Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 1/28/2025 for delivery by 4pm and was unable to acquire two lattes, totalling $9.98. I paid via gift card. They were refunded, but, seriously, I am hardly ever near a Krispy Kreme and this is really looking unfruitful. The delivery was from a location in **********. This past Saturday, 1/25/25 I had tried acquiring a latte at location in ******, ** and was unable to for a very similar reason, the machine was down or something like that. The gift card balance I was using that particular day I gave to my sister. I doubt she'll use it either. ... I also have a gift card balance that I acquired several months ago I didn't want to use Saturday because it just makes the checkout too complicated, especially when you end up with an employee who isn't particularly seasoned, and the website doesn't accept multiple gift cards.I would really like these gift card balances to be refunded in cash, if possible. **************** $03.81 **************** $10.84 **************** $02.90

  Business response

  01/29/2025

  We apologized to this guest and sent him a refund through an Mastercard E-Gift Card for $15.00. Please verify with this guest and close this case.

  Customer response

  01/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. :)

• Initial Complaint

  01/25/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  One year ago I took my nephew to Krispy Kreme and the man working there was very rude so I tried speaking with a manager. I took my nephew to the car and when I went back inside there was a woman telling the manager he wasnt rude which isnt true and also was none of her concern especially since she didnt see the full incident. The manager in turn started being rude as well so I tried calling the store just for the same manager to argue with me over the phone after I said she was unprofessional and shouldve worked to de escalate the situation and when I asked for the corporate number she refused to tell me. I finally called headquarters to resolve the issue which was the rude workers as well as not even being able to eat my food after that only to have the representative be rude and laughing at me for making my frustration worse. I called again and spoke with a different agent just asking for my $11 refund but was told I would receive a free box of a dozen donuts which was also acceptable but I assured them I would never want anything to do with their company again because of this. After going in circles and having multiple horrible encounters with this company for a year I still never received my refund or my dozen donuts. I wouldve settled for either even though originally I just wanted the issue resolved.

  Business response

  01/25/2025

  Guest has been emailed and apologized for the inconvenience. We are offering the guest 2 Assorted Dozen for Customer Satisfaction. Please verify and close this case

• Initial Complaint

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1/22 online order was cancelled. Gift card used was not refunded. Phone support is useless. Guy has no idea how to help. Can't get ahold of anybody else.Order #*****************

  Business response

  01/23/2025

  Guest has been emailed an apology and refunded his $25.00 dollars. Please verify with guest and close this case as resolved.

  Copy of Refund has been attached.

   

  Customer response

  01/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went through the drive thru of Krispy kreme January 6 around the 4 ******* hour. Order 1 dozen assorted doughnuts, paid and left. Got home to eat some tasty treats and the doughnuts were hard, old or not soft to the touch. I immediately looked up the number in ****** and called. For 10 minutes, I called No one answered. I called the next day still no answer. I reached out to customer care with my concern. She was very understanding and issued me a voucher. I told her that i really wanted to do a refund and could i take my doughnuts back for one and she told me to do so. By the 9th I made a trip to the doughnut shop with the full order to speak with someone about my concern and a refund. Spoke with ***** and he told me I couldn't get a refund cause, it has been 2 days! When I explained that i stayed far and i called for 2 days with no answer, he then said, "it would make the register short". I told him, "I don't understand", so he got his supervisor ******** and she told me they couldn't do a refund. When I started to explain how I was inconvenienced with going home with some hard doughnuts (some were not as hard as other) and trying to call them, but no answer for 2 days (she was listening and nodding her head in understanding, which is proper to do when a customer has a complaint) ***** started raising his voice and said, "Well, were not going to go back and forth and get into it!" ******** had to put her hand up to his chest to calm him down!! By me being a woman of 54yrs I felt disrespected and hurt, my hands were shaking because I did know what was next. I told him that I was a paying customer that got a order that was not good and I called the same day and days after but no answer and made a trip all the way back here with the full order and receipt, and for some reason, IM WRONG! After getting nervous I left and left the full order with them. I'm hurt cause I feel like I did everything right but some how I was wrong. BBB PLEASE HELP me receive a refund

  Business response

  01/21/2025

  Apologized to the guest and sent an E Gift Card for $20.00 for her refund. Please verify with Guest and close case.

