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No such thing as customer service there!
Posted by Charmed1 on 02/11/2006
WESTFIELD, MASSACHUSETTS -- I recently went to the Dunkin Donuts on Southampton Rd. in Westfield, Ma.I could not get believe the poor, rude service I was greeted with. It wasn't crowded it was arond noon time. I ordered a med. coffee with cream and sugar, and a large strawberry coolatta. The girl who was waiting on me could not have been more then 14 years of age. My order was not repeated back to me it was barked at me. I noticed the mixers to the coolatta machine were not clean and had coolatta mix froma previous order(God knows how long) still on the beater. I requested that they make me another coolatta after they wash the beater off. The girl was very rude about it, so I requested to speak to the manager. When she came up to the counter instead of remaking my coolatta which is all I wanted done. She began to tell me that the beaters are stained and that my coolatta was fine. I left my order and swore I would never return. There are just too many other places that have adult servers and are polite and accomidating. Back at the office we all exchange our stories. What has happened to the term customer service? But then when you have someone in charge(manager) who has no people skills what so ever...well what do you expect will happen. GOOD BYE DUNKIN DONUTS...HELLO STARBUCKS!
     
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Posted by Anonymous on 2006-02-11:
They are probably glad you are gone. Your business is just a drop in the bucket.
Posted by Anonymous on 2006-02-11:
I'm sure they're sorry to see you go! I agree with SloMo. Do you really think that they care that you're not coming back? The loss of your business will have absolutely no affect on them whatsoever.

I think the only sad people here will be the employees at Starbuck, since they'll now have to deal with you.
Posted by Ponie on 2006-02-11:
You have a 'thing' about Dunkin' Donuts, don't you?
Posted by anti-idiot on 2006-02-12:
Vengeance on a donut shop. Wow. Everyone's out to get you aren't they?
Posted by just_say_no_to_stupidity on 2006-02-13:
The two main factors causing you to meltdown in a Dunkin Donuts: you were served by a 14-year-old and you got coffee residue on your coffee? Now you say you'll take your business to a place with adult employees? Take your residue-free coffee and bad attitude out the door too.
Posted by dsmith68 on 2006-02-13:
It does not matter if the lose of her as a customer will make no difference. The most important aspect is that she perceived her service to be poor and decided against paying for the item and also using them in the future. If more people did this, we might one day get back to having companies that cared.
Posted by odellj1 on 2006-09-27:
You are right on!

You know I am on the verge of writting a book on what horrible customer service Dunkin Donuts has. I am seriously planning on taking a trip across the US to see if this happens anywhere else aside from almost every location in Florida.
For the Past 2 years I have visited over 10 locations on what I would say an average basis. And not once (i'm not exaggerating) have they handed me exactly what I've ordered. I'm a little worried. Do these employees get interviewed before they are hired. It Started in Tampa everyday I would order a medium iced moca latte with 1 sweet and low and cream with a sesame seed bagel plain cream cheese NOT TOASTED. Seriously guys, WHY ask your customer if they want it toasted or not if yoú're going to toast it anyway? So After an everyday aquaintence of ordering the same thing for about 2 weeks straight, you'd think they'd get it right at least once. WRONG. Obviously Listening to your customers isn't a page in their handbooks.
I later transfered locations within my business to the largo clearwater area and went to a few Dunkin Donuts in that area. Same order, same problem. I think you're employees all need to get fired, I think you need a fresh start. They should at least (and I mean bare minimum have a high school graduate education). I don't even want to start on their new promotion with the spanish omelete. I tried ordering it the other morning, while I was starting at the advertisement on their order menu, and the guy told me they didnt have that and he didn't know what I was talking about. I would love to manage one of these stores, spend a little time showing these employees a thing or two about customer service and what proper procedure entails. I just hope Corporate doesnt walk into one of these stores.



With what you said. They did not repeat my order, and never do. That and I usually wait an average of 10 minutes to get my order.

