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Customer Service Doesn't Exist!
Posted by Jessmessica on 01/23/2009
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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Posted by dimplepie on 2009-01-23:
You sound very pleasant!
Posted by Ponie on 2009-01-23:
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.
Posted by DebtorBasher on 2009-01-23:

When drinking a HOT drink...sip before you gulp! I learned that when I outgrew my sippy cup.
Posted by jktshff1 on 2009-01-23:
'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.
Posted by Anonymous on 2009-01-23:
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?"
Posted by Anonymous on 2009-01-23:
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.
Posted by Ponie on 2009-01-23:
sherdy, LOL!
Posted by Anonymous on 2009-01-23:
I have a hunch that they won't miss you.
Posted by Starlord on 2009-01-24:
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].
Posted by Anonymous on 2009-01-24:
Starlord, that is just depressing.
Posted by sarahnkrystal on 2009-01-25:
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.
Posted by jessmessica on 2009-01-29:
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 plesant just to have a job.
Posted by justmom2 on 2009-01-30:
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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fooling the public
Posted by Koiboyblue on 05/17/2005
DAYVILLE, CONNECTICUT -- I have been going to Dunkin Donuts for the last 20 years. the service you get and their product has declined in quality. Not only have their prices gone up but, they are being very deceptive with the public. I usually go to the Dunkin Donuts in Dayville, CT. I have been going to this one for atleast 1o years. The only iced coffee I get is Hazelnut. I watched the counter clerk as she started to prepare my coffee and noticed that she was pouring me regular brewed coffee instead of pouring me hazelnut brewed cold coffee. I reminded her that I had requested Hazelnut and she began to expalin that they no longer brew flavored coffee for iced coffee but instead use flavored shots in regular coffee. What does this mean? It means that they are using the flavored syrup instead of the flavored brewed coffee.Considering I do not use regular sugar in my coffee I use splenda or equal. SO god knows how long they have been mixing sugar syrup in with regular coffee and in with the artificial sweetener. I was so angry that I vowed never to go back to Dunkin Donuts. the biggest problem I have with this is that they are doing this with all of their flavored iced coffees.This also means that if I were a diabetic I would be in some serious trouble. this is something they have not made public because it is not posted anywhere at any of their locations. This is very deceptive on their behalf, a sleezy way of cutting corners and very dangerous for the consumer. I would like to know if anyone else has experienced someying like this.
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Posted by TabbyCa on 2005-05-18:
It may actually be a good time for you to switch to decaf.


The caloric difference between their plain brewed coffee and the hazelnut flavored is 5 calories. The sugar content in the so called "sugar syrup" 0g. Perhaps you should have asked for the nutritional information before getting irate.

