Krispy Kreme — Restaurant in Virginia

Well, here goes...our past experiences at Krispy Kreme have been fine. Overall, pretty good actually. Today however, was a big disappointment...especially for my kids. When I showed up this afternoon to pick up our donut order (that I placed 2 DAYS in advance- and had already paid for...$35!!!), it was not ready and some of the donuts were no longer available. I ordered the Harry Potter donuts they have been advertising for a while now. Knowing they wouldn't have any in the store later in the day, I purposely ordered them ahead of time so we had a chance of getting them before they sold out. Got there, the inside lobby was closed. No customers allowed inside...a note on the door mentioned being "short of help"...but honestly, I think they just didn't want to deal with customers face-to-face, showing up for their orders -that weren't available! Drive thru was the only option offered. When I spoke into the speaker, telling them I was their for our order, a lady first told me to drive around...then a man spoke over her telling me they didn't have our donuts...only part of them...meaning 1/2 the Harry Potter donuts were missing from the box. He told me he had just received our order 5 minutes before we got there...even though I ordered it 2 DAYS before. As soon as I started asking what happened, he got very rude, cutting me off when I was speaking. No apology ever made and his overall attitude was nasty. He kept blaming their corporate office...and saying that just because you place an order, there's no guarantee you'll get it. Seriously??? Here's the deal....don't promote and offer products for sale, then not have them after customers have ordered and paid for them. We drove 45 minutes to pick them up, just to have an employee argue with us. Not acceptable for us, or anyone else for that matter. The only reason we gave 2 stars was because our other trips there have been fine. Please don't leave me a generic "sorry" message after this post. You have my number from my online order. A phone call would be more...

I am a Krispy Kreme addict and was delighted to learn of this location when we recently (4/28; 5 pm) visited Richmond. Almost everything about it was horrific. No surprise that KK's are closing around the country.

All of the counter staff were sloppy and entirely unprofessional. While I stood first in line they all picked others to wait on first (let's just say I was a minority in the shop). I got a dozen mixed, with 6 being off-the-line glazed. For which we all had to wait about 10 minutes to appear.

When I finally got my box I went to the register to pay. I had to wait 4 minutes for someone to work the register. I was about to slap down $10 and leave. She looked at me as tho I had 3 heads. I explained I had a dozen mixed (about $9) and handed her the $10. She had to think about what to do next and finally gave me my change. And a lot of shade.

When I sat down to dig in we were appalled at the taste of the hot donuts. Normally like biting into sweet "air"... these had a strong oily taste to them. Only until they cooled an hour later did that offending taste subside. In reviewing a video I posted on FB it appears that the donuts were too hot when they entered the sugar-coating waterfall. As a result there was very little coating on them. My guess is the oily taste and too-hot issues are related.

Bad tasting donuts. Lousy service. A deadly combination for this store. I hope it can get fixed fast before it suffers the fate of so many other locations.

FOLLOW UP: I read a few of the reviews and there are many references to the lousy attitude and service of the staff there. ...

The 1 star rating is based on today's experience - 12/22/22.

I typically only grab doughnuts from here for work - and today was no exception, except that I was also going to claim my birthday dozen and pick up another two for my coworkers. I pulled up to the drive thru and saw a sign stating that they were experiencing an equipment failure and the sign said they weren't taking online or drive thru orders until 6A - so I decided that since it was 6, I'd go in the lobby to place my order. The doors were locked and when someone finally came to the door - they told me that the lobby wasn't going to open until 7A and to go through the drive thru. So I did. I pulled up to the speaker and was told that they weren't taking orders. I told the employee that it would have been nice to have been told that when I was at the door instead of coming back through the drive thru - and when I went to tell her that her sign said 6A and since it was after 6, they may need to update it - she rudely cut me off and stated "That's why I'm telling you now." not once, but twice.

Normally, I have the absolute best experience with this Krispy Kreme location so to have this as my experience this morning surprised me. I understand that equipment can fail and having a rough time turning away customers, but I didn't appreciate the way she responded to me. I didn't catch her name, but I'd suggest some customer service training. Needlessly to say, I'll reconsider coming to this location in...