*and the people commenting above, I'm sorry, you must work for the these companies receiving your what is min wage $5.15 an hour, no wonder why you dont put forth any effort.
Posted by Gidget198787 on 2008-09-09:
At the Dunkin' Donuts in the Springfield, Mass. bus station, I ordered a sausage, egg and cheese on (I can't remember what 'cause they were out of everything else to make it on. That was one of the most awful things I ever ate. The egg was like rubber, and so was the sausage. I had trouble biting the sausage. The whole sandwich was tasteless, like I had no taste buds. I couldn't taste the egg; I couldn't taste the sausage; I couldn't taste the cheese, nor could I taste whatever it was made on. Needless to say, I'm not excited about trying the new sandwiches at Dunkin' Donuts, even though I hear they're very good.
Posted by jessmessica on 2009-01-29:
I'm with you. I've never seen such crappy customer service. I was appalled by my experience at Dunkin Donuts. I'm beginning to think they take the workers who were even rejected by Walmart.
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Don't Let Them Pick for You!
Posted by Nea1 on 02/24/2006
NORCROSS, GEORGIA -- On February 24, 2006 I visited a local Dunkin’ Donuts on my way to work. I wanted to pick up a dozen donuts and an apple fritter for a business meeting I was going to have that morning. I had been to a different Dunkin’ Donuts 2 weeks prior and had ordered the same thing. The nice girl behind the counter said I could have the apple fritter as part of the dozen; it would just count as 2 donuts. That sounded fine with me.

At this location the family who owned the franchise barely spoke English. When I got to the counter the oldest member of the family (aka Manager) asked me what I wanted. When I ordered I asked if I could have the apple fritter count as 2 donuts in the dozen like last time. He said, “No, More money! It will cost you extra!” I was a little surprised that he was completely unwilling to work with me on it, but I let it go. Then he pointed at the wall of donuts and said, “What you want!” I told him to pick assorted donuts to make it faster on the line waiting behind me. The top row of donuts had by far the most popular and the best kind that were frosted and sprinkled. He ignored the top row completely. He proceeded to pick out the WORST, most dried out donuts that nobody wanted. They were terrible. Not one good, enticing donut in the dozen. There may have even been a bran donut in the bunch. I wanted to talk to the manager, but I think I was dealing with him, the Dad of the family whose word is law.

When he rang me up, I almost walked out. There were so many people behind me I didn’t want to make a scene. I paid and left; having paid extra for the fritter. When I got to work I looked in the box and couldn’t believe the horrible assortment. My co-workers tried to look happy that I surprised them. They each took one so I wouldn’t feel bad. They only took one or two bites and left the rest. They didn’t want to hurt my feelings. To top it all off, my apple fritter was old, hard and stale. The worst apple fritter I’ve ever had. I told them the story of what happened and they looked relieved. My manager said the donut he had was very stale. Another co-worker said I got the short bus box of donuts.

I will never go back there again!! My husband told me if we ever go to another Dunkin’ Donuts that we will stand there and pick out each donut one by one no matter how long it takes and no matter how long the line is. Don’t let them give you the oldest, worst, nastiest cast offs that no one else would pick just because you’re nice and don’t want to keep the line waiting. My husband tells me I’m way too nice, not next time!! I know this may sound petty, but if I walk into another Dunkin’ Donuts and they don’t speak English, I’m walking out!! They don’t have a clue about serving the customer! I don’t think they really care, as long as they get our cash.
     
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Posted by Anonymous on 2006-02-24:
Aren't you going to mention how the business meeting went?
Posted by Anonymous on 2006-02-24:
Why do you always get the "apple fritter" and I get a lousy donut with sprinkles? :(...
Posted by CaseyTucker on 2006-02-24:
Next time go to Krispy Kreme, if there is one where you live. The doughnuts are fresh, and the staff speaks English. The Krispy Kremes in the Chicago area are owned by Americans...the Dunkin
Doughnuts are owned by foreigners who barely speak English.

