This business is not BBB accredited.

Dunkin' Brands, Inc.

Phone: (781) 737-3000 Fax: (781) 737-4000 View Additional Phone Numbers 130 Royall Street, Canton, MA 02021 http://www.dunkindonuts.com View Additional Web Addresses


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Description

Dunkin' Brands, Inc. is a nationwide restaurant franchiser that includes Dunkin' Donuts and Baskin Robbins stores . 


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Dunkin' Brands, Inc. include:

  • 4 complaint(s) filed against business that were not resolved

Factors that raised the rating for Dunkin' Brands, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 165 complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

165 complaints closed with BBB in last 3 years | 61 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 32
Billing/Collection Issues 7
Delivery Issues 1
Guarantee/Warranty Issues 1
Problems with Product/Service 124
Total Closed Complaints 165

Customer Reviews Summary Read customer reviews

6 Customer Reviews on Dunkin' Brands, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 6
Total Customer Reviews 6

Additional Information

BBB file opened: November 01, 1961 Business started: 01/01/1950 in MA Business incorporated 12/17/1973 in DE
Type of Entity

Corporation

Ticker Symbol

DNKN

Number of Employees

565

Business Category

RESTAURANTS COFFEE & TEA SHOPS COFFEE ICE CREAM & FROZEN DESSERTS-DEALERS COFFEE BREAK SERVICE & SUPPLIES BAGELS Full-Service Restaurants (NAICS: 722511)

Restaurant Details
Menu URL: http://www.dunkindonuts.com/content/dunkindonuts/en/menu.html
Alternate Business Names
Baskin Robbins Dunkin' Donuts
Industry Tips
Restaurants

Customer Review Rating plus BBB Rating Summary

Dunkin' Brands, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    130 Royall Street

    Canton, MA 02021

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/25/2016 Advertising/Sales Issues
5/21/2016 Problems with Product/Service
5/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: One of the franchises I visit regularly in ********** Vermont, is not only very poorly run, but on an average basis the place is filthy. I know for certain, and can produce witnesses that food has been help over coded dates and sold to customers at full price. Recently, the manager of this institution would have the Heat on so high that people would report feeling sick because it was like being in an oven. I did my due diligence and contacted the district manager ***** after being laughed at by the manager several times and ignored. He not only started a fight with me over the phone, I had his number from when he asked me to call him with complaints, but told me I was being ridicules. The next day after ***** told me that he would deal with it, after giving me no end of crap, I walked in to get my usual and was greeted by the horrible manager with a new set of rules that applied to me and from the situation only me. One of which was that I could not have my feet on the furniture. This was interesting because the woman at the table behind us was sitting indian style on her chair which meant she had both feet on her chair, but I did not hear ***** say one word to her. I have been going to this restaurant for 15 years and never had I ever felt singled out by any manager. Yet today because I made the complaint about the heat I am suddenly foremost in position to be attacked. I suffer disabilities that affect me that if I get to hot I fall asleep, it is not something I can control. I was singled out for this as well. I have contacted Dunkin brands several times regarding this restaurant and they seem to be incapable of dealing with the issues that surround this poorly run institution of theirs. I have not been able to get any sort of remediation towards this behavior which has become worse and worse over time. I will not be singled out by a manager because she is angry with me, and I will not allow this to go unheard of. I also will not be ignored by a corporation because they cannot control their franchises.

Desired Settlement: I would like a contact from someone who can actually fix this problem, not a call center rep, but someone with actual authority.

Business Response: This store,  as the majority of our stores are, is independently owned and operated by an individual franchise owner.  The franchise team at this location has spoken to guest a multiple times regarding the guest's complaint and concerns.  The franchise team is the team that handles the guest's complaints or concerned as the store is independently owned.  The franchise owner of this location has been made aware, via e-mail on 5/10,  that the guest has sent this message to the BBB.     

Consumer Response: 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. Regards, ***** ***    

Business Response: The franchise owner/representative of this location has reached out to this guest on multiple occasions with regarding the guest's complaints and or concerns.  The Guest Support Team of Dunkin' Brands considers this case to be closed, as the guest was contacted.

Consumer Response: Better Business Bureau: I have no intentions of considering this matter closed until the franchise holder actually does something to improve the condition of this store. If this is the manner in which dunkin brands wishes to be viewed while in the hands of said franchise, then i of course feel justified in a more aggressive aporoach regarding this store. Dunkin is in this retords able to help mitigate a less public and potentially embasassing campaign against yhis store. Surely something can be done to help at least the cleanliness of their store or is it their belief that filthy stores are a part of their public image. 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.  Regards, ***** ***    

5/7/2016 Advertising/Sales Issues
5/7/2016 Advertising/Sales Issues
5/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used Dunkin Donuts DD app for ***** ****** as a consumer. Purchased multiple virtual gift cards to participate in a rewards program. A total of $85 was debited from my DCU checking account, and never credited to my DD Virtual gift card, I wrote an email and called about my concerns. The outcome from them (which I have in email form in writting) states they cannot help me. They basically stole $85 and refuse to investigate further, even when my statement was sent to them of proof of debit

Desired Settlement: $85. Either credited to my dunking DD app , or a check written to me.

