MARLBOROUGH, MASSACHUSETTS -- Sunday morning, before work I decided to get a bagel with cream cheese and an ice coffee. The place was NOT busy at all, maybe like one person behind me in the drive through. (This is at 6:30 am) I get to work, open my bagel and it literally looked like the most disgusting thing ever. It was completely smashed on the sides and had virtually no cream cheese on it!!! There wasn't enough cream cheese to thinly cover one slice. I have never, ever seen something like that.
If I could have left work I would've certainty gone back to complain, but obviously that wasn't an option. I took a picture of it but there's no way to send it to Dunkin Donuts online (yes, I've sent them an e-mail as well). I've had a few gross coffees at DD, and poorly put together food items and I would never complain, because I really just don't do things like that.
But this was really bad, and I'm pissed I paid money for something like that. I don't understand why anyone would think that was an acceptable thing to give a customer??? A person actually prepared it, saw it like that, wrapped it up and sold it. There's really no excuse. That's the last time I'm buying something there, and I'm not going to hesitate to tell others of my experience.
CHICAGO, ILLINOIS -- I had always been satisfied with this particular branch, until they started hiring rude young kids. On one occasion a young girl by the name of ** threatened under her breath to "spit in my coffee" because she had gotten my order wrong and I asked her politely to change it. That was the first time. Since this particular location is close to my home I kept going on the hours to avoid the girl.
This last time however was by far the worst experience I've ever had in the many years I've been a customer. They had gotten my very simple order wrong again and when I asked for it to be changed, a different girl gave me an attitude about the whole thing. It wasn't a busy time of day at all but she made it obvious that I was taking her away from her duties of talking with her coworker about some guy she gave oral sex to.
My five year old daughter was with me so when I asked her to please not talk that way she told me "LEAVE ** IF Y'ALL DON'T LIKE OUR FRIENDLY SERVICE." I was completely taken aback and when I told her there was no need to get that way and that I'd like to speak with the manager she said "I'm the ** manager! And you ain't right!" She made a point to take her name tag off as I consoled my daughter who at this point was crying.
Like any mother would do when their child was exposed to something as vulgar and disgusting as the attitude and words this girl showed I walked out and told the girl she had an attitude and that I will be sure to tell all of my colleagues (I'm a teacher) to not go there if she was going to treat people that way. Her final quote was "I don't give a **! A lot of cops come in here and know me so don't think about ** with me!"
The 20 teachers that I know (who normally ordered large boxes of donuts for our classes of 30+ students for our after school clubs) will be aware that although we like Dunkin Donuts, this location we'll have to pass up since there seems to be NO ONE to instill in this staff of young teens just how to treat people.
NEW HARTFORD, CONNECTICUT -- I went to the New Hartford CT Dunkin Donuts to get donuts for my family in the drive-through. When I got to the window I gave the woman my money and she then handed me the bag of donuts. Before leaving I opened the bag to make sure that everything was in there. One of the donuts was wrong and I asked if she could correct the order. At this point, the woman had been handling the money transaction and handing my food bag wearing latex/rubber gloves. I thought as long as she is just handing me the bag and not touching my food it would be fine.
But no, in front of me, I watched her take my bag back, put the same grimy money gloves covering her hands back into the bag. She sorted through my donuts with her dirty gloves to find the one that she put back into the bin and give me another one. She never changed her gloves. The same gloves that probably had been changed all morning. I am paying just about a dollar a donut but never asked for a side order of germs (Flu etc...) I left the drive-through only to park and go inside to return the donuts and get my money back.
I question why people wear the gloves since they don't use them for what they are intended for. Obviously the woman was using them for her own safety and not concerned for the customers. I have watched employees at this store conduct these unsanitary practices before. I am not interested in going there again. Oh in addition, the counter register at this store has not been working properly for a long time now, weeks.
The item prices will not come up so you will not know what you are being charged for unless you remember to ask for a receipt. Do so. Your may be getting charged a little more than you notice. Each person adds up. Why hasn't the register been fixed yet?
