Duck Donuts — Restaurant in Alexandria

Placed order for delivery using Duck Donuts website. Received confirmation email fine & pulled up "Track My Order" link to check in on where my delivery driver was. The link Duck Donut used only informed "a 3rd party delivery driver will be assigned to your order shortly." This was at 8:55am when I scheduled the delivery to my office at 9am. I got a little concerned so I called the store. The man on the phone continued to interrupt me as I tried to nicely explain my situation and concern. I didn't want a refund or anything, i was merely calling to get an understanding of where my order/driver was. He continued to inform that he had no control over the delivery driver & i would need to contact them. I tried to inform him that I had not been assigned one yet and that was my concern. He told me to wait, left me on hold for 15 minutes. I continued to say "hello" on the phone after 10 minutes. I was then met with a sigh & he hung up. When I called back trying to request a refund & inform that I just called and was hung up on, a woman answered the phone & tried her best to help, but she needed the manager. I heard a man (unsure if it was the same one who 'helped' me previously) in the background say "I don't want to deal with this" & took the phone from her and started yelling at me for calling back. I tried to quickly inform that I wasn't angry, I was just trying to figure out how to either get a delivery driver assigned to my order or a refund since my money and order were in limbo at this point- He informed that he already tried to help me but that I kept yelling at him, mind you I couldn't get a word in to explain my concerns so i am unsure of how i was able to "yell." I started to try to ask for the manager or supervisor as I realized this might not get handled appropriately since he was continuously yelling and not letting me express my concerns, and he informed me he was the manager. He continued to shout and interrupt me to inform "It's national donut day, i don't want to deal with this" - mind you, that is why i ordered the donuts for my office. I am only disappointed as I just wanted him to understand that when you do not assign a delivery driver, and my order is running late, as the customer, i have the right to express concern over my order/money and I have a right to call back after they hung up one me. I hope in the future the "manager" doesn't yell at the customers who are trying to help him understand or learns to admit when he is incorrect in yelling & hanging up on the customer. Will not be using this specific store anymore sadly for our business needs.

If anyone is ordering delivery, be ready for it to also be in limbo for a while and for your sake, don't call asking for an ETA as you will only be yelled at or interrupted, and I'm not sure which is worse when all you want...

Postmates were offering a promo on doughnuts. Now, I am a Dunkin Donuts man. Always have been. But I had heard a lot about the local Duck Donuts. Some mixed reviews to be honest. But most reviews seem to suggest that when done right the Duck Donuts were superior to Dunkin Donuts. So, figuring I had a promo for doughnuts I decided to order from them today. I put in the order around noon but scheduled the delivery for the 4:30 PM to 5 PM time slot. When I ordered the doughnuts I realized it was kind of like ordering coffee from Starbucks. Each doughnut was customized. So I got six, each of a different coating, topping, and drizzle. Sometimes without the drizzle - I could not think of a drizzle that went with Maple Coating and Bacon Topping. It was deliver before 5 PM and when I first saw the doughnuts I was somewhat surprised on how small they looked. But I also noticed each one was correctly made and was still warm. Also the coatings, toppings, and drizzles had been put on each doughnut while in the box. Whoever had prepared the order had not been miserly either. They piled on the coatings and toppings. The holes of some of the doughnuts was full of toppings. Some of the doughnuts were hard to remove due to being covered by the sticky coating they had been covered in. So much frosting had been poured onto some of the doughnuts that they had attached themselves to the box. And when I tried the doughnuts I was very impressed. They DO taste superior to Dunkin Donuts. And they were worth the cost of more than ten ducks for six doughnuts - taking out delivery fee, tip, and so on. I need to give them five out of five stars. The only problem is now that doughnuts from other chains will...

I don't know what the heck happened to this franchise, but I am truly concerned it will taint every other Duck Donuts store. We walked in and there was one other customer (waiting for a large order). We waited a couple of minutes before someone came to the register from the back - and she just stared at us. I finally told her we'd like half a dozen, a coffee and hot chocolate. She finally spoke: "how do you want your coffee?" and my friend told her milk and sugar. My friend asked about the t-shirts for sale, the worker literally snapped "$15." Other customers began coming in, we noticed they also weren't spoken to. We also noticed that the prep area was a mess, glaze, crumbs and food all over the place. After 15 minutes we realized everyone who came in after us was gone, the staff was literally standing around ignoring us. My friend took our receipt up and asked "have you filled 43 yet?" Without a word a worker grabbed it from her, took it over the three others and passed it around. With no sense of urgency our order was filled NINE MINUTES later - and the box was put on the counter without a word. And the donuts ... they literally were falling apart, barely any glaze or toppings. Had to use a spatula to pick them up and eat with a fork. To top it all over - there was no sugar in my friend's coffee. Very sad to say that I won't return...