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Dunkin Donuts - Page 2

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89 Reviews & Complaints

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Employee Errors, Customer Mistreatment, Mismanagement
Posted by Meredith1971 on 07/19/2012
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 Briana 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 Roy Clark (franchisee). I spoke with him and he referred this to Marcia, a district manager. She called me and told me that Briana, 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 Briana is on vacation, but a manager in training is there as was Marcia. 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 Marcia 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 Roy Clark at 315-474-7294 ext 210 and let him know how disgusting it is that the manager Briana 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.
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Posted by frak on 2012-07-19:
Well, at least they are honest with - they don't want your business. At least now you can move on and give your business to a company that appreciates it.
Posted by onlooker on 2012-07-19:
Ditto Frak.
Frankly - your demand to prove them wrong seems to outweigh the security of being able to get your coffee your way somewhere else.
If this is the only coffee place around I can understand trying to push to get it right. If your 'simple' coffee extra...and .... is beyond their service rules,'no more than 3 pumps of cream per cup' etc I understand the shop push back.
If you are keeping the 'incorrect coffee' that is another issue.
I hope you find a place that is better suited to your needs.
Posted by A dunkin employee on 2012-07-20:
You said they all know it is made wrong.
So you are one of these people who are never happy.
I have a girl who gets a medium ice French vanilla XX with 3 shots of caramel swirl.
It is never made right, but anyone including the manager. She just enjoys making a scene and getting people to wait on her, just like it seems you do.
If they suck dont go back, they probly all hate you and laugh at you everyday too ( We are mean at dunkin, but you would be too if you had to deal with people like that all day)
Posted by yoke on 2012-07-20:
There is no reason to drive around and go back. If you are at the drive thru just take a sip before you leave. If it is done wrong they can make it right. Since we only heard one side we don't know how many times the employee's have tried to please the customer with no luck. When I worked a waitress years ago they actually banned a few people because they always complained and would call the owners after every visit.
Posted by former DD's employee on 2013-07-25:
The bottom line here is: no matter if said customer is looking for attention or is trying to make a scene...the manager was Wrong!! You Never Ever talk to a customer or employee that way. I had an issue myslef with a former manager who was always making sarcastic remarks or was very un-professional with the way she spoke to people, the GM needs to get rid of her NOW!!!
Posted by Bill Gilmer on 2014-02-07:
Driving through a second time on a regular basis to return a cup of coffee not made to specs is not very economical.You spend more on extra gas than what the coffee is worth.also it is rude to the other customers who are trying to get served.
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Slow and bad customer service
Posted by Nibby324 on 07/18/2012
BRIGHTON, MASSACHUSETTS -- I have now been to the "new" Dunkin Donuts on Market St. in Brighton, MA twice this week. Each time I went there were about 6 people working, but I waited for 10 minutes and then left and walked out on both days! I have yet to get a coffee there! How can the workers not even acknowledge the people in line by saying at least something like, "I'm sorry this is taking a while but we will be with you in a few moments." There is zero customer service. At least when I go to Starbucks, if they take a bit more time than expected they always apologize and usually give me a free drink coupon for my next visit. I would rather pay $5 for a small coffee at Starbucks anyday than be served by the slowest and most unaware people ever at the Dunkin Donuts on Market St. in Brighton! Thanks for nothing! I felt like my business did not even matter at all!
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Posted by KevinTX on 2012-07-18:
Write a google review as well, that way u can target that specific location.
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Everyone Ordering Combos Are Overcharged!
Posted by Gowestlw on 06/08/2012
STERLING, VIRGINIA -- I was overcharged for a combo and the server, a female, clearly NOT named "Alfred" as indicated on my receipt could only say "it's taxes" and look at me like I'm stupid. I asked if they had a "button" they push for the combo so it calculates the correct price. She charged me for each one separate $1.99 for "Single Muffin", $1.99 for MED coffee, NOT as a combo and she rang up my orange juice in between the two $2.09 subtotal $6.07 with sales tax. 30 for a total of $6.37. This woman continued to ring people up at the "individual" prices of the items rather than the discounted rates. My question is "What do they do with the extra funds?" It is only a matter of $.79, but I am being taxed off that extra as well. It's the principle of wanting the cashier to know her job and not cheat the customer. This can be remedied by providing proper training with EXPLANATION of how the taxes work to this cashier. I am irritated with Dunkin Donuts...there was no napkin in the bag either.
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Posted by TLSmith on 2012-06-08:
I need to start looking at my receipts.
Posted by trmn8r on 2012-06-08:
I don't know that taxes is the first thing the server needs to be educated about. Seems to me she needs to know how to ring up a combo when it is ordered. The taxes will take care of themselves, but you are correct - that error in charging separately wound up costing you .79 + .79*.05 = .04, or .83 total.

