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Business Profile

Doughnuts

Krispy Kreme Doughnut Corporation

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Doughnuts.

Complaints

This profile includes complaints for Krispy Kreme Doughnut Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

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Krispy Kreme Doughnut Corporation has 188 locations, listed below.

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    Customer Complaints Summary

    • 116 total complaints in the last 3 years.
    • 52 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/25/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 Issues
      Status:
      Answered
      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.com


       

    • Initial Complaint

      Date:08/16/2023

      Type:Product Issues
      Status:
      Resolved
      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 Issues
      Status:
      Answered
      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 Issues
      Status:
      Unanswered
      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:05/30/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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.

    • Initial Complaint

      Date:05/28/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 May 26th I went in to a Krispy Kreme and proceeded to ask questions in regards to fresh doughnuts. I was told that the doughnuts that were sitting out were ash they had and that they'd been sitting for at least 3 hours. The employee was rude and showed no kind of customer service, I bought the doughnuts anyway against my better judgment for my children. When I got home the doughnuts were hard and stale. I’ve been calling now for three days and they have not answered the phone once. I live 20 mins away from this location and this is ridiculous that this is the type of service we get here and are forced to spend money on gas just for a company to correct something that should have been corrected to begin with!!

    • Initial Complaint

      Date:05/26/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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 arrived at the location on ***** **** ** ************ ** around 9:35pm and got in the drive through line. Business hours are advertised that it closes at 10pm. Around 9:40pm an employee walks out the back door looks at me waving a cutoff motion at his neck. I roll my window down, he said “we’re closed”. I said “what time do y’all close?” He said “right now”, turned around walked back to the door and said ”we open back up at 6:30” I said “what are your business hours???” He closed the door. That was rude, unprofessional, and I am highly offended that he spoke to me in that manner. I drove over 20 minutes to get to that location and arrived during business hours. I demand that upper management makes this right and sees to it this doesn’t happen again. The employee clearly doesn’t value his position there therefore should seek employment elsewhere. He’s a tall, bald, African American male with glasses. This issue occurred May 25th, around 9:40pm.

      Customer Answer

      Date: 06/05/2023

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:04/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 my way home from work at 5:47 PM I ordered 2 dozen boxes of donuts at the Krispy Kreme website. I set up the place (******* ******) and the time for the donuts to be picked up was around 6:30 PM. I arrived at the ******* ****** at 6:20 PM. I told the clerk that I'm picking up my online order. She check and came back and said there was no online order from me. I showed her the confirmation number or order number from my phone (order #****************), After checking, she told me that there was an error in their online ordering system and my order didn't go through and she told me that I should have checked my email. I said I'm sorry but I was driving and not possible for me to check my email as it is dangerous. Then I told the clerk that it was not my fault but can you please prepare my order and I will wait for a few minutes. She responded to me that it was not her fault as well and that I have to fall in line. I told her that the purpose of my ordering online was so I can be in and out of the store in a few minutes. In the end I ended up waiting in line for more than 30 minutes to purchase my donuts.

      Business Response

      Date: 04/28/2023

      The Transaction has been reversed and the guest will be receiving their money back.  (Attachement enclosed)

      Please close this case.

       

       

       

    • Initial Complaint

      Date:04/14/2023

      Type:Delivery Issues
      Status:
      Answered
      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 Friday April 14th, I placed order number ***************** for one dozen assorted donuts and one dozen glazed donuts. I only received the one dozen glazed and not the dozen assorted. The email says to call the store for order issues @ (980) 258-7002. Krispy Kreme will not answer the phone and you can’t leave a message. They literally hang up the phone after 13 rings. I’ve called 9 times and from different phone numbers, they simply don’t care to answer the phone. I paid a 3 dollar “service” fee and a 3.99 “delivery” fee expecting my complete order. The delivery company sent a txt picture of only one box delivered. I essentially paid $41.35 for 1 box of plain glazed donuts to be delivered. I want my money back, I ordered and paid for a service and they didn’t provide what I agreed to pay for and they won’t answer the phone for resolution. Please don’t offer delivery service if you can’t deliver.

      Business Response

      Date: 04/28/2023

      We have refunded this guest their money back. (Attachement enclosed)

      Please close this case as resolved.

    Krispy Kreme Doughnut Corporation is NOT a BBB Accredited Business.

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