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Complaint Details
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Initial Complaint
12/25/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I spent 3 hours trying to get breakfast from them and they couldn't seem to make the breakfast. I was charged through doordash for $30 for an order that I didn't receive. I then went to 2 locations where they couldn't make a breakfast sandwich. I want $300 for wasted work hours and having to take an insulin shot because they messed up my blood sugar. Also for them being disrespectful to me by calling me pet names like honey and the manager hanging up on me. Merry Christmas to me.
Business response
12/29/2021
The ************** Guest Support team reached out to this guest by email on 12/29/21 requesting additional information so the guests concerns can be addressed with the appropriate teams.Customer response
12/30/2021
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,********
They never emailed me as they claimed they did. I checked my inbox and spam folders and there is nothing from this company. Thank you. ***************************.Business response
01/03/2022
The ************** Guest Support team has re-sent this guest by email on 1/3/22 requesting additional information so the guests concerns can be addressed with the appropriate teams. Just to check, the email we are sending to is ****************************. If this is wrong, please let us know. The email will be coming from ******************************************.Initial Complaint
12/24/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order for 2 shirts placed on 11/27 with an **** day delivery @$40.76 On 12/20 I contacted company and was told they would send out for delivery (no explanation why they hadnt before) and would arrive 12/23.On 12/24 was told they were delivered on porch, but they were not. *** will only let the company file for lost packages. I dont think they were ever sent.Either the link Dunkin is giving me is a fake *** url or the entire apparel company is a scam. I want my $ refunded immediately. ORDER DKN38529Business response
12/29/2021
The ************** Guest Support team reached out to this guest by email on 12/29/21 to make sure the guest is reaching out to the appropriate team in regards to this merchandise issue. The email provided was for ************************************.Initial Complaint
12/23/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a gift card on Dunkin Donuts site on Dec 3, 2021. I was told it would take '1-3 days' to process. I contacted the co via email and was told '1-4 days' - fast forward more than 8 days after the order, I'd still not received the card - I was told it was processed and coming. Further days go by - no card in the mail, I contact them again and was told best to change the plastic gift card to an e-card - I did that. When I got the notice that the e-card was sent to the recipient, I contacted her and she had not received it. I went on line and have since 'resent it' 3x but to date she has still not received it in her email (spam/junk checked as well). I'm now waiting for a response from their customer service but to date I've gotten no advice or help. At this point, I simply want this gift to get to the intended recipient but absent of any additional help, I need this co to respond and resolve.Initial Complaint
12/23/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On Dec. 15th 2021, I placed a mobile order for a coffee (which I had a free reward for and did receive and therefore isnt part of the price), two maple sugar bacon wake up wraps, and a hash *****. The total for the order was $6.17. I got to the restaurant and the employee told me she is the only one working and is not serving food, and stores cannot issue refunds for mobile orders.I contacted customer support via email, and received a confusing response that I could get a credit to my debit for for a free drink, which even at the largest size is not equal to price of the food I never received, or a maybe a refund to my card, but it was confusing and not very clear as to which I would receive. It sounded like the refund to my card would have been the credit for a free drink.I replied back asking for clarification, to make sure I was understanding this properly, and received a response that was nearly identical to the original, and of absolutely no help. If someone had responded yes that would be a refund for the entire price or no it would be a refund for a free drink that would have been helpful information, but instead I received what seems to be an automated message, and have made no progress since then with them.Im now being told that theyre sorry theres no easier solution, while they offer no solution at all. Why is it so difficult to issue a $6.17 refund for services you never provided?? Why is it so difficult to respond to a customer asking for clarification on what kind of refund theyre being offered?? Why cant employees **** in the app if theyre not serving food or out of certain items, and why cant they issue refunds for mobile orders to prevent this kind of mess??I have no intention of going back to Dunkin, and therefore would like a refund to my card, for the $6.17 worth of food I never received, not a store credit, and especially not one that isnt for the full price of what Ive been robbed of by them.Business response
12/29/2021
The ************** Loyalty Support team was able to provide a refund for the guest on 12/29/21.Customer response
01/03/2022
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.
