Hurts Donut Company — Restaurant in Springfield

My husband ordered me gluten free donuts as a Valentine’s Day gift. You need to place the order in advance, your credit card is charged, and you pick them up at a scheduled time. He ordered them Friday and was supposed to get them Sunday afternoon, but he forgot, and by that time, it was after business hours for the customer service line. He called anyway and left a message about what to do from here. He didn’t hear back from them for a few days, and we decided to just ask for a refund because we figured the shop sold the donuts we requested. He called and left a voicemail, and when someone called back, she said we couldn’t get a refund. She explained they use special equipment to make the donuts and make 125 at a time. So, we’re not getting refunded over $50 for something we never received. My husband went to Hurts Donuts in person and spoke to the manager, who didn’t know what to do and gave him a number customer service already called him back from.

We’re human; we make mistakes and forget things. The first time we ordered gluten free donuts and couldn’t pick them up at the scheduled time due to a family circumstance, they told us our order was sold, but they’d make them again and we picked them up an hour and a half later. We thought the same thing would be done, but that’s not the case.

I called and left a message again, and when I received a call back, the employee said because they make 125 gluten free donuts and have to use special ingredients, they charge your card in advance and can't issue a refund if you never pick up your donuts. I told her this information and pick up policy was not disclosed while my husband made the order, and in so many words, she acted like I should have figured this was why they charge your credit card in advance. I told her how the previous time, we were told they would remake them because our order was sold and we picked them up shortly afterwards. She said in a very cold tone that it was very nice of them to do that and they don't sell what you don't pick up. When I told her I won't be placing anymore special orders or returning to Hurts Donuts, she said "Okay" in a cheerful tone and hung up.

I used to work in customer service, and I find Hurts Donuts' conduct absolutely appalling. Things could have been handled in a more professional and ethical manner. My family and I used to love Hurts Donuts, but unfortunately, we won’t be coming back. And if you’d like gluten free donuts, remember to get them at the scheduled time, because they do nothing to make sure you get what you paid for in advance, and they...

Used the drivethru and had to download the menu. While trying to order from the menu they stated they had no long johns as well as many other donuts I tried to order. Looking at the breakfast section I tried to ask if it was a sandwich or skillet and was told they don't have sandwiches, that I must be thinking of subway. The guy in the window seemed annoyed at me trying to find a donut they have....I seen they were open 24hours and asked him to confirm that, he had to ask someone else. If your open 24hours why do you not have any breakfast items ready at 9am or have half the donuts you say you have on the menu. Then my blueberry strusel coffee it had no flavor other then coffee....my key lime pie donut was filled ( the menu has unfilled and filled, I asked for unfilled). On the menu it said roll...asked about what that was and he said cinnamon roll which by the way there is no prices listed on the menu and the roll is freaksihly large. Do to the inconsistencies, wrong drink, and lack of knowlegde I rate them 3 stars...also trying to find where to enter is ridiculous, its 2 buildings down, very hard to find and no...

Amazing customer service for my 10 year old with nut allergies! Hurt’s has a warning on the menu that there may be cross-contamination with nuts, but we asked if any were nut-free just in case. The worker explained that the glazed flavors should be safe, since they are glazed and put in the case without coming in contact with the other flavors. It’s hard to find bakery goods that are nut-free, so my kid was thrilled to eat a fresh donut (Old Fashioned)!

We soon came back a second time and my kid mentioned his allergies again just in case, and a worker came running up from the back offering to make him any flavor donut he wanted right then, away from any nuts while we watched! This time he chose Cookies n Cream.

So definitely 5 stars for service!

For the actual donuts, my family of 4 had mixed reviews after trying a few flavors. We all had at least one donut flavor we loved and I’m sure we’ll come back, but some of them are just too sweet and rich. I recommend cutting them in half and eating them in two sittings if you can’t handle that much...