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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
07/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Going through the drive thru at this location has been horrible, and the product I received (an extra large coffee with 5 sugars and 5 cream / I get 2 a day) was simply hot water and milk without sugar. I could not get back to the location once on the highway, and the location refuses to answer their phone
Business response
07/23/2024
The ************** Guest Support team contacted this guest on 7/23/2024 and was able to address their concerns.Customer response
07/23/2024
[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
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Every time I go to the Dunkin near my house in *************** the coffees are not good and the employees dont car because there not happy there. This needs to change I pay 4 dollars for a coffee it should be the way I want itBusiness response
07/23/2024
The ************** Guest Support team contacted this guest on 7/23/2024 and was able to address their concerns.Customer response
07/23/2024
[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
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I hate to have to file a BBB complaint on Dunkin, however; Dunkin refuses to further respond to remedy my issue. I go to Dunkin every day I go to work. I usually never have an issue. However, on 4/22/24, the cold brew I ordered (without sugar) had glops of sugar added. I HATE added sugar in my coffee; so it was undrinkable. I had to get off the highway to purchase another cold brew at full price. Waste more money and more time. Not cool. Dunkin initially responded and had the manager call me, however, I was unable to get in touch with him in person after that. I only go through the drive thru and am not trying to hold others up, either. Dunkins email initially said to respond to the email should the issue not be resolved. I did. Like 5 times. They refused to respond. I even opened a new case. They still refuse to respond. This is even more irritating. Then, this morning, I order a cold brew with cold foam. Cold foam costs extra, and there was NO cold foam. I basically paid the extra charge for nothing. I am attaching pictures for reference.Business response
07/12/2024
The ************** Guest Support team contacted this guest on 7/12/2024 and was able to address their concerns.Customer response
07/12/2024
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.
[this occurred in April. The issue wasnt resolved. I cant get in touch with anyone in person to get the free reimbursement and cold brew. I go to the drive-thru and its too difficult to resolve the issue in that environment.
Furthermore, since then, I paid for a cold brew with cold foam, and was never given the cold foam. Another time, half of my order was missing- sandwich and hash browns, and no one reached out after that request.
I would prefer an account credit instead of playing games and trying to get in touch with someone at the store. ]
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
07/23/2024
The ************** Guest Support team reached out to this guest by email on 7/23/2024 resolving their issue.Initial Complaint
07/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
For more than 60 days the "order ahead" feature that Dunkin Donuts corporate and this location promotes and drives customers to use, is over charging on all breakfast items 20-40% at this ********** location. I have used the Dunkin customer support email multiple times and spoke with someone from the store with no action to correct being taken. I even had identified that when ordering ahead, the systems pricing is entered incorrectly and charging 2x for eggs i.e. $1.19 per transaction. I'm not sure how many 100's of people have been price gouged in the last 2 months. But both the store management and corporate side are aware and continue to ignore. Which to me is an ethics violation on their part.Business response
07/12/2024
The ************** Loyalty Support team contacted this guest on 7/12/2024 and was able to address their concerns.Initial Complaint
06/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
From ********************* email : ********************* Phone : ************ Dear Dunkin Donuts Customer Service,On June 26, 2024, my sister and I visited the Dunkin Donuts at ************************************************************, from 5:20 PM to 5:45 PM. I ordered two medium mango pineapple lemonades. My sister, who is disabled and speaks slowly, waited for about 30 minutes. During this time, employee ******** falsely claimed she had been calling my sister and sarcastically asked, What did you think, we were just going to serve you?I noticed something in my drink and questioned it. *************** responded, refused to change the drink, and made a condescending remark: **** time, you need to know what to order, okay? When I mentioned ********* attitude while sitting at a table, she confronted us by sitting at our table, demanding, Come, tell me what you have to say here. No, tell me. Her confrontational and provoking behavior was harassment.Despite asking her to leave us alone, ******** persisted, laughing and mocking my sisters slow speech and broken English, causing her great distress. This can be verified by reviewing the surveillance footage. When I requested a receipt, she mockingly refused, laughing at us.******** showed blatant disrespect, particularly towards my disabled sister. My sister recorded some of *****************. I have been a loyal customer of ****************** for years, spending thousands of dollars. Instead of being treated with respect, we experienced harassment and disrespect. I intend to file a formal complaint with Human Rights against Dunkin Donuts. This case highlights the abuse and disrespect we endured. Such behavior should not be tolerated, and it is imperative measures are taken to prevent future incidents.Business response
06/28/2024
