Krispy Kreme — Restaurant in Proviso Township

I would give the Hillside location zero stars, if possible.

I placed a fundraiser order with the Hillside location on April 29, with a pickup date of May 8. In the email confirming my fundraiser order, it said someone would contact me from the location within 48 hours to confirm and finalize my order.

Fast forward to yesterday (May 7), and I hadn't heard from the location. I didn't know if they had my order, or even how much I owed them for my order. I attempted to call them approximately 20 times and didn't get through to a person once. At that point, I tried calling the Elk Grove Village location, just hoping to speak with someone and maybe get some information. I tried calling there 3-4 times, with no luck either.

I left work yesterday at 4pm and decided that I absolutely needed to get some information from this store. I needed to know if there were going to be doughnuts to pick up, because I have people that sold doughnuts to answer to, and how much our order was going to cost so that I could get a check from the bookkeeper. At that point, the only thing that I could think to do was to drive to the location, since they are supposed to be open until 10pm (according to the Krispy Kreme website and Google). I live 103 miles (one way) from this location.

When I arrived at the Hillside location, there was a sign on the door that said that they were under special hours and that that location closed at 4pm.

From there, the only thing that I could think to do was call the Elk Grove Village location again, and hopefully speak with a manager. I was able to get in contact with a manager at that location and he said that he would reach out to the regional manager, and that I should call back if I didn't hear back within a couple of hours.

I drove home and didn't hear back, so I called the Elk Grove Village location again and spoke with the same manager. He said that he'd make a couple more calls and would call me back, either way. After a few minutes, he called back and said that he reached out to the regional manager and assistant regional manager but couldn't get in touch with either, and that my best bet would be to try to call the Hillside location again when they open in the morning. This person was super helpful and I appreciate their time and effort.

I woke up this morning when the location opened and started calling again. I put in 20 unanswered calls to this location this morning. In a last ditch effort, I called Elk Grove Village back, hoping to speak with a manager again. I spoke with a different manager this time. Their first suggestion was that I visit the location to speak to them. After explaining the whole situation to them, they agreed that that probably wasn't feasible at this point. They said that their location could fulfill our order, but it wouldn't be ready until the early afternoon, which didn't work for our work schedule. I straight up asked this manager if I should go to this location, expecting to pick up our order, without speaking with someone and they said "no." This manager also gave me a phone number for a customer service line, which I called after this conversation. This manager was also extremely helpful.

I then called the customer service number and explained this whole situation to the representative on the phone. They said they would forward this information on to the upper management of this region and that someone would probably be contacting me. As of this review, I'm still waiting to hear back from somebody.

We've done this fundraiser multiple years now and it has typically run really smoothly. We also typically do really well with this fundraiser because Krispy Kreme is not local for us. After my experience this year, I will be thinking long and hard about whether or not we use Krispy Kreme again. If we do, it certainly won't be the Hillside location.

Update: I was asked to contact them, as a reply here and I did. I also contacted a district manager via email with no reply. After almost a month, I finally got a generic apology and a certificate for a free...

