Duck Donuts — Restaurant in Virginia Beach

UPDATE: The owner of the company contacted me with genuine concern. I believe that he cared, and took action. It didn't change the experience, but at least it shows that they care.

I am not in the habit of complaining, as no one wants to be thought of as the male version of the “Karen meme”, but my experience today with the Duck Donuts at 3030 Virginia Beach Blvd was beyond anything I could just “let slide”.

I want to be 100% crystal clear….I do NOT want a refund….I do NOT want free donuts….I do not want anything. This should be a learning experience for the store, and the owners. The way to “make it right”, is to simply solve the problem(s).

I placed an online order on 7/29/2020 at 9:30am for pickup at 12:15pm. It was for a birthday party at work, and not wanting everyone to have to reach into communal boxes during the time of COVID-19, I placed the order as “36 single donuts”. I want to be clear here….instead of ordering 3 dozen, and paying $14 per dozen, I ordered 36 donuts, at $1.60 each ($19.20 per dozen). I ordered this way, trying to be respectful of their cost of doing business, and knowing that there would be extra costs involved in “individually packaging” 36 donuts.

I received a call at 11:30 from the shift supervisor (who’s name escapes me) to inform me, in a VERY confrontational tone, that there is “no way he can package each donut separately, as the cost of doing so, would be more than they would make on the donut. I pointed out to him, that I had paid the “individual price” of $1.60 each, and therefore it would be no different than 36 customers coming into the store throughout the day, and ordering a single donut. He stated that he did not understand my logic, and would have to charge me an additional 10 cents for each box. I explained the math to him again, and he stated that he still didn’t understand my logic, but would do it anyway, and said that he would not do it again in the future as is was “breaking policy” and he would “get in trouble”. I enjoyed being made to feel like he was “doing me a favor” for something I had CLEARLY already PAID FOR. I ended the call by asking, “will these still be ready by 12:15?” and he stated, “Yes, we will have them ready for you”.

I arrived at the location at 12:15 sharp. Two gentlemen behind the counter, one in a yellow shirt, one in a red shirt. I said to them both, “I’m here to pick up an order for XXXX XXXX”. “Red Shirt” said, (with attitude) “it’s not ready yet, we still have more to do”. For the next 15 minutes, I watched them slam things around to complete the order. “Yellow shirt” accidentally dropped a donut, which caused him to throw a little temper tantrum. He picked it up, and slammed it into the trash with all his strength. (By the way, someone should tell him that his mask should be covering his mouth AND nose….not just his mouth).

When they had completed the order, “Red Shirt” said to me from across the room…”ok we’re done”. I walked to the counter and asked, “Do you have any bags or boxes?”, and he said, “no, we don’t have bags right now.” Which begs the question….when we talked on the phone, and he knew I was coming to pick up THIRTY-SIX BOXES….why didn’t he suggest I bring something to carry them in? At that point, Red Shirt and Yellow Shirt watched me take five trips to and from my car, to load up the boxes. No, “thank you” no offer to help….nothing.

Correct me if I am wrong, but if you are hired to do a job, shouldn’t you at least TRY to do it well? I get annoyed at work sometimes, but I get through it, and I do what needs to be done, because that’s what I’m paid to do. These two people are doing Duck Donuts no favors, and likely costing you MANY customers with their attitudes.

Again….I am looking for NOTHING in the form of compensation…..just fix this problem, for the sake of the next customer who wants to protect themselves and their co-workers from a...

I come here, order 3 donuts, 1 of which is plain and I pull around to the window were I sit for 12-15 minutes without being acknowledged, this is not an exaggeration.

I’m the only person in the drive thru. Perhaps they are super slammed inside, but they did not appear to be. Finally a woman comes to the window “that will be $8.30” .

I ask if the donuts are even ready and she says no because they had to make more of their mix.

Waiting in line is not a big deal, but waiting in line with a crying baby thinking it will only be a couple of minutes is a whole other issue.

It’s frustrating no one thought to say when I ordered “just so you know sir we are out of our mix and it will take about 10 minutes to make, is that okay”?

Or even a “hey, just so you know we are making the mix, I don’t want you to think I’m ignoring you”.

I worked for 10 years in the restaurant industry, some of that fast food, so I’m pretty gracious. I just couldn’t believe the level of obliviousness. Horrible customer service and zero understanding as to why I would be frustrated.

My wife called because of how irritating it was and the person who picked up said “I’ll say something to someone higher up, thanks”.

What a joke, I go to duck donuts probably twice a year so it’s not the end of the world, but don’t ignore someone at the window, acknowledge them, let them know what’s up and say “we will be with you in a minute” it made me enraged the donuts were not even ready after 12-15 minutes just sitting at the window (looked...

This is the first time we tried the bagel sandwiches from Duck Donuts, we are originally from NC. The sandwiches and our drinks were fine. The girl that gave us our drinks was very sweet. I would have given a better review but the young woman that took our order and made our food was the one that dragged this review down.

She had a bad attitude from the start of taking our order and kept saying “is that it?” In the middle of our drive thru ordering and she seemed more irritated as we ordered for 3 people. Then when we said thank you, she did not respond. So we had to repeat “thank you!” And she responded back, still with an attitude “you’re welcome”. She eventually gave us our food and in the meantime we were looking at her to make sure she would not mess with it. Initially she gave us our food and rushed us off, slamming the drive thru window in our face. We called her back to the window and we said that she needed to work on her behavior, she expressed discomfort with us staring at her and that she didn’t hear the “thank you” at first and we explained her attitude is what made us distrustful of her fixing our food. She was consistent with the attitude but did apologize.

Whoever the manager is of this particular store needs to talk to this young woman. Clearly she is getting other complaints based on the...