Business Response: This concern was brought to the attention of Loyalty Support Team at Dunkin' Brands.  A representative from Loyalty Support will be reaching out to the guest in order to assist him with this.   

Consumer Response: 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.  [I have not been contacted as promised.] Regards, ******** *****    

Business Response: The guest was called and a voicemail was left on 4/21/16 at 2:42 pm. An email was also sent on 4/21. We have not received a reply yet. We have made the appropriate representative aware and will attempt to reach out to the guest again.

4/30/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have complained many times that your app is deleting my earned free coffee coupons well before the expiry date. 6 times you refused to provide an explanation of where of when these very traceable barcoded coupons went. I was even insulted in a store by the manager when trying to use one i printed out. He accused me of already using the coupon and trying to use it again. This morning, you deleted another. ****-****-****-* is not due to expire until May 13th. I demand to know when and where this coupon was supposedly redeemed. I have talked to many others who also claim you are randomly deleting their coupons too. Either a) you are scamming us on purpose to save money or b) you have a serious security leak and people are stealing these coupons.

Desired Settlement: I demand to know when and where this earned coupon ****-****-****-* was supposedly redeemed. I also demand an explanation of why your program which claims to provide these coupon benefits in exchange for spending $40 is deleting coupons without notice.

Business Response: The Dunkin' Brands Loyalty Support Team had reached out to this guest on 4/6/2016 via e-mail with regards to this.  The guest's comments and or concerns that were sent to the BBB have been forwarded to the Loyalty Support Team on 4/15/2016.  A member of the Loyalty Support Team will be reaching out to the guest directly with regards to this.   

4/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been using the Dunkin Donuts app for years., which is linked to my DD card. Each month the $$ on the card is replenished via a credit card. A new DD app came out recently and I when I logged in to the new app, my contact info and credit card info transferred but not the amount of money I already had on the card/original app, or the perks I had earned or the promised promotional rewards for using the promotional code when I got the new app. I contacted DD and they replied saying I must have entered the wrong information. If I had made an error in registering, *none* of my info would have transferred to the new app (the credit card info did transfer), plus there are many compaints on DD's ** page about exactly what I am reporting here. DD has my name, contact info and the number of the card/account on the original app. I tried registering the card info to the new app manually but got a message that the card was already registered. As of right now there is no way for me to get the information transferred from the old app to the new app which means when the old app is discontinued, the money and rewards earned will be lost. It's hard to believe that this is accidental, as DD could have updated their app rather than launch a completely new separate one (right now there are two DD apps in the App Store), and none of this would have happened, to anyone.

Desired Settlement: I want the balance I have on the old app, plus perks/rewards earned and promotional rewards, transferred to the new app.

Business Response: Our Loyalty Support team handles issues with our DD Perks and mobile application. This information has been sent to that team and a representative will be reaching out to the guest today.

Consumer Response: 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.  I contacted Dunkin Donuts before I made this BBB complaint; they already have my contact info and the number of the card, so they could fix this any time they want. Having someone contact me now does not address or solve the problem at all. There are many others who are having the same problem, their complaints are on DD's ******** page, and DD is not fixing it, so they can keep the money that customers have on the old app and so  they won't have to provide the perks that those customers have earned. Whatever money and perks I have on the card will be lost when the old app is discontinued. Regards, * *******    

Business Response: The Loyalty Support Team at Dunkin' Brands tried to reach this guest by phone on 4/22/2016 in order to receive additional information, but the phone number provided was not in service.  In addition to calling the guest the Loyalty Support Team had also sent an e-mail on 4/22/2016 requesting that the guest contact the team directly in order to assist the guest.  We will notify the Loyalty Support Team again and let them know that this guest is looking to have this situation addressed.  

Consumer Response: 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. As I said before, Dunkin Donuts HAS all the information they need to fix this. I have given them the information they requested, twice. They are pretending to be responsive but in reality they are doing nothing to solve this problem. Also, on ******** they said they were aware of the problem with the new app and were working to fix it but in their communications with me they tried to blame me for the problem as if the app was fine. They have had plenty of time to fix this. I want this complaint to remain for others to see.    Regards, * *******    

4/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At the local dunkin donuts store in ********* #****** we were told yesterday by the franchise ownerthat we use too many coupons.. But the coupons say one coupon per customer per visit.. And that he told us we could not go there and use them anymore.. And if we didn't like it we go go someplace else..

Desired Settlement: They need to honor the coupons as they are stated and not ban us from using them if they think we use too many which is ridiculous because I can use one each time I visit even if it is 3 or 4 times a day!

Business Response: The stores are independently owned and operate by individual Franchise Owners.  The Guest Support Team at Dunkin' Brands has taken this information and sent it directly to the franchise owner, via e-mail on 4/13/2016.  Guest Support has requested that either the Franchise Owner or a Representative from his/her team reach out to the guest directly. 