The ************** Guest Support team reached out to this guest by email on 6/28/2024 resolving their issue.Initial Complaint
06/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
May 24 i went to dunkin and went through there drive through. I was told they dont have receipts and they stated they scanned for points. 5.30 6.6 6.7 6.8 And none of my points were added. I contacted customer service and they said they wont add my points with out a receipt. I even sent them my bank statement.Business response
06/28/2024
The ************** Loyalty Support team emailed this guest on 6/28/2024 requesting additional information and to speak about their concerns.Customer response
06/28/2024
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 reject the response as the last email received was June 18th and they specifically told me they wouldnt credit my account because i didnt have a receipt! I have my bank statement showing the amount i spent and this location doesnt always give receipts and told me for the points i need to contact corporate and of course i received no help at all. I would like my points added from the bank statement provided
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
07/12/2024
The ************** Loyalty Support team emailed this guest on 7/12/2024 requesting to speak about their concerns.Initial Complaint
06/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have tried reaching out to the business directly as well as emailing and calling corporate with no response. I have tried reaching all of these people over 4 months time. My complaint is I go to get a hot chocolate at ***************************************************************************** and the drinks continue to come out as hot water with no taste or flavor. I have now wasted my entire gift card of $30 on diluted hot water instead of hot chocolate. I would like communication from the branch or corporate to resolve the issue and to find out why no one responds to my inquiries.This is unacceptable customer service to ignore customers concerns.Business response
06/26/2024
The ************** Guest Support team contacted this guest on 6/26/2024 and was able to address their concerns.Customer response
06/26/2024
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 have not received any communication other than an email saying give the franchise a few days to reach out to me. And then to reach out to corporate again. This is not my responsibility as I have noted I have tried reaching both corporate and franchise previously. Corporate should be assisting me with this complaint not passing it back to me.
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,Emma
Business response
07/12/2024
The ************** Guest Support team emailed this guest on 7/12/2024 requesting additional information to address about their concerns.Initial Complaint
06/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I have contacted the company many times regarding the same complaint. As a resolution I was offered a $15 gift card on 12/21/223 via email. I received a $5 gift card. The company via employee ****** refuses to honor the offer.Business response
06/26/2024
The ************** Guest Support team reached out to this guest by email on 6/26/2024 resolving their issue.Customer response
06/26/2024
[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.They reached out by email on 6-26-24 and agreed to mail a gift card to my mailing address. I accept that resolution as long as I receive the card in a timely fashion. I reserve the right to reopen the matter should the card not arrive. Thank you very much for your assistance.
Regards,
Nel CjInitial Complaint
06/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 06/08/24 at approximately 9CST I purchased 2 drinks and 2 sandwiches but had quite the experience. I downloaded the app and joined the rewards program to get a free drink. After ordering my free drink, the employee scanned my code in order to get the free drink for joining the program but told me the code was unavailable for certain drinks. I then ordered a different drink that I was once again told would be free. Upon making, the employee told me that the code would be invalid. Do not believe Dunkin resolved or reached out about this complaint because they have not. This complaint will be taken down once they do.Business response
06/12/2024
The ************** Guest Support team reached out to this guest by email on 6/12/24 resolving their issue.Initial Complaint
06/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
It was my granddaughters birthday (06/08/2024) and we went to pick up a cake for the 2 year old. While I waiting on the car , my daughter went to pick up the cake . When she came back to to go get some change as she only had $100 (****** said she wasnt going to accept it because she was opening the store the day after and she didnt want to deal with a large bill), my daughter looked really upset upon returning to the car. She proceeded to tell me ****** kept rolling her eyes because my daughter asked her to put the cake and the banana split in the refrigerator until she came back. Besides being extremely rude during the whole time my daughter was there, she screamed to the other girl because she wanted to redo the banana split as it was completely melted when my daughter came back.I am writing to let you know that I will never return to any baskin robbins again. There are a lot of business out there that will appreciate my money. Terrible customer service. Shame on you.Business response
06/12/2024
The ************** Guest Support team reached out to this guest by email on 6/12/24 addressing their concerns with the appropriate teams.Customer response
06/12/2024
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.
I have not been contacted by the business nor received an apology. As far as I am concerned, they do not deserve customers.
FAQ
Regards,******
Business response
06/26/2024
The ************** Guest Support team emailed this guest on 6/26/2024 requesting additional information to address their concerns.
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