Union Square Donuts — Restaurant in Somerville

I am writing to bring to your attention a deeply upsetting experience I had at your restaurant/coffee shop on [insert date and approximate time]. I felt not only ignored but also mistreated and discriminated against by members of your staff, which has left me very disappointed.

When I approached the counter to order doughnuts, the staff member on duty did not acknowledge me, did not ask what I needed, and allowed customers behind me to be served before me without any explanation. Since the doughnuts are behind glass, I could not help myself—it is the staff’s responsibility to assist me. Instead of providing service or communication, I was treated as if I were invisible.

When I spoke up to assert my right as a customer to fair service, the staff became upset rather than addressing the issue professionally. To make matters worse, I was shamed for not opening the door for another customer leaving the establishment. While I am always willing to extend courtesy, it is not my responsibility as a customer to perform staff duties such as opening doors.

The most concerning part of this incident was when two staff members, including Michael, escalated the situation to the point of threatening to call the police on me simply for voicing these concerns. This behavior was unnecessary, intimidating, and deeply unprofessional.

No customer should ever feel ignored, shamed, or threatened for expecting basic respect and service. I urge you to address this matter seriously and take steps to ensure that all customers are treated with dignity, fairness, and professionalism in the future.

I would appreciate a response regarding how you plan to address...

This location is awesome because first of all there is plenty of parking. But the two girls that work here. They are both really really really nice. I started coming here because it’s easy to park and the people that work there are really nice and obviously the donuts are absolutely incredible. There’s no other taste like union Square. Donuts And thank you to the two girls that work there I don’t know your names, but I’m gonna have to introduce myself next time because you’re both extremely kind and I come back because when people are nice. You tend to become regular customers! So much about being a regular customer is about the people who work at these establishments. Being kind and being courteous, and always smiling. Not an easy thing to do but these two do a great job and they make you want to come back. We need more love in this world. This is what donuts has turned me into. Lol. I just stopped in again this morning and I got the maple bacon doughnut that was incredibly tasty. The two ladies that work at the branch at the assembly Square mall in Somerville Massachusetts. They are really really nice and very knowledgeable. Super kind and always smiling...

First time customer coming to Union Square Donuts located in Assembly Row next to the CVS and I’m HIGHLY satisfied! This place was recommended to me by my girlfriend and I was not disappointed!

Greeted upon entrance to a very simple donut shop with a LARGE variety of selections ranging from Boston crème, Glazed, Banana Pudding, French Crueler and so much more!

These are NOT your typical Dunkin’ Donut Donut’s!! The quality is amazing and they are priced just right! Everything is made fresh so you won’t get anything stale or day old.

My girlfriend got a coffee along with our assortment of donuts and I can assure you, this was an amazing start to our morning! Great Service, Great Staff and Amazing Food!

HIGHLY RECOMMENDED! Will 100% come back!

-Best...