Jack's Donuts of Westfield — Restaurant in Westfield

I placed an order for 4 dozen donuts for work.

I walked to the case and specifically stated do mostly iced from this case and a few glazed from this case. I also specifically asked for some of the fluff filled as well (we got one of those out of 48.)

Next day I picked the donuts and got to work and the order was about 70% glazed and 30% iced.

The staff still loved them.

I did call the store and asked if there had been a mix up and it was explained that I should have been very specific about my order. I informed that I was and the young lady even repeated what I said.

The lady offered to refill the order correctly, but I informed that I was 30 minutes away at work and by the time I traveled back, etc, it would be too late, plus, the staff was already consuming the donuts and you only need so many.

The lady then asked what I wanted her to do. I said I didn't know and she asked if I wanted a refund. I stated that a partial refund would be fine, I didn't need a full refund. I gave her the last 4 digits of my card number as requested. She said that they would do a full refund. I was in mid sentence stating "I really don't need a full refund, a partial is fine." and she hung up on me mid-sentence.

I emailed the corporate office because, while I understand mistakes are made and we are all human, I thought to hang up on me was a bit rude. I made a Yelp review, that was complimentary of the donuts, but was put out by the rudeness of the employee. That is what Yelp is for....to review businesses.

I received the following email from the owner, Nichole Patton.

Hello;

I received an email to contact you regarding the donuts Cathy packed up this morning? I'm not sure what else we need to discuss as we've read the yelp review and been on twitter. Unless you are 500% specific with exactly what you would like for a wow factor because our iced rolls are larger than most other items we can't nail an order that says iced and glazed variety. A full refund has been issued. If we could read minds I promise we would get it right. My only suggestion is be very specific in saying you want 3 dozen iced rolls/sticks and 1 dozen glaze or no glaze. We make every thing from scratch every single day...people aren't always 100% but as a customer neither are they always kind. I'm not saying you aren't I'm just saying...we are human and life sometimes gets to people and we are going to have moments. I always tell our staff we have the under advantage to a fast food or pizza chain because 1 time something isn't right at our store social media blows up, but the 10th time your drive thru order is wrong, nothing much gets said.... I am happy to hear you were offered to return to get what you wish, and since that wasn't an option, a full refund seems like a nice compromise for something that at that moment in time our employee couldn't fix. The only thing I can hope is the next time we nail your order for it's wow factor you were hoping for. What we hope when an order goes out the doors is donuts are fresh and taste great...hearing about the wow to us is a bonus.

Thanks for all the feedback today on how we can improve! Cheers to a great night sir.

Thanks

If the owner would have taken the briefest moment to contact me and ask about the issue OR to read the review. She might have noticed that the crux of the issue was not the order mix up. It was the way the employee handled it.

However, since I doubt most consumers can be more specific than I was (I feel that I was 100% specific by literally walking to the case and pointing + having my order repeated back to me) if you need 500% specificity, there may be some training issues.

The owner of this location is sorely lacking any customer service skills and it shows with her staff with how to...

The gal working the store this morning, 7/4/24, (red dyed hair gal) took a phone call & it was a customer calling to see if the store was open. After she hung up the phone, she announced to everyone in the store (at least 8 of us) “Why would I answer the phone if we weren’t open…? Like, what, you think I just come on my day off for the enjoyment of it…[with a heavily sarcastic undertone.] Obviously we’re open..”

I thought it was the rudest thing ever…to openly voice how you basically felt this customer on the phone was stupid, to a store full of other customers to hear. It was INCREDIBLY unprofessional. And this women had to for-sure be late 20s to mid 30s…definitely old enough to know that’s not how you act in a place of business, in front of your customers. You could feel how uncomfortable everyone was. I had almost called myself to make sure they were open. Thanks for letting me know you would’ve thought I was stupid if I did…

There were a few other moments she expressed that she was ready to go. I get it, it’s the holiday, you’re busy, but we’re your customers…please don’t let us know how unhappy you are to be there & serving us.

Oh! Not to mention every time someone would point & tell her what kind of donut(s) they wanted, she couldn’t resist correcting them. For example, this guys pointed to a Tiger Tail & said “I’ll take one of the chocolate & vanilla twisted ones,” and she’d go “you mean a Tiger Tail?” Yes lady, he obviously means a Tiger Tail. You know what he’s talking about. She proceeded to do this several times with almost every customer. Like, are you okay? Why do you enjoy making people feel dumb? Does it truly make you feel better..? Sorry we’re not all Donut professionals. When it was time to check out, I asked for a printed receipt & she walked away before it printed off. I had to reach over the counter & grab it myself. Just all around unprofessional service. Get back to the basics with customer service training, and stop making your customers feel like a burden. Us coming in is what keeps the store open & that, in turn, keeps...

January 25, 2018 around 8:30 a.m. I went to Jack's Donuts on ( 17423 Carey Rd Suite B, Westfield, IN 46074 ) to buy donuts for Jack's birthday Sale "$0.61" for donuts ! They opened at 5:00 a.m. for the event when i went there were alot of people. I ordered 1 dozen of glazed croissants, and they look horrible some of them were OVER GLAZED TO THE MAX, and some of the donuts were falling apart. First off I did not experience GOOD CUSTOMER SERVICE the lady that was helping me had an attitude, also she did not do good with the presentation i had dried up glaze splatted on the outside of my box because they were put in there any kind of way. It looked like the more i asked a question or requested NOT to put 1 dozen donuts in INDIVIDUAL bags the more sour the lady's face was. This sort of behavior is unacceptable on so many level even when or if you are busy, if a customer pays "$0.61" for a donut they should not get "$0.01" service.Also i hate to bring color into the mix but with a franchise like this you will have people of different skin tones and colors buy your products "NEVER BE COLOR STRUCK!" Its too much going on in this World for that! I was Also going to get 1 dozen for some people that never had these donuts before but the presentation and the way the donuts were prepared are not acceptable ! Please Do Better (Westfield Location I was Rooting for YOU) I normally go to the Location in Carmel but decided to go here. Very important message to people "If you are paying for service expect what you paid for and nothing...