Krispy Kreme — Restaurant in Maryland

I’ve had two very disappointing and frustrating experiences at this Krispy Kreme location both involving the same older woman employee who wears a mask. Her behavior is not only unprofessional, but it also shows clear signs of discrimination, especially against white customers.

First Visit:

When I first visited, there was no line at the counter, but many people were standing around waiting for their orders. I recognized most of them and knew who came in before and after me including a white man who, like me, was waiting but never received proper service. Despite being treated rudely, that man just quietly thanked the staff and left.

While I was waiting, the woman employee walked over to the man running the register and pointed directly at me. After that, the man began calling up and serving everyone in the store except me. I was the only light-skinned customer there and ended up being the last person served, even though several people who came in after me were helped first. That experience left a bad taste, but I tried to give them another chance.

Second Visit:

The second time, I placed an online order ahead of time because I had a trip planned. I arrived about 40 minutes after the ready time. There were just two people ahead of me when I entered. I politely asked the same woman if my order was ready, and she immediately snapped, “WAIT UNTIL YOUR TURN!” So I stood behind the two customers, expecting to be helped shortly but she didn’t serve anyone at all.

After a few minutes, I gently asked again just to confirm my online order was received. She suddenly started yelling, “I TOLD YOU TO WAIT YOUR TURN!” I explained that my order was placed over an hour ago. She replied, “If you want service, you need to wait,” with an aggressive tone. I said, “Please cancel my order then.” She responded, “Go, I don’t have your order,” and dismissed me completely.

At this point, it’s clear that this employee treats light-skinned or white customers differently than others. I don’t know what her personal issues are, but if she had a bad experience with someone in the past, it’s not an excuse to treat everyone else poorly. I personally don’t believe in judging anyone by skin color we’re all human, and my own father is Black.

It’s unacceptable for a business, especially one as well-known as Krispy Kreme, to allow this kind of discriminatory and disrespectful behavior. I hope corporate investigates this location and holds their staff accountable before more customers...

This location is going downhill. I have been a patron of this location since it opened and it used to be great. Since the pandemic service has gotten worse and now it is just abysmal. Twice now I have used the Krispy Kreme app to order donuts. The first time I ordered and paid for the Cinnamon Toast Crunch glazed dozen, I go to the store to pick up my order just to find out that they weren’t selling them. Why did no one at this store reach out to me to tell me this ahead of my pick up time? Then I asked for refund and they said they couldn’t without a specific manager so I’d have to come back the next day. That statement was ridiculous so I ended up leaving with other donuts that’s I really didn’t want but it’s not like I was going to travel back to this location the next day. The second time I order was yesterday. I placed an order around 10am for a 2:30pm pickup. I order a box of four apple fritters. I get to the store and the employee I dealt with didn’t even know the product. He tried to give me a box of four apple filled donuts and didn’t know what I was talking about when I explained why the order was wrong. Following this a manager comes to the front to find out what’s wrong, according to her they didn’t even see my order in the system when it came in that day. How?! I saw the ticket with my name and order information. The manager apologized and explained that they were completely out of apple fritters but said I could come back at 6am the next day if I wanted to instead of a refund. What is with these employees and thinking that their customers should have to travel back and forth multiple times to get the food they payed for? At this point I requested a refund and this time the manager was able to give it to me but now I have to wait 1-3 business days before I get my money back. After yesterdays problem I will not be ordering ahead at this location again and frankly I’m not sure I’ll be back at all. How hard is to establish standards of customer service and hold your employees to it? How hard is it to provide customers with the food they paid for? The higher ups at Krispy Kreme should consider sending someone in to fix the issues at this location before it’s get bad enough to drive off all of...

I made an online order at 3:40pm to pick up at 8:30pm for convenience.

When I arrived I told them my name and was told they didn’t have ANY of the donuts I ordered. I was extremely shocked and confused as I just saw a lady walk out with no less than 8 boxes of a dozen donuts each.

When I asked why I was allowed to order online if they were not going to prepare my order or be out of the donuts I ordered, I was given an explanation that didn’t make sense. As they had a rush (understandable) and weren’t able to update when they were out of donuts. However, I was still confused as their hot hours are 5-7pm, which my understanding means they had the donuts but neglected to make my order and then proceeded to allow me to arrive expecting my order put aside. Then I was told they are not making anymore donuts (understandable, it’s 830pm, why would you? This is why I ordered earlier when you were making donuts).

I wasn’t even offered a refund, I had to inquire for one as I was given a blank stare since they did not know what to do (reasonable since this was probably the persons first job and she was still polite). However, when the manager came out they didn’t say anything, no acknowledgment of their mistake (they had forgotten my order), then handed me a receipt of what I had ordered at 3:40pm but didn’t receive. No apology or nothing. I get that things are missed, I get that it gets busy, but acknowledge the mistake and apologize at least. No offering to make this situation correct, they didn’t seem to care that they forgot an order.

I don’t understand why there is an online ordering system if they’re just going to ignore it.

These donuts may be delicious, but I’ll never be ordering...