Krispy Kreme Fountain Gate — Restaurant in Melbourne

I had to come back and lower my rating from a 4.5 (in 2017) to 1 (in 2024). Very similar to a lot of comments about the new management taking over and the 'service' component is gone from what once was an ace and stellar in customer service retail business. My recent trip to Krispy Creme FG with all my family was to enjoy the new menu and witness the robotic automation novelty that my kids would enjoy. All jolly until we reached the ordering kiosk only to be confronted with a disgruntled female server (probably the only one in the lot with a frowning face) and couldn't be bothered to greet let alone strike a smiling and welcoming face.

I appreciate it could be a long shift but none of us did anything to deserve such 'welcome'. To make it worse the order was just a formality to move on to the next customer and unlike others we weren't offered the free samplers. When I asked why and if there were certain 'elligibility' criteria to score them, she said Ok with the worst possible grin and a bestowing attitude that was very dismissive. We should have left the store then but I thought of flagging it with the store manager. My gesture of first hand customer-feedback went in vain as the store manager was in her own zone with not wanting to see any human species at that time of the day.

With utmost curiousity and itching to figure out what did I or my family do wrong, I explained the experienced I had with the employee to the store managers and her stone cold reaction of saying 'OK' compelled me to spend the time to gift a piece of digital content to the internet. No compassion, no empathy, no customer centricity whatsoever.

Could be just one disgruntled, exhausted, frustrated employee but the store managers carefree behaviour instigated the tone of voice for the rest of employees. Well done Krispy Creme! Hope you get a new...

Krispy Kreme claims that when the Hot Light is ON that means they are making fresh, hot doughnuts in store and If you visit them while the Hot Light is lit up, we can receive one free Original Glazed doughnut per person.

Doubtlessly it’s a beacon of hope for doughnut enthusiasts, signaling freshly baked treats. The promise of a free Original Glazed doughnut when the Hot Light is on is enticing.

However when we visited Krispy Kreme (Fountain Gate) drive through last night on 3rd April 2024 and asked for free donut samples. The girl taking order for drive through advised that policy has changed and that we need to make a purchase to get free sample donuts and said that the policy changed a couple of weeks ago.

Her rude tone and refusal to explain the policy change was really very disappointing. Customers deserve respectful communication, specially when questioning changes.

I told her that the policy is in front of me and it no where says that we have to make a purchase to be able to get free samples and even showed on the window, she called another employee to deal with us since she was losing her temper.

He also said its mentioned on our website but nowhere could he find or show, finally brought a text message from one of his team members / managers (who never showed up even when asked) saying that the policy has changed and we need to make a purchase.

I told him that the text message provided isn’t an official policy document. Transparency and clarity are essential for good customer service.

I truly believe that consistency and respectful communication are crucial for maintaining customer trust. I have rechecked and policy on website still no where says that we have to make a purchase to claim a free sample. Hopefully, Krispy Kreme takes feedback seriously and ensures that their policies align with customer...

Never had a complaint about Krispy Kreme until today.

Drive-thru staff attitude was pathetic to say the least.

Went through the drive-thru around 8:15PM while the light was on and the person doing drive-thru was just a -10/10. Took our order and didn't bother to ask if we wanted hot donuts considering the light was on. When I pulled up to the window I saw him packing cold ones off a tray and was confused because when the light is on, previously, I've never had to request fresh donuts?? It's been common sense or I've been asked. When I asked him for hot ones he said "next time, make sure you say that at the order box" ... to which my response was I've literally never had to request it before but sure.

Unsure if he was having a bad day or just has not been adequately trained, but if I ever go back to him serving I will not be ordering.

Also not sure but would it not be common sense to think: we're making fresh donuts, so it would only be right to be giving people hot donuts??

By far one of the most pathetic interactions I've ever had in...