Dunkin Donuts Coffee

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A Great Place to Receive Poor Customer Service and the Wrong Order.
Posted by on
Rating: 1/51
FAYETTEVILLE, NORTH CAROLINA -- I have been a regular customer at Dunkin Donuts for a few months now, I go by and grab a coffee on my way to work. Everyday the employees (especially the morning manager) have a terrible attitude and become upset if you ask them to repeat the order back to you or to check your order after you give it. On several occasions I have also been given the wrong order or incorrect coffee. During my most recent experience I actually decided to call and let them know that they had indeed given me the wrong product (I have never called to complain before, this was my first time; although I continuously have been given the wrong order) I was assured by the manager they would replace it upon my next visit.

As I went this morning to get my free replacement coffee after explaining that it was I who had called; I was REFUSED service by the manager since he "recognized me as being a regular customer". I didn't realize giving consistent business to a company was perceived as a bad thing, when I was working in customer service jobs I always took it as a positive connotation.

I must say that besides the terrible customer service, the coffee quality here is iffy as well. Even when it isn't busy and you're the only person in line there is a 5-10 minute wait. After this incident I will no longer be a customer of this Dunkin Donuts, I will be taking my business to Starbucks from now on...
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All for some coffee
Posted by on
NEW YORK, NEW YORK -- I walked in, second time in my day, to order a medium hot coffee. My order was being taken care of from another employee whom I don't remember her name [snip], was in the side room yelling and complaining about how she could only depend on another employee to not "f*** things up" (pardon the foul language.) She was going on about how if she could leave the store, that she could depend on this employee to not mess things up and that another employee is very undependable. I don't recall the name of the employees she mentioned.

Back to my order, once I received my coffee and my receipt, paid by my debit card, I noticed when I was leaving the store that the receipt was marked incorrect. I was charged for a small iced coffee priced 2.33 (?) when the medium hot coffee itself is just 1.98. The price difference didn't matter to me, it was just a couple of cents. However, I still wanted a correct receipt for my records, so I went back to the cashier who gave me my order (again not sure what her name was, might have been Sheryl.) She didn't know how to refund the money back to my debit card so she called over [snip]. When Jamie came to the cashier after seeming quite upset, she looked at me and asked me "okay so what's the problem?" I told her the order on the receipt was wrong, and she responded something like 'my god these people' or 'I'm not going to be able to even leave today,' very loud and totally inappropriate. She took the receipt and started subtracting from what the iced coffee was priced, to the medium hot coffee that I ordered. She looked like she was having trouble also putting the money back on the card, so I simply said just give it back to me in cash. When she was planning on giving me back cents, I told her about her store's policy. When I showed her the store policy which was stamped all over the store (which stated if your order is incorrect on the receipt your order is free)she flipped. She yelled at me, asking me if I was "busting her balls" and if I was "fu**ing serious." I asked her to calm down, that its your store's policy to do what is required. She continued to yell and say "your fu**ing kidding me", and asked me what is it that I wanted for free. I told her that again, that her policy was that my order was free, so I would just take my coffee. And again, she yelled and responded back that if I was "Fu**ing with [her]" I told her she needs to calm down, and asked her for her name. She wrote it on the receipt and practically threw it at me, saying [snip]. She then yells at me saying shes having a "Great day" so I responded when I received the receipt "Yea I'm having a great day too, and its about to be wonderful once I make this complaint." She told me that I can do a complaint online (which I know is not true, and if it was, I would rather speak to someone directly in charge.)

So she continued to yell, and stated that she was going to call her boss. I told her that's great, because I can talk to him as well. She told me "Oh well, that's your problem now isn't it. Your not going to speak to my boss." And I told her, so let me speak to your manager. She snapped back at me telling me that she is the manager. I told her "that's great, your showing your employees how real customer service works." She started to call her boss saying out loud that she doesn't "need this." While she was speaking to her boss, she asked him "do you want to speak with this sir, because hes just standing here and wants to speak with you." Seconds after talking to him about the incident, [snip] was yelling in the background saying that "Don't lie sir, don't lie." I simply told her "I'm lying? Sorry, but lying isn't something I do." Then she was screaming to get her cellphone back, which I did shortly after I asked her boss for his cellphone number. I called him on his cellular phone and he told me he will send me an email and try to deal with this incident.

