Duck Donuts — Restaurant in Town of Oyster Bay

I ordered online Duck Donuts on Sunday. I came in 20 minutes after I ordered online just for my order to still not be ready. The person who was working was not friendly and did not seemed trained enough in customer service. He didn’t even greet me or address me at all although he saw me until I spoke up and said my order. It then took another 10 minutes for my order to be ready. I left and came back. I ordered 2 caramel macchiatos iced, a glazed donut, and a milkshake. The milkshake was good. The donut was good, but not worth the price. The caramel macchiatos had no caramel in them and tasted like cardboard. I kindly went back and at this point I just wanted a refund. Then, the manager tells me he can’t give me a refund on an online order, only remake the order. I’ve worked in restaurants for years, there has to be a way of refunding me. He says he can’t. I ask if there’s anyone else I can speak to. He says no. I ask if there’s an email I can contact. He says no. What kind of establishment doesn’t have any sort of customer service email or contact? You leave 2 20 year old boys to run the whole business on their own as if they know what they’re doing? With no way of contacting the owner? Why would I want a remake of the coffee that was already bad? I wanted a refund. At this point, I’m frustrated. We get frozen coffees instead. They weren’t great, but it was better than the coffee. $12 for two poorly made iced coffees and no refund. You’ll never catch me...

I placed order #68 online at 11:30 AM, with a scheduled pickup time of 11:59 AM. I arrived at 11:45 AM and waited. By 12:10 PM, I asked about the status and was told the order was “being worked on.” By 12:25 PM—nearly an hour after I placed the order —my order still hadn’t even been started.

I asked again and said that if the order wasn’t ready by now, I would prefer a refund. The employee told me she didn’t know how to process refunds. I asked to speak with a manager, and she said the manager wasn’t in the store. That’s unacceptable.

At that point, I said I wanted my order right away. Only after making a scene did they finally give it to me. Had I not spoken up, I honestly believe I’d still be waiting. The donuts are definitely not worth this level of poor service and...

Not only were the donuts the best that I have had in as long as I can remember, but being a coffee snob, I was quite impressed with the iced Americano. Based on other reviews I almost didn't drop in, but I am glad that I did. This is a fairly new location, so maybe they had growing pains in the beginning, I had no issues with the service at all. The donuts are also made to order and not sitting on a shelf so you need to be prepared to wait a little bit for them to be made. And yes the donuts are a bit smaller than other spots but not to the point that I felt cheated. The cost is inline with the location and quality...