4/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have lost balance in my dunkin donuts gift card that i stored in dd app. I was our of USA for 2 months. I see below transactions that I never made. $6.77 feb 4 $2.74 feb 4 $2.74 feb 3 $1.39 jan 31 $22.04 jan 29 I have this physical gift card for more than a year. I had registered it on my dd perks account on dec 26,2015 after reloading $40. Balance was reduced only after registering my gift card in dd perks account. Also I see that someone used even my dd perk 200 rewards for purchase. It is totally frustrating. Dunkin Donuts is fully responsible for my gift card since the balance was reduced after registering it in my dd perks account. I feel that some strangers hacked dunkin donuts accounts and it is data breaching. I am afraid that even my credit card information which I used to reload this gift card may be stolen. If this issue is not resolved quickly and if I dont get my original balance in new gift card, i would not hesitate to take legal proceedings against dunkin donuts for leaking customer data. I am trying to contact DUNKIN DONUTS CUSTOMER SERVICE for since 3/30/2016,. I called phone number and waited for 50 minutes and no one answered my phone. I received email from (******* Support Center Coordinator Case #*******) on 3/30 since I registered my complaint online. I responded to this email with the phone number on 3/30. I responded 4 times to this email and I never received a single reply. I am totally frustrated and I am running under stress since I was cheated. I am going to file law-suit against dunkin donuts for not hearing and for not responding my concern and for not giving my money back.

Desired Settlement: I need my original balance around $38 in new dunkin donuts gift card. Also I need $200 as a compensation for wasting my time , for making so many complications and inconvenience.

Business Response: Dunkin' Brands Loyalty Support Team has spoken to this guest in the past with regards to this.  I have forward the message that the guest has sent to the BBB to the Loyalty Support Team requesting that they reach back out to the guest with regards to this. 

Consumer Response: 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. I have not received any call from dunkin donut so far. I made all possible attempts to reach their customer service. They did not even consider me as a human.  Regards, ***** ****** ***** ******    

Business Response: The Loyalty Support Team at Dunkin' Brands is currently in the process or reviewing both guest's past and present claims.  This case is being reviewed by the supervisors and representatives within the Loyalty Support Team.   

4/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a $50 DD gift card 2 months ago and added it to my Dunkin app. When I tried to use it to purchase something today, I was told that the DD gift card number was invalid. This is strange because it still shows that the balance on the card is $50 on the app itself. I paid $50 to buy this card and now it's telling me that the card doesn't work anymore, even though it was allowed to go through when I added it to my app. I can provide screenshots of the app showing the balance and the error message.

Desired Settlement: Honestly, I am a very dedicated customer of Dunkin Donuts, so the only resolution I'm looking for is for the balance on the gift card to work again. I'm not looking for a monetary refund, just want the gift card to work when I buy from DD.

Business Response: A representative from Dunkin' Brands Loyalty Support Team has spoken with guest on 4/13/2016 regarding the guest's concerns.

Consumer Response: 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, ***** **

4/13/2016 Problems with Product/Service
4/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/16/16, I went to the dunkin donuts store located at *** **** **** ****, Groton, CT 06340. I only went their to use my free perk reward (that I earned by buying previous drinks). I again only went there to use the free drink coupon (which would expire that day). I pulled up the coupon to pay for the drink, however the representative charged me for the drink. She did not use my free drink coupon. I only realized the next day when I saw the $3.26 subtracted from my account. This is unfair, because at that point my free drink coupon had expired. So my free drink coupon expired and they charged me for the drink when they weren't suppose to. This is the third time dunkin donuts has done this to me and it is unfair. I buy drinks to earn rewards, then they never actually give me the rewards and instead charge me. This is unfair and against and I feel ripped off. I would like my $3.26 returned to my account. They were suppose to use the free drink coupon and not charge me, I think it is only fair they return that amount.

Desired Settlement: I would like the amount of $3.26 refunded for the reason described above. I would also like them to fix the app so they will stop ripping people off.

Business Response: This guest has sent Dunkin' Brands Loyalty Support Team an e-mail on 3/19/2016 with regards to this complaint.  A representative from Loyalty Support had responded to the guest via e-mail on 3/21/2016 and provided the guest with a $4.00 Gift Card via e-mail.  The appropriate teams at Dunkin' Brands have been made aware of guest's experience.  

4/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/22, I contacted Dunkin Donuts tech support team after realizing that the funds on my Dunkin Donuts app kept disappearing, along with extra rewards like free coffee (yet my credit card statement reflected charges for all of the amounts I had loaded). The technician, Taylor, looked into my account and notified me that my account had been hacked and that someone had most likely been using my account in Worcester, MA. She provided me a case #216053157522 and informed me that someone would contact me within a few days to provide a resolution. She suggested that I would be reimbursed with a gift card, but I told her that after my account had been hacked, the last thing I would want would be reimbursement via gift card. I tallied my credit card charges for the app and I have lost approximately $53, not including the free perks. I am also not happy that future purchases will not count towards any reward as Taylor advised me to delete the app from my phone and not use it. In addition to being reimbursed, I would also like to know the root cause for the hack - did the hacker figure out my password, my dunkin gift card number or credit card number?