NORTH SYRACUSE, NEW YORK -- Dunkin' Donuts on Taft Road, North Syracuse NY... All the employees and managers there know that my coffee is made wrong nearly every day. Yesterday, it was made wrong and the manager **told me to go somewhere else to get my coffee. I was dumbfounded and told her I cannot believe you are turning a customer away because you can't get my order right (simple- medium iced coffee extra cream, extra sugar, light ice).
I asked for contact information for someone above her, which she refused- telling me that there is no one above her. I insisted that since she doesn't own the store, there is higher management. She advised me that this was coming from upper management. I found the number for the exec offices and attempted to contact one of the franchisees (owners) and they weren't in.
I reported the incident to the DD 800#, and then I found a cell number to ** (franchisee). I spoke with him and he referred this to **, a district manager. She called me and told me that **, the store manager, said that I show up there WITHOUT the coffee that was made wrong all in an attempt to get free coffee. This is NOT the case!
I went there today and ** is on vacation, but a manager in training is there as was **. I spoke to the manager in training first, and he acknowledged that "we screw up your coffee almost every day" as well as "you circle back around to the drive-through with the coffee that is wrong to have it replaced". I even have this on tape now. He brought ** over to talk to me, and repeated for her what he had said- that I am not trying to get free coffee out of nowhere, that I drive back around WITH the coffee that needs to be replaced.
I ask that you call ** and let him know how disgusting it is that the manager ** is treating a customer this way and that she should indeed be fired for doing so. To tell a customer to shop somewhere else because they can't get an order right, and subsequently lie about the customer is simply unacceptable.
NORWICH, CONNECTICUT -- I work at a Dunkin Donuts and one thing I can say 25% of my customers don't have is common sense. I repeat the order back to them loud and clear and wait for responses and yet these 25% say it's wrong when they get it. I had one customer say she wanted a croissant not toasted with cheese and I repeated it, "So you would like a croissant not toasted with a piece of cheese on it?" and she said yes; as soon as she got it, she tells me it's not what she ordered, I have many occurrences like this one. I don't know if it's our signs that confuse them or they just know what's cheaper and similar enough to make out the complaint.
At drive through, our headsets are very hard to hear out of and don't work 100% of the time. I often find myself, pressing the earpiece against my ear because if I turn it up, the squeaking it makes is unbearable to me and the customer. When my headset cuts out in the middle of an order, I tell them my headset cut out and repeat what I heard and then they talk to me like I'm slow after I explained the problem and they repeat the part I already told them I had.
For example: Me: Thank you for choosing Dunkin Donuts, how may I help you? Customer: A black turbo and 4 & 4. I will also have Me: Sorry, my headset just cut out after the two coffees, I have black turbo, what size?
Customer: A MEDIUM BLACK TURBO (slow voice) and a 4 & 4. Me: And what size would you like your 4 & 4?
Customer: (slower voice) A MEDIUM BLACK TURBO AND AM XL 4 & 4!!! AND DID YOU GET MY SANDWICH AND DONUT??? Me: No, I didn't, my headset cut out and I needed the sizes of the coffees, please repeat the food part. Customer: ugh! The 3 pc pancake bites and 2 double chocolate donuts!!! Me: Okay thank you, your total is (and they drive off while I'm speaking)
When a customer like this gets to the window, they stare at you with a look that you have be a saint not to say anything smart to. And in the 3 seconds it takes to recall their order so that the cashier can cash them out they're getting pushy saying what's their total. I have worked with worse customers at the casino, but how hard is it to comprehend that situation!
HAVERHILL, MASSACHUSETTS -- I often work late nights or early mornings too. I, like many other people, rely on Dunkin Donuts to kick start my workday and give me the extra boost of energy that I need. Lately, I've been becoming more and more unhappy with the service that is provided to me while visiting Dunkin Donuts.
Often times when you order a breakfast sandwich they forget the meat or cheese. Once they even forgot to cook my bagel sandwich. On occasion they'll even go as far as to forget the cream cheese to go with your bagel or even forget to put items that you were charged for in your bag. What I'm noticing most recently is that the price is NEVER the same.
Usually the cost varies only by a few cents but this morning I went to a location up the street from my work and was charged $5.46 for a plain bagel with cream cheese and a medium iced coffee with a turbo shot. Explain how this is correctly priced when just yesterday I bought a medium hot coffee with a turbo shot, a bagel with cream cheese, AND a blueberry muffin for $4.11? That is a $1.35 difference AND I bought an item less.
