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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
12/19 I ordered a latte from Dunkin Donuts. The app says it should be $3.00 for medium. At the store on **************************. I was initially charged $5.00 cash by mistake. I told them no its not correct and Ill pay through my app. Second time she rang it up at $4.34. Transaction # *** at12:16 pm. I told her its still not correct. It should be $3.00 plus tax. Third time it was rung up as $3.27. Transaction #*** at 12:17 pm. This is correct. However I was not credited for the mistake of $4.34 on my app. The money was taken out of my account by the worker. She never refunded. This happened to me before at this store. And people on line told me it happens all the time. Yes its $4.34however its fraud. And when they do it to many customers it adds up in their favor.I was called by the manager 12/21 and told to come by with the receipt! This is a digital world and I dont have the TINY piece of paper. I do have transactions on my app.All I want is a refund of $4.34 for their fraud.
Business response
12/22/2021
The ************** Guest Support team reached out to this guest by email on 12/20/21 informing them that the franchise will be reaching out to discuss getting the appropriate refund from the individually owned store location.Initial Complaint
12/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
December 18,2021. I visited my local Dunkin for my daily pickup order at ***************************. I have never had such a disrespectful experience with a store manager EVER! I walk in as she was yelling at her fellow employees because it was busy and rudely asked me if that was my car as I proceeded to tell her yes. She again asked me this time practically yelling at me again asking if that was my car parked in the Handicapped spot as I told her yes. After asking me multiple times she told me that is a handicapped spot your not allowed to park there Well as I may not look handicapped, I am. If I wasent then my mom is whos car I was driving with her in the passengers seat.She didnt bother to ask if I had a plate and wouldnt have been able to see from where she was in the store! This is pure DISCRIMINATION and disrespectful! This women did not even have the courtesy to politely ask me but also made it known to the whole store by the volume of her voice. If you ever want decent service with people who are considerate and dont make assumptions on the way you look then dont come here!Business response
12/22/2021
The ************** Guest Support team reached out to this guest by email on 12/22/21 so the guests concerns can be addressed with the appropriate teams.Initial Complaint
12/14/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
11/22/2021 and 4 prior visits within 2 weeks time frame. Food issues: Every order (3) for bacon, it was raw and cold and I had to remove the bacon for my safety from food poisoning even though I had paid extra to have bacon on my products (bacon, egg and cheese croissants). Twice the cheese was burnt, black! I showed the employee and all that was said was, "Yep, looks burnt to me" and a laugh followed by another comment, "they don't know how to **** back there". Coffee is always ordered with 10 sugars but on 3 visits there was NO sugar at all, I returned to the store to request sugar packets and was told NO!! They were out of sugar the employee replied. I have contacted the corporate office and told they can't help me since no manager is available at that location. I want the orders corrected by credits that properly will provide replacements of foods and coffees served, raw, cold, incorrectly please.Business response
12/16/2021
The ************** Guest Support team reached out to this guest by email on 11/11/21 requesting additional information so the guests concerns can be addressed with the appropriate teams. The Guest Support team will resend the email today, 12/16/21 to make sure the guest has received it.Customer response
12/17/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does NOT satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to NOT accept the business response that my complaint will need to be kept open and active until resolved. This is a very small town, this business expected me to reveal to ALL the employees so the employees can provide me a free beverage and this is not a safe or respectful way to expose me to the many teens working there to have them retaliate against me and possibly bring harm to my teen grandchildren I raise for my daughter in Heaven. I truly prefer to be unknown to the kids working there, such as a simple compensation via gift card or coupon so no workers know for certain I have filed complaint against them please.
