Business Profile
Doughnuts
Krispy Kreme Doughnut CorporationHeadquarters
This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Krispy Kreme Doughnut Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 156 total complaints in the last 3 years.
- 70 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/25/2023
Type:Billing IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I tried to purchase doughnuts on the app. I had to load money from my debit card to the Krispy Kreme account. I tried to load $25 and it came back with a spinning doughnut saying oops there was an error. I gave it a minute and restarted my phone, tried again and same error message. Assuming it didn’t process I did not worry about it anymore. Next morning checked my bank account and $25 Krispy Kreme taken out twice. I did not even need doughnuts at this point, it was too late. I searched for a number and could only find an email. After more searching I found a contact number to request my money back. I have called 6 times!! No response, No refund. I finally emailed them and happen to look at my Krispy Kreme wallet and they gave me $20 back. I have to use it at Krispy Kreme. I specifically told them I wanted my $50 put back in my checking account because I did not need the doughnuts anymore. I still need my money back. I have my bank statement showing the transactions. I will never use this app again. Can’t imagine how many others have been taken this way.Initial Complaint
Date:08/18/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an online order with Krispy Kreme Aug 18, 2023 for two dozen donuts( one glaze and one assorted) to be delivered to *** ********* *** today but when the delivery person arrived she only had one dozen very old cold donuts. I called the store directly to place a complaint and spoke to Ida H***** who said that she was the manager and would check the camera to see what happened she said that she was on break and cannot tell me why the delivery person was only give one dozen donuts but she could speak to the second manager today at 2:00 p.m. who is the only person who can refund the money back to my credit card. She was not the most pleasant person to speak to and I told her that I would be filing a BBB complaint to make sure this is taken care of.Business Response
Date: 08/22/2023
Please close case. Guest was emailed an apology and refunded her money back. Copy of email sent and refund attached.
You were counting on us to
make your day a little bit sweeter, and we didn’t deliver. We’re so sorry.
Please accept this email as a sincere apology from the Corporate Offices of
Krispy Kreme. I understand your frustration, and I sincerely apologize for
any inconvenience we have caused you. We appreciate you for taking time
to give us your valuable feedback and we are striving to improve. For
Customer Satisfaction, we have refunded your money back to your credit card.
(See Attached receipt)
James W********
Corporate Guest Relations
Coordinator
Krispy Kreme Doughnut
Corporation
370 Knollwood St, Winston
Salem, NC 27103
Office: ************ * **** ************
**********@krispykreme.comInitial Complaint
Date:08/16/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Placed and paid by credit card for an online order for a dozen donuts with the Krispy Kreme located on ***** ** ** **** ****** **. Pick up was to be Monday, August 14th at 8:30am.
Went to the location that morning and no on answered at the drive thru and also store doors were locked. Sign on door said "Closed this evening".
Another car pulled up and asked if they were open. I said it appeared not. Lady in the car said her teenage son worked there and was there now and she would call him to see what was going on. Young man came out. Said they had been having machinery issues. I explained my situation. He went back in and the manager finally came out and said he could not promise any donuts now or in future. I said why didn't they call me to cancel and let me know and why could you still place and pay for orders online. No explanation or apology from him. I said I wanted a refund and he said he would put one through within 3 days. I was pleased with that.
Another van pulled up and he said this location was never open when it was advertised and had a lot of problems and was tired of it.
3 days later no call or refund. They are not answering phone at this location nor is there any corporate number to call.
I have an email with all the info including verification that I paid. But I am not sure how to attach it.Business Response
Date: 08/21/2023
Guest has been refunded. (See attachment) Please withdraw this case.Customer Answer
Date: 08/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.Initial Complaint
Date:08/15/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered donuts online for pick up on Aug 12 2023. Closing time was 10:30 and i got there around 8. They were closed and the drive through was closed. When I call the number provided online it says it’s not in service. I was still charged and I’m asking for a refund of $15.11.Business Response
Date: 08/21/2023
Guest has been refunded back her money. (Please see attached) Please withdraw this complaint.Initial Complaint
Date:07/13/2023
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello my husband and I visted Krispy Kreme on 7/8/2023 at ***** **** ********** *** ******** ** located at 11:28 AM. We purchase a dozen of the new choclate Glazed donuts which came out to seventeen dollars even. They looked like that weren't made correctly nor tasted the best the chocolate seems to taste burned. My husband has reached out through email and we haven't heard any response back. I have pictures of receipt and the product.Initial Complaint