Buy American...buy Krispy Kremes!
Posted by Anonymous on 2006-02-24:
...And keep a good cardiologist's phone number nearby.
Posted by ejack053824 on 2006-02-24:
Krispy Kreme's ...mmmmm.......Should be called Cracky Kreme's!
Posted by CandyPickletoes on 2006-02-24:
With all due respect, anti, isn't that exactly what my3cents is all about. Isn't it a place for people to come and vent their frustrations and explain the issues they've had at various consumer locations? If not, I'm thinking the purpose of my3cents.com has been lost somewhere along the way. JMHO
Posted by Anonymous on 2006-02-24:
Good point Candy P. Come on A.I. if you got a stale apple fritter and your "crew" only took one bite of your two day old donuts wouldn't you be crushed? Poor nea1. :(...
Posted by Ponie on 2006-02-24:
Didn't you have enough 'brownie points' left over from what you brought in two weeks prior to please everyone? Or did you take money from Petty Cash to fund your largesse? I just KNOW each eater took a couple bites and let you know how awful they were. Each location is independently owned, thus the mix of merchandise you may run into. BTW--did your ancestors come to this country fluent in our language? This is one of the silliest letters I've seen on my3cents--but then, I haven't seen all of them.
Posted by Anonymous on 2006-02-24:
Ponie, if time allows do a M3C search for the following names... mjholly or Dr. Jeecheroo... You haven't seen silly yet.
Posted by tander on 2006-02-24:
You should of let the line behind you wait and picked out your own donuts, or when you saw what you were getting you should of stopped him.
Posted by Ponie on 2006-02-25:
zzrokk, I might try Dr. Jeecheroo, but I'll pass on mjholly. Read enough of his stuff on another forum.
Posted by Ms.Consumer on 2006-02-25:
zzrokk said "Why do you always get the "apple fritter" and I get a lousy donut with sprinkles? :(... "
My thought exactly. I bet you sneak that apple fritter out of the box before "surprising" your co-workers. hee hee

Posted by Ms.Consumer on 2006-02-25:
anti-idiot.. you need to shut the eff up.
Posted by holycrap on 2006-04-13:
lol
Posted by Anonymous on 2006-09-27:
Don't let jerks get to you. No offense, but stand up for yourself! Anyone who would get miffed that you were chosing what you wanted is a hypocrite. I SURE would never have taken those doughnuts, as a matter of fact, I would have corrected him, and if he gave me trouble, I would have left. You NEVER have to put up with stuff like that!!! People like that make me sick.
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Coupon Use
Posted by Wend on 02/18/2006
LONGWOOD, FLORIDA -- On Feb. 18th my daughter and I went into our local Dunkin Donuts and I had coupons to use. The coupons state "one coupon per customer per order" I gave my daughter her coupon and she ordered. When I ordered and tried to pay for mine with a coupon I was told that I couldn't use a page from the same book.

This sounds so trivial, but when a company has a policy and it is not stated on said "coupon" how do they expect to enforce it. What ever happened to "the customer is always right." (probably doesn't apply to all situations,but to this one it does) Besides NEVER going back to that particular location.

I will contact the manager of the store and file a complaint. Any ideas on getting my message to the very top?
     
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Posted by Ponie on 2006-02-19:
If one person paid for the 'two' orders, I that would be considered one order. If you're going to write to contact the manager, why didn't you ask to talk to her/him while you were in the store? The expression 'the customer is always right', went out when customers started demanding above and beyond to which they were actually entitled. I think it's about time, too. Just look at some of the unreasonable requests presented on my3cents.
Posted by Anonymous on 2006-02-19:
If you want to get your message to the top, you might want to think about leaving out the line 'the customer is always right'. The customer is NOT always right. Especially when then demand more than they deserve, like ponie pointed out.
Posted by patti_25 on 2007-02-10:
They should have let you use them. They do at my local one, and I worked at DD, they are supposed to accept it like you tried but scummy managers try to discourage it cause they lose money at the end of the day.

Now class, lets do the math, one coupon per cutomer per order. That therefore means that if TEN people came in and placed ONE order, you could use TEN coupons, because it is one coupon for each customer in each order.