Posted by D.B. on 2005-05-23:
And how do you know that the syrup is sweetened with real sugar and not a sugar substitute? Besides, how do you think the beans got flavored in the first place for the older way they made it?...Magic hazelnut coffee bean plants?
Posted by doroth on 2005-07-03:
I'm sorry you tought that she was sweetening your ice coffee with hazelnut flavor shot. The hazelnut flavor shot does not have any sugar in it. I'm a Dunkin'Donut attendant and I would like to explain why the different flavor shots are used instead of flavored brewed coffee. The demand on different flavor coffee is relatively low, the fresness of the coffee is improve considerably because all coffee start with either decaf of regular, then unsweeten flavored shots are added. On the other hand, in my view their is nothing better then fresly brew flavor coffee. Hope this will help.
Posted by rpetro on 2006-01-06:
Just as an fyi.. the flavor has to be added at some time... whether before or after the beans are roasted. I'm not sure why you'd be so angry that they've decided to add it after. And more importantly, 'Dunkin' Donuts flavor varieties are 100% sugar-free and contain no preservatives' in fact the flavors contain no sweetener at all... it's just flavoring so diabetics and others don't have to worry about it!
Posted by Simoni on 2006-03-21:
The same thing just happened to me at dunkin donuts. I was getting my standard hot Hazelnut coffee when I noticed that the attendant charged me more than usual. When I asked for a receipt, it stated that they added a shot of hazelnut flavoring. I told him that I wanted the hazelnut coffee like the beans that you sell in this store. They advised that they don't make hazelnut coffee any more but add the flavor shots and then charge you extra for it. In short, they've been adding syrup to my coffee unbeknowst to me eventhough menu clearly states hazelnut coffee and they sell hazelnut coffee beans. Would someone please file a class action against this company already for false advertising!!
Posted by josiepk on 2006-12-31:
You totally misunderstood. they use 0 calorie, 0 sugar, zero artificial flavor shots in the coffee!! not sugar syrup! too bad you left DD-- while i have continued to enjoy my hazelnut coffee with these non sugar flavor shots. Dont jump to conclusions next time. You should worry more about the artifical sweetners you use as they are very unhealthy- you do the research- i dont have time to worry about explaining it to you.
Posted by Kature3 on 2007-06-08:
I would also like to note that I am pretty sure they are not suppose to charge for the flavoring in iced coffee or hot coffee. If you call in and complain enough they will probably get in trouble. Also some stores that do not have the flavor shot machine will still make hot Hazelnut and FV.
Posted by Moe on 2012-04-04:
Why sweat it at all? The Splenda and Equal are killing you way faster than that sugar you're so worried about...
Posted by candy on 2013-01-09:
I just wanted to say they are right there is no sugar in flavored shots...I am a diabetic for the last I don't know how many yrs and I have the same coffee coffee from Dunkin Donuts everyday with flavor shot of hazelnuts n mocha in my blood sugar is always good and never goes up when I drink coffee and I always get a shot of hazelnut in mocha
Posted by yourcustomers1 on 2013-04-19:
FYI< First id like to add, i dont like some of the wierdos who the management lets stay there for hours and hours everyday! (birds of a feather may flock together) forget meeting normal nice clean cut people here! any single cute people with class dont stay here too long. nice ladies beware stay in your car ! go someplace else, a dirty pervert who stares at the normal clean cut customers who happen to want to buy something and leave.( its not good for a lady anyhew to eat donuts too much,but dont want to be sexually insulted and visually assulted,GROSS!(We cant sit and eat! ) any normal customers soon notice they cant enjoy a chair ,because the mental ones seem to live there 24-7! i came in and WAS sexually assulted. a perverted ,muddy, dirty clothed man with plummers crack stared and drooled and moaned and stared at me as he made sexual gestures about me to his friend . the two woman katie and vicki welcomes these certain type people in every evening from 8pm-to 7am daily. its like the attack of the zombies. and the customers cant win! the two woman workers that ive seen have both been verbally abusive to me and around all customers old and young. they dont know me at all! i am new ! i see myself as a victim here. its bothersome hearing them calling each other names such as cunt,bitch,doushe bag,slut. they are always loud! loud screamming swears inside the store always!( constantly)(not a mistake), its not excusable by any owner of anystore im sure! a personality trait im affraid. they ask customers private questions and put them on the spot,(non of there buisness) i just assume buy the way they act there not making the owner any money! im not going there until this has changed! FYI a meeting full of people in corporate positions have been over heard talking about the same issues about this very same dunkin donuts store on route 12 in dayville last month (while they were going for there dinner break, they said no way will we go there, they warned about 60 people it wasnt a good place to go eat.)esp if you have your kids with you. this isnt a family type sit n eat place. its worse than a bar in a trailer park village. they run around the building playing tag and screamming and swearing ,leaving the store un attended. there rude to customers. the customers have to hear the nasty language.these two woman said there names are vicki =shes the short rude one, and very mean,never smiles never talks nice to anyone! the other whos mouth is horrid is katie, a tall red headish woman her every other word is f bombs and all awful swears. they bully customers every hr everyday! esp if they have a bad day,its worse! esp woman! they are mean to pretty woman. they talk aloud of wanting to date policemen married men anyman who walks in and some woman too. what would a law man see in these two woman? a man? theyve been seen singing outloud at people nasty songs! for harrasment,just to start trouble,,,,trouble makers these two are!! they smoke in our path to the front door of the store. FYI smokers stink. please find someone who doesnt smoke infront near the customers! its the law!! katie mops the floors wet and yells at bunchies of people to sit down and dont move til the floor dries! and swears (cuss words) at them. yells and swears at everything around her loudly. everytime i have entered your building katie and vickie swear out loud at eachother! or them telling the customers that there cunts, bitches, sluts, in there way. yes these woman need to be fired! everyone whos anyone whos been in there feels this way. youve lost normal customers. get rid of the non paying perverts taking up customers chairs, fire the awful mouthed woman there! i know you own lots of stores,,you dont need this. im insulted along with the good customers! fire nasty mouth woman =vickie and katie!! theyve insulted everyone to extremes. all the normal people wish some sweet people would take over there job. and we all wish the dirty butt crack muddy man who sexually stares at all the pretty girls would be asked to leave after he eats his donuts and cup of coffee within 30mins. clear him out! GROSS!!!! they shouldnt stay in there chairs for hrs, but move out of the chairs and keep others comming in who havent had there chance for peace quite and donut bliss. please attract us? dont push us away?
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1/2 hour for 2 wrong coffees
Posted by Bearcat4157 on 07/07/2005
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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Posted by miketech on 2005-12-10:
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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Occasional Leaking Coffee Cups
Posted by Dannysordello on 02/23/2010
Overall the coffee and service is good but more frequently than I would expect the coffee cup just starts leaking as if the heat just creates a hole in the bottom of the cup. This usually creates quite a mess of coffee going everywhere. In this day of conservation I tend to think the quality of the cups Dunkin Donuts is using is deteriorating.