Date:07/12/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/7/23 my spouse per my request stopped at the Krispykreme location in ********* ********* for a dozen of glazed doughnuts. What he brought home was stale, cold and unglazed doughnuts that did not an anyway resemble KRISPYKREME DOUGHNUTS! I instantly called this location and asked to speak with management to complain, who was somewhat rude by saying she felt my bad energy! She stated she was the manager and her name is Imani, she than stated that the doughnuts arrived in that condition, and that this location have not cooked the doughnuts since January, they are brought in from another location and that the doughnuts are under condensation and sweat the glaze off! I was speakless! First are the customers being told up front that these doughnuts are being imported in from another location? Second I can buy older stale Krispykreme doughnuts from Kroger for a lot less! Third I don't think these were Krispykreme in this box! I reached out through the website and called Corporate with no response! Something is unethical and tricky about imported doughnuts to a Krispykreme shop.Business Response
Date: 07/17/2023
District Manager has approved a refund by the shop. (See atatchement) Please communicate with this guest so we can close this case.Customer Answer
Date: 07/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.Initial Complaint
Date:06/27/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went to the **** *** *****s store on 6/24/2023 and bought six doughnuts for $10.58 and on 6/26/2023 I had a message that my charge was changed to $21.16. When attempting to contact the store I didn’t get an answer. So when I went to the store at around 5:40p the same day they had a note on the door saying store was closed and will be back tomorrow.. The store hours are 6am-10p but they closed before 6pm. Then when I went back the next day I asked to speak to the manager but she wasn’t there. The gentleman called her on the phone and she was extremely RUDE!!! I told her the situation and she said I would receive a coupon. I told her I don’t want a coupon I want my money back. She went on to say I need to contact Cashapp and I told her this is a merchant issue and I want my money back. She got nasty and hung up on me. I haven’t been to Krispy Kreme in years and this is my first experience. I will never go back..and I want my money back!!!Business Response
Date: 07/10/2023
This was a CashApp issue and Cash App has refunded all guests. Please close this case with a resolution.Initial Complaint
Date:06/22/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made an order on Saturday June 17th for a Sunday June 18th delivery from
****** ***** - ***** ***** *** ***** *** ****** ****** ** *****
The order was for Fathers Day,and later when asking my father how it was he made a mention of what was included and what was included was not:
1 x Chocolate Kreme Pie (1 x $0.30) = $0.30
1 x Chocolate Kreme Pie (1 x $0.30) = $0.30
1 x Banana Pudding (1 x $0.30) = $0.30
1 x Banana Pudding (1 x $0.30) = $0.30
1 x Banana Pudding (1 x $0.30) = $0.30
1 x Key Lime Pie (1 x $0.30) = $0.30
1 x Key Lime Pie (1 x $0.30) = $0.30
1 x Key Lime Pie
I filled out the Krispy Kreme Customer survey and have waited four days for someone to contact me that has not happened. The (**** ******** number given my that Krispy Kreme has two option the online ordering option rings and hang up on you. There is a voice mail giving a website address with no options other than FAQ's.
I just want to know why the store had two days to fill an order and substituted but charged me as if they didn't. And, then why Krispy Kreme asked for my feedback in a survey and said they would follow up but did not. So, very difficult to speak with anyone in any method. In addition to the expected response back from the survey which never came I tried the email addresses: "************************ ***********************"
It seems like the substitution of products without permission and not being able to reach customer care is very purposeful. Like it probably has happened in the past and I didn't know, and it's keeping me from ordering again. But, it's not keeping me from telling my experience. I also wrote Krispy Kreme Headquarters through the BBB contact form.
***** **** Order # *****************Customer Answer
Date: 07/03/2023
I have not heard from the business in response to my complaint.Business Response
Date: 07/10/2023
Resolution has been offered. Customer has been refunded. Please close this case with a resolution.Customer Answer
Date: 07/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.Initial Complaint
Date:06/12/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order yesterday evening for THREE DOZEN donuts for a grad party & driver showed up with ONE. She didn’t speak English & I couldn’t communicate the problem. She kept saying “UNO”. I tried calling the store & of course NO ONE ANSWERED!!! The party was starting in an hour so I had to replace the missing items. I’ve called almost 20x and still no answer!!! I need a refund ASAP!!!!!! Website says “write a letter”???? Not even an EMAIL. I’m SO angry!Business Response
Date: 07/10/2023
Guest has been refunded. Please remove this case.
Initial Complaint
Date:05/30/2023
Type:Customer Service IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 28th I attempted to login to my Krispy Kreme account by using Facebook (the normal way I always login) and an error comes back that the “app is not active”. This error means that Krispy Kreme does not have the “login with Facebook” feature set up correctly and needs to fix it in order for people who have normally use “login with Facebook” to be able to login. I have around $30 sitting in that account and there is no other way of me accessing that money.
I reached out to Krispy Kreme on Twitter with details and a screenshot and they responded with a link to a form to fill out and they said that customer service will reach out to me.
I filled out the form on March 28th and I have not received anything back since.
I then reached out again to Krispy Kreme on Twitter and there is no answer.
To try and resolve it myself, I have tried attempting to reset my password and even making a new account using the same email address and the error says that I can only login using the “login with Facebook” feature which unfortunately is not kept active by the Krispy Kreme team.
I want them to either grant me access to my account with the money in it or to give me the credit and allow me to create a new account.
Krispy Kreme Doughnut Corporation is NOT a BBB Accredited Business.
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