  Customer response

  01/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  01/14/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  To whom it may concern, On January 14, 2025 I ordered x1 Pop-tarts Dozen and x1 ******************* (order number # *****************) from an online order. The location is ********************************************. I got a notification of a picture of my order and it was only one box of donuts which was the Classic asst. ****** Very disappointed. I called the store twice, the first time I called a male employee and he helped me and told me to come to the store and pick it up and apologized. The second time I called it was a female employee named, August, I asked her if it was possible to get my donuts that was missing delivered. She told me, No? we dont do that here with an attitude. I then asked, why we paid for someone to delivered our order. She then patronizes me on the phone saying Uhh this isnt ********* we dont do that here urgh. I then asked her what her name was and she disregarded what I asked and said, I wont even be here by the time you come here. I once again asked her what her name was and she said August.I enjoy coming to my local Krispy Kreme however, first the donuts were missing and your employee exhibits unprofessional behavior. I am very disappointed with this incomplete order and poor customer service. I request a resolution.

  Business response

  01/14/2025

  Guest has been refunded all her money back for the inconvenience. Please verfiy with guest and close case.

• Initial Complaint

  01/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is for Krispy Kreme *************************************************************** I have never been so humiliated before in my life! I went thru the drive thru to this location to use a free dozen coupon that I received from corporate in December 2024 that is valid thru June 2025. I received the coupon because of a complaint I filed when I previously had an issue at this same location. I presented the coupon to the cashier and he stated that it did not work so he needed to get a manager. Manager ****** came to the window and asked was this a call center coupon. I did not understand what he was talking about so I told him no because this came from corporate thru email from an online submission. He scanned it and stated that it did not take. I advised him that the cashier had previously scanned it. ****** kept trying to scan it and stated that it wouldnt work because it had already been used. I explained to him that it had not been used. I had never been back to Krispy Kreme since I had an issue. He told me that he does not appreciate me lieing to his face about using it. I was baffled and could not believe my ears. I asked him if he was calling me a liar and he boldly stated yes. He went on and on from there and just kept calling me a liar. I asked for his name and he gladly gave me his first and last name ****** ******* the general manager. I told him that he will be hearing about this again. ****** is a very rude and nasty individual. The way he acted lets me know that this is not his first rodeo being rude and nasty to customers. This is unacceptable. My kids witnessed a grown man and nasty individual call their mother a liar. That is very sickening and I pray no other person has to deal with him. The public should not have to deal with someone like this. I will also be reaching out to corporate office.

  Business response

  01/14/2025

  I emailed and apologized for the inconvenience. I forwarded her information over to the District Manager to contact her. Please verify with guest and close account.

  Customer response

  01/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I will be waiting to hear from ********. Thanks!

• Initial Complaint

  01/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received an email from Krispy Kreme to my registered email address on 12/30/2024 for two dozen donuts for $20.25 with $0 Delivery, for which I still have the email to show. The ad stated this offer would only be valid thru Wednesday 1/1 prompting me to go ahead and order it that day for delivery around 5:15pm when the kids were expected to arrive. Around 5:12pm I received notification the delivery driver (*******) was approaching and would leave the order in 'a safe place'. To avoid any confusion I had my son get to the door to retrieve the order, where he had just missed the driver who ultimately sat the bag in front of the door and snapped the picture of exactly what my son immediately came and showed me which was a bag containing only one dozen. Furthermore, I have the photo where it can be clearly seen there is only one box so that is/should not even be an issue of debate. I immediately made contact with the driver to let them know there was a box missing and provided verification via my receipt of what the order was supposed to include and what I paid. Furthermore, Krispy Kreme is well aware of their own offer/promo they had put out, which should have resulted in their cooperation with resolving this matter. Yet, the driver claimed to have gone back to the location and instead ended up having a quarrel with them and ultimately never received the other half of my order. This same type of shady activity has occurred not once but twice within a short period from this location, which lends one to believe now that it's an intentional plot to have people order & pay for their advertised promotion for them to just ultimately end up shorting them. Then even more disgracefully suspicious is I've been calling and emailing them for the past two days regarding this situation, yet no one is answering the phone on location nor responding to the email. This sort of deliberate scheming that it appears this company is engaging in & carrying out needs to be stopped.