This happens to me at more than one location in Southern Mass. so I would think that it is happening to other people also.

Thank you for the opportunity to express my complaint.-----DS

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Posted by Anonymous on 2010-02-23:
Possibly a bad batch of cups or the coffee is so hot that it is melting the wax sealant inside the cups.
Posted by Starlord on 2010-02-23:
DD does not make the cups, but buys them from a wholsaler, who also does not make them, but acts as a middle man in the sales chain. Have the manager of the DD contact the wholesaler and tell them to contact the manufacturer of the cups.
Posted by PepperElf on 2010-02-23:
There is an easy solution... and it's even "Green"... bring your own reusable mug?

In fact, i don't know about DD, but there are some coffee places that give you a discount if you do that.
Posted by Starlord on 2010-02-23:
Pepper, great answer. I carry my own cup, due to a very odd medical condition. I cnanot drink hot coffee from a styrofoam cup. My body absorbs a plasticizer from the hot foam, I can drink two cups of coffee from foam cups and for the next week my perspiration, urine, breath, everything smells like burnt plastic. It can get embarassing.
Posted by Crown Jules on 2010-02-23:
I was going to suggest the same thing, Pepper. I have two resuable coffee mugs that I bought at Starbucks years ago that are still going strong. I don't burn my hand because they are insulated and have a handle and I feel good about one less paper cup in a landfill.
Posted by redmx3racer on 2010-02-23:
Another suggestion would be to check your vehicles cupholders, if that is where the problem is occuring. Maybe you have something in there poking at the cup. Or maybe the shape of the cup holder is putting pressure on the cup somewhere.
Posted by Mark on 2012-07-26:
Its a widespread problem. My company's cafeteria gets Dunkin Donuts coffee and paper cups. There are two leaks that almost regularly happen. Both are caused by the vertical seam. The seam overlaps and causes a slight gap. Sometimes it leakss at the bottom of the cup sometimes the lid, but always starts at the seam. If the cup is filled too high or if coffe is slapshing around under the lid a little will get in that seam and then wick under the lid. Once that starts its a continuous drip. Even more so at the bottom of the cup. Personally I agree with Starlord. In an effort to save $$ they go with a cheap reseller. You get what you pay for DD. Well maybe they will change to better cups if someone sues for being burned by coffee dripping on them, like the McDonalds lawsuit. As much profit as they make on a cup of Joe they really should invest a little more in their QA.
I like the Green solution BYOC.
Posted by twheaty on 2012-11-06:
So this morning I purchased a coffee from Dunkin Donuts. It was too hot to drink so I put it in the cupholder of my car. About 30 minutes later I figured it had to be cool enough to drink. To my surprise when I lifted the cup up, coffee poured all over me and my car. The seam melted and the coffee poured through the opening. I returned to the Dunkin Donuts I purchased it from and was informed they never had this problem and they were not responsible for it after it left their building. Not only did I pay for a cup of coffee I didn't get to drink, I now also have a bill for dry cleaning and also the cost of having the inside of my car cleaned to get out the coffee stains on my seat. I'm not real happy with Dunkins Donuts right now.
Posted by Kbob on 2013-04-08:
I take a McDonalds cup to DD. McD's coffee is not as good, but the DD cups leak, and McD have a great cup!
Posted by legaleagle on 2013-07-22:
For two straight weeks of x-large coffee, the cubs have leaked at the covers.and dribbled down my blouses. I even tried a large today, thinking it would work. Nope! No go. Cleaning bills getting too costly. It is also time to give up those unfriendly styrofoam cups!
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Charging Tax on Coffee Beans in NJ
Posted by Buzzcut on 07/04/2006
ROCHELLE PARK, NEW JERSEY -- 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 is 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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Posted by Pocko on 2006-07-04:
How much is their coffe beans usually? Also maybe the clerk was new on the job and really couldnt do anything to correct the price.
Myself, unless I were so strapped for money that a dollar would force me into bankruptcy, would have just paid the extra stipend and enjoyed the beans.
Posted by you r stupid on 2006-07-04:
I live in Jersey and I have always payed sales tax on coffee beans and hot coffee when going into Wawa or Dunkin
Dougnuts or anywhere else for that matter. Now it doesn't add up to 12 dollars for 6% tax on 10.99 but you do have to pay tax. Your total should of been $11.65.
Posted by DORCAS on 2006-07-05:
Maybe it's just a dollar but I don't know too many stores or restaurants that would let "you" slide on a dollar. Case for justification would be that if they let you slide on a dollar they would have to do it for everyone and it would add up. Why should the customer give a huge corporation and extra buck? They are rich enough. I agree with the poster. I would walk away without the coffee.
Posted by Dirtydave on 2006-07-05:
Kind of sounds like the Tea Tax way back in the day! But since dressing up like an Indian and throwing the coffee beans in the harbor is right out, I would buy my coffee elsewhere. :)
Posted by Doc J on 2006-07-05:
The best action is to vote with your feet and leave the coffee. Same for any time you find yourself dealing with a consumer policy that you find distasteful. All best!
Posted by Anonymous on 2006-07-05:
I would say through the beans in the river but no body would know the difference.
Posted by rhondam718732 on 2006-07-05:
I agree with you. We should have pay what's advertised/posted. If the cashier was new/inexperienced then she should not be left there without someone who know's what they are doing. Good example: I ran into Walmart yesterday and asked the girl standing in a cashier lane if they sell fireworks - she had no clue what they were!! or if they sold them and said " I just don't know." Not " Let me find out for you." Retail help barely knows this nowadays and as consumers - why shouldn't we hold them accountable?