I called him the next day and asked him as a reminder on what was the manager's name. He said Jamie. I asked for a last name and he simply said he didn't know. I then asked him for his full name which I didn't get when I first spoke to him. He said Sherief. I asked for a last name and he refused to give it. I reminded him that he hasn't send me the email, and email that I thought was to report the incident. The email he said, was only just to receive a complimentary meal at his establishment. That's not what I wanted however, I wanted a professional email to receive my complaint and save it on file.
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Anonymous on 11/08/2010:
I feel like he was antagonizing her too BUT I think she kind of deserved it. The OP didn't go into the store to pick on anyone. He just wanted a coffee and was more than willing to pay their advertised rate for it. THEY made the error and should have been a bit more gracious in making it right. Nobody wants to pay their hard-earned money and hear all that lip.
Venice09 on 11/08/2010:
Yeah, Lee's comment made me realize that I had left out the most important part.
Mpiers on 11/09/2010:
Excuse me, but what it boils down to is that DD makes their policy clear. Correct charges/receipt or the transaction is free. Period. It doesn't matter how upset or antagonistict a customer is, the policy is stated IN WRITING! You deserved a full refund, and I would NOT have left until I received it. It's not your problem if a DD employee is incapable of working a register and charging correctly. You came in for coffee, not this headache they gave you. And the language they used - unacceptable. At this point, you're due more than just a refund. You're due a personal apology by all the parties involved. Their behavior is unacceptable.

The OP didn't make a mistake, DD did. And DD needs to live up to their error and stand behind their policy. Period. There's no other issue to discuss here. It's black and white.
Venice09 on 11/09/2010:
It's true that DD made the mistake and not the OP, but I don't think it's black and white. The OP seems to have contributed to what happened afterward. Why didn't he just remind them of the policy instead of insisting on a refund or credit for the overcharge? It looks like he was just giving them a hard time. Of course that's just speculation on my part because I wasn't there, but that's the impression I got from the review.
Anonymous on 11/09/2010:
This review is good. The OP wasn't yelling or cussing like the employee was. Regardless of it being a few cents, does not make it "alright" for an employee to yell, cuss, and be unproffessional to a customer. Wow. I really hope you contacted DD corporate and explained this to them. That employee is obviously in the wrong line of work.
Anonymous on 11/09/2010:
"She told me that I can do a complaint online (which I know is not true...)"

Sure, you can!


momsey on 11/09/2010:
All you can do is report the complaint and move on. You talked to the manager, you wrote a complaint here, you can report a complaint online, I'm not sure what else you're looking for. You're not going to get heads to roll, which is what I suspect you're looking for. The manager has no responsibility to you to tell you what the punishment was for the employee's behavior. If I were you, I wouldn't return.

There's no reason that you need last names of anyone, so I don't blame anyone for not giving that to you.
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Customer Service Doesn't Exist!
Posted by on
WELLSVILLE, NEW YORK -- I am getting beyond furious with Dunkin Donuts.

I visited their store in Wellsville, NY and had to deal with a snobby little teen who was the only one working the counter. She acted as though doing her job was a huge burden. Due to a lack of options for a latte, I decided to place an order, anyway. I ordered a large latte and a donut. My latte was only filled 1/2 way full... quite literally. So by this point, my blood was starting to boil. I couldn't believe she had the nerve to had me a large cup that was filled only halfway full! The donut was disgusting and stale. I'm NOT the type to gripe about hot coffee... I expect it hot. However, there is hot, then there is the point of scalding where it is ridiculous. When I took my first drink of coffee, it scalded my mouth to the point where the roof of my mouth literally peeled off, and it burnt my throat the whole way down. That coffee sat in the car in cold weather and was undrinkably hot for over 15 minutes. Trying to get my money's worth, I let the drink cool and decided to give it another try. Not only was it ENTIRELY too hot, but it tasted like CRAP!!!!! That is by far one of the worst tasting excuses for a latte I've ever put in my mouth. I wrote to Dunkin Donuts through their website's customer service and received the generic "I'm sorry you had a problem" b.s. where they told me they were going to forward the message on to the district manager. After two weeks of not hearing a WORD, I was pissed and decided to write them YET AGAIN. I'm now going on ONE MONTH after the incident and have YET to be contacted regarding the matter! I will NEVER AGAIN buy so much as a pack of sugar from this piece of crap establishment. I think that in an economy as bad as this one, businesses can't afford to have such crappy customer service. I will SMILE when this company falls under for their crappy business plan and complete and utter lack of customer service. They lost me as a customer for life, and I will do my best to pass on the word of just how crappy they are.

Word of mouth advertising is one of the most effective... guess they never learned that, or they just don't give a crap. Either way, I'm DONE. Give me Starbucks!!!!!!

