I've been a dedicated customer for the last 2 years, consistently going out of my way to pick up donuts here for my teams. Even putting that aside, I always expect some level of customer service, even if it is a donut place.
I called this morning to order 2 doz donuts assorted for pickup in 15 minutes. I got there in 20. There was a guy in front of me who was ordering a few donuts and there were a few boxes on the counter, which I expected to be mine. Once the guy left, I told the lady I was here to pick up the 2 doz I called in for. She gave me a quizzical look and got annoyed - "But YOU LATE! YOU 30 MIN LATE! I ALREADY SOLD YOUR DONUTS TO SOMEONE ELSE!" I said, "i'm not that late... maybe a few minutes late, and maybe you should ask for people's names so you don't sell the donuts to someone else."
Anyhow, so I asked her if she had enough donuts for 2 doz. She started putting them in a box. I then asked her for napkins, and she said, "you get them yourself!" I said, "excuse me?" since she has always given me napkins in a bag.... and she said again, "you get them yourself! next to coffee!!!" While paying her, I started taking the napkins out of the bin next to me where she got even more upset, "TOO MUCH!!! YOU STOP!!!" and I said, "well, I do have to feed 20 people and I'm buying 2 doz donuts" and she said, "TOO MUCH! ENOUGH!!!"
I was absolutely blown away at this experience this morning. Customer service is important, no matter what industry, especially for your best customers. I don't care if she makes the best chocolate whatever, I'm NEVER going back and will NOT be recommending this shop to anyone again.