Cinnaholic — Restaurant in Irving

My family went in at 10:00am, when they open, and the doors were locked. An associate saw us and opened the door and then the manager of this location informs us that, “There is a delay. We had a mishap with the dough and we need to start from scratch. It’s going to be 25 minutes or 30 minutes max. Your order is on us if you wait!” And we said, “Okay, we’re a little pressed for time but thirty minutes shouldn’t be too long.” We ordered two coffees and four rolls, and we got one coffee after about 10 minutes. We had to ask for the other coffee after about thirty minutes. It’s now 11:00am, approximately an hour after we were promised a 30 minute wait. Half of our party needs to leave due to time constraints, so our plan to enjoy this experience together is gone. We ask how much longer and they said, “The rolls are going into the oven in four minutes!” So I said, “How long does it take to bake?” And she says, “10 minutes.” I’m a baker so I know that you can’t frost and serve cinnamon rolls right out of the oven, or the frosting will melt. So I said calculated about 4-5 minutes to cool and I said, “So like 20 minutes?” And she says, “No, 14!” As if I don’t know what math is. It’s now 11:20am, we still don’t have the order and at this point, I would’ve appreciated if the manager understood her work or was honest enough to tell us that it would actually be an hour and half. I would have rather driven to a different location and paid for our food so we could enjoy it promptly and together. Absolutely would not go again. We finally left with our order at about 11:30. It was nice that they comped the order and all, but again, we would have much preferred to go to a different location, pay for our order like we originally intended to do, and not sit around for an hour and a half. Update: The cinnamon rolls were frosted too early, and the frosting was melted, separated, and made the rolls soggy and greasy. This looks nothing like to puffy, lightly cooled and properly frosted rolls on...

I arrived at Cinnaholic with my pregnant wife around 9:30 PM to satisfy one of her cravings. We both love these cinnamon rolls, but unfortunately, this time we had a really disappointing experience.

When we got to the counter, the lady working there seemed very busy and overwhelmed. I told her not to rush—we weren’t sure what we wanted yet. A couple of minutes later, another staff member came over to take our order. She was very kind and patient with us, which we really appreciated.

However, after we placed and paid for our order, the original employee who had been in a rush handed us everything to-go without asking. We assumed that was just how it was done late at night, so we took our box and sat down to enjoy it before heading out. That’s when she abruptly yelled across the store that they were closing in 15 minutes.

How do you speak to customers like that—especially ones who are clearly just trying to enjoy a quiet moment, and especially to a pregnant woman who came in with a simple craving? A polite heads-up would’ve been more than enough. We weren’t trying to stay past closing—we just wanted a few minutes to enjoy the treat.

It’s unfortunate, because we really love your cinnamon rolls and were excited to come in. But this experience left a really bad impression. I hope this feedback helps improve the customer service going forward, because the product deserves better...

Poor customer service. The girl behind the counter on 11/24 couldn't have cared less if we were there or not. First off, no greeting of any kind. We attempted to engage in friendly banter and tell her we have never been there before and would like guidance on good sellers, etc. She just sat there impatiently waiting for our order. There was nobody else in the store! Then, when I asked for cream for my coffee, she gave me this incredulous look and said, "we are vegan! We don't have cream, and we don't have dairy products at all, including milk." At that point, I realized we were actually inconveniencing her. We quickly ordered and ate our half cold, clumpy cinnamon rolls with decent coffee and left. My stomach began to ache as I ate, so I looked up how this vegan place subs butter. Turns out they use seed / vegetable oils. That explains it. We won't be back to this location in...