They were wrong and while I wouldn't complain this time, I would go back to that DD and tell the manager that if he ever tries a stunt like that again, you will complain. Apparently the CEO for DD does take these complaints seriously cause he just dealt with another one on here regarding NAPKINS.
Posted by Starlord on 2007-05-30:
Let's see. The manager plays fast and loose with the coupon restrictions, as he feels he will lose money. Customer gets angry and decides never to come back, and talks a dozen friends into not going to that store, either. One coupon sale affected versus 13 customers lost. Which do you think affects the bottom line more?
Hmm-m-m-m-m-m-m-m-m-m!
Posted by Kature3 on 2007-06-09:
I agree with JayD. As long as they are separate orders they can use both coupons. Best thing to do is call and ask for the owner instead of a manager because most are franchisee owned and you could get a response that way faster.
Posted by inblueseas on 2007-10-26:
This worked for me only because I sent my friend's child ahead of me with his own money and his own coupon. I thought this was a foolproof way of using two coupons in one visit. However, I would think most Dunkin Donuts would be nice enough to let you use both coupons--especially if you're with a kid. Sometimes the managers need to loosen up a little.
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The Cups ALWAYS Leak
Posted by Gixerrdr on 12/24/2013
CITY ISLAND, NEW YORK -- The cups ALWAYS leak. Very annoying when it becomes a puddle in your cup holder or drips while you're walking around the house. They haven't and probably never will do a thing to fix it…maybe a class action lawsuit will get their attention. Otherwise that's the tip of the iceberg with the city island location. English speaking workers would be nice too so the orders aren't always messed up and you don't have to constantly repeat yourself.
     
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Cheap Company
Posted by Marythibeau on 12/04/2013
The company asks for a review and gives you a free doughnut for that service. The company now will give you the doughnut but not senior citizen discount, it is one or the other.
     
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Posted by FoDaddy19 on 2013-12-04:
Many businesses don't let you combine discounts/promotions, it's not unusual at all. I'm no sot sure that it's Dunkin Donuts who is being cheap here.
Posted by Cwazychicken on 2013-12-04:
as much as it is to get a discount on things, companies do not have to offer one at all. I know a lot of places that don't...
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Overpriced and Undersold
Posted by Bellaflop on 06/11/2013
PENNSYLVANIA -- Went through the drive through and not only were the prices for the iced coffees not clear and listed, but when I order mine I get to the window to find out that it was a dollar fifty over what I pay for the same exact product I pay 2 dollars for at a different location. (well actually the other locations make the coffee better) This will be the last time I EVER goto that location again. Plus the kid at the counter had a ridiculous scum stash and to be honest I don't trust him with my food. Shave your face if you work in food service . It's common courtesy. Very disappointed.
     
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Posted by ilovemyson on 2013-06-11:
Dunkin donuts are owned by different people so they make their own pricing, this happens with any company that is owned by different people.. And just because you work in food service doesn't mean you can't have facial hair and I think it's rude of you to make a comment about it.
Posted by DebtorBasher on 2013-06-11:
I have to agree...I would not eat food that was prepared/handled by anyone with scraggly facial hair. There are 'beard nets' for those with beards...but I still wouldn't like it. Sure, we don't always 'see' who prepares our food in the back..but, If I do see them with the scraggly facial hair, it is my choice to eat there or somewhere else...and I would eat somewhere else.
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Unsanitary - Handling money and food at same time
Posted by on 11/24/2012
NEW HARTFORD, CONNECTICUT -- I went to the New Hartford CT Dunkin Donuts to get donuts for my family in the drive-through. When I got to the window I gave the women my money and she then handed me the bag of donuts. Before leaving I opened the bag to make sure that everything was in there. One of the donuts were wrong and I asked if she could correct the order. At this point, the woman had been handling the money transaction and handing my food bag wearing latex/rubber gloves. I thought as long as she is just handing me the bag and not touching my food it would be fine. But no, in front of me, I watched her take my bag back, put the same grimy money gloves covering her hands back into the bag. She sorted through my donuts with her dirty gloves to find the one that she put back into the bin and give me another one. She never changed her gloves. The same gloves that probably had been changed all morning. I am paying just about a dollar a donut but never asked for a side order of germs (Flu etc...) I left the drive-through only to park and go inside to return the donuts and get my money back. I question whey people wear the gloves since they don't use them for what they are intended for. Obviously the women was using them for her own safety and not concerned for the customers. I have watched employees at this store conduct these unsanitary practices before. I am not interested in going there again. Oh in addition, the counter register at this store has not been working properly for a long time now, weeks. The item prices will not come up so you will not know what you are being charged for unless you remember to ask for a receipt. Do so. Your may be getting charged a little more than you notice. Each person adds up. Why hasn't the register been fixed yet??
     
