Complaints

This profile includes complaints for Dunkin''s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Dunkin'

  130 Royall Street Canton, MA 02021-1010

• 

  Dunkin

  3336 Del Prado Blvd S Cape Coral, FL 33904

• 

  Dunkin Donuts

  1198 Troy Schenectady Rd Latham, NY 12110

• 

  Dunkin Donuts

  25 Lower Hudson Avenue Green Island, NY 12183

• 

  Dunkin Donuts

  5300 W. Genesee Street Camillus, NY 13103

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.

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  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 placed a mobile order on 4/19/25 for Dunkin Donuts. It was a multi drink coffee order placed at 6:40pm. I had not realized the store closed at 7pm since I am not from the area. My brothers and I arrived to the store and decided to wait inside. Upon entering the store, the employee looked up and I stated we were the ones that placed the multi drink order but there was no rush we just happened to arrive sooner than we thought. The employee then informs me that 90% of our drinks were coffees and they had run out of coffee for the day. He also informed me that they closed in 20 min at 7pm. I then apologized for not realizing they closed so early and that we can just cancel the order since they didnt have any coffee. The employee then informs me since it was a mobile order he cannot proceed with the refund and I would have to go through the app. I tried in store but could not figure it out the employee looked stressed and said he was unable to do it with their system he provided me the tag of the order. I then placed an online claim for the situation asking for a refund. I recieved a prompt response from someone named ****. They informed me that the only way to process the refund is in store and not through the app. Due to me living hours away this was out of the question. He then asked if I would accept a gift card to which I replied yes. It has now been 3 weeks since the order was placed and 2 weeks since I accepted the giftcard. I have sent 4 follow up emails including a follow up claim. I have heard nothing. At this point, Dunkin Donuts has robbed me.

  Business Response

  Date: 05/08/2025

  The ************** Loyalty Support team contacted this guest on 5/8/25 and was able to address their concerns.

  Customer Answer

  Date: 05/08/2025

  [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. 
  
  Regards,
  
  ******** ****

• Initial Complaint

  Date:04/27/2025

  Type:Product Issues
  Status:

  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.

  Dear Dunkin Donuts Customer Service: At the ******************************************, on April 19, 2025 at I 04:55 AM the transaction was not as I expected. When I first walked into the Dunkin Donuts restaurant the line went two directions. There wasn't a sense of order. I walked out, reviewed the app, and I discovered also that I wasn't able to order through the app nor select combination specials available at other Dunkin Donut locations. When I entered again, I was only offered a medium size cup for the cold coffee. I requested no ice in my coffee. The employee said that she would only fill the medium size cup half-way. I did not agree. I requested from top to bottom the cup to be filled with the cold coffee. I felt that was appropriate. The employee became *****. I hadn't paid for my English Muffin, Sausage, and Cheese with the medium size cold coffee. Another employee began to take the order for the next customer. I informed the employee that I had not finished my transaction. The other employee continued with the other customer. The employee that received my order did not inform me that the transaction was finished nor provided the receipt. I requested the receipt. This was not the experience that I have had at other area Dunkin Donuts. It was dysfunctional. I was unable to understand them. I felt I had to repeatedly say, "So if I understood you correctly...What I think you I heard you say....This is what I would like..." I spent most of the transaction correcting rather than a simple transaction. For example, I felt it should have gone as here is my order, pay, and enjoy my breakfast. It should have been that simple. It wasn't. I would like my meal refunded. I paid $10.33. Receipt Information: Date 04/19/2025 Transaction: A000041317450527906658 Location: Dunkin Donuts in the ****************************************** Employee: BMG ****** **** another employee Terminal ID: 4143 Thank you for your review. **** ********

  Business Response

  Date: 04/29/2025

  The ************** Guest Support team emailed this guest on 4/29/25 requesting additional information to address their concerns.

  Customer Answer

  Date: 04/29/2025

  [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 their refund of the $10.33 does satisfy my issues in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  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.

  The Dunkin staff at ********************************************************* needs to be completely fired and people with basic manners and politeness need to be hired. There are dozens and dozens of 1 star reviews of this location indicating I am not alone in the manner. Not only have I've been treated rudely, my own significant other has been treated rudely and her friends have been as well when they went there. How come when I go into ********* I receive nothing but kindness, and a total opposite at Dunkin? Corporate should investigate this because clearly they are not hiring people that reflect Dunkin's values.

