The donuts themselves were amazing. The personal customer service from the ladies at the counter was good. The process was a DISASTER. I pre-ordered a dozen donuts the day before for an 8AM pickup on a Saturday morning. I found myself waiting in line behind 15 other customers instead of having a seperate pick-up line. There were three people working, including the owner who was doing a majority of the cooking, however, he would often pull one of the two sales counter ladies to come back and get donuts or help him frost, leaving one lady there with 20+ people in line. I walked in at 8:01 and walked out at 8:33. For someone who pre-ordered, that is absolutely unacceptable. My pre-order consisted of my name and order on a box that still had to be filled by one of the employees. And that had to wait for 5 minutes to finish making the last four of the dozen. Again, the donuts were amazing and the attitude of the girls at the counter was good, but the process itself was extremely unorganized and terrible. That's what caused a 3-star rating.