Duck Donuts — Restaurant in Fairfax

Waited almost an hour for an order called in an hour earlier..

--Editing this review due to the owner reaching out, which I respect.

Mr. Kirkland - I apologize for not calling directly, but am a busy person so having a discussion over a bad donut experience during business hours isn't very feasible.

Related to the service details, I didn't elaborate enough to substantiate the 1 star review which I apologize for. It was a busy time early on a Saturday in October, which I would've understood the delay a bit more if it wasn't a pre-order. I checked on my order as soon as I got there. The girl at the register assured me it was in the queue, but didn't verify anything. I checked again 10 minutes later, she seemed annoyed this time, picked up the phone as it started ringing, and a few minutes later she paused on the phone and said she'd follow-up with me. There was no seating at the time , so as I looked for a spot to stand to allow others to make orders. I turned around to check on her and she was gone. I stood at the order area (getting in line again) hoping someone else would come over and finally another staff member asked about my order details. They hunted around and seemed to pull it from a small stack that nobody had appeared to look at yet. The lady looked like she put the order in then which was already pretty buried behind orders added while I was there. Around 30 minute later I was out the door. I would've given up, but I believe my wife prepaid. I don't know if this is part of the process or some system was new, but I'd like to hear if some type of implementation of tracking orders from taken to completion is in place. Maybe give employees some type of incentive for assuring orders are followed through or incentive towards trying to keep up positive customer service during rushes.

I don't know if this is helpful information, but I'll delete my review upon your acknowledgement of reading this. I upped the score out of appreciation for ownership taking stock in customer service. This isn't as common as it used to be.

Again, thank you for taking the time...

3 weeks ago I visited the Duck Donuts location Fairfax Virginia. Upon ordering 3 donuts and coffee. I was told they were out of coffee for the day! After questioning a donut shop being out of coffee? The employee consulted with the manager on duty. Who confirmed because I was only purchasing 3 donuts they could not make coffee....After stating my opinion, I went to get coffee at Dunkin Donuts. A week later, after leaving a 1/2 dozen messages. I able to get in touch with with someone from the corporate office in Pennsylvania. After hearing what happen. I was told to look for big, noticeable changes in Fairfax ocation. A week later I received coupons for 4 1/2 dozen boxes of donuts....Yay! So I told the staff at my daughters high school I would bring them donuts today ~ Went to pick up donuts this morning. I ordered and present it the coupons for the donuts. I was then told by the employee that they did not accept the coupons. I then placed a call to the corporate office to have them speak to the store manager. I explained to the person who answered the phone the situation. I was told I would receive a return call in a few minutes. To save time, I went head & placed the order and paid for the the donuts ($37) Confident I would receive a call back a few minutes and my coupons would be accepted, I would then receive a refund....40 minutes later. I had the $37 DONUTS. My coupon for FREE DONUTS and no CALL BACK- I Then sent an email to the corporate office. I included a map showing the distance and time of 40 minutes from my home to the donut shop. I respectfully requested a refund of the money I paid for the donuts. I have offered to return the coupons to the corporate office or store location. I have no intention of ever going back to duck donuts again. Let's be real they're really not worth it. I don't understand what all the fuss is about? They're really not that good. We have pretty great choices of donuts in the northern Virginia area. We don't need to stand in line or be ripped off by donut shops which make...

I would give no stars for their service and definitely NO stars for the cleanliness of the place. Dust everywhere and no one seems to want to wipe tables clean after their customers leave. The floors are dirty, looks like they haven’t been swept or mopped in months. Obviously donut toppings like sprinkles, coconut flakes, nuts, etc will fall to the floor, but someone should be sweeping instead of standing around. There were 3 employees in the back, doing absolutely nothing while one employee was making donuts and serving customers. I brought my 2 children to have donuts inside since it’s too hot to eat out, and there was no place to sit because the 3 tables they have were used and had crumbs all over. I asked them to clean and the one guy who was busy making donuts came out with a bottle of cleaning product that was almost empty. He literally couldn’t even spray the table with the little bit of liquid that was left and he continued to wipe the table. I brought it to his attention that he wasn’t applying any spray and he was nice enough to get something else. When I saw him pull out a bucket of old water, who knows how long it’s been sitting there, I decided to walk out and write this review. I hope it will help them realize how unclean the place is and maybe spend a few minutes wiping the 3 tables they have after their customers use them. Or leave wipes handy for customers to use at...