Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been overcharged several times while using the Dunkin app when ordering from their Dunkin Go2s menu. This menu offers a reduced price when ordering 2 of the same item. For the past several times I have ordered, I was charged the full price. They claim the discount applies once the order is sent. The last time this happened, I decided to check the order history and totals. 3 orders in a row where I ordered from that menu, I was overcharged. Im sure there are more transactions where I was overcharged, but I cannot see them as the transaction history doesnt go back any further. When I saw I was not discounted, I spoke to the owner of the local Dunkin in town. He claimed his system was correct and it was a corporate issue. He suggested I email the company for best results. I was told they would adjust my account $2.0. When I inquired what that amount was supposed to equal I never received a response. I sent a new complaint in through the app, and was asked to call. I called this evening and the recording estimated a 30 minute wait. I dont have 30 minutes to wait in hold for something they will not resolve. I will include a picture of the Dunkin Go2s menu showing the pricing as well as 3 transactions where something was ordered from that menu. I will also include pictures of the emails.
Business response
12/09/2021
The ************** Loyalty Support team reached out to this guest by email on 12/7/21 and is reviewing the app pricing with our IT team.Customer response
12/09/2021
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.
They sent me an email stating that I had to call (see attached screen shot). After calling and waiting on hold for 10 minutes, a recording came on stating the estimated good time was greater than 30 minutes. Their response was after multiple emails.
I have provided a copy of their menu with prices, I have provided copies of the transactions, and I have not received a refund. There is no need to discuss anything via phone. Written correspondence is required. This is a classic bait and switch tactic. I have been a loyal customer for over 30 years. I have spent almost $3700 in 2 years just with purchases on the app as you can see in the attached pictures.
my next step will be contact NJ ******** of ******** Affairs and the Attorney General.
[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,Perry
Business response
12/22/2021
The ************** Loyalty Support team has been in contact with IT, who has informed the Franchisee that they need to call the *** to assist on how to correct the pricing on the *** system at the store.Customer response
12/26/2021
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.
Now that we are in agreement to there being a pricing/overcharge issue, where are the refunds for the multiple overcharges? I requested a refund which will be the only acceptable resolution. I am figuring the refund should be around $20.
[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,Perry
Business response
01/10/2022
The ************** Loyalty Support team reached out to this guest by phone on 1/10/22 and adjusted his account appropriately.Initial Complaint
12/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I’m a current customer of Dunkin Donuts and use a mobile app to make purchases on a daily basis. The company provides points for all purchases that are eligible and provide an opportunity to get free items for purchase. I have been using the app since 2019 and purchased only items that are eligible. I’ve been purchasing the same items on a daily basis for awhile. I’m a daily customer. I go everyday to Dunkin’ Donuts. On August 27th I stopped accruing points. I have emailed the company multiple times, and have been offered a few points, but nothing close to what is owed to me. I’ve asked them time and again to fix the problem so I begin accruing points again. Their solution is to blame the store. I’ve spoken to the district manager that oversees the location I go to and explained that the store has nothing to do with points. Since august 27th I’ve spent at least $650.00 and have received no points. Although the pictures show points earned. When you click details I states that points can’t be calculated.Initial Complaint
12/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Location incident occurred: MM ***************************************************************************************************************** At approx 8:20PM I was next to place my order i only had cash so if you had cash you needed to stand in line for card pymt you needed to use kiosk because their CC machines were down. After standing there for almost 20 minutes and no1 attended me I left to use restroom when leaving i noticed a cashier was there an older bald white gentleman whom was complaining about being at work all day from 11am and he had to stay till 2am because another employee didn't show up he was saying he was going to walk out n he didn't take a break all day he was extremely unprofessional and irrate so a younger black gentleman whom no offense was definitely LGBTQ affiliated (I didn't get his name) came and told the older gentleman to go take a break he would help the customers mind you this is after standing in line the 1st time for over 20 mins the 2nd time in line took over 15mins the younger black guy takes a gentleman in front order and says to me "Go to kiosk I'm closing register." With no further explanation as to why I responded "Does this mean your not going to take my order I only had cash" he said "look you didn't hear me I'm understaffed no one decided to come to work today but I and I can't make everyones ****** and work the cash register so yes I'm closing the register for order at kiosk" again I politely reminded him "I only have cash I have been waiting for over 44muns to just place an order for 1 coffee I'm driving to *************** and need caffeine to wake up it's just a medium hot coffee you can't just take my order please" and he rudely responded "I don't know what to tell you I'm understaffed and can't " meanwhile out of 8 kiosk at this rest stop plaza only 1 was working and the line was long plus again I only brought cash with me honestly did he should of taken everyone order who was in line at that time and than closed the register I mean it's called customer serviceBusiness response
12/09/2021
The ************** Guest Support team reached out to this guest by email on 12/5/21 and the representative was able to assist the guest in getting into contact with the franchised store so the issue could be addressed.Initial Complaint
12/01/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I know I will not hear from anyone at customer service from past bad experiences. I went through a dunkin drive through in ********** ** and waited a half hour. The manager was not helpful with a coupon. the pancake bites were hard and cold. their was a small hair on my egg sandwich so probably someone was wearing a sweater making food and the hashbrowns were missing 1 and soggy. Horrible meal and service. This location is rude and dirty. managers are unproffessional and always out of stuff. customer service does not care. i had bagel issue after bagel issue in the past and the customer service and locations would not fix it. honestly all the locations seem to have problems and when i got my meal is either wrong, missing something, witness something unsanitary or a coupon issue and a manager who does not help.Business response
12/09/2021
The ************** Guest Support team reached out to this guest by email on 12/4/21 and the representative was able to assist the guest.Initial Complaint
11/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Nov 14, 2021 at 6:01am I made a mobile order for pick up at a DD location at *****************************************************. We went through drive thru, after being asked to move so cars could leave we got screamed at by another customer through a window & went inside. We never received our order. After over 30min we left without our order. I tried to cancel the ************* able to. We do not live in **, we live in FL. I immediately contacted DD, got an email back that the franchise would contact me, never did. I contacted DD again about it. Nothing. Went to ******* got a dm, they located my case. Still nothing. Its been almost 2wks & all I want is a refund for our order we left without getting. We couldnt wait anymore as we had to be at a lacrosse tournament at 6:30am, left DD at 6:35am without our food. My daughter who is 12 was forced to play an hour long game starving because DD refused to complete our order & after 2wks I still dont have my refund. This is totally completely unacceptable. Give me my money back. My case #********. Its really not that difficult to give me a refund for what I left without because the store wouldnt do my order.Business response
12/02/2021
The ************** Loyalty Support team reached out to this guest by email on 12/2/21 and was able to provide a refund for the guest through our loyalty app.Customer response
12/02/2021
[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 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.I am happy with the resolution but am not happy it took a month to get my refund. The franchises was totally unresponsive which is why I went to corporate and corporate needs to address this yon their own. Had I not filed this complaint I do not believe anything would have been done. Standards for franchise owners need to be held and when they arent corporate needs to step up.
Regards,
*************************
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.