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Posted by Dana on 2013-10-08:
A few germs help keep you healthy and you immune system up I more concerned about the sanitation in the back room
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Quality of product
Posted by Mikesfancycakes on 11/01/2012
HOLLIS, MAINE -- I've been in the food service industry for over 40 years.
This new turkey cranberry cheese sandwich is terrible.
For one thing the turkey is processed. The combination of the processed
meat and the cheese overwhelms the cranberry sauce.
Try fresh baked turkey with cranberry sauce and stuffing next time.
While I'm on the subject of your products, particularly your donuts.
Your filled donuts are not cooked enough--They should be light and fluffy.
I fried donuts for over 10 years. Another thing, I ate more than three
quarters of a Boston creme donut before I tasted custard.
Thanks, Michael Petrin
     
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Posted by BigAl on 2012-11-02:
This is what new corporate ownership who only worries about todays profit can do to a company.
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Disrespect of My Wife by Employee
Posted by Katie163 on 08/26/2012
LYNDHURST, NEW JERSEY -- On the afternoon of 08/26/12 My wife had stopped with my mother-in-law for a coffee and a little time together to talk. When they were on their way out, my wife had decided to purchase a pound of coffee. My mother-in-law had mentioned why don't you purchase the one at 10% off. My wife decided to do just that and mentioned to the employee behind the counter that it said the product was 10% off. The employee went on to say sarcastically, "That's not 10% off! Where did you go to school? Can't you read!"

My wife was shocked and immediatley left the establishment, as the employee sarcastically yeld, "Pick it up! Put it back." When I was told about this needless to say I was infuriated, but knew what could I do, but tell her, never go back there again, they don't know how to treat their customers.
     
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Posted by Tezrien on 2012-08-26:
Make sure you call the store's GM first thing Monday morning. Management can't fix what they don't know about.
Posted by prince caesar on 2012-08-27:
ohhh.....I wish they would have said that to me, they would have been chewed a new you know what
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They Asked if We Wanted Our Receipts Then, Charged Double, They Should Not Be Asking if We Want a Receipt.
Posted by Mustafovskiusa on 08/08/2012
We were charged double. They asked if we wanted a receipt, which they should give to us without asking.

I am very upset because I am always there buying my coffee, something needs to be done.
     
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Posted by unhappy999 on 2012-08-08:
They probably ask if you want your receipt because a lot of people would just leave it on the counter or throw it on the floor. Most people don't need a receipt for coffee and donuts. If they charged you double, did you tell them about it and get it corrected when it happened?
Posted by Anonymous on 2012-08-08:
What's wrong with asking if you want a receipt? I get asked that at Subway and Starbucks each time I purchase something. I always say no because keeping the receipt does me no good. It also cuts down on the amount of junk in my purse.
Posted by biomajor on 2012-08-08:
I prefer that they ask, because I don't want it
Posted by FoDaddy19 on 2012-08-08:
I for one don't bother for receipt for fast food and and the like. No harm in them asking if you'd like one, I'll bet most people don't want a receipt for a $2 or $3 cup of coffee.

As for the double charge; did you bring the error to their attention and if you did what was the outcome?
Posted by jc on 2012-08-09:
I always say yes when asked if I want my receipt...precisely because of things like this, whether intentional or not..being double/incorrectly charged happens. If I don't have my receipt I don't know and may or may not realize it when I see the charge go through.

I'm with you OP, they should always give the receipt without asking if you want it...those that don't want their receipts will say so and ask the cashier to toss it.
Posted by A dunkin employee on 2012-08-27:
You know what is funny?
This girl came into my dunkin and tried to get me fired over me handing her the receipt without asking her if she wanted it or not. And after they watched the videos she changed her story to i made her coffee incorrectly, to then i was very rude from the start,
You come to dunkin, i make sure i wrap your receipt around your card because we are required to give it to you. Or ill give it to you with your bills and change if you do money.
I am glad you asked here tho OP, because you could have gotten an innocent person fired over this. Is it really too hard to say "Sure! Thanks!"
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