Had a couple deliveries on Sunday morning around 9/10am. Make this real short and simple. -Shift leader isn’t fit to “lead” that group of teens, she’s not doing the job right which is leading them in the wrong direction. -lack of care and manners. I was in the store on 3 different occasions that morning. 1st time took a minute, but one of the teens eventually asked what I needed. 2nd time didn’t have to wait that long because only one person knew why I was there. Good memory. Anyways, I guess other people felt the same way because they expressed their feelings about not being greeted/time is took to tend to a customer. Especially since the store wasn’t busy. 3 cars in the drive through and a couple people on the inside is not busy. I used to work fast food and that line would be out in the streets and the inside would be so packed that you can barley walk around. They don’t know what it feels like to be busy. 3rd time I guess I was greeted by the ring leader. Just looked at me and passed several times, working very slow, checking her phone, ignoring me but boot licking the white old people even though I was there 1st and the delivery order should’ve been ready upon arrival which let me know that they’re not paying attention and they’re hardly working at all/moving at a very apathetic pace. I don't care that you don’t like your job or you don’t feel like working. Go work somewhere else. I never did that when I used to work jobs like this. Came to work and actually worked, sweat, then went home. Anyways, lady eventually stopped and asked me what I needed after aggressively side eyeing me for minutes. She kept playing mind games acting like she couldn’t hear me. Even showed her the order and she pretended like she couldn’t see it. I know because she didn’t even look at my screen, but spoke about how she couldn’t see it. She finally comprehended what I was saying after the 5th attempt. She told me they don’t have the cinnamon rolls so I need to contact the customer. I did and got back in line. Had to wait 15 mins total. Problem is talking is apart of your job. You know why I’m here. Why are you ignoring me? Just stop and ask its not that hard. One of the teens eventually asked me what I needed? Not once, but twice I guess she forgot. Then the ring leader came back and asked. Again pretending like she couldn’t hear me. Crazy thing is everyone else used inside voices and she could hear. When I used my inside voice the teens could hear just fine. Not only could she not hear, but I guess her vision is bad too. I had to raise my voice out of frustration. She took it as disrespectful and refused to give make the order. Funny how when I mumbled something she could hear, but when I was trying to talk to her about the order she couldn’t. So I call her out on it and a bunch of excuses. I called support and got my money so I wasn’t tripping. This is how you know when a shift leader shouldn’t be one. When you don’t even know how to troubleshoot or fix the machine because you’re too lousy and don’t know how to think. 1st time I walked in the store and seen the mess I already knew what the issue was. 2nd time I walked in the store and heard others complain about the customer service that confirmed my thoughts. 3rd time I seen the problem 1st hand. Even when the people were upset I tried defending the teens because they don’t know any better, its the shift leader that should be directing them to get the job done right. That includes adequate communication between customers and team members. Anyways, we ended up getting into a verbal altercation outside because rookie couldn’t figure out why the machine was “malfunctioning” and what to do about it lol. Embarrassing, and you call yourself a “leader”. Like 50 years old can’t communicate appropriately or operate a machine without messing up. Told her find a job that suits her because she’s not good at it. Here she goes babbling like a baby. Even tried to say thats why I deliver. Yeah, because I make way more than you on top of my passive. I can do...

As others have said, I would give zero stars if I could. After my terrible experience with this location, I looked at the reviews and realized that what happened to me has happened to many others. I wish I would have checked those reviews before I placed my online catering order; if I had, I would have gone elsewhere to begin with. I usually only leave a review for a place if I can give a positive one, because I figure the every business is someone's livelihood and I don't want to have a negative impact on that. In this case, I feel like it's important for people to know what happened so that they can be spared the headache of dealing with this location. I placed a catering order online through the app, as the website instructs. I ordered 8 dozen donuts for 4 days later, with a 4:15 p.m. pickup time. I received separate emails along the way that the order was received, was accepted, and was confirmed. I called the phone number given for catering orders on the day of the pickup to re-confirm, and was told again that the order was confirmed. With each of these steps, the pick-up time was always listed as 4:15 p.m. Every place that lists the location's hours, including the Krispy Kreme website, says they close at 10:00 pm., so this was a pickup well in advance of closing time. I arrived at 4:15 on the day of pickup (remember, the order had been reconfirmed that same day), to find a sketchy sign hanging on the door saying they now close at 4:00 p.m. The doors were locked, but I could see trays of donuts inside, and employees. One employee was sitting outside smoking. When I explained that I had an online order to pick up that had already been confirmed and paid for, she very rudely stated "we're closed." She stated the same thing very rudely 3 times, and would not assist in any way. She was so rude as to be very near the line between rude and threatening. I then motioned through the windwo with my phone to an employee inside, trying to indicate that I had an order that had already been paid for to pick up. She looked at me and then looked away. I then called the number given on the website for questions about catering orders. The person who answered said that she would call the store for me and explain the situation. I was on hold for 10 minutes until that person finally came back on the line and said that nobody in the store was picking up the phone. I then went back to the door and tried to get the attention of another employee, who looked at me and made a slicing motion across the throat (presumably to indicate that they were closed?). At this point, I began to panic because I still had the event for which I ordered the donuts, 100 people attending, and not a single donut to serve, even though I'd already paid for them. Again, remember that I was not someone trying to get into a closed location trying to buy a bunch of donuts at the last minute. These were pre-ordered, pre-paid, and confirmed. If the location could not accommodate a 4:15 pickup, they had several opportunities along the way to tell me so. As it was, they took my order and my payment with apparently no intention of ever fulfilling the order. In the end, I realized that Krispy Kreme had completely let me down and there was nothing anybody there was going to do to solve the problem. I called 2 other nearby donut chains, and together they were able to bail me out with enough donuts, which were 100% delicious and which were provided in a very friendly and helpful way. Those two chains will get my business from here on out, because they salvaged my event , they showed such great customer service, and they sell a great product. I suppose Krispy Kremes are tasty, but that doesn't matter if they won't sell them to you, and I wouldn't say they're any better quality than the donuts I ended up serving. All this to say, if you need donuts,...