Krispy Kreme — Restaurant in Georgia

UPDATED REVIEW....As noted in my previous review I have been here several times with varying experience since this location opened. Decided to stop on Friday, as my granddaughters wanted donuts. Ordered 3 assorted donuts on the app (cinnamon roll, lemon filled, and cake batter). Paid on the app, arrived at the store in a timely manner for the 8:06 pm pickup time shown in the app. The app says to go inside to pick up your order, but I stopped at the drive-thru window hoping I could get them that way since it was very cold outside. However the lady at the drive-thru said I needed to come inside, so I said ok, drive around to the front, go to the door.....locked. So I stand there knocking several times, and I see two young men inside looking at me as I look back at them while knocking on the door and window.....nothing! Then one of them starts to make driving motions, which I assume meant go thru the drive thru, where I just came from! I get back in the car, head back to the drive-thru window, and wait briefly, and nobody comes to the speaker, even after I said Hello? I heard the back door open, so I reversed my car to see 3 employees at the back door, one of whom was taking out the trash, so I loudly and irritatedly ask if I can get my order of 3 donuts, as someone told me to come inside and it's locked. One of the young ladies sitting at the back door, said she was the one who told me that but she didn't realize the door was locked. The other young lady got up, and I assume it was to get my donuts. When I drive around to the window, I'm told they don't have the donuts I ordered, so I requested a refund, as I have now wasted a lot of time with this 3 donut order. A man then came to the window and said the system had been down for at least a month (and I'm not sure what that meant), and my request for refund had to go through the corporate office, so I drove off, went home and requested my $7.77 refund, which I am now awaiting.

I have given this location numerous chances to "get it right", but there is always something, from being out of glazed donuts to receiving cold donuts when the Hot Light is on to having problems using coupons from the app, but I continue to give them another chance because they are so close to my residence, but no more. This experience totally infuriated me, not so much that they were out of donuts, but because these two men saw me knocking on the door and window and just turned their heads, even though I'm loudly saying I need to pick up my order. One of them could have at least walked to the door (without opening it) and said they were out of these donuts, and not had me go back through the drive-thru! Additionally, I use apps all the time. When an item is unavailable at McDonald's, it tells you on the app, so you can make another selection.

We will now go back to driving to the Ponce location....shameful! Consider better training and fix whatever issue needs to be fixed at...

I am writing to express my profound disappointment and frustration following a distressing experience at the Wesley Chapel Road location. I had placed an online order for donuts intended for a church event scheduled at 8:00 AM on June 14, 2025. The order was placed on June 10, 2025, with the intention of picking it up at 7:45 AM on the day of the event.

Upon arriving at the Krispy Kreme store, I was informed at the drive-thru that there was no record of my order. Despite presenting my receipt, I was asked to enter the store, where I was told that my order was not in the system because it was mistakenly scheduled for 7:45 PM. Furthermore, I was informed that the blueberry donuts I ordered were unavailable. After the order was finally prepared, I received only four boxes of donuts instead of the five I had paid for, which included a special offer of "Buy one box, get the next box for $9.99." The cashier failed to understand the discrepancy between the line items and the quantity ordered, and she refused to correct the error.

Pressed for time due to the impending event, I was then confronted by the manager, who incorrectly claimed that my card had been declined, despite my showing proof of payment. The situation escalated when the manager threatened to have me arrested if I took the donuts, despite my valid receipt. I felt profiled and disrespected, especially given the location's environment. As I left, a male manager approached my car in a threatening manner, further exacerbating the situation by calling my cell phone to continue the argument.

After the event, I attempted to resolve the issue by contacting the store, only to be interrupted and disrespected once more by the same manager. It was only upon returning home that I discovered an email from Krispy Kreme, sent at 7:45 AM, acknowledging an error with the online ordering system and indicating a pending refund. This crucial information was never communicated to me by the store's staff.

As a former business owner, I am appalled by the lack of professionalism and the apparent racial profiling exhibited by the staff.

This experience was not only a personal nightmare but also an unacceptable breach of customer service standards. I urge Krispy Kreme to address this issue by retraining or replacing the management at this location to prevent future incidents. Thank you for your attention to this matter. I look forward to your prompt response...

I’m leaving a review to express how truly disappointed I I am with the way that this krispy kreme handled the order that I placed on January 8 around 230pm. I had planned a donut themed party for my daughter‘s birthday And ordered over three dozen donuts (specialty ones included), which brought the total to over $75. I went to pick up the order, provided my name and was told that the order wasn’t there when I asked why not I was told that it must’ve been picked up by somebody else. I couldn’t believe that they were telling me that they just gave my order away to somebody else, but even more concerning was that they told me nothing could be done to resolve it. As in they were not going to remake the order Or issue a refund. So I was left standing there, embarrassed while they moved on to the next customer. How was I supposed to go back home with no donuts to a four year-old girls donut party? I Knew that I was splurging on donuts already but now I didn’t have enough to change the theme of her party. I called the number to the store and selected the option to report a concern. The protocol was to leave a voice message with the concern and then they would reach out to me to discuss. I was never contacted. And when I went online to see if I could find any other resource to get my money back only to find that they had deleted that order as if it had never been placed. I have never experienced anything quite this awful and I would NOT recommend this Krispy Kreme to anyone. They don’t care about you at all. Drive the extra miles and go to another location. I called back to the same location a few days later to get more information on what was going to happen with my order and the lady on the phone proceeded with any information regarding the situation because she was protecting the identity of the staff. I told her that I had the order number and any information that she needed to confirm that I was the customer. She then hung up on me and then would not take my calls when I called back. I’m just at the end of my room. I really just want my money back at this point, but all of this extra negligence...