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Complaint Details
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Initial Complaint
11/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 10/13/2024 at Dunkin ***********************, on the app we ordered two cups of coffee a bottle of water 2 bagls and a bancon sandwich The order was ready so we went to collect only to be told they had no food and we could have donuts or get a refund on the app, we took ONLY the two cups of coffee and left We following there instruction and on 22nd of October I reached out to Dunkn for a refund, who sent me to the franchisee To save time and the multitude of calls and emails to both Dunkin the represenatvive of the franchise owner - many promises have been made and broken, I was told gift cards were sent, I never wanted or requested those, I am and still am looking for a refund - on the last communication the franchisee told me only Dunkin corporate can issue that SO the ****** is dont place an order on the app or avoid Dunkin
Business response
11/19/2024
The ************** Loyalty Support team emailed this guest on 11/19/2024 requesting additional information.Customer response
11/19/2024
Better Business Bureau:
I have reviewed the response submitted by the business and have send my details for the refund, they state it can take up to 14 days Please leave the case open until it iis received
Regards,
**** ******Initial Complaint
11/14/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Dunkin has refused to refund a mobile order that was not filled. All they offer is "points" and I do not participate in "points" programs. I have repeatedly demanded a refund to my method of payment, which they refuse to do. When you call their mobile order customer service phone number, it states it cannot accept calls then hangs up on you. It seems Dunkin will do anything and everything to not refund an order that wasn't filled. This is a violation of Massachusetts consumer *********** #: ******** Amount: $8.86 Dunkin mobile order #*** Date: November 5, 2024, 6:31 a.m.Location: **********************************************************Business response
11/19/2024
The ************** Loyalty Support team reached out to this guest by email on 11/14/2024 resolving their issue.Customer response
11/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***** ******Initial Complaint
11/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Monday, October 21, I went to Dunkin Donuts to get two croissants and two coffees a place my order on my mobile app picked up the order just to receive two burnt un-eatable items whomever made these new that they should not be serving this to anybody it was approximately eight fortyish, but I can upload my mobile pictures as well. This is ridiculous and they should be ashamed of themselves.Business response
11/07/2024
The ************** Guest Support team emailed this guest on 11/7/2024 requesting additional information to address about their concerns.Customer response
11/08/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Cyearra
Initial Complaint
10/31/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have visited the *******, ME Dunkin daily for as long as I can remember. I spend ***** dollars daily here. I always order 10 butter pecan swirl in my latte before heading to work. I unfortunately, rarely get the amount that I paid for. Let me remind you that you have to pay for all extra swirls, these are not free. This allows the employee to make it however they want. I have spoken to Dunkin a few times about this and they offer me a free latte. I think they owe me about 50 free lattes at this point. Save your money for another establishment who actually care about their customers order and can read the actual order correctly. Also, Ive reached out to Dunkin through email and surprise surprise, no response.Business response
10/31/2024
The ************** Guest Support team contacted this guest on 10/31/2024 and was able to address their concerns.Initial Complaint
10/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Bad customer service and badgoodBusiness response
10/30/2024
The ************** Guest Support team emailed this guest on 10/30/2024 requesting additional information,Initial Complaint
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I would like to file a complaint against Dunkin Donuts **************** team and also the ****************** located at *******************************************. On Friday, October 18th, my dad ordered me a Kiwi Watermelon Refresher, but when he brought it home, I noticed the sticker said Kiwi Watermelon and it was all yellow, when I actually ordered a Kiwi Watermelon . They gave me the wrong drink. I contacted Dunkin Donuts **************** and explained that this ****************** location often messes up orders and the entire staff needs to be retrained. Every time customers like me go there, the workers make me repeat my order four times before getting it right. ************** Coordinator, ******, responded and stated that they will not forward my complaint to the Franchise owner. Instead, they requested a copy of my receipt. I explained that they never gave me a receipt, but I do have a picture of the cup. I asked ****** if they would inform the franchise owner, but they did not. Case #******** - [ ref:!00Df404mQE5.!500Uu0DSSDF:ref ]I want Dunkin' Donuts Corporate to inform the franchise owner that customers are complaining that the staff are consistently getting people's orders wrong.Business response
10/24/2024
The ************** Guest Support team contacted this guest on 10/24/2024 and was able to address their concerns.Initial Complaint
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order through Dunkin App at around noon on 12/22/2023. When I went to pick up my order, one of the employees told me that nothing in my order was available. Everything had sold out since 9am on that day. So I asked for a full refund, but he said there's no way he can do it. He just told me to contact customer service by myself. And I did email customer service a few times. The representative told me that I would be contacted within two business days, and if not, reply and let them know. Guess what? No one has contacted me, and when I emailed back, representatives kept saying I would be contacted within two business days. Its been almost a year, and I am still waiting for someone to contact me. This is the worst experience I ve ever had with Dunkin Donuts. Here are my questions: If everything had gone since that morning, why the App still let me place that order? Actually I tried multiple pickup locations, that is the only store that said ITEMS ARE AVAILABLE.Why the store did not notify me that everything was sold out? I went to the store half hour after I placed the order. They had enough time to let me know in advance, but they just did nothing.Why do I have to contact customer service, instead of getting a full refund immediately at the store? I went in store, did not get my order, did not get a refund. A TOTAL WASTE OF TIME.Did customer representatives actually read my emails? I said no one contacted me, but they kept replying that I would be contacted within two business days. Looking forward to your reply, thank you.Business response
10/24/2024
The ************** Guest Support team contacted this guest on 10/24/2024 and was able to address their concerns.Initial Complaint
10/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I had bought some munchkins at the Dunkin Donuts at the *********** and I got extremely sick foodborne illness, food poisoning, and when I reached out to the company, they said there was no way that the donuts wouldve got me sick. I was vomiting for five hours on the plane, returning back home. They cannot even offer me some type of compensation not even a gift card, they still did not even refund what I paid for the donuts that got me sick. That shows they do not care about their customers. they also told me they dont believe that I got sick for the donuts. Again, they could at least offer me some type of compensation even a gift card, but not even that. Horrible customer service and carelessness for food safety on their end and serving old donuts and handling their food with not the proper care.Business response
10/24/2024
The ************** Guest Support team contacted this guest on 10/24/2024 and was able to address their concerns.Initial Complaint
10/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
WHERE IS MY REFUND THAT I ASKED FOR 100 TIMES NOW?!? Attached is the emails I received from dunkin asking for my credit and personal info which I gave them and they never refunded me! I reached out multiple times and they ignore me! So now I'm involving the bbb! ********* has better customer service ! I will soon start going there!Business response
10/30/2024
The ************** Loyalty Support team reached out to this guest by email on 10/19 refunding their order and resolving their issue.Initial Complaint
10/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed a mobile pickup order for a dozen of donuts in this store in a rainy and windy day. I arrived at the store about 30 minutes after placing the order. When I arrived, the employee said they ran out of donuts. I was not happy about that but I can only said fine refund my order. Its is now three weeks after and expect two emails with cliches and lies, I still havent received my refund. I was really hoping that they can improve the mobile ordering experience but now I believe stores like this dont deserve customer feedback.Business response
10/24/2024
The ************** Loyalty Support team emailed this guest on 10/24/2024 requesting additional information to address their concerns.
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