Desired Settlement: I would like to be reimbursed $53 plus a few free coffee rewards.

3/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/26/2016, I tried to make a purchase of $10 to refill my Dunkin Donuts card through ***** ***. What a mistake that was! I got an error and then tried it again for another $10. Same error. I checked my ***** *** wallet and it said it went through. I checked my bank and they confirmed that I was charged twice for $10. The problem is that my Dunkin Donuts card was never credited with the amount that was taken out from my bank. My card balance remains at $0. I looked online for a solution and found message board after message board full of complaints from people that tried to use ***** *** to refill their Dunkin cards. Look here to see some of complaints from people that have had the same issue: **************************************************************** *****************************************************************************************************************************************

Desired Settlement: I am seeking a refund or credit in the amount of $20 that I lost for trying ***** *** through the Dunkin Donuts app.

Business Response: A representative of Dunkin' Brands Loyalty Support Team will be contacting the guest directly to assist her with this matter.

3/15/2016 Problems with Product/Service
3/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I downloaded Dunkin Donut's mobile app about a year ago. Recently I loaded ten dollars to my account (through ***** ***) and while the money was taken out of my checking account it was never applied to my Dunkin card. I waited a day then called customer service. Not only have I been transferred 3 times already, I also have been on hold for more than an hour. Also I would like to note I sent an email about this issue and I never received a response. I'm currently a college student and while 10 dollars may not seem like a lot it certainly is to me. The fact that this hasn't been addressed or that I can't even speak with someone for more than 2 minutes before being transferred is unbelievable. I don't even want the money applied to the app, I would just like it back on my card.

Desired Settlement: My 10 dollars is refunded to me without any hassle.

Business Response: A representative from Dunkin' Brands Loyalty Support Team will be reaching out to guest directly with regards to this.

3/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried reloading $10 to my Dunkin Card using ***** ***. Money was taken out of my account very quickly but funds were never applied to my Dunkin Card so basically they stole money from me. and if you do it to many customers you are a world renown crook. I am sure I am not the only person who got robbed by DUnkin Donuts this way Contacting customer service is impossible. I have been on hold for more than an hour already. they do not respond to emails as well.

Desired Settlement: I want either money credited to my account accordingly or the ***** *** transaction cancelled with the full refund

Business Response: A representative from Dunkin' Brands Loyalty Support Team will be reaching out to this guest directly regarding this. 

Consumer Response: 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.  Business failed to contact me  Regards, ***** ********    

Business Response: The Loyalty Support Team of Dunkin' Brands had sent this guest an e-mail requesting additional information from her with regards to this.  The e-mail was sent to guest's email address of ************************ on 2/23/2016.  At this time there has been no additional information received from the guest. 

Consumer Response: 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.  I have found the email in Junk folder. I find that  the business is requesting too  much of my personal financial information:  * Your name, as listed on the credit card used * The credit card type (****, **********, etc.) and last four digits of the credit card -if you are using ***** ***, please include the DAN (Device Account Number). To find the DAN, on your iOs device open your Wallet app>select the card you paid with>tap "i" at the bottom>scroll to the bottom of the "info" page and look for the "DAN" field * The date and amount of each transaction * The card number of the DD Card that you reloaded this information is way too sensitive to be send over  regular email. After waiting for quite a long time I contacted my bank and stopped the transaction which I think was better and more financially reasonable   thing to do.  I am not seeking any freebies here or giftcards or other lavish extras.   I spend 1.5 hrs on the phone with them the day it happened only to get transferred to the voicemail that was never returned,  their email  is getting directly to junk folder on *****  etc  I personally think that DD has the worst customer service.  BBB may close this complaint but there are way too many people out there that are in the same situation as I am. Regards, ***** ********    

3/4/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My DD perks account has a DD gift card with balance of $4.39 for which I would like to request a cash out via check for the remaining balance per the California gift card law. I spoke with *** of DD today who is unfamiliar with the law and provided subpar customer service on the phone.

Desired Settlement: Check in the amount of $4.39 as soon as possible.

Business Response: Dunkin' Brands Loyalty Support Team has reached out to the guest leaving her a voice mail on 3/3/2016 regarding this case.  The message was left including the direct desk phone number to one of the team's supervisors.  Team member informed guest in message that they will be sending her a refund check that she can expect to receive within 6-8 weeks. 

Consumer Response: 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, ****** ***

2/29/2016 Problems with Product/Service
2/19/2016 Problems with Product/Service
2/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: December 20, 2015 I purchased a $15 gift card from Dunkin donuts on **** and **** ****** ********. I have it as a gift card for Xmas. When the person went to Dunkin Donuts he was told the card was only good for $1.50. I went to Dunkin Donuts and was told they could not do anything about it. They were nasty and told me I had to take the loss since I left the store. I

Desired Settlement: told them I was going to get in touch with you and the Attorney General but they said they did not care. Please check on this for me. I think you in advance for any help you can give me

Business Response: The Loyalty Support Team of Dunkin' Brands will be contacting guest directly for additional information and to assist guest with this. 