Regards,
*************************Initial Complaint
12/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 12/4 I went to your location in Sharpsburg Ga, The inside was locked even though they had 4 or 5 people working, I went through the drive-Thur placed my order got to the window looked in the bag my order was wrong! When I told the young lady she said we don’t have anymore of that donut this is after paying. She give me attitude rolled her eyes. ( Dunkin case number 09022039 no reply since 12/8 I’ve also emailed the manager with no responseInitial Complaint
12/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went to Dunkin Donuts drive thru on ****************************** around the 7th of December, 2021. I ordered about $15 worth of food. I was on a 30min break from my employer which doesn't leave a lot of time to eat after going through the drive-thru. When I sat down to eat my food back at my work, I realized they had forgotten my order of hash browns, which was one of the only two things that I ordered so I was looking forward to eating them. I called ****** and told them that they forgot my hash browns and that I only had 30min break, they offered to remake them and for me to come back and get ******** explained that if I did that I wouldn't have time to eat but they offered to give me two orders if I came back. I told them I didn't want 2 orders because I wouldn't have time to eat both but I would come back. When I went back to pick up my hash browns, I asked them instead of giving me two orders of hash browns could they please just give me a small refresher drink which was roughly the same price of the hash browns. They told me they couldn't do that so I left unsatisfied & as I was leaving the girl who made my hash browns yells out "I don't see what your big deal is I made your **** hash browns" so that made me upset enough to reach out to the manager a couple of days later. When I spoke with the manager (***) about it, the only thing she was concerned about was that her cashier was right because she couldn't give me the refresher that I had asked for because it "cost $1 more than the hash browns cost and she can't be losing a dollar for something like that" which basically told me I wasn't even worth a dollar nor was my business. After that I called the customer service number for ********************** to complain to someone higher up in the company as I still hadn't had my issue resolved. I was told I'd get a call back from someone within 72 hours. I still have not heard from anyone and still have no resolution to my issue.Business response
12/16/2021
The ************** Guest Support team reached out to this guest by email on 12/16/21 and the representative sent this information to the store owner requesting that the owner reach out to this guest to address this issue at the store.Initial Complaint
12/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been overcharged several times while using the Dunkin app when ordering from their Dunkin Go2s menu. This menu offers a reduced price when ordering 2 of the same item. For the past several times I have ordered, I was charged the full price. They claim the discount applies once the order is sent. The last time this happened, I decided to check the order history and totals. 3 orders in a row where I ordered from that menu, I was overcharged. Im sure there are more transactions where I was overcharged, but I cannot see them as the transaction history doesnt go back any further. When I saw I was not discounted, I spoke to the owner of the local Dunkin in town. He claimed his system was correct and it was a corporate issue. He suggested I email the company for best results. I was told they would adjust my account $2.0. When I inquired what that amount was supposed to equal I never received a response. I sent a new complaint in through the app, and was asked to call. I called this evening and the recording estimated a 30 minute wait. I dont have 30 minutes to wait in hold for something they will not resolve. I will include a picture of the Dunkin Go2s menu showing the pricing as well as 3 transactions where something was ordered from that menu. I will also include pictures of the emails.Business response
12/09/2021
The ************** Loyalty Support team reached out to this guest by email on 12/7/21 and is reviewing the app pricing with our IT team.Customer response
12/09/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
They sent me an email stating that I had to call (see attached screen shot). After calling and waiting on hold for 10 minutes, a recording came on stating the estimated good time was greater than 30 minutes. Their response was after multiple emails.
I have provided a copy of their menu with prices, I have provided copies of the transactions, and I have not received a refund. There is no need to discuss anything via phone. Written correspondence is required. This is a classic bait and switch tactic. I have been a loyal customer for over 30 years. I have spent almost $3700 in 2 years just with purchases on the app as you can see in the attached pictures.