As for "Alfred", could this be because several cashiers are using the same register? I don't know how that works in retail.
Posted by yoke on 2012-06-08:
Do the airports have meal numbers? The ones I have been to everything is sold separate.
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Have to Wait While Others Are Served and You Were First
Posted by Skip3stewart on 05/25/2012
ROCHESTER, NEW HAMPSHIRE -- I have given Dunkin Donuts quite a few tries. They always seem to have plenty of people behind the counter. But no one ever starts serving you until they are good and ready. What ever happened to good customer service. I a disabled veteran that walks with a cane all the time. They have a flag saying they they support our troops. Boy is that a lie, the only thing they support are themselves. Well, now I ordered some hot food and coffee now then I had to wait at least 35 to 40 minutes before I got my order filled. But I see allot of what I ordered go out the drive through first. But they took my money pretty fast. Then they have also screwed up in the order also I have waited for over one hour before they get it right.
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Posted by clutzycook on 2012-05-25:
So would this be less unacceptable if you weren't a disabled veteran?
Posted by Laurella on 2012-05-25:
Sounds like this place is just ran really slow. How would they know that you were a veteran just by looking at you?
Posted by trmn8r on 2012-05-25:
Have you asked to speak with a manager about the apparent lack of efficiency you have observed? Sounds like this location has the same "drive through has top priority" illness that other fast food joints have. The lazy people in their cars get served before those who make the effort to haul their butts out and get exercise.

I don't see how your status as a Vet is related to the situation. I appreciate your dedication to te country, but we're all equivalent when standing waiting for service, IMO.
Posted by A dunkin employee on 2012-07-20:
Dunkin donuts is only cares about the drive threw times. It takes top priority over all else.
If they took a long time, they probably forgot about you.
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Refused Cup of Water
Posted by RoNa_1995 on 05/12/2012
I asked for water to add to the hot coffee and they want me to pay for it.
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Posted by trmn8r on 2012-05-12:
I can understand that you may have wanted this water to mix with your coffee, but on the other hand they have a policy (evidently) of charging for water. Interesting conundrum.

The least they could have done was offer to shoot a shot of water into the coffee...
Posted by Anonymous on 2012-05-12:
Seems like every fast food place wants to charge the customer for every little extra thing. Would giving the OP some hot water really break the bank? I doubt it. I don't see why they would charge extra for hot water. Good review.
Posted by trmn8r on 2012-05-12:
yaya - the justification for charging, in my mind, is if a cup is needed. I'm waging a guess that a cup could cost .05 to .07 or so.
Posted by Anonymous on 2012-05-12:
What if they put the hot water directly in the coffee? I wonder how much they wanted to charge the OP for hot water
Posted by BigAl on 2012-05-12:
I think maybe the OP wanted to add water to cool and dilute the strength of the coffee. What is not mentioned is how much they were asked to pay. A nickle for the cup?
Posted by trmn8r on 2012-05-12:
We don't know they would even do that, but they should. I'm not sure they even wanted hot water - maybe it was cold that they desired.
Posted by Anonymous on 2012-05-12:
Oh I read the review wrong. I thought the OP wanted hot water. What they wanted was water for their hot coffee *smacking forehead*

Either way, I stil don't think it should be an extra charge for the customer.
Posted by jktshff1 on 2012-05-12:
I would have burned my mouth, spilled it on me doing so and sued them:)
Posted by whythelongfaces on 2012-05-14:
jk, then you could come back and complain about the prices being so high.
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Horrible Incompetent Service
Posted by Thunder7771777 on 05/04/2012
VALLEY STREAM, NEW YORK -- There is a Dunkin Donuts on Merrick road. It is located near king kullen. The service is disgraceful. I went in to order breakfast. They got my order wrong. I had to explain what I wanted for at least 5 minutes. They still got the order wrong. Had a nasty attitude, and didn't give me a receipt. Not only me they were making mistakes on every order. They were mumbling insults about customers so they could be heard. They gave someone the wrong change back. Everyone on line was shaking there head in disbelief!!!
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Posted by Skye on 2012-05-04:
You can file a complaint on their website at:

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Men's restroom door cannot be locked.
Posted by Lrcampelo on 04/19/2012
The door of the men's room cannot be locked. I have told them at least two times already, and nothing has been repaired. The bolt is jammed and the door cannot be locked. I told them about 5 weeks ago.
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Posted by MRM on 2012-04-19:
Us, men, dont need no stinkin locks!
Posted by Nohandle on 2012-04-19:
You don't want a lock if you are perched on the throne MRM?
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If You Go Out for a Cigarette You Can't Get Back In
Posted by Robert martra on 04/11/2012
Tickets were ordered over phone for the handicap seating and when we got there, they said they had no record of the tickets being ordered so we could not get in.
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Posted by DebtorBasher on 2012-04-11:
I don't understand...did they not allow you back in because they had no record of your tickets...or where you in, then left for a cigarette and they didn't allow you to go back in?
Posted by I love my son on 2012-04-11:
I'm confused also. think we need more details please
Posted by tnchuck100 on 2012-04-11:
I agree. There is a lot missing here.