Consumer Response: 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.   As of this date I still have not heard from anyone from the company. I do not consider this issue resolved.     

2/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company sends promotional deals at least once a week and I get to benefit from them because I am a rewards (perks) card holder. Beginning Thursday, January 28, 2016 Dunkin sent out email promotions for a $10 bonus added to all rewards cards, if the consumer adds $25 onto their cards first. The promotion ended on Sunday February 7, 2016. So I added the $25 to my rewards card on Friday, February 5, 2016 and (because I have done this before) the $10 is supposed to automatically populate onto the card, as long as a **** credit card was used (I did use my **** credit card to make the $25 purchase). This time, however; nothing was added to the card not the $10 bonus... just the $25 I added from my own ****. So I called the company, on Friday 2/5, only to be told no one was in due to bad weather. I called the 1800 number that I was given, on Monday to try Customer Service again. Once again, no one was in office due to weather. I called again on Tuesday and reached the card promotions department, only to be told I needed the **** card department. I have been calling the **** department each day this week now and no one answers the phones. I have been left on hold for over 30 minutes each time! I also wrote customer service an email on Friday February 5th... no one has responded and it has been a full week now! I just want my $10 added to my card.

Desired Settlement: I just want the $10 added to my Dunkin rewards card as promised.

Business Response: Dunkin' Brands Loyalty Support Team has been made aware of guest's complaint.  A representative will be contacting the guest directly regarding this case.

Consumer Response: 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, **** *******

2/17/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a ddperks card from Dunkin Donuts for $25.00 charged to my ******** credit card on 27Jan16 which was debited from my ******** account. I enrolled on the website with my e-mail address and password to purchase the ddperks card and never received a complete ddperks card number. Dunkin Donuts emailed to my email address showing I had purchased a DD Card ending in 9359 for $25.00 ready to use the mobile app. Upon logging in to my account, I received messages of wrong email or password. Upon entering my email address for forgotten password, I received "Please try again with valid credentials" with same response every time. I sent Dunkin Donuts on their website 27Jan16 a message explaining the problem & my DD Card ending with 9359; however, they never responded. I called numerous times to Dunkin Donuts @ ************ receiving a recording of a dummy person with no help & finally told to wait for assistant who never answered after long waits of 20 min or more.

Desired Settlement: I want my $25.00 credited back to my ******** Card. Dunkin Donuts needs to correct their software. Dunkin Donuts needs to find a CEO that can manage the business and find someone to answer their phone.

Business Response: Dunkin' Brands Loyalty Support Team has been made aware of guest's complaint.  The team will be reaching out to guest directly regarding this case.   

Consumer Response: Better Business Bureau:Dunkin brands has sent me an email that they would reach out & did make a phone call while was out, I returned the call & the person said ******** was out to lunch & would return my call within one hour.  I waited by my phone for 3 hours; however, never received a call back.  CEO ***** ****** is failing to manage his company properly.  Per the complaint My $25.00 has not been credited back to my ******** account.  I still can not log in to my ddperks account; In fact Dunkin brands has failed to do anything to access the scam.  I think my only solution is social media to find how widespread this fraud is and maybe a class action could resolve this scam.  Regards, ******** ********

2/9/2016 Problems with Product/Service
2/5/2016 Problems with Product/Service | Complaint Details Unavailable
2/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There are a number of issues. The first and most prevalent issue has to do with their telephone 'app' where I 'reloaded' my dunkin donuts app card with $100 and now the reloaded card does not show up on my phone so the have $100 of mine. - I the manager at the dunkin donuts in *********** (**** ****) told me to call a number for help and was very rude. I called the number and it was the wrong number. The lady on the phone gave me the right number. I called that number and the message stated my wait time would be 2 min. 57 min later NO ONE answered the phone. I called later that day and the operator said my wait time was 30 min - I waited 45 and NO ONE answered the phone. I submitted an email from the application on the phone for help - NO RESPONSE I submitted an email for help from the web site and I got a response saying please send me the date the transaction happened and they would look into it. I submitted everything and i have not heard from them in 2 weeks. I want this resolved ASAP.

Desired Settlement: Reimbursement of my $100 - not to my phone application but as a check paid to me. In addition, I would like compensation for all the time and trouble it has taken to get this resolved or you will lose a customer that has been going to your store for 20+ years.

Consumer Response: Guys,I got a call so I “accepted” that they did call.I call back – NO RESPONSE – this is not help to say they called and left a message – they have TERRIBLE service and that is why I reached out to BBB.Have them call me in the next hr and I will await their call but calling them back is not useful!!! Or have them leave me a DIRECT number and a person to call.*****Storage Strategy Consultant

Business Response: The Dunkin' Brands Loyalty Support Team has called the guest and left him a voicemail.  The Loyalty Support Team is in need of additional information from the guest in order to assist him. 

