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.
BELLINGHAM, MASSACHUSETTS -- I went to the Dunkin Donuts drive through at 20 Pulaski Blvd in Bellingham, MA the other day and ordered a large hot Mocha latte. The girl on the headset asked me if I would like anything else and I said "yes a donut." She asked "what kind?" and I told her a Boston Cream. She said "thank you please drive up."
When I get to the window she says that will be $3.28 please. I hand here a coupon for a free donut from another purchase at this store earlier that day. She pushes some buttons on the register and says that will be $3.28. I said "isn't the donut free?" She said "you want a donut? What kind?" (With a snide attitude as if I'm interrupting her day) I tell her and she hands me the donut and another crew member gives me the hot latte.
It appeared to be smaller and lighter than what I usually get but I didn't say anything at the time because I just finished grocery shopping and had frozen food in the trunk. I get home open the cover of the hot latte to find that the cup is half empty. So for $3.28 I got a half a cup of Mocha latte, an attitude, and a free donut. (I think it was free I'm not entirely sure) I normally wouldn't post about this problem because I'm sure it happens 100 times a day across all the Dunkin Donuts but I've had this experience at this Dunkin Donuts several times which prompted me to post just one of my problems with this Dunkin Donuts.
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.
NAPERVILLE, ILLINOIS -- I worked at a Dunkin Donuts/Baskin Robbins in Naperville, IL. It was a brand new beautiful store which offered free WiFi, a comfortable leather couch, a leather massage chair and a 42" flat screen plasma TV. We would always receive compliments on our unique store.
I was employed there for a year and a half and in the middle of that time frame we were handed over to new management. The owners of course were Indian and I never had problems with them. They are wonderful people. The store manager was also Indian and our new district manager was Hispanic. Now, at the time I was the only Hispanic employed at that facility so I thought this is great they must be starting to broaden their horizons since they were open minded enough to trust a Hispanic district manager with all of their 12 stores.
Since I was there for the time that I was I had gotten close with a lot of the customers. I knew most of them by name and they always looked forward to my service. They would tell me about how the other shifts didn't provide the same service and quality of product as my shift did.
There came the time when we were all required to take online training classes and be certified in what we do. It took me about six months to finally finish the training, and it wasn't until then that I was able to receive my first raise and up till then I had already been with the company for about a year. It always seemed that management couldn't get the employees to do the online training.
So, they decided to pay a sixteen year old who worked there to do everyone's training. I was shocked when I heard this from the kid himself. I was shift leader so I felt that I had the power to say "no, you're going home". After that I called the store manager and confronted her with what I had just heard and she told me not to get in management's business and to let them handle it. As soon as I finished talking to her, I called the district manager because I felt that I could trust him. I asked him if he was aware of that and he said that he was not and that he would look into it. I later found that he was in it all along and he knew what was going on.
I felt like there was a murder going on and I couldn't do anything about it because the authority themselves were the ones committing the crime. I felt really angry that I had to work hard for those certificates and I actually tried hard to give the customers a good experience since I am aware of all the complaints and bad experiences that people have had at Dunkin Donuts restaurants.
I finally quit after a year and a half because I couldn't take the B.S. anymore and the unethical people that the place was being run by. They never took my Shift leader position seriously because I was only 18 at the time. My feedback and suggestions never mattered.
I would love to own my own Dunkin Donuts and let it be the one that guests actually receive what they ask for and get treated the way they deserve, and it would be the one that people would go out of their way just to get a great high quality cup of coffee with excellent service.
CITY ISLAND, NEW YORK -- The cups ALWAYS leak. Very annoying when it becomes a puddle in your cup holder or drips while you're walking around the house. They haven't and probably never will do a thing to fix it… Maybe a class action lawsuit will get their attention. Otherwise that's the tip of the iceberg with the city island location. English speaking workers would be nice too so the orders aren't always messed up and you don't have to constantly repeat yourself.
WOLCOTT, CONNECTICUT -- We were charged double. They asked if we wanted a receipt, which they should give to us without asking. I am very upset because I am always there buying my coffee. Something needs to be done.
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 they're head in disbelief!!!