Paula's Donuts — Restaurant in Town of Tonawanda

Absolutely Heartbroken and Outraged – A Birthday Ruined

I am absolutely devastated by how I was treated today at Paula’s Donuts. Today is my son’s birthday, and all he wanted was his favorite donut — the honey dip from Paula’s. My best friend went to pick them up, and when they got here, they were old fashioned, not honey dip. I was on the phone with her while she placed the order, so I know what was said.

I called the store immediately to try and resolve the mix-up — the donuts had been bought less than 10 minutes earlier, and the store had only just opened! When I explained what happened, the woman on the phone asked for a receipt. I told her we didn’t have one, but the purchase had just happened. She abruptly hung up on me.

I called back and asked to speak with a manager. I was told the manager was too busy to come to the phone, but that I could bring the donuts back in to exchange them. I thought that was the end of it. But then — to my complete shock — a police officer showed up at my door saying that Paula’s no longer wanted me to return to their store.

I’m still trying to process it. I wasn’t yelling, I wasn’t rude, I simply wanted to speak to someone about how I was treated. Even the officer apologized to me, saying he didn’t understand why it escalated like this. Now I’ve been banned from a place I used to visit three times a week — all over a mistake they made.

To top it off, my young son had to witness this on his birthday. No favorite donut. No special treat. Just confusion and stress. This was supposed to be a happy morning, and instead it turned into something traumatic — all because a business refused to take responsibility and treated a loyal customer like a problem to get rid of.

I’m deeply disappointed, and honestly heartbroken over the entire situation! I’d really like for the owner to reach out to me because I will stand on my ground and let every client of mine know how my family and I were treated at...

I want to start off by saying that I don't typically leave bad reviews (this is one of my first), but my experience with this place was exceptionally bad. In fact, even tho the donuts were alright, I don't think I have never been so rudely treated before as a customer. I ordered ahead and paid over the phone. When I got there I gave my information and said I had paid ahead. The person working at the front looked at me incredulously and said, "No. You didn't." I said I thought I did, but she looked at me with a massive attitude and directed me towards the checkout area. I figured that somehow the order had been lost, so although I had already given them my information, I proceeded to pay with my card. On my 30 minute drive back home, I received a call that I had the wrong order. I had, in fact, paid for someone else's donuts as well as my own. I was ordering for an event, so this is in reference to two different orders for couple dozen donuts. The employee was frantic on the phone, but offered no solutions. In the end, even though the donuts I had received were wrong and not the type I had specified I told them not to worry about it and just make sure I was only charged for what I took. About 5 mins later I received another call from them and I had to give them all of my card information (for a 3rd time) so that they would be able to cancel the order.

At the end of the day, the donuts are a bit overrated and not worth being...

I'm a first time customer that had been dying to try Paula's Donuts after all the wonderful things I've heard about their donuts. Sad to say, that while the donuts were delicious and the prices very reasonable, the service I received ruined my entire experience. It was very crowded, which was to be expected and I honestly did not mind waiting. With this being said, it was impossible the see the different types of donuts due to the crowded counter. When I did get to the register, I greeted the worker and told her that this was my first time and I needed to a moment to see the selection. She rolled her eyes at me and rudely kept yelling, "next," rushing me through my order. I tried to come prepared by looking at their website (on two seperate occasions), but both times the website was "under construction." As I was trying to make my selection, they continued to pull donuts from the shelves and adding new ones, making it almost impossible for me to even see what they had available. In the end, I ended up with three donuts I didn't even order in our half a dozen donuts we brought home, and my boyfriend didn't even get the ONE donut he attempted to order from the rude staff member. I have never been more...