Consumer Response: 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, ***** *********

Business Response: Dunkin' Brands Loyalty Support Team in in the process of looking into this case.  Additional information was needed from the guest.  This has been brought to the attention of one of the team's supervisors, who will be assisting with this case and coming to a resolution.

2/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went into Dunkin Dounuts and ordered the same meal that I normally get when I go there. As I wa spaying I noticed the price was more than it normally was. I asked why my bill was $21 and not the $15 it normally was, and the girl said that the combos I ordered are no longer available. I looked at the display behind the counter and asked why they are still advertising combos and why she wouldn't tell me that the combo was not available when I ordered my meals. Her response was to say that they just have not updated their signs yet. I have a real problem overpaying for food because the advertised deal was not available any longer and their only response was is that they just had not yet gotten around to changing the advertisements. Then as I was picking up my order I mentioned that my XL coffee looked small. They looked at the cup and said it was correct. I got home and say that the cup says 20oz however online the XL is suppose to be 24oz. While this may seem petty, they are advertising deals that they are not honoring and they are charging a higher price and giving a cheaper product. It could be a simple error but after I called it out to them - they lied. I think these two issues point to a larger problem of false advertising and bait/switch tactics.

Desired Settlement: I would like my bill re-worked for the combo price with the products I actually received. I would like to pay for a Large Sausage/Egg/Cheese Croissant with black coffee, a ham/egg/cheese on a toasted plain bagel with butter and a large coolatta, and 6 donuts. I paid $21.67 and I would like a refund. Then I want the BBB to insist that this location start an honest business practice. They advertise deals not available and downsize products. I feel there needs to be some oversight.

Business Response: The Guest Support Team of Dunkin' Brands has contacted the guest via e-mail on 1/26/2016, requesting additional information from him regarding this case.  The restaurants are independently owned and operated businesses.  Once Guest Support receives the location of this Dunkin' Donuts, we will then notify the individual franchise owner of the guest's experience.  At that time we will be requesting that the Franchise Owner/Representative personally reach out to the guest regarding his experience.   

Consumer Response: 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.  I have talked with the owner of this location in the past. The standard process is to tell me why I am wrong and what they do is right or how I can order differently if I do not like what they do. I also am specifically concerned that they have false advertisement by taking an order for combo meal and then telling me later that they are not offering combos anymore - meaning their signs are advertising information that is not accurate and they are not advising customers during the ordering process. I am sure this location will offer be a gift card and apologize for the issue - however they have a business practice that is dishonest and then shutting me up about it is not fair to customers who may not be aware of the dishonesty of the location. Regards, ****** ******  

Business Response: Dunkin' Brands Guest Support Team received a message from the Franchise Representative notifying us that they had spoken to this guest regarding this case.  This store is independently owned and operated by an individual franchise owner.  Guest Support has made the Franchise Owner aware of the guest's additional feedback regarding this case.   

Consumer Response: 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.  The franchise owner did email me. However they are still not offering to correct problems - only refund me for the error and made excuses about their advertising and increases in wage costs. I do not believe there is anything else that can be done but I do not want this complaint to be listed as resolved. They are not advertising properly and while they are making me whole - they are still advertising what they want. I think this complaint needs to be a negative mark on their status so future customers can see that they need to be critical of deals and offers made by Dunkin Donuts because they may not honor them and they will not tell you unless you question them. Regards, ****** ******    

1/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Sirs, My Dunkin Donuts gift card, which has over $72.00 on it) is showing up as deactivated when I try to use it at the store. Customer Service at the Dunkin website does not rely to my email. Hold times on the phone are too long. There also appears to be technical issues on the website because I can not check the balance of my card(s). I am frustrated because this feels like theft of my $72.00. In addition, I am missing out on loyalty point because I can not sue my card.

Desired Settlement: I would like Dunkin to fully restore my card. In addition, as a gesture of good will for the inconvenience of having to wait on hold, spend time on customer service complaints, and the time waiting in the store I would expect Dunkin to provide me some sort of compensation (perhaps a years worth of free coffee). I have been a very loyal customer. Lets see how they respond. Thanks, ***

Business Response: The Guest Support Team of Dunkin' Brands has taken the guest's complaint and forwarded to the Loyalty Support Team.  Someone from the Loyalty Support Team will be reaching out to guest in order to assist him with this. 

Consumer Response: 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.  The response says that Dunkin Brands will contact me. This has not happened and based on their most recent record of customer support I am concerned that a call back will not happen. I submitted an additional inquiry to their email form online and have not gotten a response from that either. The customer support phone lines have wait times that are too long. I have major concerns that their customer support or customer loyalty teams are on top of things and regard this matter with the same regard of urgency and seriousness as I do. In addition, I do not see customer satisfaction as a high priority at all. If it were,this issue would be resolved by now and I would  not continue to have to use my valuable time in pursuit of this issue.Thanks,****** *********** *** ************************** Regards, ****** ********    

Business Response: A representative from the Loyalty Support Team at Dunkin' Brands spoke with this guest on 1/28/2016 regarding this case.  Representative was able to assist guest and answer guest's questions.

