NG
Nichole Gaviotakis
Jun 13, 2026
We visited the Krispy Kreme drive-thru in Sandy, Utah and had a very frustrating experience from start to finish.
At the speaker, we were first met with an AI ordering system that repeatedly interrupted us while we were still trying to decide what to order. Even after asking for a moment to decide, it kept asking what else we wanted every few seconds when we hadn’t even ordered yet which made it difficult to even begin ordering.
When a staff member finally came on the speaker, we asked about a banana pudding donut and were told very quickly and repeatedly that they did not have it, with phrases like “no” “no banana pudding” and “no have” and “no have banana pudding” spoken very fast. The employee had a very thick accent, and combined with the speed of speech, it was difficult to clearly understand everything being said, so we asked for clarification more than once.
We then asked if they had a cookie dough donut, and were told yes, so we ordered one. After that, we added additional items including 2 original glazed donuts, 1 custard-filled donut, and 1 chocolate iced donut to which the employee asked if we wanted plain chocolate iced or with sprinkles.
At this point, we asked how many donuts were currently on the order so far to confirm everything was correct. We were told “1,” which caused confusion and frustration on our side since we had just added multiple items.
At that point, instead of clarifying the order, we were repeatedly told to “pull up to the next window” in a very abrupt, rude, and dismissive manner, and were not given the opportunity to finish confirming the order. The tone and repetition made it feel like we were being cut off rather than helped. We were still trying to complete the order, but were directed forward multiple times and told they could not understand us and we could not understand them. They kept yelling “next window” and kept yelling “I can’t understand you and you can’t understand me, next window” over and over in a very unprofessional manner.
We asked for a manager, the employee also stated they were the manager and continued insisting we move to the next window instead of resolving the order at the speaker.
When we reached the window, we asked what she had on the order and I feel like the employee was purposefully messing with us because she said “nothing, I no have anything”
Overall, the main issues were poor communication, unclear and rushed ordering interactions, difficulty understanding due to a strong accent combined with fast speech, and not being allowed to properly finish and confirm the order before being pushed forward. It resulted in a confusing and frustrating experience for a simple drive-thru order.
If a drive thru worker can’t understand English, they shouldn’t be working the drive thru where they have to speak with people to ask questions, and provide good customer service