my next step will be contact NJ ******** of ******** Affairs and the Attorney General.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Perry
Business response
12/22/2021
The ************** Loyalty Support team has been in contact with IT, who has informed the Franchisee that they need to call the *** to assist on how to correct the pricing on the *** system at the store.Customer response
12/26/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Now that we are in agreement to there being a pricing/overcharge issue, where are the refunds for the multiple overcharges? I requested a refund which will be the only acceptable resolution. I am figuring the refund should be around $20.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Perry
Business response
01/10/2022
The ************** Loyalty Support team reached out to this guest by phone on 1/10/22 and adjusted his account appropriately.Initial Complaint
12/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I’m a current customer of Dunkin Donuts and use a mobile app to make purchases on a daily basis. The company provides points for all purchases that are eligible and provide an opportunity to get free items for purchase. I have been using the app since 2019 and purchased only items that are eligible. I’ve been purchasing the same items on a daily basis for awhile. I’m a daily customer. I go everyday to Dunkin’ Donuts. On August 27th I stopped accruing points. I have emailed the company multiple times, and have been offered a few points, but nothing close to what is owed to me. I’ve asked them time and again to fix the problem so I begin accruing points again. Their solution is to blame the store. I’ve spoken to the district manager that oversees the location I go to and explained that the store has nothing to do with points. Since august 27th I’ve spent at least $650.00 and have received no points. Although the pictures show points earned. When you click details I states that points can’t be calculated.Initial Complaint
12/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Location incident occurred: MM ***************************************************************************************************************** At approx 8:20PM I was next to place my order i only had cash so if you had cash you needed to stand in line for card pymt you needed to use kiosk because their CC machines were down. After standing there for almost 20 minutes and no1 attended me I left to use restroom when leaving i noticed a cashier was there an older bald white gentleman whom was complaining about being at work all day from 11am and he had to stay till 2am because another employee didn't show up he was saying he was going to walk out n he didn't take a break all day he was extremely unprofessional and irrate so a younger black gentleman whom no offense was definitely LGBTQ affiliated (I didn't get his name) came and told the older gentleman to go take a break he would help the customers mind you this is after standing in line the 1st time for over 20 mins the 2nd time in line took over 15mins the younger black guy takes a gentleman in front order and says to me "Go to kiosk I'm closing register." With no further explanation as to why I responded "Does this mean your not going to take my order I only had cash" he said "look you didn't hear me I'm understaffed no one decided to come to work today but I and I can't make everyones ****** and work the cash register so yes I'm closing the register for order at kiosk" again I politely reminded him "I only have cash I have been waiting for over 44muns to just place an order for 1 coffee I'm driving to *************** and need caffeine to wake up it's just a medium hot coffee you can't just take my order please" and he rudely responded "I don't know what to tell you I'm understaffed and can't " meanwhile out of 8 kiosk at this rest stop plaza only 1 was working and the line was long plus again I only brought cash with me honestly did he should of taken everyone order who was in line at that time and than closed the register I mean it's called customer serviceBusiness response
12/09/2021
The ************** Guest Support team reached out to this guest by email on 12/5/21 and the representative was able to assist the guest in getting into contact with the franchised store so the issue could be addressed.Initial Complaint
12/01/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I know I will not hear from anyone at customer service from past bad experiences. I went through a dunkin drive through in ********** ** and waited a half hour. The manager was not helpful with a coupon. the pancake bites were hard and cold. their was a small hair on my egg sandwich so probably someone was wearing a sweater making food and the hashbrowns were missing 1 and soggy. Horrible meal and service. This location is rude and dirty. managers are unproffessional and always out of stuff. customer service does not care. i had bagel issue after bagel issue in the past and the customer service and locations would not fix it. honestly all the locations seem to have problems and when i got my meal is either wrong, missing something, witness something unsanitary or a coupon issue and a manager who does not help.Business response
12/09/2021
The ************** Guest Support team reached out to this guest by email on 12/4/21 and the representative was able to assist the guest.Initial Complaint
11/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Nov 14, 2021 at 6:01am I made a mobile order for pick up at a DD location at *****************************************************. We went through drive thru, after being asked to move so cars could leave we got screamed at by another customer through a window & went inside. We never received our order. After over 30min we left without our order. I tried to cancel the ************* able to. We do not live in **, we live in FL. I immediately contacted DD, got an email back that the franchise would contact me, never did. I contacted DD again about it. Nothing. Went to ******* got a dm, they located my case. Still nothing. Its been almost 2wks & all I want is a refund for our order we left without getting. We couldnt wait anymore as we had to be at a lacrosse tournament at 6:30am, left DD at 6:35am without our food. My daughter who is 12 was forced to play an hour long game starving because DD refused to complete our order & after 2wks I still dont have my refund. This is totally completely unacceptable. Give me my money back. My case #********. Its really not that difficult to give me a refund for what I left without because the store wouldnt do my order.Business response
12/02/2021
The ************** Loyalty Support team reached out to this guest by email on 12/2/21 and was able to provide a refund for the guest through our loyalty app.Customer response
12/02/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.I am happy with the resolution but am not happy it took a month to get my refund. The franchises was totally unresponsive which is why I went to corporate and corporate needs to address this yon their own. Had I not filed this complaint I do not believe anything would have been done. Standards for franchise owners need to be held and when they arent corporate needs to step up.
Regards,
*************************
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