  Business response

  01/03/2025

  Guest was apologized for the inconvenience and refund her money back. Please verify this with guest and close case.

  Proof of refund attached.

• Initial Complaint

  12/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Bought 3 $25 gift cards from *******, went to Krispy Crme on **************** in ******** ** to redeem them. Got 4 dozen assorted, 10ct dots, and a lemon donut. Total was $78.78, when I presented my e-gift cards to the cashier ******* at the window she said I could only use them for plain glazed. I said no, these are gift cards and they have an e gift card number on there she can type in. Another lady stepped in and snatched the paper out of Desirees hand and said she needed to enter these manually and goes to type it in and said Nope, Im not taking these and came back to the window and said the system was down handed me my paper and walked away. ******* said the system has been down and they arent taking any gift cards and pointed to an old crusty sign on the window. I didnt appreciate the attitude, I didnt appreciate the fact that they didnt let us know that until we got to the window (after waiting 15min in the drive thru line), and I dont really believe it was true. It really seemed to me like she was too lazy to type in the 3 numbers on the screen and forced me to use my credit card when I have 3 perfectly good e gift cards to use. For resolution, I want my card refunded the $75 that would have been used on the following e gift cards :1. 6310 7240 5486 9651 2. 6310 7240 5489 5313 3. 6310 7240 5482 4291 Transaction was today 12/14/24 at 7:16am and the receipt is included below.

  Customer response

  12/24/2024

  I have not heard from the business in response to my complaint.

  
  

  Business response

  01/06/2025

  We have emailed the guest and apologized for the inconvenience. Our Systems were down due to Cyber Attack for the whole month of December. We are not able to refund her due to purchasing her E-Gift cards through a 3rd party Vendor. She will need to contact *******. We did offer her 3 Free Dozen for Customer Satisfaction.

  Customer response

  01/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  12/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 11th, around 8:30 PM I arrived the shop at ************************************, and presented the "3 FREE Original Glazed Doughnuts" birthday offer in order to redeem it. After the employee prepared the doughnuts, I proceeded to the checkout. However, I was informed that due to a technical issue with the computer system, the offer could not be processed.I asked to speak with the manager and explained that I had traveled a long distance and requested that she honor the offer manually. I politely asked her to provide me with the three doughnuts as advertised. Unfortunately, she responded with cold indifference and loudly rejected my request. Even though other staff members suggested methods to process it manually on the computer, the manager insisted on not to proceed it. To my shock, she proceeded to take the doughnuts away and discarded them in front of me, with a mocking look, all while other customers were watching.This was the most unpleasant and humiliating experience I have ever had at Krispy Kreme. Not only was I treated with disrespect, but also an unnecessary food wastage. Such behavior is completely unacceptable and reflects poorly on the reputation of your ******* hope you will take this matter seriously and take the necessary steps to ensure that no other customer has to go through such a degrading experience. I look forward to your prompt response and a resolution to this issue.Thank you for your attention to this matter.

  Business response

  01/06/2025

  Guest was emailed and apologized for the inconvenience due to our system being down for the whole month of December due to Cyberactivity. Guest was emailed 2 Free Dozen of Assorted Dozen that was added to his Reward Account for Customer Satisfaction. Please verify and close case. Thanks

• Initial Complaint

  12/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ordering online has been unavailable for days if not longer. I think this is ALL locations although the *********** ******* location is full of bad bad nasty rude mean attitudes and it is tiresome. I just want to order online and come to the pickup window so I don't have to go inside and put up with these attitudes anymore. I'm a nice person. I don't ask for this hatefulness. They need to fix their online ordering system!

  Business response

  12/09/2024

  Apologized to guest for the inconvenience caused and sent guest a link to sign up for 1 Free Assorted Dozen. Please verify with guest so we can close this complaint out.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