Posted by DORCAS on 2006-07-05:
Throwing coffee beans in the river: Sounds like you could get a cool buzz and some tastey waves!!
Posted by Anonymous on 2006-07-05:
File a complaint with Attorney General with your state. See "Consumer Tools" then click "Contact Attorney General" follow the prompts. The more complaints you get about Dunkin' Donuts the more action your state'll take. Good luck.
Posted by Frenchie on 2006-07-07:
As usual the comments have no redeeming value whatsoever.
I am not sure as to the TOTAL sales tax. Perhaps the state sales tax is the 6%, but then (usually) the county and municipality (city) are also allowed to add a percentage of sales tax (this is usually voted in) so it might add up to the $12.00 The cashier has nothing to do with this as it is automatically added by the computer/register. Easy to check, look at your bill, it will show the coffee at $10.99 and the tax will be, below it. Can everyone be so dumb Actually I like Dunkin Donuts however sometimes the customers has a bigger hole in the head than the donut. Post on here what the total sales tax is for all of us naturally curious people.
Posted by MotleyGrrl on 2006-09-17:
I'm sorry, but you made it seem like someone who works at a "fast food" restaurant out to be lower than you. I love how some customers can be rude and condecsending all they want and still expect the "fast food" employee to kiss butt. Maybe if you were nicer they would have worked something out.
Posted by Vite 60 on 2008-07-18:
According to NJ tax document S&U-4 (you can Google it) "co ffee, beans, packaged, instant is exempt from NJ sales tax. At four different Dunkin Donuts (so far) they charge tax. Store personnel use the excuse that their checkout system automatically adds it and there is nothing they can do about it. I showed the manager at the Dunkin Donuts on 503 Rt. 23 in Pequannock the document and he refunded me the tax. He stated that they will change their system in th next few days. The question is: is this a scam or an error? Personally I think it's a scam. On an individual basis it might seem petty but customer after customer is being "clipped" on this phony tax. If you go to the Dunkin Donuts web site and order coffee to be shipped to NJ, there is no tax added.
Posted by goodypa on 2012-11-30:
I had the same experience in 2 stores in NE PA. I researched the tax issue and then reported the stores to the PA State Bureau of Taxation. They promised to look into the matter and shortly thereafter both stores stopped charging the extra $. Today the same overcharge happened in Lafayette NJ. The advertised special was 3 16oz bags for $19.99 (PLUS APPL. TAX) The extra charge was not listed on the receipt as tax. So what was it? I paid for the coffee in order to get the receipt and will follow up as I did in PA.
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Broken handle off coffee mug
Posted by Mellacsi on 02/26/2012
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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Posted by Starlord on 2012-02-26:
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.
Posted by Nohandle on 2012-02-26:
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.
Posted by Venice09 on 2012-02-26:
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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Poor presentation of product
Posted by Angel_baby021037 on 12/27/2011
The coffee was very weak and the donuts were just put in the bag with no wax paper. The chocolate glaze was on the napkins and not on the donut. Was very disappointed when I arrived to work and was unable to take it back to the location where it was purchased.
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Posted by Alain on 2011-12-28:
Let them know you're not satisfied via http://www.dunkindonuts.com
Go to "Company Information" heading at the bottom right of the page, click on "Customer Service" and the click on "Contact Us" at the right of the page.
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Dunkin Larceny
Posted by Davey12345 on 06/29/2011
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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Posted by Vinnie11 on 2011-06-29:
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.
Posted by trmn8r on 2011-06-29:
"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.
Posted by Venice09 on 2011-06-29:
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.
Posted by drugdoc121 on 2011-06-29:
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.
Posted by drugdoc121 on 2011-06-29:
And no, I'm not a senior citizen, not even close! :D
Posted by onlooker on 2011-06-30:
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.
Posted by Alain on 2011-06-30:
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.
Posted by Venice09 on 2011-06-30:
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!
Posted by Alain on 2011-06-30:
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.
Posted by Starlord on 2011-06-30:
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.
Posted by A dunkin employee on 2011-12-16:
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 cant 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 isnt 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 protocal, 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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Dunkin Donuts - The New Starbucks
Posted by Faethor98 on 05/09/2011
CHANDLER, ARIZONA -- Wow, Dunkin Donuts has gotten greedy. I go to DD instead of Starbucks because the coffee was good and reasonably priced. Last month, I purchased large iced coffees for $2.28 total, then the price went up to $2.39. Today I was charged $2.50 and the coffee was incredibly weak. I think there is maybe a tablespoon of coffee in it. With the high cost of gas and groceries and lower paychecks, that was enough to stop my caffiene habit. I have been purchasing two coffees per day and now will not be purchasing at all.
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Posted by trmn8r on 2011-05-09:
I'm not surprised to hear you went there for the coffee, which seems to be their strong suit.

