Duck Donuts — Restaurant in Knoxville

Horrible management. I placed 2 orders on a Monday to be picked up Thursday and Friday. I called on Wednesday at 5:56PM to cancel the order for Friday - 2 days before, which is plenty of time for a donut shop. Unless you are making your donuts 2 days ahead of time? When my husband picked up the Thursday order, he confirmed we wanted to cancel the Friday order. I called again Thursday at 6:04 PM to confirm the cancellation and was told it was no problem. About a month later, my card still had not been refunded and when I finally get a manager on the phone and she says that they made the donuts anyways and made it seem like my fault. After 3 months, my card still had not been refunded, so I called them again. Finally, today, I get this email, "Client ordered twice and did not cancel the order. We should not be even refunding them, but we are being nice." Seriously?! I documented who I talked to and when and I did in fact cancel the order - multiple times. I will never order from this place again now that I see how they treat their customers.

If you are looking for good customer service and even better donuts, try Beavers Dough Joe on Oak Ridge Highway! Family owned and a really cute place!

Edit due to response from owner: You are correct, I did order from the wrong store, which is why I did the right thing and picked up my order for Thursday. And gave you plenty of notice to cancel for Friday. I do know who I talked to, but I am not trying to get anyone in trouble. As a manger, you can verify who I talked to by looking at the schedule for the dates I documented. And I tried to cancel online, but it was not an option, which is why I called. In fact, even you said online ordering is new and you didn't know how to handle a cancellation, so you would have to check with your corporate office and get back with me. Which never happened. So many examples of poor customer service.

I see that it's difficult for you to apologize and admit someone on your end dropped the ball. What's ironic is that your rude, defensive response to a paying customer speaks more to people than my...

Yes, I’m about to say it …. Duck Donuts beats Krispy Kreme and Dunkin’ Donuts hands down, and it’s really not even close. What sets Duck Donuts apart is the entire experience: each donut is made-to-order right in front of you, starting with a warm, vanilla cake base that’s crispy on the outside and soft inside. From there, you customize with a massive selection of glazes, drizzles, and toppings—everything from fruity favorites to rich, indulgent creations. The donuts are noticeably sweeter than other chains, so expect a delightful punch of sugar that’s incredibly satisfying without being overwhelming. Their Maple Bacon donut is a true masterpiece: the warm, maple glaze has a buttery depth that perfectly complements the salty crunch of real bacon bits sprinkled generously on top, it’s the ultimate blend of sweet and savory, and an absolute must-try that’s become a staple at the shop. The freshness is unmatched; you won’t find any day-old displays here. Whether you’re craving classic flavors or wild combinations like blueberry icing with Oreo crumble and marshmallow drizzle, Duck Donuts delivers a gourmet twist on the traditional donut shop that keeps you coming back. It’s not just a donut, it’s a full-on...

TL;DR: Best donuts I've ever had, amazing service by Brantly at this location. Made-to-order donuts AND hot chocolate are reasons to come back!

If you're near a Duck Donuts location, thank whatever higher power you believe in for the blessing. We're from out of town and I'd never heard of them before but we went on my husband's co-worker's recommendation. Before we even ate or drank anything, Brantly was extremely welcoming, walking us through the process of how to order the made-to-order donuts. He was extremely patient as we decided (because all the options looked so good!), and even helped make my hot chocolate exactly how I wanted it (with cinnamon and vanilla). Such kind service would have gotten a high rating even if everything else were just 'OK'... but MY GOODNESS those fresh donuts were HEAVENLY. I'm not usually a cake donut fan as yeast donuts have my heart, but these were literally the best donuts I've ever had in my life, and that hot chocolate was amazing, too. So sad we don't have one of these near home, but definitely looking forward to our next trip back so I...