  Business Response

  Date: 04/25/2025

  The ************** Loyalty Support team contacted this guest on 4/25/25 and was able to address their concerns.

• Initial Complaint

  Date:04/17/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 just bought a Bacon egg and cheese on a plain bagel. The bagel was soaked and felt like foam. I did not eat anything I want my money back for thus poison. ****************************** is the Dunkin location but its doesnt seem to registered with corporate. or online anywhere. Is it an illegal Dunkins? In any case I want my money back! I am never eating your poison again. Ever. I rather die and starve. Thats how bad it is. Also Why are your bagels so hard. When I get ****** they are soft and thn toast. Your begals are hard then get harder after toasting. They is a lot wrong here.

  Business Response

  Date: 04/24/2025

  The ************** Guest Support team contacted this guest on 4/24/25 and was able to address their concerns.

  Customer Answer

  Date: 04/24/2025

  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. 

  [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.] No one called me. or emailed me. This is blatant lie.  
  
  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,

  ****

   

   

  Business Response

  Date: 04/29/2025

  The ************** Guest Support team emailed this guest on 4/29/25 requesting additional information to address their concerns.

  Customer Answer

  Date: 04/30/2025

  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. 

  [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 ************************************************ is continually Lying.  They have never reached out by email or phone. And I am happy to do a screen share to showcase this.  Sounds like I'm dealing with an illegal corporation.  They are lying to you and to me. This is ridiculous. 
  

  
  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,

  ****

   

   

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 have a Dunkin' Donuts card with a $12 balance. It was a gift card for Christmas from my granddaughter. It's suddenly stopped working. People at the store can't make it work. They said maybe I backed it up to a credit card or something else with a magnetic strip. Ridiculous. I want my $12 and change. This is my card and this is my balance and I want my card working immediately. On the daily customer and this is inappropriate. No one will help me I have called phone number after phone number after phone number going nowhere and I cannot believe that Dunkin' Donuts behaves this way. As a senior and a very good customer I'm appalled. Please help me get my $12 and change back

  Business Response

  Date: 04/17/2025

  The ************** Loyalty Support team emailed this guest on 4/17/25 requesting to speak about their concerns.

  Customer Answer

  Date: 04/18/2025

  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. 

  [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.]

   

   The woman who contacted me ***** is the same person my coworker had trouble with. I work for a gas company. The Dunkin' Donuts happens to be across the parking lot from us. I just found out my coworker had trouble with her card and ***** didn't do anything for her and neither did the toll free number. I do not wish to talk to this person by the name of *****. Furthermore I called the toll free number and got nowhere. They argued and argued and argued with me when I in fact and do have $12.39 left on my card. And a perfect world they were just mail me a new card with that value but they argue with me that it's not on there. And it is because that was my balance and I did not touch it. Better Business Bureau can you get in touch with someone else with Dunkin' donuts please and have them contact me. Thank you
  
  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,

  *****

   

   

  Business Response

  Date: 04/24/2025

  The ************** Loyalty Support team emailed this guest on 4/17/25 requesting to speak about their concerns.

  Customer Answer

  Date: 04/30/2025

  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. 

   

  Several of my coworkers have Better Business Bureau complaints against Dunkin' Donuts because we work next door. It's always the same response they email and they want a response and then you respond and they don't respond back with the solution. This is been going on for years and it's something for the Attorney General to look at. Nobody contacted me on April 17th 2025. I did receive an email telling me somebody would be calling me shortly and nobody contacted me. It's the same old story. Again please help me get my $13 credited back to my gift card. Thank you

  [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,

  *****

   

   

• Initial Complaint

  Date:04/13/2025

  Type:Service or Repair Issues
  Status:

  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 and this place did not have any of the items I ordered. I was told I have to get my refund from the app since I ordered through the dunkin app. I contacted through the app and was provided with a case number then told they would give my info to the store. I never got an answer or refund and now I'm being ignored.

  Business Response

  Date: 04/15/2025

  The ************** Loyalty Support team reached out to this guest by email on 4/15/25 resolving their issue.

