years and have never had a problem until the last couple of visit. I'm not sure what has change but the staff are not as friendly and the product quality has gone downhill. For example my wife and I stopped by this morning and order a half dozen doughnuts. There were racks of fresh product behind the counter yet the staff member chose to give us the single items from the display cabinet. When I asked her about freshness she said they were all from the same batch and fresh that day. So I ask, why take the item from display if they were all the same? Aren't you going to have to replace it with the same from the rack two feet away. As I suspected the tale she told couldn't have been further from the truth. My order included two of their signature apple fritters. One from the fresh racks behind her and the one from the display case. The display case fritter was dry, stale and marred with the hole from the identity sign that had been stuck in the top. The fresh one from the rack was soft, moist and lightyears better than the display. We all like 2 for 1 deals but 1 for 2 is a rip-off. The display one ended up in the garbage. The same with the stale rum raisin dutchie. I didn't have a fresh dutchie to compare with but the display version was hard, dry and inedible. After questioning the freshness of the display case doughnuts the remain items in my order came from the racks and they were fresh. When I order premium doughnuts at a premium price I believe I have a right to receive the freshest product available and the truth about them when asked. As an owner I would recommend accepting that the display case is just that, display. Count it up to marketing and accept they items are going to be waste. That did not happen and I am certain I'll...

Date of visit: Saturday, Jan 11, 2020

We visit a lot of fancy Donut shops from all around Canada and the USA, and when there is a new one close to us that we hear about, of course, we have to visit.

This is a really cute little shop in a trendy neighbourhood full of cute shops, restaurants and bistros. Lady Glaze Donuts stands out due to vibrant colours, bright lights, fantastic signage, and a vintage throwback vibe.

The business is long and narrow - with the bakery on the left and seating on the right as you enter. It was a very busy place when we were there, but there was still seating, and a lot of people doing take out orders. There were Many people seated enjoying their coffee and a donut (or two).

They Had maybe 15 or so different donut options on the go. Each is very pretty and delightful.

The walls have murals of donuts, they have bright neon signs, vintage motel key chains for sale and the design of their logo / T-shirts is pretty cool.

The Donuts themselves look pretty. Well decorated. We had the Honey Dip which actually has honeycomb candy pieces on top. The coconut cream was a nice (Vegan) cream-filled donut with lots of coconut covering it. The Raspberry fritter was huge. The flavours are nice, and subtle. There was no overpowering sweetness to the donuts.

The price did seem a tiny bit higher for donuts than we are used to. let me be clear - we are the kind of people who pay premium prices for premium donuts. So, it is not that we expect one dollar donuts.

The staff are friendly and seem to be loving their life in the land of fancy donuts.

I would recommend you...