Sophias Freshh Donuts — Restaurant in Rialto

Very Disappointing Experience After Years of Loyalty

We’ve been coming to this donut shop for years and have always supported the business. However, after today, we’ll be taking our business elsewhere.

I purchased three dozen donuts for my kids’ school. Two had nuts, which were meant for me and wife. Due to allergy concerns at the school, I told the staff I didn’t want those two included in the box. I set them aside on a napkin, while paying.

The man who normally helps us—who is usually friendly—came over and, without saying anything, threw those two donuts away. I politely let him know I still wanted them, just not in the box. That’s when the woman got upset and loudly said, “You said you didn’t want the ones with nuts!” I calmly explained that I didn’t want them in the box because of allergy concerns—not that I didn’t want them at all.

Rather than resolve the issue professionally, she raised her voice and became confrontational. My wife, who was on the phone with me, could hear her yelling and even said, “Forget it—I don’t even want my donut anymore.”

All I asked was to replace the two donuts that were mistakenly thrown away with one donut with nuts. Instead, she screamed at me that I’d need to pay $1.50 for another one. I reminded her those donuts had already been paid for, but she only became more upset and continued to be rude.

I left quietly with my almost 3 dozen order, disappointed and embarrassed. The man we’re used to dealing with stood by and said nothing—not even an acknowledgment. I guess she’s the boss.

Sadly, after years of loyalty, we’ll now be looking for a new donut shop. Poor customer service, especially when there’s a simple misunderstanding, is...

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