Royal Donut Cafe — Restaurant in Burlingame

I really wanted to like this place and has all the makings of 5 star review because the food is good but the basics are lacking 1) we were not greeted and I asked table for two and one member staff pointed to the back open tables none cleaned or wiped down 2) asked for a booth for two and denied because I assume owner a young man said they are reserved for 4 despite less than busy hour and other customers of 1 and 2 parties already seated in other booths. The food is good, service is adequate, but the assumed owner just sat on the high tops and was on the phone and not paying attention his Customers. The signs need updating, overhead menus, donuts, and restrooms are missing. The path to the restroom is unmarked to the rear past the kitchen between a cart of supplies and groceries and fridges in the back. The bathroom might be ok for staff, but maybe needs organization and less clutter. The business lacks identity no business history, specials, menu highlights, personality or friendliness. Just food service and promise to make anything you want. There is a sign to be kind, but it’s misplaced. We ordered both the corn beef hash and Benedict food is good, no fruit or garnish. The kitchen is located adjacent to the high top bars, but not utilized for customers, but for staff meals and owner to sit. I asked for the bill and the staff member left the machine for me to process the payment. We left the same way we came in with no goodbyes just someone at the register counting receipts. There is take out, but a little confusing as the pickup is located past the register between kitchen and donut display. As I said the basics, something the other brunch places in the area make it a point of emphasis to balance great food and experience. I hope the owner takes this...

update: we've ordered on GrubHub a few times almost every single time they forget something. Especially if you put it in the notes. they never read the comments. They always make something wrong. But I always do kind of weird moves like forgetting the hollandaise when you order a Benedict

I’ve been there in person a few times and they seem to do OK. however, whenever I order delivery, they just don’t really seem to care about the quality or portions of the food. Because they don’t need to be accountable? who knows?

The first time was for a holiday morning breakfast and my scramble was fine but the Nutella waffle I ordered for my kid was just a big huge mess. Completely soggy, and it was all incorporated into each other. They need to take heed of how other restaurants will put the Nutella and whip cream off to the side so that it doesn’t saturate your waffle for delivery

Recently, same thing, got myself a nice breakfast, which was OK but a little on the skimpy side with the potatoes which is unusual. Not bad though. However, the problem arises with the blueberry pancake I ordered for my kid, it arrives with no butter on the side no syrup. And then the look of disgust on my kids face when they take their first bite. So I take a bite and low and behold the blueberry pancake also has cinnamon and banana. Which my kid absolutely can’t stand. And to put the icing on the cake when cutting the pancake in half we quickly discovered that the entire center was completely raw pancake batter.

There’s plenty of other dives to go to the care about the quality of their food. I’m glad everybody’s so impressed with this place but I think we’ve gone for the last time. The donuts are OK but the place next to Burlingame train...

Save yourself the grief, they couldn't care less about their service. When I placed my mobile order a day early and called 3 hours before pickup to adjust my time by 45 minutes, I was assured this would be handled. However, I received a call at my original pickup time saying the food was already prepared and couldn't be remade.

The staff offered only explanations for the mix-up rather than an apology or any attempt to accommodate the situation. This was particularly frustrating since I had provided both my name and order number when requesting the time change, and had been told it would be adjusted.

When I requested a refund of my tip due to the poor service, this request was initially ignored. It took multiple follow-ups just to get the tip refunded, which felt like an unnecessary hassle on top of the original problem.

I had hoped to become a regular customer, but good service would have included honoring the agreed-upon pickup time change, acknowledging the error when it occurred, and making some effort to retain my business. Instead, the experience left me feeling like customer satisfaction...