1. Since when do you need tickets to to get into Dunkin Donuts (Center?)?

2. What does a having a cigarette have to do with no record of a ticket?

3. Why is a cigarette mentioned in the title and no support for it in the review?

4. Just for the record most ticketed events that allow you to re-enter usually stamp your hand or something similar as a re-entry pass.

5. How can something with so little information acquire helpful votes?
Posted by MRM on 2012-04-11:
Dunkin Donuts sell cigarettes!?!?!
Posted by Slimjim on 2012-04-11:
I'm sure the Dunkin Donuts Center is an arena with DD holding the name rights. Similar to Minute Maid Park in Houston (astros baseball) or Tropicana Field in Tampa (Rays Baseball)
Posted by Anonymous on 2012-04-11:
Quick Google search backs up Slim's comment. It's a Sports arena
Posted by tnchuck100 on 2012-04-11:
One missing item accounted for. OP, come back and fill in the rest.
Posted by SteveWiginowski on 2012-04-11:
When I checked out their website, it says that the facility is a smoke-free facility. It also states that the Dunkin Donuts Center does not allow re-entry, which is standard for many arenas. I've encountered only one sports place that allowed re-entry of the 30+ sporting arena's that I've been to.

Some places do have designated smoking areas, but I didn't see that this place had it.
Posted by Cwazychicken on 2012-04-11:
Going to take a wild guess and say that this facility does not allow smoking even outside its building? Thats why you probably were not allowed back in. Some buildings do go to extremes as to ban smoking on any part of the property.

Note just read the site: edit: it look like they dont allow anyone to re-enter.
Posted by Starlord on 2012-04-11:
Safeco Field, home of the Seattle Mariners and Chase Field, Arizona Diamnondbacks (which will always be BOB to me)
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Bad Service, Mold on Their Food,old Coffe Never Fresh
Posted by Nyd122 on 03/25/2012
2055 N. READING RD DENVER, PENNSYLVANIA -- I was a very good customer to this Dunkin Donuts, I used to order at least 6 cups of coffee a day for me and for co-workers plus food but the service got really bad, and the food was getting pretty bad too.

Once every week I would get one good out of 6 cups of coffee, It tasted like it was never replaced, the sandwiches didn't taste fresh neither the donuts. A couple of times I found mold on my jelly. I work nite shift near this Dunkin Donuts and the lady that works nite shift, she is a very nasty lady and not very clean, she should not be working in a place where it serves food. I never come back to this Dunkin Donuts ever again.
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Posted by Anonymous on 2012-03-25:
Perhaps there was a change in management that caused this sudden downturn in quality? I'd give em' a few months to work through the kinks, and then give them another try. If for no other reason than all the positive experiences you had in the past.
Posted by starbucks customer now on 2012-07-27:
I too went to this d d for 7yrs faithfully and it seems as tho they replaced all the workers that had a clue. Now I don't even want to go there again. Plus they are so rude now!!!!
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Truck Drivers Helper
Posted by Joe .baker on 02/16/2012
SHAMOKIN, PENNSYLVANIA -- I was in the drive on 2.15.12 At the dunkin' donuts at 6:35 am in shamokin pa, when the delivery truck was trying back into the back of the store. The truck driver kept blowing his air horn at that time of the morning and there are homes next to the store. He kept blowing and blowing the horn when the truck diver's helper got out he started yelling at customers to movie their f*ing cars that they were backing to unload. The helper even made some man so upset he jumped out and yelled back at him. The helper told him to get back into his car before he gets punched out. I will never go back. It was so sad to see this.
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Posted by Venice09 on 2012-02-16:
Yikes!.. I think the helper needed some coffee.
Posted by Kris10 on 2012-02-17:
Really Venice?

I think the helper needs a Valium. That's ridiculous. I know these jobs can be frustrating. Did you inform the manager about this? I mean, that's probably going to cost them a few customers.
Posted by Venice09 on 2012-02-17:
Trust me. He needed a cup of DD coffee.
Posted by Kris10 on 2012-02-17:
Well, I know I won't be going to the DD in Shamokin even if I do get up that way. I'm in Harrisburg. This would keep me from going there out of fear that the delivery truck would be there while I go in to get something.
Posted by Venice09 on 2012-02-17:
If enough people complain, these two clowns won't last long as delivery guys. No one's going to put up with that.
Posted by *Brenda* on 2012-02-17:
I like saying Shamokin.

I would tell the manager, that is not acceptable.
Posted by Anonymous on 2012-02-18:
I am only curious if the delivery driver and helper were Dunkin Donut employees or not. Often times, delivery drivers are suppliers such as Sysco Foods, Shamrock, etc...

The OP might consider calling their corporate offices and lodging a complaint. The DD manager should be notified as well, since they most likely will have a direct number to call their supplier.
Posted by Venice09 on 2012-02-18:
I hope the residents complain about the noise, too. Those deliveries are made in the wee hours of the morning.
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