I am surprised to hear that it wasn't up to par. Did you mention this to the management at the store? I'm sure they would be interested in your feedback.
Posted by Anonymous on 2011-05-09:
You can buy DD ground coffee and make it at home
Posted by momsey on 2011-05-09:
A couple of things here. First, what should the price be? I know places like DD, you could go there three times for the same thing and get charged three different prices, depending on who is ringing you up and how they are charging you.

But, I think the major issue is that coffee prices are going up, up, up, just like gas prices. A pound of coffee costs twice as much now as it did a year ago.

Posted by Anonymous on 2011-05-09:
Yeah everything is going up these days, except our salaries! Im not surpised to hear this. I would mention the coffee problem with the manager next time you go in.
Posted by Ytropious on 2011-05-09:
....or you could just make your own coffee (yes, even iced coffee) at home and save yourself the 2 dollars in the first place. Problem solved.
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Decaf coffee
Posted by Suzzi on 01/21/2011
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 thru) 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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Posted by Skye on 2011-01-21:
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.
Posted by azRider on 2011-01-21:
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.
Posted by momsey on 2011-01-21:
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.
Posted by Anonymous on 2011-01-21:
Doesn't decaf have a small amount of caffeine in it?
Posted by clutzycook on 2011-01-21:
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.
Posted by Obsfucation on 2011-01-21:
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.
Posted by Anonymous on 2011-01-21:
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!
Posted by Skye on 2011-01-21:
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.
Posted by Anonymous on 2011-01-21:
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.
Posted by Anonymous on 2011-01-21:
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)
Posted by Anonymous on 2011-01-21:
At my work, orange is decaf
Posted by Anonymous on 2011-01-21:
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:)
Posted by jktshff1 on 2011-01-21:
Gotta 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.
Posted by smallfrys on 2011-01-30:
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.
Posted by Ponie on 2011-01-30:
'...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.
Posted by Anonymous on 2011-01-30:
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'
Posted by Enzo on 2012-12-27:
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.
Posted by Denise on 2013-06-03:
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!
Posted by Chris on 2013-06-04:
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 cant 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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