I worked at Disney World and received numerous guest applause-o-grams for outstanding customer service. I understand the need to please the customer, and I expect to be welcomed with a smile when I enter an establishment.
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dimplepie on 01/23/2009:
You sound very pleasant!
Ponie on 01/23/2009:
dimplepie, how right. But you'd be unpleasant too, if you had no roof on your mouth. :) I stopped counting when I got to five times for the use of that four letter word, along with the two letter extension. My opinion of this 'complaint?' It's stinky.
DebtorBasher on 01/23/2009:

When drinking a HOT drink...sip before you gulp! I learned that when I outgrew my sippy cup.
jktshff1 on 01/23/2009:
'sup dimple? good to see ya back.
for the poster:
Hot coffee is HOT!!duh
the foam on the latte usually fills up 1/2-1/4 of the cup.
Anonymous on 01/23/2009:
Blah blah blah. You burned your mouth. Blah blah blah. Unless you are doing a Frappie from Starbucks, coffee is SUPPOSED to be HOT. Jez, are you the person who has to have warning labels on everything, including the lawnmower which says, "Don't stick your hands in the blade while the mower is running?"
Anonymous on 01/23/2009:
PS In wishing DD out of business, you wish people out of jobs. If people are out of jobs, it affects the economy around you. If your local economy is affected, then your property values are affected and your tax base is affected. So, in a sense, you are wishing yourself screwed.
Ponie on 01/23/2009:
sherdy, LOL!
Anonymous on 01/23/2009:
I have a hunch that they won't miss you.
Starlord on 01/24/2009:
Better get your Starbucks fast. According to the news on KIRO7, Starbucks is laying off thousands more people. You sound like that [woman] who sued McDonald's because she took the top off her coffee and stuck it between her legs while driving, then was surprised that it burned her. Coffee is HOT [snip].
Anonymous on 01/24/2009:
Starlord, that is just depressing.
sarahnkrystal on 01/25/2009:
Everybody knows the latte is hot, they aren't filled with cream to cool them off. Sorry that you burnt your mouth, but I've been drinking latte's from them for years and I know not to sucka big mouthful down right upon receiving.
jessmessica on 01/29/2009:
Sherdy, I can't say I feel too bad for the people that would be losing their jobs at Dunkin Donuts. In this economy, if you can't do your job right, there's no reason you should keep it. There are thousands of people who would slap a smile on their face and be pleasant just to have a job.
justmom2 on 01/30/2009:
and I'm sure there are plenty of people who would just love to slap YOUR face. Grow up maybe Mommy needs to blow on your hot food like when you were 2............
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1/2 hour for 2 wrong coffees
Posted by on
ASPEN HILL, MARYLAND -- This is a copy of a letter and an e-mail which I sent to the Dunkin Donuts corporate office this morning. Tomorrow morning I will also address a copy to the franchise owner. I know it sounds pretentious, but am so very angry!


Dunkin' Donuts Consumer Care
130 Royall Street
Canton, Massachusetts 02021

July 7, 2005

Dear Sir or Ma’am:

This morning it took me about half of an hour to obtain two cups of coffee, which is thoroughly unacceptable. At 5:54 A.M on July 7 2005, I drove up to the TOGO's/Dunkin’ Donuts store at 13810 Connecticut Avenue in Aspen Hill Maryland, and found one vehicle at the window in the drive-through lane.

Outside of the entrance on the parking lot side, there was a gentleman employee with a headset on, motioning to a bus driver to park in the parking lot to come inside. There were no other passengers on that bus, just the driver. I waited until the employee with the headset was inside and through the speaker he said that he would be with me in a minute.

Meanwhile, the early morning rush hour was beginning to get underway. Six of the seven vehicles which had driven in behind me pulled out of the line to go through the Connecticut Avenue exit. Each potential customer was quickly replaced with another. By this time, the gentleman driving ahead of me had also left. I drove forward to the window to take his place in line. I had thought the long wait was due to a staffing issue, but now I saw that there were three people behind the counter.

When I pulled up to the window, one female employee told the other that customer in front of me had left. “Don’t worry about it,” replied the second female employee. “It happens all the time.” This nonchalant attitude struck me as quite unethical.

When I was handed the wrong order, I repeated the correction politely. I had ordered two large coffees, not one. The employee rolled her eyes and I patiently waited eight and a half more minutes for one additional coffee.

By now there were no less than nine vehicles behind me in line, with eight more additional drivers who decided not even to wait – but to look at the length of the unmoving line and continued to drive through the parking lot. (One had the audacity to blare his horn at me as if I had been holding up the line. I was humiliated to take blame from a stranger for the lack of professionalism on the part of Dunkin’ Donuts employees.) I personally counted a loss of twenty-four customers in approximately half of an hour.