I asked the girl why it cost me so much for a bagel and a coffee (it should have been $5.46 for a bagel sandwich and a coffee) and she rudely informed me that it was because of the turbo shot... Clearly this is incorrect because I always get turbo shots and there is never over a dollar's difference in price because of it. VERY unsatisfied. I will be switching to Heavenly Donuts as of this afternoon. They're not only set on prices, but make everything fresh to order AND have a drive through. Good riddance Dunkin Donuts!
OLYMPIA FIELDS, ILLINOIS -- I recently visited the Dunkin Donuts located in Olympia Fields on Vollmer Road, Flossmoor, IL. I have had several bad experiences just due to people not paying attention or listening to what the customer is asking for. I typically order a raisin bagel with lite cream cheese on the side. However what I received on this occasion, and several others, was a TOASTED raising bagel with REGULAR cream cheese ON THE BAGEL. This was TOTALLY contrary to what I asked for.
Once I realized my order was incorrect, I told the woman that I did not ask for my bagel to be toasted. Her response, instead of an apology, was one of a clear frustration. I told her that she should ask people if they want their bagels toasted as opposed to taking the liberty just because "most" people want it toasted. The default, as I understand it, is not toasted. That is just a new amenity to the menu.
Also, it isn't up to them to put cream cheese on the bagels. That's the whole point of taking someone's order. If you aren't going to pay attention to what your customer's are ordering, perhaps you should subscribe to a cookie cutter menu. Typically, I would not blog, but this is something that happens on a REGULAR basis.
It's like they can't prepare your order without something missing or just wrong altogether. The worse part is, they repeat your order correctly but something goes terribly between ordering and your drive to the window. It's like there is some disconnect between the order takers and the order preparers. Worse than that, they don't want to be accountable for their errors!!!
An example of that is once I visited and ordered a Banana Royale with cookies and cream ice cream, but they gave me cookie dough ice cream (which I hate). When I told the woman at the window about the error, instead of an apology I again was met with the look of frustration and told next time I should say "Oreo" cookies and cream!!! Is there another type of cookies and cream??? No, there's only one. Perhaps what they should do is not put to ice creams that look virtually the same next to each other if they don't plan on reading!!!
I don't get it. How do you tell the customer what THEY should do instead of just accepting responsibility and correcting the problem, INTERNALLY, so that it doesn't happen in the future? As an additional note, I too called Dunkin Donuts corporate office and I still have not received a call back. I am still waiting 11 months later. As one reviewer wrote, I suppose they have outgrown themselves and can't remember the people who got them to this level. One more thing, they have a sign that advertises their store hours as 24 hours but guess what.....they close at 10 P.M. Go figure!
I'm glad I came across these DD reviews! I NEVER bother with giving input back until recently, after a looong time of dealing with similar situations. I have been YELLED AT! I've been argued with! I have received a COMPLETELY different order than what I asked for. I've been handed a latte that was ICE COLD!? How does THAT happen? This company makes coffee and donuts...how do the employees get that wrong ALL the time?
Needless to say I DO NOT visit ANY DD anymore. It is a complete waste of money and time. The store I would visit most on my way to work, in Southington CT NEVER...not once...got an order correct...never. After multiple times, I spoke with the manager who thanked me for bringing it to her attention and said it would be addressed.
About 3 weeks later I go back ordered a latte lite with wake up wrap (egg, chz, and bacon). I get to work the latte has no splenda and is half full, THE WRAP was stale and only had egg. WOW. At a different store I was told to shut the hell up and get outta my drive through by some punk teen! Awesome.
Another store told me to go somewhere else if I didn't like it, when I left my car to go into the store and bring back the order that drive through messed up. I simply asked if they gave me someone else's order. NO the girl said before even looking at it or asking why. OK but I didn't order any of this, so while she snatched the bag and turned to get the correct bagel she said to her friend in normal tone, "she needs to go to Denny's if she doesn't like it here." HUH?! My list goes on.