Thank you for your help in solving this issue!Initial Complaint
12/23/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On Friday, November 26th, Baskin-Robbins had a contest in which the first ***** people to enter a promo code on their website at a certain time would be able to redeem 1 of ***** free Brrr the Snowman ice cream cakes. Eventually, on that day, I was able to enter the promo code to my cart and my total showed as $0.00. I was eventually able to check-out that day; however, the final price changed on my checkout page from $0.00 to $32.09 on the confirmation page. The price shouldn't change from the checkout page to the confirmation page; that is fraud. In the end, I was and am still charged $32.09 for this cake which should have been free. As I was charged for the cake instead of it being free, I never picked up the cake at the local Baskin Robbins, and despite my attempts to get the charge remove by contacting customer service, my charge for an item that I never acquired remains with my credit card. I was just offered a $10 gift card from customer service for this inconvenience, but my fraudulent $32.09 charge to my gift card still remains. While I should technically receive the free cake and have $32.09 refunded as that is what I was shown on my confirmation page on the ** website, I will settle to just have my money refunded back to me for an item that I never receive or ordered - an item that I was fraudulently charged for. Thank you for your assistance.Business response
12/29/2021
The ************** Guest Support team spoke to this guest by phone on 11/29/21 and the representative was able to assist the guest. The store owner has since responded to us on 12/6 with the response that they have reached out to this guest and asked them to come to the store to process the correct refund.Initial Complaint
12/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
12/19 I ordered a latte from Dunkin Donuts. The app says it should be $3.00 for medium. At the store on **************************. I was initially charged $5.00 cash by mistake. I told them no its not correct and Ill pay through my app. Second time she rang it up at $4.34. Transaction # *** at12:16 pm. I told her its still not correct. It should be $3.00 plus tax. Third time it was rung up as $3.27. Transaction #*** at 12:17 pm. This is correct. However I was not credited for the mistake of $4.34 on my app. The money was taken out of my account by the worker. She never refunded. This happened to me before at this store. And people on line told me it happens all the time. Yes its $4.34however its fraud. And when they do it to many customers it adds up in their favor.I was called by the manager 12/21 and told to come by with the receipt! This is a digital world and I dont have the TINY piece of paper. I do have transactions on my app.All I want is a refund of $4.34 for their fraud.Business response
12/22/2021
The ************** Guest Support team reached out to this guest by email on 12/20/21 informing them that the franchise will be reaching out to discuss getting the appropriate refund from the individually owned store location.Initial Complaint
12/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
December 18,2021. I visited my local Dunkin for my daily pickup order at ***************************. I have never had such a disrespectful experience with a store manager EVER! I walk in as she was yelling at her fellow employees because it was busy and rudely asked me if that was my car as I proceeded to tell her yes. She again asked me this time practically yelling at me again asking if that was my car parked in the Handicapped spot as I told her yes. After asking me multiple times she told me that is a handicapped spot your not allowed to park there Well as I may not look handicapped, I am. If I wasent then my mom is whos car I was driving with her in the passengers seat.She didnt bother to ask if I had a plate and wouldnt have been able to see from where she was in the store! This is pure DISCRIMINATION and disrespectful! This women did not even have the courtesy to politely ask me but also made it known to the whole store by the volume of her voice. If you ever want decent service with people who are considerate and dont make assumptions on the way you look then dont come here!Business response
12/22/2021
The ************** Guest Support team reached out to this guest by email on 12/22/21 so the guests concerns can be addressed with the appropriate teams.Initial Complaint
12/14/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
11/22/2021 and 4 prior visits within 2 weeks time frame. Food issues: Every order (3) for bacon, it was raw and cold and I had to remove the bacon for my safety from food poisoning even though I had paid extra to have bacon on my products (bacon, egg and cheese croissants). Twice the cheese was burnt, black! I showed the employee and all that was said was, "Yep, looks burnt to me" and a laugh followed by another comment, "they don't know how to **** back there". Coffee is always ordered with 10 sugars but on 3 visits there was NO sugar at all, I returned to the store to request sugar packets and was told NO!! They were out of sugar the employee replied. I have contacted the corporate office and told they can't help me since no manager is available at that location. I want the orders corrected by credits that properly will provide replacements of foods and coffees served, raw, cold, incorrectly please.Business response
12/16/2021
The ************** Guest Support team reached out to this guest by email on 11/11/21 requesting additional information so the guests concerns can be addressed with the appropriate teams. The Guest Support team will resend the email today, 12/16/21 to make sure the guest has received it.Customer response
12/17/2021
[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 NOT satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to NOT accept the business response that my complaint will need to be kept open and active until resolved. This is a very small town, this business expected me to reveal to ALL the employees so the employees can provide me a free beverage and this is not a safe or respectful way to expose me to the many teens working there to have them retaliate against me and possibly bring harm to my teen grandchildren I raise for my daughter in Heaven. I truly prefer to be unknown to the kids working there, such as a simple compensation via gift card or coupon so no workers know for certain I have filed complaint against them please.
Regards,
*************************Initial Complaint
12/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 12/4 I went to your location in Sharpsburg Ga, The inside was locked even though they had 4 or 5 people working, I went through the drive-Thur placed my order got to the window looked in the bag my order was wrong! When I told the young lady she said we don’t have anymore of that donut this is after paying. She give me attitude rolled her eyes. ( Dunkin case number 09022039 no reply since 12/8 I’ve also emailed the manager with no responseInitial Complaint
12/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went to Dunkin Donuts drive thru on ****************************** around the 7th of December, 2021. I ordered about $15 worth of food. I was on a 30min break from my employer which doesn't leave a lot of time to eat after going through the drive-thru. When I sat down to eat my food back at my work, I realized they had forgotten my order of hash browns, which was one of the only two things that I ordered so I was looking forward to eating them. I called ****** and told them that they forgot my hash browns and that I only had 30min break, they offered to remake them and for me to come back and get ******** explained that if I did that I wouldn't have time to eat but they offered to give me two orders if I came back. I told them I didn't want 2 orders because I wouldn't have time to eat both but I would come back. When I went back to pick up my hash browns, I asked them instead of giving me two orders of hash browns could they please just give me a small refresher drink which was roughly the same price of the hash browns. They told me they couldn't do that so I left unsatisfied & as I was leaving the girl who made my hash browns yells out "I don't see what your big deal is I made your **** hash browns" so that made me upset enough to reach out to the manager a couple of days later. When I spoke with the manager (***) about it, the only thing she was concerned about was that her cashier was right because she couldn't give me the refresher that I had asked for because it "cost $1 more than the hash browns cost and she can't be losing a dollar for something like that" which basically told me I wasn't even worth a dollar nor was my business. After that I called the customer service number for ********************** to complain to someone higher up in the company as I still hadn't had my issue resolved. I was told I'd get a call back from someone within 72 hours. I still have not heard from anyone and still have no resolution to my issue.Business response
12/16/2021
The ************** Guest Support team reached out to this guest by email on 12/16/21 and the representative sent this information to the store owner requesting that the owner reach out to this guest to address this issue at the store.
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