I was able to finish getting my order by 6:29 A.M.; neither coffee was as I requested it, but I hadn't the time to get the coffees I ordered about half an hour ago. Needless to say, I am quite livid about this experience. This is ultimately a milestone of a marked decline in the quality of service of this venue, which I had thought was one of the better Dunkin’ Donuts. Although this morning was by no means and anomaly, this was the worst experience I have had to-date.

I look forward to hearing how you plan to address this disheartening issue. As a loyal customer, I expect that this will be addressed quickly and will not happen again with the proper training and guidance of effective management.

Thank you,

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miketech on 12/10/2005:
Sounds like you experienced what I did in a different way. About 2 years ago I went to a Dunkin Donuts and ordered a dozen donuts the employee was SO stoned I mean STONED, like he was a stoned extra in the movie Train Spotting, poor guy his eyes were blood red and he slurred his words and he could barely stand. So it takes about 10 mins to steer him towards the donuts I wanted, OK I was being mean mixing and matching. So The total comes to say $3.23 and I give him exact change grab my donuts and he hands me a $20.00, I said I gave you exact change and he gets perturbed and says I gave you your change. I just said Thanks and left. Oddly enough I never went back. It had gone way down hill and filthy and I was scared to eat there. I think drugs were happening at yours too.
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Dunkin Larceny
Posted by on
GROTON, CONNECTICUT -- I have been a DD customer for over thirty years--my local shops in Groton, CT are all owned by the same family...and you know what that means. First they took away our senior discount which amounts to approx. 25 cents a day if you buy 2 cups every day (which I almost always do). Multiply that out for a year and see what the customer's loss comes out to! And now they charge you for a medium coffee if you request a small cofee in a medium cup. The reason I make this request--and I have for years and years--is because the small cardboard cup is super-hot and comes with an insecure lid. A number of times I've had hot coffee spilled all over me because the window server did not see that the lid was securely in place. But that's too bad--if you want to order a small coffee in a medium cup you have to pay the medium price--although the owners will deny this and claim they are charging you for the cup only. What does it matter--you are buying a medium coffee and getting a small...whichever way you look at it. These people are capitalist thieves--they do not care about the wishes of customers who frequented DD back when they were in diapers. All DD Corporate did was to agree with me that I shouldn't have to pay the additional money for a different cup--and sent me a few freebie coupons. Whoopee-do! DD-Corporate is the same operation as many of these locals--indifferent and always trying to buy your complaint off. I'm just plain disgusted. The next thing you know they'll be charging us for the donut hole.

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Vinnie11 on 06/29/2011:
The do sell the donut holes...lol!

Times are hard for everyone and businesses are tightening their belts and pinching pennies too. It's a real shame about the senior's discount though.
trmn8r on 06/29/2011:
"Multiply that out for a year and see what the customer's loss comes out to!"

Looked at from another angle, see what the company's loss came to prior to this change of policy.

Times are tough all over. No so hard that you pay for the hole though.
Venice09 on 06/29/2011:
Vinnie.. haha! You beat me to it! They're called Munchkins, OP.

I know what you mean about the medium cup v. the small one. That's why I buy a medium. I wouldn't mind paying a few extra cents for the cup, but I don't want to pay for a medium coffee if I'm only getting the small amount. If the senior discount makes a difference in your finances, perhaps you could cut down to one cup a day. That would save you a lot of money.
drugdoc121 on 06/29/2011:
Times are tough but if I owned a business I would "eat" 12.5 cents/cup to have a repeat customer. Especially a senior citizen. It's a good faith gesture and good business for someone that lives and serves their own community. I am guessing that this economy has hit our seniors especially hard. Many can no longer find part-time jobs and while some may say, neither can college grads, well college grads don't normally have the dire expenses that normally come as one ages. Add those expenses to the slim hope of an income and every little bit adds up. Is 13 cents in our senior citizens' pockets really going to hurt DD? Really?? I'm with you OP.
drugdoc121 on 06/29/2011:
And no, I'm not a senior citizen, not even close! :D
onlooker on 06/30/2011:
the unit cost per cup - small / medium -is minimal, especially for DD purchasing power. Unit costs for 3 more oz water and the coffee is minimal - DD probably earns more per oz when selling the 'larger' size coffees. (kind of an industry rule of thumb) BUT their costs have increased. Their sales and ordering is probably keyed to cash register...no way to be flexible. So if you really want the coffee bring a holder, or cup to transport with and don't let family or inflexible computerized stock-keeping make you feel ripped off.
Alain on 06/30/2011:
Venice, cutting down to one cup a day would save money, but there are some things I won't compromise on. I want my 2 cups! Good review & comments.
Venice09 on 06/30/2011:
Good morning, Alain.