THE BEST PART!!! I HAVE WRITTEN TO DD! NO call, no email, no sorry NOTHING. Your consumers (I wasn't the only one) are telling you that your service is so horrible they are going to Starbucks and you don't even respond?! The ironic part is that a great uncle used to run a DD when I was little. Every Sat. morning he brought donuts over my grandmother's house. I LOVED DD, as cheesy as it is. Something about it reminded me of Saturday's at Mama's. So on top of breakfast they have also ruined that. Thanks DD...From both myself and Starbucks.
GAINESVILLE, FLORIDA -- Dunkin Donuts 3710 NW 13th Street, Gainesville, Fl. I was a loyal customer but no longer... Every other Sunday my husband and I get together with another couple, and we bring bagels and either muffins or coffee rolls as well. The order is placed and paid in advanced on Saturday, the day before with a specific pick-up time on Sunday morning. On the last five occasions, dates are: January 25, February 8, February 22, March 8, and March 22, my order has not been ready, or the order is incorrect.
On March 8th my husband went in to pick-up the order and stood at the counter for approximately five minutes before being served, and this was after he had to call for someone to come to the front of the store. At the time he was the only customer up front, but what is disturbing is that two employees came up front and no one acknowledges his presence there, said “good morning,” or “how can I help you?”
This is extremely POOR customer service, unprofessional, and the lack of just plain good manners. Today, March 22, I decided to call ahead to ensure that my order will be ready for pick at 11:00am. I spoke with two Dunkin Donut employees and no one had any information about the order that was placed and paid for in advanced on Saturday night. I had to replace the order!!! I asked to speak with the manager and was told that the manager would be in on Tuesday, March 24th. I went on line to Dunkin Donuts website. I could find information on everything EXCEPT how to submit a complaint the Corporate Headquarters!!!
Since 1997 I have been a loyal patron of Dunkin Donuts from Jacksonville to Gainesville, and many other locations. This has me rethinking "why should I continue to spend my money and continue to do business with Dunkin Donuts. I did call the number posted on their website and left a message with my telephone number for a return call. I will see if they do respond as stated the next business day, which will be Monday, March 23rd. I have shared my story with my co-workers, church members, friends and family. There are other bagel shops in town and Krispy Kreme isn't that far up the street.
BROCKTON, MASSACHUSETTS -- I went to Dunks on Main Street in Brockton, MA and ordered the turkey sausage flatbread. Drove 1/2 way down the street and saw it didn't have any cheese. Drove back and got in the drive-through line again. Tried to explain the problem to the girl coming over the speaker. She told me in broken English that these sandwiches came pre-made. I told her there was no cheese in mine. She started to explain what color cheeses come in which sandwiches. I told her I knew that and that my sandwich had no cheese.
We went around about this several more time (with the obvious problem being her inability to speak and understand English clearly) before she finally gave up and asked me to just drive around. When I pulled up I opened the sandwich and showed it to her while I said, "No cheese".
At this point the girl across the restaurant making the sandwiches yelled, "Why she talkin' to you with attitude?" I replied, "I'm not giving her attitude... I'm frustrated because I can't get my order right". The girl then yelled, "You want it made wrong again?" I asked her what her name was, picked up my cell phone, and dialed the number posted on the window. She then yelled, "You said the F word".
Clearly, she is going to portray me as guttural as she, in an attempt to defend herself... if she is ever questioned about this incident. I told her that I absolutely had not and informed the girl who was waiting on me that I just wanted my money back. I was not about to eat anywhere where they threatened to mess with my food.
She called the manager over. I asked the manager (an older white woman who appeared to be afraid of the people she was responsible for) if she was aware of what was going on. She replied that she had only caught the end of it. I told her that the girl who waited on me wasn't disrespectful, she just clearly did not have a good command of the English language.
She then whispered that the district manager herself was Cape Verdean and that is all she hires. She assured me that she would let her know what went on. I wrote my name and number down and asked her to have the district manager give me a call.
I haven't heard from anyone at the other end of the 1-800 #... nor from the district manager. Apparently, Dunks now thinks they are so hot that they don't have to care about the little people (customers) who made them that way. I went out and bought a travel mug and a pound of New England coffee at the grocery store... and that's the way it will remain till I hear from someone who cares.