Krispy Kreme — Restaurant in Omaha

This was such a baffling and displeasing visit to Krispy Kreme. My teenagers love Krispy Kreme, so we frequently go to the location on 72nd but decided to try the location on 120th today and that was my first mistake. I placed an order at 10am for pickup at 11:30am, ordering 2 dozen assorted donuts. My teens and I arrive around 11:15 and check the pickup order shelves but they are empty. There are no other customers in line at this point, so an elderly man behind the counter asks us if he can help us and we explain we have an order for pickup. I let him know I didn't see the order on the shelf, but we are a bit early, and it might not be ready yet. He asks for the name on the order and then turns around and starts looking through the receipts at the printer. I assume he is looking for my order, my second mistake. During this time, more customers arrive in line behind me. When the man turns around, he tells me my order is not ready yet and then proceeds to help the next 3 customers in line behind me. None of these customers had pickup orders so he was taking their orders, preparing them and cashing them out all while I am still waiting for someone to start preparing my pickup order. At the point I start losing my patience, since I not only arrived well before these customers but also placed my order over an hour ago. I notice him working on a pickup order and think he is finally working on my order, my third mistake. When he finishes the order, he looks directly at me, tells me it's not for me, and tells me I still need to wait for my order before walking around me and offering this order to a man in line behind me who responds that he doesn't have a pickup order, and he hasn't been helped yet. The elderly man then places this other pickup order on the shelf behind me and proceeds to help 2 more customers in line behind me before turning back to me and asking for the name on my order a second time. At this point we have been waiting for 15 minutes, and it is now 11:30am which is the time I should have been able to retrieve my order. This is when he finally starts preparing our order. The whole experience was completely absurd. There was no reason to make us wait. It wasn't busy and there were no other customers in line behind us when we first arrived. Even if there were other customers, I was in line first and had already placed my order. There was also no reason for him to help 5 other customers that came in AFTER us and prepare a pickup order for someone that was not even there yet prior to working on mine when I was in the lobby waiting for it. I will not be returning to this location, and I will be letting everyone I know about this incident. I strongly advise anyone and everyone to avoid this location and go to the location on 72nd if you want to have a great customer...

What a Disappointment! Very Poor Experience!

I've been a long-time fan of Krispy Kreme, and the experience of getting donuts on Sunday mornings has been a time-honored tradition in my family for the last decade.

However, my recent visit to 2715 S 120th St, Omaha, NE 68144 was memorable in all the wrong ways, to the extent that I'm taking time to write about it.

Here is a breakdown of the areas of concern:

I had to wait 30 minutes to be served in the drive-thru. It wrapped into the street blocking at least one lane of traffic at a busy intersection. There were cars that were having trouble getting in and out of the lot due to the clog.

When I arrived to the intercom at the order window, the attendant taking orders was harried and curt, instead of friendly and inviting.

I politely read my order very slowly from an advertisement coupon page, listing the exact names and numbers of the 8 total donuts that I wanted to purchase (5 specialty, 3 normal). I had to ask her to enunciate because she was hurriedly reading through the order, confused by the proper names of the donuts, and she was unable to repeat back my order until we went over it 3 times together.

AFTER paying for the donuts, I was told that 3 of the specialty donuts were out and I would need to make last-minute substitutions. The person at the register did not offer to give me a refund, nor did they offer any complimentary beverage or donuts to accommodate for their error or the wait.

I looked in the window and there were staff standing around without helping customers or delivering complementary donuts to those in line.

My 8 donuts (5 specialty) were delivered to me in a 6 pack & a sleeve (2 donuts). The staff put the two frosted cinnamon donuts in the sleeve which caused the icing to smear all over the inside. This could have been avoided by rearranging the donuts or using a different box.

I got home and my order was not completely correct. In addition, two of the donuts were cold.

At my company, if any of our business units delivered an outcome as haphazardly as the one I experienced this morning, we would be having a meeting about retraining staff.

That being said, I don't want a refund so much as I would appreciate a response from management to ensure things are rectified for future customers.

Otherwise, if we have another experience like this one, we'll likely start patronizing the Dunkin Donuts that's down the...

Normally we have a good experience at this Krispy Kreme. Last night we went around 9pm, but did not find out until we got there that the dining area closes at 9 and we would have to use the drive thru. Which was fine, I just hadn't known. The guy who took our order was friendly and did a good job; got everything correct. When we went to pay is when the issues began. The guy at the window first gave my fiancé the incorrect amount of change back, $9 instead of $10. It took a lot of explaining before the employee seemed able to understand. After getting at least one other employee involved we got our missing dollar. Then we got the donuts and realized we were missing one. We got 7 donuts, the bakers dozen and a free 7th from a coupon. The 7th donut was missing. When this was told to the employee, he tried to tell us the coupon took money off our 6 donuts so that we were only paying for 5. The receipt clearly showed 7 donuts were ordered, this is how we received them when we have used this coupon before. Not 6 with one being free. We had paid for 6. He seemed unable to comprehend this. After at least 5-10 more minutes and holding up the line, he finally gave us our 7th donut. This could have been easily fixed by just looking at the receipt. Im not sure if the employee was under the influence or what was going on, but getting our 7 donuts was the most complicated drive thru experience...