I drink three to four cups, but I save money by making it at home. I consider DD coffee a treat and not something I would buy everyday because it does add up. If someone really can't afford to buy coffee at DD without a discount, I think they should just make it at home.

With the rising cost of coffee, maybe DD dropped the discount and started charging for medium cups instead of raising prices.

If coffee gets any more expensive, I might cut back, but I could never give it up!
Alain on 06/30/2011:
A very Good Morning to you, Venice! I agree making it at home is the way to go. I like mine strong with 1/2 and 1/2 and probably wouldn't be satisfied by commercial brew. Coffee, like everything else, is getting expensive so you're probably right about DD charging for the medium instead of raising the price.
Starlord on 06/30/2011:
Doc, I do happen to be a senior, and I do not expect a discount. It is nice when a place does give one, but they are not required to do so. As to getting a small coffee in a medium cup, they inventory by the cup, just as they do with soft drinks. It is the only way possible to inventory liquids. If you got water in a medium coffee cup, they still have to charge you for the cup, as that is how they are charged. If you want a medium cup, then order a medium coffee. Simple. I wish we had a Dunkin Donuts here, but alas, we don't, and Safeway bakery donuts just don't measure up. At least in Casa Grande, AZ, we had Bosa Donuts, small operation, but superlative pastries.
A dunkin employee on 12/16/2011:
I work for dunkin and I can tell you at my dunkin, we do not get a discount for anything.
It is horrible to tell people they cannot get a discount, and many get very pissed off about it.
The small hot cup is very badly designed. Do not order black coffee in it, unless you want the chance of something bad to happen. Ask them to double cup it, they must say YES Sir/Ma'am. If they do not, talk to their manager.

But! If the store policy is to charge for the
cup, then sadly you must do it, or find a dunkin that doesn't. They are not owned by the same people, so some may be different than others.

Next time, ask specifically for it to be made in a medium cup. If they say they have to charge you extra, tell them you want to talk to the manager because they are not honoring your REASONABLE REQUEST. But! If their policy is to charge the cup, you may be stuck at a dead end.

At least at my dunkin, we do anything with-in reasonable limits. A size up in cup really isn't a deal, they just need to mark it as a throw away. It is only a problem when employees automatically make things in a size up. I.E for hot chocolate withed whipped cream.

I have made dunkachinos in medium ice cups, made medium ices in greatone cups. Yes it is not standard protocol, but if a guest specifically requests, the employees MUST honor it. I did draw the line when a customer asked me to slice them two whole lemons and squeeze'em into a cup so they could have lemonade.
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Decaf coffee
Posted by on
DANBURY, CONNECTICUT -- I go to Dunkin Donuts all the time in my town. I go to several different locations. At each location at one time or another I ask for decaf coffee. I cannot have caffiene. When I get to the window (drive through) I ask the person working if it is decaf. Sometimes they just say yes, sometimes they say they don't know. I can't tell if its decaf until I drink it and then my heart starts beating fast and I start shaking. One incident was when I ordered a decaf coffee. I went back to work and drank it. I started to shake and my heart was pounding. I went back to Dunkin Donuts and went inside. I asked for a decaf coffee which the girl behind the counter made but she made it with regular coffee. I asked to talk to the manager and explained it to her. "oh my people would not do that" she said. I told her that I just watched her make it and it was not decaf coffee. She was not helpful at all. When people ask for decaf there probably is a good reason for doing so. If I say something to any of the employees they usually laugh. Or one time a girl made me a regular coffee which I watched her do and when she gave it to me I asked her if it was decaf and she said oh you wanted decaf didn't you and started laughing. Well I am not laughing and one day this could end me up in the hospital. Will they be laghing then?
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Skye on 01/21/2011:
You could try to contact corporate. But since you have serious health issues, maybe it's best to avoid DD, since they cannot get it right. No use ending up in the hospital, or worse because they cannot get your order right. I know, I know, they should be able to, but so far you've had nothing but issues.

Beter safe then sorry.
azRider on 01/21/2011:
here is what I'm thinking. if you know coffee can cause you health issues enough to go to the hospital, why are you drinking it? why take the risk? sure you like the taste of coffee, in that case make it at home where you know its safe. when you go to get donuts or any other fast food, ask for herbal tea. not black tea, herbal. can't stand that, have water or bring a thermos from home. you have to bear some responsibility for your actions. if you choose to drink coffee that can harm you, then you have to live with the fact that your actions will hurt yourself. nobody is at fault but you. when you say a hospital visit the responsibility is on you to prevent it when you can.
momsey on 01/21/2011:
It's a valid complaint, but I agree with the others - if your avoidance of caffeine is so important, you're best off making your own coffee. Even if they give you "decaf" coffee, a lot of times, it still has a lot of caffeine in it.