1/14/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Not honoring posted in store advertising promotional price. $1.99 medium latte is advertised on a display right in-front of the register. The cashier who was carrying out the manager's orders via telephone ( the manager was not on site) refused to honor the $1.99 price. I was told the online system was down and the coupon code could not be scanned in. This is an unacceptable excuse. Many solutions could have occurred such as, ring in an override, ring in a similar item that was close to the $1.99, ring in a micselanniousitem or perhaps took cash and have the manager ring up later. I am fairly certain that this is illegal behavior to advertise a price and not honor it, not to mention terrible customer service. The only option that was given was to pay full price rather than the posted promotion price of $1.99. Based on principle, I would not pay full price and I left the store without my coffee which had already been made.

Desired Settlement: A store credit would not resolve this matter. I would like to hear how the business would like to resolve this matter.

Business Response: This guest has contacted Dunkin' Brands via phone on 1/6.  At that time the Guest Support Representative advised this guest that the store  is independently owned and operated.  The guest's complaint was sent to the franchise owner on 1/6 requesting that either the franchise owner/representative reach out to the guest directly.  We will be following up with the franchise owner advise him/her of the guest's complaint with the BBB, again requesting that the franchise owner/representative reach out to the guest directly.

Consumer Response: 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.  What I would like to hear is that better training is put in place to educate store managers that this is as far as I know, an illegal activity.  You can not advertise a promotional price and not abide.  If the manager had been trained and informed of this information and given the tools to act accordingly (ie:  ring in a miscellaneous  charge of the advertised price when the online system was down) then this would not be an issue.  Regards, ******* *************  

12/24/2015 Problems with Product/Service
12/22/2015 Advertising/Sales Issues
12/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went into the Baskin Robbins location in ****** ****, Nevada on Wednesday, December 8, 2015. First of all, after I had ordered my banana split, the server didn't even take my money. I sat down and received my ice cream and a few minutes later, the man comes up to me and says, "That'll be $5.52 whenever you're ready." Odd. So, at 5:04 (the time my receipt says), is when I go to the cash register to pay. I had a $2 gift certificate, so the total was $5.52. I know for a fact that I gave the man two five dollar bills. Ten dollars total. I didn't notice until I got home, but I only got 48 cents change! I looked at the receipt and it said that I paid $6 cash! No, I paid $10! I should have gotten $4.48 in change! I was shortchanged $4. I called the store the next day (December 3, at 11:00 am) and asked to speak to a manager. The girl would not let me because she said the manager was busy. I asked if I could come in in person around 3:00 pm and speak to the manager in person. She said "no." But she could take a message. I said that it is a long story but hopefully you get the gist that I was shortchanged. I explained the above story to her and said, "So your drawers were probably over 4 dollars yesterday. I still have my original receipt too." The girl on the phone said, "Actually, none of our drawers were over yesterday." I was furious. I said, "Well, I'm sorry to tell you, but it sounds like your cashier ***** is pocketing the money." (***** was the name on the receipt.) The girl on the phone said she would give the information to her manager, and asked for my name and phone number in case she had to call me back. That was the end of the phone call. That same day on Dec 3, around 2:30 pm I came into the store in person hoping to set things straight and demand to speak with a manager. I said, "I need to speak with the manager. It's important." The only people I could see that were working there were ***** and the girl I spoke on the phone with. ***** points at the girl, and I say, "Is this the manager?" The girl says, "No, but I am in charge." I asked if she was the person I had spoke with on the phone earlier. She said, "Are you *********?" I said yes. I said, "So, I was shortchanged." She said that due to the fact that the drawers were not over yesterday, she could not just take my word for it. i understand that. She said that the security tapes would have to be looked at. I asked when these security tapes would be looked at since she kept talking about them. She said that she did not have the access to them, so the owner could look at them the next day on December 4. She asked to see my receipt for a time stamp. She asked if she could keep it, and I told her, "No, but you can make a copy or take a picture." She took a picture of my receipt with a phone. I explained to her that I was not afraid to get corporate involved if, after all of this is done and they have looked at the security tapes and still do not do anything to help me, I will call corporate. She handed me back my receipt and I told her I hope to get a call from you soon. It has been over 24 hours since I went to that store in person, and have yet to receive a phone call from them or anything. All I want is my money back. The money that is rightfully mine.

Desired Settlement: I think that they have a responsibility to let a customer speak with the manager when they ask to. I also believe that I should be refunded my four dollars that is rightfully mine. It is on cameras that I gave two five dollar bills, all they have to do is look. Pocketing money is not okay.

Business Response: This store is an independently owned and operated restaurant.  The Guest Support Team of Dunkin' Brands has sent this complaint to the Franchise Owner of this location via e-mail on 12/7/2015.  In that message we have requested that the Franchise Owner/Representative from this location reach out to the guest directly. 

