Dunkin Donuts Complaint - Horrible Customer Service
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!!