Takeaway firm is slammed over its £20 Valentine’s Day doughnut boxes that arrived ‘greasy and cold’

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Takeaway firm is slammed over its £20 Valentine’s Day doughnut boxes after customers were sent ‘inedible’ treats that arrived ‘greasy and stone cold’

  • Doughnut boxes from takeaway in Plymouth were put on offer for February 14 
  • Toria Mackay said she felt ‘ripped off’ after ordering box as gift for her boyfriend
  • Other customers who left reviews online were also left disappointed by product
  • Company has since apologised, saying it dismissed staff and offered full refunds

By Katie Weston For Mailonline

Published: | Updated:

A takeaway firm has been slammed over its £20 Valentine’s Day doughnut boxes after customers were sent ‘inedible’ treats that arrived ‘greasy and stone cold’.

The ‘Lovers Donut’ boxes from Fast & Fresh Hot Takeaway Food in Plymouth, Devon, were advertised on offer for February 14.

Toria Mackay said she felt ‘ripped off’ after ordering one of the boxes – which she described as ‘not very luxurious at all’ – as a Valentine’s and birthday gift for her boyfriend.

The company has since apologised, saying it has dismissed staff and offered full refunds to everybody affected.

Toria Mackay’s ‘Lovers Donut’ box from Fast & Fresh Hot Takeaway Food in Plymouth, Devon, which she ordered as a Valentine’s and birthday gift for her boyfriend

One of the company's doughnut boxes pictured in an advertisement online. Fast & Fresh Hot Takeaway Food said it has now rectified the situation and offered full refunds

One of the company’s doughnut boxes pictured in an advertisement online. Fast & Fresh Hot Takeaway Food said it has now rectified the situation and offered full refunds 

Toria said: ‘I bought a ‘dirty doughnuts box’ from the Fresh Food Hot Takeaway page [on Facebook] and it was terrible. Ruined Valentine’s Day.

‘I ordered the box at about 3.30pm for my boyfriend, Phil, for Valentine’s and his 30th birthday.

‘I wasn’t given an exact delivery time; they said it would be delivered between 5 and 9pm. It arrived at about 9.20pm and the doughnuts were really greasy, stone cold – not very luxurious at all.

‘They were £20 – but probably worth a fiver if that. I wanted to support a small, local business but I could have just gone to Domino’s for cookie dough and it would have been nicer.’

Fast & Fresh Hot Takeaway Food said it was disappointed by the quality of the doughnuts delivered and has now rectified the situation.

A spokesperson said: ‘I had to go away for a family emergency [on Valentine’s Day], but when I came back and saw the complaints I dealt with them and rectified the situation.

‘I’ve sacked the staff, I can’t believe what they served. It’s disgraceful. Every customer has been given a full refund.’

The ‘Lovers Donut Box’ consisted of four homemade ‘Nutella doughnuts’, four ‘smashed Oreo’ doughnuts, four ‘Biscoff doughnuts’ and four ‘Dairy Milk doughnuts’ and were only available for pre-ordered delivery.

Other customers also left complaints about the doughnut boxes (pictured above) online, with one saying they were left 'extremely disappointed'

Other customers also left complaints about the doughnut boxes (pictured above) online, with one saying they were left ‘extremely disappointed’

One of the 'Lovers Donut' boxes seen in a pictured posted to Facebook by another customer. It is understood that every customer who ordered the box will be refunded the full £20 price

One of the ‘Lovers Donut’ boxes seen in a pictured posted to Facebook by another customer. It is understood that every customer who ordered the box will be refunded the full £20 price

Customers said they were expecting delicious, warm doughnuts that looked like the picture on the business’s Facebook page, but were left disappointed by the end product.

Toria added: ‘I’m not normally one to complain, but that took the biscuit. I had to laugh. It was terrible.’

Another customer, who left a review on the company’s social media, said: ‘Disgusting, nothing like the advert.

‘Dripping in oil, worst donuts [I’ve] ever had. Want my money back’.

A third customer added: ‘Just received my donut box which I was really looking forward to.

Another customer, who left a review on the company's social media, said: 'Disgusting, nothing like the advert. Dripping in oil, worst donuts [I've] ever had. Want my money back'

Another customer, who left a review on the company’s social media, said: ‘Disgusting, nothing like the advert. Dripping in oil, worst donuts [I’ve] ever had. Want my money back’

‘Extremely disappointed – does not look at all like the photos advertised! Feel robbed of my £20.’

Fast & Fresh Hot Takeaway Food said it expanded its catering unit at the start of the first lockdown last year and has been expanding its menu throughout the year.

The spokesman added: ‘We’ve had good reviews for other products. We’re just trying to get by. It was a mistake and I’ve rectified it.’

It is understood that every customer who ordered ‘The Lovers Donut Box’ will be refunded the full £20 price, if they haven’t already.

The company spokesman said it had supported NHS workers throughout the pandemic, including a £500 donation of food and sweet treats for staff at Livewell Mount Gould Hospital.