Dough Bros Pizza & Doughnuts — Restaurant in Hong Kong

TERRIBLE ATTITUDE. WORST CUSTOMER SERVICE IN HONG KONG (Seriously). First, rubbish UX with the online site. It asks which store from a drop down box but when you select Tung Chung, it says store doesn’t exist. Instead you have to click on all stores and scroll. So placed a pick up order and it quoted 15 - 25 mins. But 20 minutes later there is no movement on the status so I go to the shop to ask them to make sure it went through. It is empty outside and they are all inside just standing around and cleaning, didn’t really seem that busy frankly.

The guy was at the desk so I asked can I check if it’s gone through. He has such a crappy attitude “don’t ask me” as if he didn’t want to be there, and said will you just give us a minute and picked up a broom and went off. Then another lady saw me, asked the same question so asked what did I order and then just said we are making it. I’m not sure how she would know. Didn’t ask for an order number or name.

15 mins later (10 mins late). “ONLINE!! ONLINE!!! I mean what is that even supposed to mean. You have an order number. You have a name. She was then such a drama queen pretending to be exhausted shouting. So I went up and said, is it this? She said yes without even looking. I said are you sure? And she was like YEESSSS AHH and tuts at me. RUBBISH ATTITUDE AND FRANKLY INSULTING. Clearly this behaviour has been allowed to manifest and go unchecked by management. That, or there is little to no training.

My god. As someone who has been a loyal customer ordering everyone I overtime at work (other store), this is the LAST TIME I am buying from Dough Bros as a brand. Not being funny but everyone knows that whilst the pizza is not bad, it is overpriced. $160 for a ham and pineapple 9 inch pizza, come on, but whatever. However when you have staff that just give you attitude and insult you like this then what’s the point. You don’t need this.

So congrats. You have lost a customer because of the staff...

I visited this place on 10th of may around 9.50pm, the lady at the counter was friendly but the guy who worked there was very cold towards my requests and would straight up deny every request without even a hint of consideration or apology. The lady at the counter was understanding and would ask them if my request could be accepted but the guy there would straight up deny like he owned the place. I requested if my pizza could be made a bit spicy, he straight up said no without any explanation or apology, later I asked if I could get some oregano to which he also refused and said it was already on the pizza. Any pizza store in the country would offer oregano!! The pizza was absolutely amazing but sadly very poor customer service which ruined my whole experience. Please train your staff to be more down to earth and...

I think the branch manager needs to look into the hygiene of the workers. One of the worker was sitting on the counter for making pizza when no orders were coming in yet.Not wearing face masks when making pizzas. The workers were busy cleaning and yet customers were still ordering making the atmosphere chaotic as the workers struggle to work around the cleaning team with water splashing around while orders were being made. Music was blasting so loudly that it is struggle to listen to what the cashier was trying to convey to the customers when even the workers themselves can’t hear their own colleagues. Overall no matter how fresh your pizzas I am already put off by the way my pizza is...