Donut Star Cafe — Restaurant in South Jordan

The donuts were very good. The online ordering system/fulfillment is awful/flawed (see below). The staff attempted make up for it, but not the best solution, by far.

Ordered, in advance, from the limited online menu.

First, know the online menu does NOT include a lot of what is available in store. For example, if you just want a chocolate dipped donut (what they call a chocolate glazed donut), you must get it with sprinkles if you order online. But in the store, trays and trays of the non-sprinkled variety are available. Go figure.

Second, the fulfillment of an online order seems to be hit or miss. My order was a “miss.” It not only was not filled, they just had zero record of it. The staff immediately knew what had happened, so this must be a common occurrence there (a shift change issue, from the sound of it). Unfortunately, one item was a Boston Creme donut and, as fate would have it, the person ahead of me bought the last one remaining, so the failure to fill my order resulted in Donut Star being unable to fill my order correctly when I reached the counter.

One solution might be to refund the difference. Apparently, that isn’t practical or possible with an online order. So, the only available option was a substitution and, of course, a Boston Cream is a “specialty” donut, so that limits the alternatives. We picked something we really did not want, and the employee graciously provided an extra for the error (so we received one free donut of a type we really didn’t want), but we would have just preferred a refund or, of course, that the order had been filled correctly after being placed so that Donut Star would not have sold the very last Boston Cream to the person ahead of us in line.

Finally, the procedure in place for pickup of online orders is just awful. Seemingly, every other business in town has worked out a system so that online orders can be handled separately from in-store orders, but here, an online pickup requires standing in line and waiting for everyone ahead to choose and pay for their orders. And, of course, for something like donuts where picking them one-by-one, often a dozen or more at a time, can be a time-consuming process, this can turn into an ordeal even if an order has been made, paid for, and (unlike ours) properly fulfilled.

All that said, we will be back. The donuts...

UPDATE 6/25: Saw the reply from the owners and stopped by when I had some time during my project. Explained the issue, and Becky took care of us. AMAZING, completely overwrote this bad experience. She had long time bakery experience so we had a nice chat as well. I hope this place continues to thrive and grow, and get more people like Becky!

---- Original Review -----

Ordered delivery from here because these are some of the best tasting donuts I've tried. However, they completely messed up this order so badly I had to leave a review. Some QA is in order here....

FIRST THINGS FIRST, Donut Star NEEDS to seal these better. It was completely open when it arrived, the seal had fallen open or maybe the driver took our donut lol. They only put on seal on front, the highest stress spot, but not on the sides to support.

ADDITIONALLY, one of the donuts in the middle was squished. Sad.

As for the order accuracy, well: I ordered: 2x Chocolate Sprinkle 1x Maple Bar 1x Glazed Old Fashioned 1x Glazed Cronut 1x Chocolate Cronut

Mind you, Cronuts are double price of regular donuts! Speciality donuts of course.

What do I get? 1x chocolate sprinkle 1x Chocolate, NOT CRONUT 1x Maple Bar 1x Glazed Old fashioned and some donut holes just... thrown in there. They did notify of substitution of the Glazed cronut with the holes, but proceeded to not substitute the chocolate cronut or anything. $6 cronut just vanished. Not too bothered about getting a non-sprinkle chocolate donut, but that's worth mentioning too.

Anyway, some of the best donuts I've tasted but the QA is lacking on the...

Placed an online order for what I thought was the Draper location. I get to the Draper location, realize my mistake, and the worker says give the West Jordan location a call and they can refund you so you don’t have to drive all the way out there. The worker on the phone said it was “impossible to refund an online order” since it “wasn’t in their system”. Confused, I asked how they had my order if it wasn’t in their system to refund. He said I don’t know. I asked if there was someone who knew, he referred me to the manager who would give me a call back. It’s been over a week. No refund, had to pay double so I didn’t have to drive forty extra minutes. As someone who has worked in food for 12 years, I can’t imagine a system incapable of issuing a refund. Untrained employees plus managers who don’t take responsibility, perfect Recipe for my money to be wasted. I am going to have to file a claim with my card now since everytime I call they gave me the same answer. Would give zero, even negative stars,...