Krispy Kreme — Restaurant in Raleigh

Have been here a few times while traveling through Raleigh, but yesterday was very disappointing for me and my family. Very limited on choices, I'm sure it happens from time to time, but the selection was at a bare minimum of the most basic flavors. The donuts were carelessly crammed into the case, several were smashed against the glass, crumbling onto the donuts below, some flipped over, it was very messy in a way ive never seen in a KK before. The staff member pulling donuts from the case walked away as we approached the case, didn't make eye contact or anything, just started doing what I'm sure were necessary side tasks but left us standing there for several minutes without a "I'll be right with you" or anything. Another employee walked up and did make eye contact with us but said nothing and proceeded to serve the family who came in after us. Finally we flagged and asked the original staff member if we could have our order taken, because he was not showing interest in coming back to us, and he could not have been more rude and was acting very strange. First he mumbled something and turned away from me like he was going to continue his side work, but after asking again he finally approached (a long line was forming.) I told him I wanted the 3 assorted pack, told him my flavors, and he just stared at me with his mouth open like he had something to ask but didn't. So my husband proceeded to tell what he wanted, and the young man looked at me and said "What do you want?" After repeating my order he grabbed one of the donuts I wanted and asked if I wanted a flavor I didn't say, so I said no and I repeated my order a third time. After staring at us for a few more seconds he finally boxed my donuts and began walking away. My husband had to tell him he wanted to order, again, and after telling him his order the young man questioned him like he did with me, pulled the tray out and pushed it back in to "make sure" it's what my husband wanted with a tone and a look like he didnt believe him. By this point the next person in line began to say something because they noticed how difficult it was becoming, then the staff member finally bagged my husbands order but handed it to the cashier and said these are separate. We had to tell her it's together, but the young man said it's separate one more time before walking away. She looked very confused. After ringing up and sitting down to watch the donuts being made, we learned it was national free donut day by a very excited family who walked in after. There were no signs indicating that it was, and the cashier did not bother telling us or ringing any of our donuts for free maybe as a day-of standard procedure. Not that I am retroactivley expecting that happened, but after being served by someone who was not in their right mind, the options being so limited, case an absolute mess, and proceeding to watch dozens of fresh donuts float down the production line in various states of goopy mishapen piles (which we've never seen before) it was clear that there was a leadership issue present either for that shift, or the place is going down hill in general. Knowing that it was free donut day I'm sure lead to the shortage on flavors and some staffing stress, but it wasn't more busy than any other day we'd been there. It was a odd and disappointing experience though. Would rate 1 star but will give 2 because the store was at least clean with the exception...

I don’t usually leave complaints, especially not about Krispy Kreme’s donut quality — that’s not the issue here. I also don’t have a problem with waiting in line. What I do take issue with is how I was treated by a staff member during pickup.

I had placed a mobile order in advance for the Harry Potter-themed donuts, and made the trip with my kids to pick it up. When we arrived, there were about five people ahead of us. We waited patiently — I had no complaints about that.

But when it was finally my turn, the employee at the register — her name was Brianna — didn’t even look at me. No eye contact, no greeting, no “What’s your name?” or “Are you here for a pickup?” Nothing. She skipped right past me and went on to help the customer behind me as if I wasn’t standing there at all.

At first, I thought maybe she didn’t see me. But I was standing directly in front of the register, and even after the rest of the line was gone, she still didn’t ask who I was or if I had an order. I had to speak up and ask, “Where’s my order?” Only then did she ask for my name — something that should’ve been the very first step.

After giving my name, I still had to wait another 10 minutes. By then, everyone else had already gotten their donuts and left. When my box was finally handed to me, it wasn’t even sealed — it was already opened.

To be clear, I wasn’t expecting her to say “Welcome to Krispy Kreme” or be overly friendly. All I expected was to be acknowledged and treated like any other customer. Just the basics — confirm my order, and hand it to me.

There was another Asian customer next to me who looked like they might have felt similarly uncomfortable. I truly don’t want to assume any intentions, but the experience left me wondering.

If Krispy Kreme chooses to keep Brianna on staff, I hope management takes this seriously and provides proper training — not just about how to handle orders, but how to treat every customer fairly and with basic respect.

I'm writing this not because I had high expectations, but because no customer should ever...

This particular store in Raleigh has really gone down hill. I ordered through their app a week ago for donuts to be delivered on Valentine’s Day. I tripled checked date and time. A few minutes later I get a message the donuts were being delivered that day. No worries I called store per the App request. Guy who answered was very rude and told me to call DoorDash. I said I didn’t order thru DoorDash. I order thru your company. He then said it would take him over 15 min to login to look for Order and by then food will have been picked up and then “it’s too late.” I asked him to cancel order and he said he couldn’t do that either. Mind you the driver wasn’t even there yet. I never got any food and was charged over $50. Today on Valentine’s Day I order first thing this morning for delivery. Surely they can’t screw me again right? WRONG. Not only did it take them over an hour to get food ready but they made that poor driver wait 45 min. No problem. At least my wife is getting her order right? WRONG. They gave inaccurate wrong order to driver and nothing even remotely close I lowered was delivered. Now I’m out another $65. Oh I filled out their survey for the first thing 2 weeks ago and asked for a call back. They have called each of you as much as they’ve called me. So complaining today won’t do any good either. It’s a real shame cuz this place use to be good. I’ll order Krispy Kreme again but never from this location....