Sugar Shack Donuts & Coffee — Restaurant in Richmond

My rating has little to do with the food taste/quality but everything to do with the service (or lack thereof) I received. I visited on 3/30/21 and ordered online. Everything led to pickup via curbside service and that's what I wanted anyway. I ordered. Selected curbside. I went to the text message I received after placing my order and let them know that I had arrived. I waited for a good 10 minutes and saw at least 3 cars that came and went and got their curbside order with no issue. I decided to call in and ask was the order ready. The employee said she didn't see my ticket as curbside but brought it out. I didn't think anything of it and just went on about my way. Well 3/31/2, I was in the area and actually enjoyed the food from the previous night so I decided to place another order, curbside pickup selected again. Well I let them know I was there as I got another text to click the link letting them know I arrived. Once again after about 10 minutes after the slated arrival time, no one came out. I callled and asked was the order ready. The rude employee tried to dress up sarcastically that "oh no you can come in". I told her that I selected curbside and that's what I expected. She again said oh no you can come in. I confirmed if she had no intention on coming out and she ignored my question. So I decided to stop going back and forth and went to the door. She met me at the door before I could open it and handed me the bag. I said that they need to adjust their website if curbside is not actually being offered. She acted like she couldn't hear me. So once I was back in the car I waited and another car drives up and lo and behold here comes the same girl bringing out the car their food. Like wth! What should I think at that point but that this person intentionally didn't want to come and bring me my food. I paid. I tipped so what's the issue?? I was so upset that I called the store and asked to speak to the manager, Miranda? Maybe was her name. Just as a I would suspect she went to defend the rude person saying that there was a miscommunication. I said absolutely not and that I sat here and watched her bring out another car's order. She eventually acknowledged my feeling of why I would feel slighted and asked if I wanted a free something next time...no thanks is my response. I have money and don't need anything for free when I pay for good service. Even if the food is bad, good service can mitigate that. They need to get it together over there and I will NOT be back. I can't really even confirm that the person on the phone was a manager and for that reason I wish I would have gone im after all. Rude. Rude. Rude. If you can't follow through, don't have it...

The donuts here are great and they cater to all kinds of different allergy/sensitivity needs which is much appreciated! I've tried the vegan and non-vegan donuts and they are all delicious. When I stopped by before work one day, I had to wait about 15 minutes to give my order and the person behind the counter let me know that if I ordered online, I wouldn't have to wait as long.

The next time we wanted to order from Sugar Shack, I remembered this and ordered ahead. I got a dozen donuts, two burgers with fries, and two milkshakes. The receipt said that it would be ready in 35 minutes, so I got there in roughly 40 to give a little wiggle room. When I had submitted my order, it allowed me the option for curbside pickup, which I selected. On the receipt that came to my email, they said that they were no longer doing curbside pickup, so I wasn't super sure how I should be picking up my order.

I parked and went inside. There were not any signs that indicated how to pick up orders that had been ordered online or for curbside pickup or anything, so I ended up waiting in line after a couple of people. The place was packed at the time. When I got up to the front, the person at the register said that she would start putting together my order. It turned out that they had not even put the donuts in a box... Or started cooking the burgers and fries we're making the milkshakes. I stood there waiting for a while until finally someone came over and said that I could wait in my car. I finally received my order about 30 minutes later. The order was slightly off, as the seasonings we chose for the fries we're not used at all, but it was fine. The person who delivered them to the car was very nice (and I should note that despite the super long wait time, I was also very nice. No good comes from being mean to people, as far as I'm concerned.)

Overall, still four stars because I'm sure they are understaffed, like all the other local establishments. The donuts are great and their lunch food is decent. Expect a wait and maybe don't bother ordering online thinking it'll save...

I ordered 2 caramel frappes with extra stuff in it like espresso shots. The driver brings one cup that is half empty and says that’s all they gave him. I called the girl is rude saying it only showed her one drink but I said mam how does the ticket on the bag say 2 you clearly stapled it to the bag. And she don’t know why the drink not a frappe and half empty. Then she has me on hold says she busy then after 10 mins a man answers say she is working by herself sir well what are you doing you not helping her.? You gonna offer me a free drink and donut if I’m ever near the area. That’s does not cover the 20 dollars for two drinks we didn’t get. Call door dash it’s your fault why does door dash have to cover and half the time they don’t want to refund. So I guess I’m out my money.

I also just want to point out I know mistakes can happen. It’s just I used the website to order and you use DoorDash to deliver . It cost me 33 dollars for the order and I only received 2 donuts. Then I call and the girl is saying she busy and so forth and it said one drink and then a man gets on after a wait and doesn’t offer to correct the missing frappes never mentioned a refund. Just if I am in the area he can offer me a donut and a drink. That’s not covering what I ordered I’m not asking for the money back for everything just the missing frappes. At first I would take a reorder but now I prefer to just go somewhere else.

Update: I called door dash they said the store had to give me a refund they called the store and had me on the line and the man working said he won’t a manager they don’t work at night that I could call in the morning to get me a refund he told me and the DoorDash person that. So let’s see if this happens in the morning.

Update 2: As I thought no manager there when I called. It’s okay 👍 . Bad business , attitudes , rude , no respect...