Dunkin Donuts is responsible for giving you what you ask for. But they will make mistakes. And if a mistake could land you in the hospital, then don't go.
Anonymous on 01/21/2011:
Doesn't decaf have a small amount of caffeine in it?
clutzycook on 01/21/2011:
If you are that sensitive to caffeine, perhaps you should make your own decaf coffee at home rather than put your life in the hands of a bunch of strangers.
Obsfucation on 01/21/2011:
Yes Shorty, it does. I'd like to know how OP knows it was not decaf she watched being poured. I've watched my coffee being prepared, and there's no waay I'd know before tasting it.
Anonymous on 01/21/2011:
I respectfully disagree with the majority of the comments above my comment/post. It is NOT the OP's fault. She is paying money for a product and not receiving the proper one. How does DD's negligence translate to her fault or desire for coffee?

Since when should someone feel guilty or at fault for ordering a product or service and not receiving what they paid for?

Very valid complaint!
Skye on 01/21/2011:
Where did I blame the op? Of course DD should get their order right for a decaf coffee, but when someone tells us how they've almost ended up in the hospital, is it worth taking the same risk over and over again.
Anonymous on 01/21/2011:
Decaf coffee tastes badly to me and I've never had any that I couldn't tell immediately that it was decaf. I would say a good rule of thumb is that if the coffee tastes too good, then it's not decaf.

That being said, I agree that the op should be getting what they ordered, but perhaps another coffee shop would be a better choice. Whenever I get bad service anywhere, I just change where I do business.
Anonymous on 01/21/2011:
FYI...for those of you checking or looking next time. The restaurants and coffee shops that actually care enough to get it right, they use decanters (coffee pots) that are color coded. The pots with an orange ring around them are regular, and the green ones are de-caf. Easy way to spot a mispour! Hope this helps someone in the future! (ex-beverage specialist)
Anonymous on 01/21/2011:
At my work, orange is decaf
Anonymous on 01/21/2011:
Very true and great point Shorty! In fact, most decanters are either orange or black, with the orange ones being decaf. Green ones were just something we used with our customer base. But if the only options were black and orange at their business, then the orange ones played the part of decaf. General rule...any color that isn't the black one is the decaf:)
jktshff1 on 01/21/2011:
Got to agree with the op, this ain't like spilling hot coffee on yourself and blaming the restaurant.
Pouring a cup of decaff can't be that hard for an employee.
smallfrys on 01/30/2011:
The reason why they're doing this is because they're lazy. I order decaf because regular makes me jittery, especially first thing in the morning. However, they often have to make a pot specially for me because most people drink coffee largely for the caffeine high (I.e. they're self-medicating because they have low energy levels or aren't getting enough sleep). They don't want to make a pot of coffee for just one person, and they're too stupid/ignorant to realize that some people may have heart conditions which make them sensitive to caffeine. I recommend keeping an eye out for the colors that others have mentioned and then calling them on it. I might even surreptitiously record it on video if you can. Then call them out on it and contact corporate if they don't make it right. With video evidence, you could even have grounds for a lawsuit.
Ponie on 01/30/2011:
'...they're self-medicating because they have low energy levels or aren't getting enough sleep...'

What? Self-medicating? I hardly think so. I don't drink de-caf simply because I don't like the taste. To me, it's bland and flavorless.

I agree the employees should be able to provide what the customer orders. If I consistently get an incorrect order--I just stop going to that place. Why bother to video the order and sending it to corporate? It's so much easier to go somewhere else.
Anonymous on 01/30/2011:
Coffee is a natural laxative. I get enough sleep at night and I drink coffee in the morning. It has health benefits. I don't 'self-medicate'
Enzo on 12/27/2012:
I just started running into this consistent problem at an northwest suburb of chicago(F.P. 24hr)location. They are giving me regular coffee when I ask for decaf and I like some others take medication that is canceled by an amount of caffeine. And it has been reported, we will see.
Denise on 06/03/2013:
IF I SAY DECAF give me DECAF! Plain and simple! Right now I'm jittery and sick to my stomach! How is this my fault?I have Chrone's and can't have reg!
Chris on 06/04/2013:
I think if you are paying for a service then you should be able to trust the place to give you what you want. If they cannot run a business right then they shouldn't run it at all. They are going to give some poor old guy a heart attack one day.
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The Best Coffee, I'm Wired
Posted by on
TAMPA, FLORIDA -- I've been a coffee addict since the mid '50s, the first Dunkin I saw was in
'63 in Morton Grove I'll, from that day their coffee has been the top choice.

