Sandra’s Bakery

Can’t get enough!!! Fresh and tasty, no matter what time of day! Staff is friendly and prices are great!

This was my first time going to Sandras. Let me start by saying that I have had their Donuts many times, but they have always been brought to us by family that lives closer. The Donuts themselves are Amazing and my family’s favorite. Knowing that they are a popular place, and very busy I pre-​ordered 5 dozen Donuts 24 hours in advance. We live 40 minutes away, so the plan was to get a lot and freeze part of the order. I had placed the order to be picked up between 11&12, and I received a phone call at 10:50 (when I was already on my 40 min trek in the pouring rain) to let me know they hadn’t even cut the Donuts yet and they wouldn’t be ready until 12. I decided to continue on, as I had never physically been there, and that I would just wait for the order.
As I turned the corner to the bakery, the whole block smelled of freshly baked goodness. My mouth instantly began to water. Unfortunately, this was where the fun stopped. I went in at 11:45 to go ahead and pay for my order and to pick out a dozen of assorted Donuts from the case for other people. When I went in the ladies there gave me a «Deer in Headlights» look and immediately started making excuses. They let me know that they hadn’t even begun to fry my 5 dozen Donuts and that the dough itself wasn’t all the way proofed. I got a «Sorry» and was told they had been very busy not just with pre-​orders but also with large walk in orders. I expressed a little bit of displeasure since I had purposely ordered ahead of time and my order should have been spoken for. One ladies response was…“Well not everyone here does it the way it should be and looks to make sure pre-​orders are filled like I do”. I responded with instead of calling me and letting me know that my order wasn’t ready, those people that didn’t have the foresight to call ahead should have been told they were out, or to. come back later. I also informed them that I had traveled 40 minutes for an order, and a different lady responded with «They have bakeries up there, don’t they?»…and also upon hearing that I was going to freeze part of the order she implies that I could have just come next week to get my order.
This entire experience was absolutely absurd! No… I couldn’t come next week… I ordered them for TODAY…24HRS IN ADVANCE!!! What did I get for all of this trouble… Nothing but an I’m sorry. Not a discount… not a free dozen… not even a free dozen card for my next visit. Having been in the restaurant industry for 18 years… u understand that things happen. But this was downright poor customer service, and not the way a customer should be treated. I don’t expect things for free… but when you drop the ball this bad… you should go out of your way to remedy the situation. Sandra… as someone who has met you, and once took extremely great care of you and your husband at a very nice seafood restaurant in Cary… just because that’s how you treat guests who travel long distances and because you were out for a nice dinner and owned my favorite donut shop. I am disappointed in the level of customer service that your bakery showed me, and hope that I am not in the norm. I think I will take your employees advice and fighting started a bakery closer to home, since obviously Sandras doesn’t care about my business!