I love supporting local small businesses, and my kids love donuts so Destination Donuts had previously been a go to- until today. I have a severe allergy to soy, and as I asked questions about my order this morning (as I do every single time!) I was reluctantly informed that they had changed their dough recipe in the past year without informing their customers. They now include soy in every single item, whether it is designated as Vegan or not.

The conversation and experience I had there today was one of the worst customer service encounters I have ever had, where I was blamed for having a food allergy and it was made clear to me that they find sharing ingredient information with their customers to be a unwelcome burden. 😕

Edit: If you truly believe in transparency, you could post a sign stating your recipe change and making it clear that all products contain soy. That would be incredibly simple and would be beneficial to both your staff and customers. Relying on social media and employees who seem only somewhat educated is not a best practice.

Assuming you are the person I directly interacted with today, then the harsh review should be no surprise. You made it crystal clear that you felt this issue was only my fault, and that the burden of ingredient discovery lay solely on me. That's unacceptable if you want to provide decent customer service.