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  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 store today with my kid on April 9. Terrible customer experience and the man (owner?) behind the counter was so rude! I wanted to redeem a free scoop birthday reward for my kid that I received from the app, and the man said I couldnt use the reward. The reward has an expiration date of April 15 and today is April 9, so I asked why he didnt allow me to use it. I had the free scoop reward showing directly in my app. I tried to explain this to him but he insisted that it wont work. He just kept saying that he couldnt let me use the offer. And when I tried to speak with him, his exact words were "I DONT WANT TO TALK TO YOU!" And he walked away pretending to do something else behind the counter and left me alone

  Business Response

  Date: 04/17/2025

  The ************** Guest Support team emailed this guest on 4/17/25 requesting additional information to address their concerns.

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  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.

  On the morning of April 10, 2025 I went to this Dunkin around 6:35am and I ordered a brown sugar iced coffee with cream and sugar. I received my drink and pulled off. While I was driving to work I took 1 sip of the drink and it tasted like a nut flavor which I am allergic to. I called the Dunkin and said hi I just left there I ordered a brown sugar iced coffee and the employee who picked up said you have the wrong Dunkin I then called the other Dunkin that is on the same street and they said they were not the Dunkin I was at. I called the first Dunkin back and asked if they were the Dunkin next to *********** and the employee said yes. I said so this is the dunkin I just left, I ordered a brown sugar iced coffee but this drink had hazelnut which I am allergic to. The employee replied what does it say on the ticket I said there is no ticket on the cup. She said do you have the receipt I said not physically I used tap to pay. She said since there isnt a ticket or receipt there is nothing she can do. I said I have the receipt on my phone. She said this one time she can remake me the drink if I come back, I said its not about remaking the drink its about it being made with something im allergic to. She asked me what the lady at the window looked like and just asked me a few more questions about what I ordered and was rude and combative saying theres nothing she can do about it. She then said all the drinks are non allergens and that Ill be fine and wont have an allergic reaction. When I went back to the store when I got off work to show them the cup did not have a ticket and was hazelnut the lady kept being very combative and telling me its a non allergen, which how are people supposed to know that if they are just given the wrong drink. The employees said Im not the first ****** this happened to and wont be the last and theres nothing they can do. They offered to remake the drink again but I did not want another drink I want them to understand.

  Business Response

  Date: 04/15/2025

  The ************** Guest Support team emailed this guest on 4/15/25 requesting additional information to address their concerns.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  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.

  Good Morning, I'm a First Responder for the city of ******** and around 0809 hrs. I went to Dunkin Donuts at ********************************************* I ordered and paid for my food with the manager (Caucasian woman)who was on the register. She was very rude, by the way; no salutations, eye contact, nothing! Two older Caucasian men ordered after me, who she was very welcoming to; salutations through the roof. They got there coffee and food then left. All the while, I'm still waiting and then she realized my order wasn't even in the oven, with no apologies, she made my food and practically threw it at me. The phone number they have on file, no one answers.

  Business Response

  Date: 04/17/2025

  The ************** Guest Support team reached out to this guest by email on 4/17/25 resolving their issue.

• Initial Complaint

  Date:04/09/2025

  Type:Sales and Advertising Issues
  Status:

  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.

  On the morning of March 25, 2025, I had a slip and fall inside the Dunkin on the way to the bathroom. There was water on the ground and no wet floor sign. Following my fall, I was informed that I would be receiving an incident report. I have had to recieve medical treatment for this fall and continue to do so. However, I have yet to recieve an incident report or any acknowledgement from Dunkin stating that this incident happened. I have reached out multiple times in an attempt to get my incident report but have been unsuccessful for weeks. The Manager, Cassandre provided me her information and that of her boss, **** and claimed they would be in contact with the incident report.

  Business Response

  Date: 04/09/2025

  The ************** Guest Support team contacted this guest on 4/9/25 and was able to address their concerns.

  Customer Answer

  Date: 04/11/2025

  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. 

  I was not contacted by the business via phone or email. There has been no communication from this business for over 2 weeks. The response from the business was inaccurate. 
  
  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,

  Danbi

   

   

  Business Response

  Date: 04/17/2025

  The ************** Guest Support team emailed this guest on 4/17/25 requesting additional information to address their concerns.