Duck Donuts — Restaurant in Herndon

• Edit: I have raised the stars from 1 to 3 because I was finally contacted (after 2 weeks) after posting this review and received a refund. I will continue to do business with Duck Donuts, but recommend that they find a different service for delivery. The donuts are fantastic! However, it could be time for a re-training at the Herndon location*

I placed an order through Duck Donuts on April 2, 2023 for one dozen donuts and four milks for delivery. The DoorDasher left my donuts on the ground with the box open and no milks. They didn't even ring my doorbell. I called the location. They said I had to ask for a refund through DoorDash. Called DoorDash. DoorDash said they needed the OrderID. Called Duck Donuts back for the OrderID. DoorDash informed me that Duck Donuts had to process the refund. It was a big back and forth between calling Duck Donuts and DoorDash and no one wanted to accept responsibility.

I called Duck Donuts one last time and spoke with the manager on duty. They said they would refund the order and that it would take two days. Ten days later, I called again because there has been no refund. I was told by the staff that they would contact the manager and have them refund me. It's two days later and no contact from the manager or refund processed. Why is it so hard to get customer service and a refund? I will be physically going to this location on Monday to speak with the management.

I have been a strong patron of Duck Donuts and recommend them to others. However, I can no longer do that. I'm so disappointed in their service, crew, and management. This isn't the Hometown Herndon service that I'm used to receiving from them. I can no longer support this local business.

Order Number:...

I recently placed a scheduled order the night before for donuts and a 96oz coffee for pickup. However, when I arrived at the store, I encountered a long line of customers. When I inquired about my scheduled order, I was met with a rude response, stating that there were many people ahead of me and that I would have to wait like everyone else—or simply cancel my order.

The entire point of scheduling ahead is to ensure that the order is prepared and ready upon arrival, especially before walk-in customers. Instead, I was forced to wait without any indication of how long it would take, making the scheduling process completely pointless. Unfortunately, due to time constraints, I had no choice but to cancel my order and leave without what I had planned for.

To make matters worse, I was charged $39.53 for my order but only refunded $35.67, meaning I had to pay a service fee for scheduling for the order that was never even fulfilled. This is completely unacceptable.

This was an incredibly frustrating experience, and I hope the management takes steps to improve their process and customer service. If scheduled orders cannot be honored in a timely manner, then they should not be offered as an option. Additionally, customers should not have to lose money for an order they...

I like to stop here when I'm shopping next door at Whole Pet Central. There was a 20-25 min wait even when there was only a few people there. They must have received a huge order. Because I was only getting 2 donuts, they filled me order immediately. I'm so thankful, or I would have skipped the donuts and head on home. I noticed they have a Halloween/Fall menu with fancy donuts and coffee. I ordered one of the Apple donuts and was told that they don't have any??? It was around 11:30 am when I stopped by and they have advertisement on these donuts all over the store. I went with the French Toast and Blueberry donuts. One of the male employees, the shorter of the 2, saw me waiting and asked what my order is. He made them immediately and was very friendly and polite. The taller employee didn't say anything to me and the cashier, a white young girl, wasn't all that friendly. While eating the donuts at home, the French toast was very good, but the blueberry came with a strand of hair. Ummmm maybe the employees need to wear hair net?? I deducted a star for the hair. It happens but I prefer it doesn't...