JACKSONVILLE, FLORIDA -- Went to store 588915. Made an order that should've cost only $8.93 cents. Employee charges my card for $22.26. We see the mistake, then she charges the right amount of $8.93. Finally manager who had an attitude the entire time states she refunded the mistake. Still showing on my account for two charges. Went back in to show my statement, the manager, upset, says, "You have to wait 24 to 48 hours for a refund". WAIT. REALLY. You didn't wait to charge my card twice. Credit card processing doesn't take that long. That's a selfish way. The owner has the processing system set up because they don't trust their employees. I'm going Krispy Kreme for now on...
NORTH SYRACUSE, NEW YORK -- Ordered a large coffee, they are out of large cups. Ordered a sausage bagel, they are out of sausage. Too often they are out of lids. It is most frustrating to wait in line to then find out they don't have what you'd like to order. Their credit card machine or cash register is often broken but they don't post a sign saying "cash only". You only find out once you are at the window. Something is seriously wrong with this place. The store is a nasty mess daily around 1:30/2:00 and employees can be seen leaving (perhaps it is the end of their shift).
RANDOLPH, NEW JERSEY -- I am writing about my last experience at Dunkin Donuts store # 302996 in Randolph, NJ. I went there a week before today, and had a large order for the office I work at. One of the things on my list was a medium hot water. When I went back across the street to my office, I looked at the receipt and noticed that I was charged for an extra medium coffee, as opposed to a hot water.
I called the store up and spoke to the Manager, **. I identified myself as **, the girl who always comes in with an office order in a scrub top. I explained the situation and said if I come in next time, could I get a free medium coffee instead of going back there at that moment to be reimbursed? ** said yes.
I went in today, 11/10/11 at 10:17am with yet another office order. I saw ** standing next to the cashier, **, and I handed her my written down coffee-order and I said "I was here last week and got charged for a medium coffee when I had a medium hot water. ** said I can get a free coffee." ** looked at me, and nodded his head.
The cashier, **, raised her voice at me and said "Oh, no you got two hot waters last time! I charged you for two waters. And you know what? That's 50 cents. Oh no, no wait, that's 75 cents because you wanted lemon packet on the side." I responded "No, I only got one water." She again tried to argue with me, then asked another co-worker, and they said one.
** pushed my list back at me, and demanded that I read it to her this time. I said, "You want me to read all this to you?" She said "Yes." So as I was reading her the list, she was talking to me with a nasty condescending tone of voice the whole time. She put a total of 5 coffees in front of me and told me what they were. I pointed to one coffee and asked, "Is this the decaf one?" ** threw a pencil my way and told me, the customer, to write on them what each were. Last time I checked, it was the Dunkin Donuts employee's job to write what each coffee was, not the paying customer.
She kept mentioning about the water, and she told me I am only going to get a 50 cent discount. I said "whatever" to her. She then started shaking her head back and forth and said to me "you want lemon with this? Lemon with this I charge you more." This place doesn't even have real lemon, they have lemon packets. I will never return to this unprofessional place of business again.
I go there at minimum twice a week for the office I work at, spending an average of 10-15 dollars worth of coffees and sodas each time. I am always friendly and thanking them for their service, yet the employees are always nasty and rude.
ELMSFORD, NEW YORK -- Went into this location, Dunkin Donuts, at, 182 Saw Mill River Rd, Elmsford, NY on Friday, October 9th at around 6PM. I had a valid Dunkin Donuts coupon offering me a dozen (12) donuts for $6.00. I noticed 2 things. One was that the regular price of a dozen donuts was $6.99. Secondly, there was a small sign on the counter by the register that said that only one coupon can be used and they can't be combined. I informed the clerk that I had a coupon. This coupon was in the Sunday paper ad section where many companies place cut-out coupons. The clerk indicated that this location does not accept any coupons, effective "2 days ago."
I have never had a problem using a coupon at a Dunkin Donuts location, no matter where located. The clerk indicated that his manager ** told him no longer to accept coupons. I wondered, if they are no longer accepting coupons why did they need to have the small sign by the register. I asked to speak to a manager. The clerk indicated that there was no manager on site at the time and that the manager will be in the next day. So the clerk let a customer leave your store pissed and annoyed as I went out of my way to get donuts.
Let's look at this further. Firstly, I bet the founder Rosenberg would be spinning in his grave if he knew that a clerk let a customer leave a location dissatisfied. Remember, on the Dunkin Donut website they have his business principles. Maybe it's time for the manager, the clerk, and the franchise owner to review them over and over. Of course there is the possibility that the franchise owner, who is expected to led by example rather take the risk of losing one customer as they seek out the mighty buck.
With economic problems throughout the country one would expect that a franchise owner would not want to alienate any customers. But then again, a coupon cuts into his profit margin and maybe the amount he lost by accepting them would result in something he cannot accept. However, he failed to realize that the loss of a customer will hurt his financial bottom line many hundred times more than the value of the coupon.
I intend to post the information about what happened all over the web. Over the next few days corporate Dunkin Donuts can read about it on the various consumer websites such as Yelp, Yahoo, Facebook, and others as I intend to pass this negative experience to all I know and then some. I even took the time to call other locations in the area and all would accept the coupon.
Oh, by the way, the coupon would have yielded me a total saving of a whopping, get this, 99 CENTS. It's now become a matter of principle, and not the 99 Cents that matters. For as far as I am concerned, Dunkin Donuts has lost a long time customer who will not enter any of your locations again. But then again, do you care? We shall see if you take the time to respond to this complaint.
STERLING, VIRGINIA -- I was overcharged for a combo and the server, a female, clearly NOT named ** 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.
MORRISVILLE, VERMONT -- I bought several thermos made in malaysia but would love more! I left my thermos outside in -20 degrees here in vermont and co-worker were amazed it was still hot next day when I returned. I bragged about this thermos for years and others must have found they were the best cause I can't locate more of them. I have tried many different thermos and none has met up to these standard except this specific thermos made in malaysia.
Dimensions are 12" h x 3" width with maroon cover. These are patented thermos. Sure wish dunkin donuts would order more for that are the best well made thermos. Should anyone come across another thermos they feel meets these standards please feel free to let me know! Or if anyone knows where I can purchase more please let me know! This was the best thermos ever.
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?
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!