Duck Donuts — Restaurant in Florida

I love the uniqueness of Duck Donuts and I think it’s really great we have such a donut shop in SWFL. However, I recently experienced negative customer service by the store manager Gary. I had a reward for a free donut on the app and was confused on how to add it to my order, so I decided I was going to go in and they could look up my account. I was in line when the manager, Gary was very personable with the customer in front of me. It’s now my turn and Gary, the store manger just looks at me and doesn’t greet me. So I greet him and he responds “yeah”, with eyes wide open. Just by his demeanor and response I knew he didn’t want to talk to me. I proceed to tell him how I have a reward for a free donut and could you look up my account and add to my order. He was very dumbfounded I was asking such a question. I know most restaurants and retail stores have the app linked to their computer software and he would be able to look up my account. Duck Donuts doesn’t do that and Gary took a long time to register what I was saying. As a store manager, I would think your duty is to know and understand how your app works and what customers are talking about when we mention the app. I finally give up, and place an order. I waited for about a minute and I wasn’t in a rush. He then gave me my donut and said “you seem like your in a rush”. I was confused and said “yes I’m in a rush” and he responds “I’m so sorry about that”. Believe me, in no way was I in a rush, I was more so upset that I was treated so poorly compare to the customer in front of me, but I masked that emotion. Was it because I was a person of color Gary? I’m pretty certain he said I looked like I was in a rush to make up for that fact that he knew he was in the wrong with his poor customer service. If I had truly registered what he said and why he said it I would have responded proud and clear “No Gary I’m not in a rush. I’m just astonished as to why I was given such poor customer service by a...

Well, the donuts were unique and delicious and there is certainly potential for this business to succeed. However based on my few observations, chance of success is doubtful. Dylan took our order. He seemed knowledgeable in the product and processing our order, however he appeared very young and inexperienced in assisting the other staff by ensuring donuts were being made to keep up with the orders as well as in food handling. After taking orders, without washing his hands, he filled what appeared to be oil (or water) on the production line. He then began to handle cooked donuts with unwashed and ungloved hands. Not at all acceptable especially in front of customers watching the process. I spoke to him immediately, he admitted his mistake, washed his hands and continued to assist the single worker preparing the various orders. The young girl preparing the orders changed gloves in between each order in a knowledgeable fashion. However her rather long ponytail was often hanging over the donuts she was preparing. This is not hygienic nor appetizing in the least. Many peoples donut topping choices were denied because they were out of Oreos and Graham Crackers. This location is right next door to a Publix grocery store. They should not be out of such basic ingredients. Their excuse….they did not have a Company Credit Card to purchase these ingredients. Which tells me there is more to the operational deficits than the very young inexperienced front line staff. Lack of supervision and or communication would likely be the cause of basic ingredient shortages. I appreciate the guarantee of fresh cooked donuts, but waiting over 1/2 Hour could have been avoided IF Dylan was cross trained to assist in maintaining adequate productivity and assembly of customers orders when he was finished taking orders. Or better yet, 2 people preparing customers orders as this is time consuming. Both workers I feel we’re far too young to be working without...

It was our first time at Ducks Donuts (Fort Myers location off Independence Drive)...which was highly recommended by a friend. Ducks is not the traditional donut shop where they have donuts displayed and ready for purchase. One has to order donut with/without glaze/covering, toppings, and any other extras. Donuts are vanilla cake donuts and are made to order and served warm.

The donuts were delicious, coffee was okay, and shop was clean. However, we had some issues with the employees at the shop. One employee came in to start her shift and commenced to speak very loudly in an already small area. She joked with customers and seemed friendly enough, but it was hard to enjoy our experience with her loudness.

The same employee also made a joke about the establishment having only one toaster to make breakfast sandwiches and wished customers ordered breakfast sandwiches on donuts instead of bagels or English muffins. We let her joke slide the first time, but took umbrage when she voiced it again...loudly. it made us wonder if she really got upset when customers ordered certain things off the menu because it was an inconvenience.

Another employee who prepared the donuts also had to call out customer's names or order number but one could barely hear her. It was very frustrating to have to ask her to repeat what she said, only to have her repeat it in a lower voice. We felt bad for her, but felt the establishment should have provided a microphone for the quiet employee or have the loud employee handle calling out the orders.

It seems like we are nit-picking over our one (and probably only) dine in experience, but the employees honestly made our experience unpleasant. As there are other donut establishments close by, we will probably forgo Ducks Donuts...