OMG Donuts — Restaurant in Mansfield

Well, after a year and a half of coming here regularly and placing two special orders I finally experienced an issue. How businesses handle issues says a lot in my opinion. Worst experience probably ever as to how this was handled. Crazy honestly!

So we spent over $50 for Happy Birthday donuts. It's always been a very pricey donut shop! My husband had instruction to get one of our dozen with sprinkles. I confirmed his understanding of the instruction prior to placing the order and following. He was positive it was placed correctly.

Well, donuts got picked up today and there's two issues. I've got only 5 out a dozen with sprinkles and one of the boxes of special ordered letter shaped donuts was overlapping so that frosting came off on the lid of the box and was also lifting off of the donuts on the bottom box and sticking onto other donuts.

I called immediately and spoke to Aeisha who was nice, understanding and accommodating. She offered for me to come back immediately, bit I couldn't so it was arranged that I could get 6 sprinkled donuts the next day at no extra charge. Fair in my opinion!

Well, an employee named Marlin called back and this was where things got weird and insulting. Marlin said she took the order and that only some of the donuts were to have sprinkles. She said she was clear with my husband and I could not get 6 free donuts now. Okay, so I've got 36 donuts costing over $50, 5 with sprinkles (that's much less than some and not the festive birthday touch I was going for) and 6 with messed up frosting with a resolution of coming back and purchasing 6 at a reduced price??? Plus you're calling this miscommunication an error on my husband's part.

At the end of the day Marlin gets to hold her head high on her solid ground while OMG donuts loses a customer with a 6 person household who regularly goes there. Plus, I'm a real chatty Kathy so this will be a story I retell often as the interaction was just horrible. Bottom line, great donuts if there's not any issues and you don't mind paying triple going donut rates. However, think twice if you have a special order! Oh, and place your order with Aeisha because she was fair, reasonable, and customer oriented.

I've honestly never had anyone call me back to reverse an already arranged agreement. Marlin was very rude, accusatory and insulting in her tone. I will be calling my cc company to dispute part of my charges as I didn't get what we ordered and part of my order was damaged. Definitely will not be back. Hello donut shops everywhere... Big family of donut lovers looking for someone else who wants...

I have been a regular at this store for the past 3 years. Couple of days ago when I went there I found that the prices have increased significantly from what they were for a dozen glazed donuts (like 25% increase from 7.5 to 10$ now) and I'm sure for others as well. Quality of the donuts are good but I also don't like the fact that they don't display any prices on the board. I have to ask every time to see the difference between chocolate donuts or the glazed ones are cinnamon rolls. Why is it so difficult to just display the price.

Also when I get a receipt it just is a total breakdown.

And the worst part is that at the end of transaction they turn the device to you with a tip display. Why in the first place should I be tipping for them just to pick up those donuts and put in a box and give it to me. This is becoming a nationwide phenomenon where you go to any service provider which is why they are there for and they expected tip as well.

Before people come out support tipping I just want to make them aware that we are trying to make a...

I gave this place a couple tries before forming a final opinion. I think overall, this shop is sub-par. First time I visited, they stuffed six donuts into a little bag and the glaze fell off them and smeared all over the bag. Last time I visited, I got a jelly filled donut which was basically a breadstick (it certainly wasn't an eclair) with two dollops of jelly on the ends, not enough to fill it to the center. Store morale is a little low and unwelcoming. I felt like I was bothering the staff just by walking in. No one greeted me. A lady stocking drinks near the entrance looked at me and said nothing. I had to greet them. I know it was 6am, but still. The donuts also lacked a certain sweetness. They're not made with love, only with a burden...