The Original Royal Donut — Restaurant in Burlingame

Update: 5/22: seems like they've gotten everything back under control. There's usually someone there as soon as we walk in the door. The only little break now is that they changed the minimum credit card order to $10 from $5 and double the fee from 25 cents to 50 cents. I get it but seriously we're buying like nine cents worth of sugar and flour you could at least eat the 25c credit card processing fee

Update 01/25: Went in for donuts again, and the service was frustrating. Three employees, two customers, yet all six parking spots were taken, forcing us to park far away and pay for 20 minutes. The checkout took 5 minutes, and when it was our turn, we were told "we'll be right back" and left waiting 10-15 minutes while employees scrambled—one making coffee for 8 minutes, the other disappearing to make sandwiches. After 20 minutes, we finally got our donuts, while other customers left in frustration. The issue is the sandwich-making process disrupting donut orders. If you’re a donut shop, focus on donuts; if you're a sandwich shop, focus on sandwiches. Don’t make customers waiting for grab-and-go products wait for made-to-order ones. It's simple: ask if they want donuts or a sandwich, serve them quickly, and then focus on the sandwiches. With three people working and only two customers, it makes no sense. This poor service is costing them business, as we either leave or avoid coming back due to slow service. 25 minutes for two donuts could have cost me a parking ticket.

Update: 11/24: Great donuts, but the worst service. I started ordering, and the employee ran off mid-order. After paying, the price seemed unusually cheap, and the bag was smaller than expected. I checked and half my order was missing. When I pointed it out, she apologized and fixed it, but then charged me an extra 50-cent credit card fee on top of the first one. When I mentioned the mistake, they pretended not to understand English. With others waiting in line, I just left.

Original Review: Tasty donuts, but horrible service. The place was empty with just one guy working. I came in for a single donut, and the employee seemed to purposely avoid engaging with me. He kept turning his back and moving between the coffee machine and the back room without acknowledging me, even though it was clear I was there. After several attempts to get his attention, I finally said something, and he promised he'd be right with me. But after another 5-7 minutes of avoiding...

I’ve been avoiding writing a bad review but the “original royal donut” over and over disappoint me with TERRIBLE customer service and I finally have to say something.

DONT ORDER ONLINE. 10% chance they’ll actually get it. I did Grubhub once and then DoorDash thinking it was the platform to pre-order sandwiches that rake 10+ min to make. It’s not. It’s the people. They don’t know how to access the app, if they do and something goes wrong no one knows how to troubleshoot. And when I give them the chance to fix the problem - they ask me to pay again and deal with DoorDash/Grubhub myself. I am NOT double paying and dealing with your inability to fix your problems My daughter asked for the “Dubai chocolate strawberry” today and we had 5 minutes before her practice across the street. They said 5 minutes, then 10 minutes … 15 minutes later (we’re now late), I had to ask and was told that it’ll take another 10 minutes as they had to go to the store to get it. 35 minutes later I get it. I went and dropped my kid off late to practice and came back and it was still not done. And it was $15.

The worst part is the service here is if they just pretend it didn’t happen and somehow hope If they get whatever it is you asked eventually … you’ll walk out happy. Barely a sorry, not even an offer for a coffee or a donut hole. Just take it and get out and please don’t complain. Well I’m complaining.

This place has so much potential because it’s center to everything and we live in the area but I beg anyone who reads this —- DO NOT SPEND MONEY HERE. The service is terrible, they don’t care about customer service and the last thing they will ever do is try to make a wrong right or take any fault for...

This is one of the worst donut shops I have ever been to in my life. I went on a Tuesday night at 10 pm so sure, maybe not the best time to go. I was hungry and theres almost nothing to eat at this time of day in that neighborhood. The case was almost empty. The option was a glazed donut more or less. I asked for a ham and cheese croissant because that is what appeared to be left in the case. The guy sold me a ham egg and cheese which I only realized when I was down the street driving away. If I knew there was egg in it, I wouldn’t have bought it because who knows how long this stuff had been sitting there. I feel sick to my stomach and there’s a film in my mouth. I saw they had a raised chocolate bar on the bottom case and a single maple egg donut. Both were stale, old, and flavorless. Such a let down. I payed $15 for an apple juice basically. On the way out the guy made a joke, “call me if you need anything.” Yeah, I need a stomach pump and my $15 bucks back. No wonder I heard the guy behind me order a hot dog. He must have known how bad these donuts were. Stay away. Not worth your time or money. I am puzzled by the glowing reviews. My experience was the exact opposite. I almost never post reviews but this was so bad it...