Below is the whole issue that started on 11.17.2012 and still on-going:
I was rudely disrespected 3 consecutive days in a row from 11.17.2012 - 11.19.2012 at the Store #337 (208 West 14 Mile Road Troy, MI 48083) and over the phone by Janae -Assistant Store Manager on 11.20.2012.
On first visit, I was ignored by the entire staff when I entered the store, had to stare while smiling at the cashier in the face to get a hello, never was given a free doughnut as promised by the red logo light being on, and was given excuses and repetitious apologies by a shift manager (Amanda) for the treatment that evening via telephone.
On the second visit(11.18.2012), I was told that the reason the workers ignored me because they had a rough day that morning, and I should come in during the afternoon shift (Amanda's shift) because I would get better service then.
The third visit (11.19.2012), no doughnuts were being made, most of the workers were lollygagging while a few were making dough, and the cashier (Ms. Lois) (that was serving the drive-thru and walk-in counter) looked me dead in my face and turned her head, ignoring me at the counter for 3 minutes until another employee started to take my order. Last, Mr. Lois condescendingly, in a
smart-mouth fashion, snapped at me when I pointed out someone's change and receipt left on the counter saying, " Why?...you want it", then she through the receipt away, and placed the change in her pocket ( which I was told by the company that this is consider theft).
On 11.20.2012, Janae ( Asst. Store Manager) constantly cut me off while I was trying to explain the entire ordeal, jumping to conclusions, justifying behavior, and never gave clarity if these issue will be addressed/resolved correctly. Furthermore, Amanda (shift manager) consistently told me misinformation and the corporate office that Janae was the store manager, which the store manager is exactly who I was trying to speak to from the start.
The issue got worst when dealing with Failisia Pickard, the Corporate Rep for Customer Service: 336-726-8946. Her and I spoke on three different occasions, which resulted in no resolution in reference to the corporate involvement with issue # 1142810:
12.04.2012 at 3pm EST (70 minutes conversation)
I was sent to speak with Failisia per Ladonna's actions without my consent because I asked to speak to Amanda, which is yet to happen.Failisia defended Ladonna rude behavior, stating she is one of her "go to" people, and apologized for the issues I had with Store #337 as if an apology will fix problem.I stated very clearly that I wanted to know, in writing, why issues of unprofessional practices both from the Store #337 and 800 number has occurred. This was due to the issue going on for about a month with no follow-up initiated by Krispy Kreme, customer reps promising managers will contact you ( like Amanda) and never have, and me having to call constantly to get some answers which were only a series of apologies/excuses. Failisia asked what I wanted to resolve this issue, I said an explanatory letter instead of free products and being told "sorry" repeatedly. Furthermore, I stated that it can be written in a way that does not legally incriminate the company, but the letter is not a standard 3 sentence form letter that is sent to every unhappy customer, and she said ok. Last, she told me she would get back to me on these things we discussed the following week.
12.14.2012 at 4:48pm (45 second voicemail)
Failisia left me a voicemail that only addressed that actions have been taken towards LaDonna's behaviour along with both LaDonna's and Amanda's manager, but never stating anything about the letter. From my observation, Failisia waiting to the last possible moment of the work week to call me because when I called back at 4:450pm the same day, my call continuously went to voice-mail as if someone was hitting the voice mail button. Therefore, based on the non-verbal inflections of avoidance/hesitation in Failisia's speech/voice during the previous conversation, the timing and day of the call along with the voicemail, Failisia was purposely not wanting to deal with me.
12.17.2012 at 11:18 (14 minute conversation)
I finally spoke to Failisia after calling several times in the morning due to her not stating when she started work. When questioned about it, she claimed that she thought I would call her after 4pm EST because that is when I got off. If she knew 4pm was ideal for me, why say call her Monday without stating time?
When questioned about not addressing the letter being written in the voicemail, Failisha stated, " ...I did not address it [the letter] because that has to go through our legal department!" Also, she claimed to have thought the letter was to address the behaviorof Store #337 only, but I made it clear it was to address the way the corporate end handled the issue, allowing it to get this large, even though she claimed to have listened attentively and took note.
Failisia gave me her word that she would give me a call on Wednesday, 12.19.2012 if she was able and/or not able to speak to the legal department regarding the letter. Failisia failed to contact me on 12.19.2012,has yet to call me, and agreed to call me so I would not have to keep calling her because I stated that I was tired of doing so.
When I told Failisia that she gave me the impression that she was avoiding me based on her behaviour from 12.14.2012, she told me, " I left you the voicemail because I some other work to do,
turned my phone off to get it done, ...and if I was really trying to avoid you, I would have never called you back and waited til Monday for you to call". Therefore, Failisia has proven her avoidance with herown words and activities of not calling me on 12.19.2012, self-incriminating herself.