Now being a resident of the Tampa, FL area My local Dunkin shop at W, Fletcher and Ola is almost a second home. They take great care of me, have the best bagels in town and a fast Wi-fi hotspot. No matter what kind of day it's been, it's always better after a visit to my Dunkin Doughnuts.

My favorite place to hang out with the laptop, converse with my fellow patrons, drink way too much coffee and get a hookup to an irrigation system
prior to hitting the road.
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Venice09 on 01/18/2011:
I agree! Dunkin Donuts coffee is the best.
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Overcharging of 23 cents loses 40 year customer.
Posted by on
DORCHESTER, MASSACHUSETTS -- The following is an email I just sent to Dunkin Donuts regarding an incident that took place on Saturday, June 19th, 2010.

Hello, I am a long time DD customer (over 40 years) and I frquent the DD's on Morrissey Blvd in Dorchester Ma. every single day of the year and order the same thing every day, a medium hot coffee, dark no sugar, and a bagel with cream cheese which is a #3 combo.
This past Saturday, June 19th, 2010 at 12:17pm I entered DD's on Morrissey Blvd.
I ordered my usual #3 combo from a gentleman who was then interrupted by the manager to reconcile the cash drawer, so he passed my order to the next register, where a woman (Linda A.) submitted my order into the computer.
When she entered the order the total came to $4.12, and I said that it should be $3.69 for the combo plus tax for a total of $3.89, which happens quite frequently if they enter it as separate items.
Well, Linda said "well that's what it comes to, and there is nothing I can do".
Mind you, I come in every day, and they all know me, I've never had a problem, and I always leave a $1.00 tip. I'm always very courteous, and was this day as well.
So I asked Linda if I could speak with the manager. She kindly obliged.
The manager, Ms. Weeks, came over and I explained the situation.
Ms. Weeks stated that "we have a new computer system, and there is nothing she can do" continued on next additional email..........
Continued from earlier post....
When Ms. Weeks informed me there is nothing she could do to adjust the cost to $3.89, I informed her the I've been coming in here every single day for over 20 years, never had a problem, and you're over charging me, which is also very illegal. She repeated that she was sorry but there was nothing she could do. I said well I'm sorry, but you will never see me in here again, for 23 cents, you're going to lose a long time customer. She shrugged her shoulders, and I left, very very upset. I've since posted the story on Facebook and Twitter and everyone cannot believe what happened. The common consensus is that Ms. Weeks should have done something to make the customer happy. I will be forwarding this on to the Massachusetts Attorney General's office in the hopes that illegal overcharging by Dunkin Donuts comes to an end. Thank you. Vincent Napolitano
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memoryx57 on 06/21/2010:
Assuming that their prices haven't changed, sometimes you have to stand your ground and make a statement even if it's only 23 cents. Sounds to me like they're the losers in this. Apparently common sense isn't practiced at this particular DD. Good review.
goduke on 06/21/2010:
I love it when the store folks blame it on the register. That's just classsic. Good review.
Anonymous on 06/21/2010:
Kind of makes you wonder how many other businesses do this, too. Or maybe cash registers are getting too advanced for the common person? ....Totally off topic, but I was at Walgreens yesterday, the change due to me was $15 and change. The change came out of the little machine thing just fine, the lady handed my receipt and wished me a good day. When I asked her if she was going to give me my $15 dollars too, she'd already closed the register and a look of pure panic came over her. She had no idea how to open her register w/o punching in a sale first and had to have the manager come do it, which held up the line for nearly 10 minutes.
jktshff1 on 06/21/2010:
Good post
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Dunkin Donuts - Charging Tax on Coffee Beans in NJ REPLY
Posted by on
It is illegal to charge tax on coffee beans. If a franchisee advertises one price and tries to sell for a higher price, then justifies the higher price by saying that they are charging tax, it would seem to me that this goes beyond just a slap on the wrist. I think the IRS would be interested to know that this is going on with some of the franchisees. Wouldn't that also be considered breaking the franchise rules? Dunkin Donuts is getting quite a bad reputation in my area for poor customer service. By telling me "We will be happy to make the franchisee of this location aware of your concerns regarding their pricing." just to appease me tells me that you may not condone such behavior but you certainly aren't going to do anything about it. I get the feeling that nobody seems to care what the franchisees do or don't do. In your reply to me you said "At Dunkin' Donuts we value our customers and are committed to making your visits to our stores a pleasant experience." If that is really true then I feel my wife and I are owed an apology and the right to make purchases from this store for the advertised price without any self imposed tax. Most of all we could do without the condescending attitude which we experienced that day. This is how you can live up to your mission statement instead of just making empty promises.

customerservicereply@dunkinbrands.com wrote:
Dear Frank

Thank you for taking the time to contact us with your concerns about the pricing at the Rochelle Park, NJ location. It's important to us to get feedback both good and bad about our products and the service you receive at our shops.

