Parlor Doughnuts — Restaurant in Champaign

I wasn't going to post this review, but chose to following how management has handled the situation. I visited recently to pick up a few drinks and doughnuts for myself and some co-workers, and had great service in-store. I drove straight to my office and immediately began eating and drinking; when I had a small amount of cold brew left, I decided I was done and went to pour out the remainder so I could throw away the cup. When I did, the insect shown in the video crawled out.

I called the store right away, and the employee did apologize but said it was hard to believe because she hasn't seen any bugs like that around that morning. It was a strange response, but I really just wanted my money refunded. Bugs show up in food service, I get it, so I just wanted to have it made right and move on. She told me I needed to email the proof to the store manager, and I read back the email address she gave me several times. However, I received a bounce back telling me that email doesn't exist.

I sent it to the general corporate email and asked them to please forward it to that store, since I was asked to send it. I didn't hear back for days, which I also thought was strange. After several days, I received two voicemails from someone completely different asking me to call him back. Because this showed the video they requested had been received, and I didn't want any further action taken, I left it there.

Today, I had a call transferred to my office extension from our front office staff. I was shocked to answer and hear that it was Patty, one of the owners. I asked how she got my work number, and she said that she Googled me and found where I work through LinkedIn—HIGHLY inappropriate and unprofessional! I repeated to her what I've said in this review: I successfully received a refund, I don't want anything further. I feel harassed by this business, and was also offended that Patty told me that the bug couldn't have survived in the cold brew. It's been insinuated from the beginning that I'm not telling the truth, which is insulting and not a great PR move—especially when I've turned down offers of free food and made it clear I only wanted a sincere apology and a refund.

I just want to move on from this and not be contacted by this business again, so I'm posting the video here as so many of their staff...

I came to this establishment with high expectations and was highly disappointed! I ordered a caramel macchiato. When I received my drink it tastes like it contained pure milk and coffee, there was no caramel. I took my drink back to the front counter and expressed my dissatisfaction with the iced coffee. Ashanti told me that there was a corporate way of making the iced coffee and it could not be remade so I then asked for a refund. She told me she could not refund me just because I did not like the drink. I am 6 months pregnant and became flustered as the drink did not meet my expectations and she was refusing to satisfy me as a paying customer. She laughed in my face and mocked me as I continued to express my dissatisfaction with the drink and customer service. As I began speaking with the manager Elliot, Ashanti continued to mock and provoke me and began to go back and forth with me in a heated argument. I began to question the managers authority over her employee behavior and professionalism. I was then asked to leave or the police would be called all because I didn’t like my drink and wanted it either remade or refunded. I can only come to the conclusion that was racial profiling, lack of professionalism and integrity. I am highly disgusted in the customer service I received. And I have plans of reaching out to the better business bureau’s, corporate, and osha. Burt however was understanding and was more than willing to accommodate my needs but his manager...

On my third trip here I decided to dine in and was treated very poorly the person I was with ordered a coffee and it wasn’t to her liking she asked if the coffee could be remade and the Manager working refused to and was very unprofessional and unpleasant about it instead she said she would only be able to add caramel to the drink and she then takes the caramel and squeezes it into the coffee after being treated in that manner we decided to just ask for a refund she then stated that she would not be refunding anything and told us we needed to leave the store and she was calling the police and we hadn’t done anything wrong so we wanted her to call the police while we waited for the police to arrive which she never called them we asked for their corporate number and she said then proceeded to curse at us and tell us we needed to leave the woman I was with was 7 months pregnant and began to cry so I then gathered our things and children who had to witnesses us being treated so poorly and went to the car I got online and tried to find a number and only ended up calling another store so I walked back in and asked for everyone’s name and position so I could report it to the better business bureau and I still have yet been refund or heard anything from their management team it left me with a very distasteful feeling...