As you may know our stores are individually owned and operated businesses. Legally we can only provide our franchisees with a suggested retail price for products. We will be happy to make the franchisee of this location aware of your concerns regarding their pricing.

At Dunkin' Donuts we value our customers and are committed to making your visits to our stores a pleasant experience.

Thank you and have a great day.


Customer Relations Associate

Ref # 512400

Charging Tax on Coffee Beans in NJ - Coffee Beans
Posted By: Buzzcut on 7/4/2006

Location: Rochelle Park, NJ

On July 1st my wife and I went into the Dunkin Donuts on Rochelle Avenue in Rochelle Park New Jersey to buy 2 lbs. of coffee beans for the advertised price of $10.99.

When the register rang up $12.00, I questioned why they were charging more than a dollar more than the advertised price. First, I was told that the register automatically rang up that price. I asked them to fix it. The person said she could not fix it. Then, I was told that it was tax. In New Jersey the sales tax is 6% which does not add up to $12.00. Also, there is NO sales tax on coffee in New Jersey. When I asked the person to correct the price to the advertised price of $10.99, she refused and said she could not. Either I would have to pay an extra dollar with what they called tax, or not take the coffee. We did not buy the coffee. This is not the first time I have heard of Dunkin Donuts charging tax on coffee beans just to justify the additional cost. Further, I feel it is rude of someone behind the counter of a fast food establishment to speak to me in a condescending manner. I will be notifying my local newspaper about our experience at this local Dunkin Donuts in an effort to alert anyone who is not aware that Dunkin Donuts chooses to conduct their franchises in such a manner. Thank you.
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Anonymous on 07/06/2006:
I would still through the beans in the river and like DORCAS said, “Sounds like you could get a cool buzz and some tasty waves!!”. But it is after all NJ and you might get more of a buzz then you bargained for.
Anonymous on 07/06/2006:
still did not answer question regarding sales tax on cofee beens. NJ does not applie sales tax to food - are coffee beens food? what are the standerds for declareing something as food and who makes those rulings? let us know if you find the answer. I agree the reply was insulting.
HaroldSays on 10/01/2006:
I just sent an email to Jon Luther, CEO of Dunkin Brands. I know I will hear back from him in the next couple of days. Once I do, I will let you know how this problem can be resolved!
Kature3 on 06/08/2007:
Coffee beans might be considered a merchandise item. That would allow them to charge sales tax. It would be iffy whether it is truly a merchandise item, but they might have tried to get it to be. Also the reply was probably an template not really personalized for the complaint.
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Broken handle off coffee mug
Posted by on
Rating: 5/51
MASSACHUSETTS -- I purchased a brown small Dunkin Donuts plastic coffee mug in Salem MA. While I was drinking coffee from this mug the handle came unglued and the mug fell to the floor. Fortunately the hot had cooled down a bit and I did not burn myself. I returned the mug and handle to the Dunkin Donuts store I purchased from and they gladly replaced it. This is something you should be aware of for the future purchase of this product...
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Starlord on 02/26/2012:
If the mug is plastic, then they should weld the handle to the mug. Platic welders are not that expensive, and just as with regular welding, the joint is stronger thanthe material on either side. Heat is the greatest enemy of any adhesive. If they are selling the mugs to drink coffee out of, this is going to be a liability factor.
Nohandle on 02/26/2012:
Thanks for the warning and Starlord is correct. Unrelated, but I recall an incident when a friend's favorite coffee mug was dropped and the handle broken.. unbeknownst to him. His youngest daughter was distraught until it was decided to glue the handle back onto the mug and it was placed back in the cabinet. The next morning as he sat down in his easy chair to read the paper the handle of the coffee mug fell off. I don't think he was ever told what had transpired.
Venice09 on 02/26/2012:
I have a lot of mugs and cups from Dunkin Donuts, and they are all made very well, so I'm surprised this happened. Maybe it was dropped at some point before you purchased it. That could have cracked or weakened the handle. Good thing you weren't burned. Thanks for the warning.
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