11/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have a problem with a purchase and have not been able to get through with anyone via customer service. I have called five times and have not gotten through. The first time I called the dd perks lines on 11/9/15 at 10 am, where I was on hold for 45 minutes and then got discounted without anyone answering. The second time I called the dd perks line on 11/9/15 at 1 pm, where I was on hold for 60 minutes and then got discounted without anyone answering. The third time I called the dd perks line on 11/9/15 at 5:20 pm, where I was on hold for 25 minutes and then got discounted without anyone answering. I also called on 11/10/15 and 11/11/15 and the same thing has happened. Dunkin donuts perks hotline is refusing to answer customers about issues regarding their perks. My problem is that I made purchases and none of my perks rewards that were sent to me by dunkin donuts would work. I made the purchase on Sunday, 11/8/15 at 1:58 PM at the dunkin donuts located at ***** ****, NY. I only went to dunikin donuts on that day and at that time to use the perks that was promised to me by dunkin donuts. These perks were 1) the buy any size coffee after 12 pm for 99 cents and 2) get a the bagel and cream cheese for $1.29. Instead of this, I was charged 2.49 plus tax for the bagel (not 1.29), and $2.39 and $2.19 (plus taxes) for the coffees instead of 99 cents, even though I showed the cashier the perks information on my phone. They explained that the perks was not working and I would have to contact dunkin donuts to refund the amount and that they could do nothing. I have tried multiple times to contact dunkin donuts but I cannot get through to anyone and I feel ripped off and lied to. I feel that dunkin donuts is providing the perks as false advertisement since when you go to the store they do not give you the price as promised. I would like the amount promised in the dd perks that was sent to me and refunded the amount of $3.79 (which is the additional amount I paid because the perks was not applied to my order. Please help.

Desired Settlement: I would like the amount promised in the dd perks that was sent to me and refunded the amount of $3.79 (which is the additional amount I paid because the perks was not applied to my order because they lied about the perks rewards - which waS the reason I went into their store in the first place. Please help.

Business Response: The guest's complaint as well as contact information was given the Loyalty Support Team at Dunkin' Brands, that handles any questions and or concerns that a guest has regarding his/her DD Perks Account.  This team has had extremely high call volumes in recent months due to various nation wide promotions and issues with the APP.  We have requested that someone from that team reach out to the guest directly regarding the concerns that the guest is having. 

11/23/2015 Advertising/Sales Issues
10/31/2015 Problems with Product/Service
10/31/2015 Problems with Product/Service
10/31/2015 Advertising/Sales Issues
10/7/2015 Problems with Product/Service
10/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I attempted to use a DD Perks Reward Coupon at approximately 12:40PM today to purchase a Medium French Vanilla Coffee Coolatta. The coupon says "Free Beverage Reward Coupon", and has a picture featuring both a Hot and Cold Beverage on it. I asked the clerk if it applied to Coffee Coolattas, and she said yes it did. I scan the coupon off the mobile app, and t only gave me a credit of $1.50, resulting in a balance due of $2.45. I asked her why was that, when the coupon clearly states that it is for a Free Beverage, Hot or Cold, and is supposed to cover the cost of said beverage. She went and got her Manager, who didn't explain what had happened, and demanded that $2.45 from me. I said, I'm sorry, but I'm not going to pay full price for a cold beverage, when the coupon says "Free". There's absolutely NO FINE PRINT ANYWHERE on said coupon stating what exactly the coupon would cover and why. I've never been more embarrassed in my life.

Desired Settlement: Some coupons for free beverages

Business Response: An e-mail was sent to the guest from the Guest Support Team of Dunkin' Brands with the information regarding the DD Perks Program and the Free Beverage Coupons.  400 points were added to guest's DD Perks Account, which will give the guest two Free Beverages on Dunkin' Brands. 

Consumer Response: 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, ***** *****

10/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had signed up for Dunkin Donuts Perks program but then I found out I really did not use it so I indicated on my account to stop sending emails. The emails do not stop even after changing the email address to a box I do not use often so I could get them out of my primary. Dunkin Donuts gives NO information at all as to closing the account opened. When you call their systems are always down for some reason. There are no forms on their web site to file this type on complaint on their website only things about their food or branch stores. Stop sending emails to me please. When I have checked and saved the "do not send emails" box that means I do not want any emails from Dunkin Donuts.

Desired Settlement: Close the account and stop sending emails to my address please.

Business Response: The Loyalty Support Team of Dunkin' Brands has been notified via e-mail on 10/6/2015, that this guest will like to be removed from the e-mail listing and closing out appropriate account.  The appropriate team members will be able to assist guest with this process.  

Consumer Response: 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, **** ****

10/6/2015 Problems with Product/Service
10/6/2015 Problems with Product/Service
9/25/2015 Problems with Product/Service
9/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The application advertises certain perks, with stated expiration dates. This particular perk was for a discounted product (bagel and cream cheese) at a price of $1.29. Checked app, offer was present August 27 AM, with expiration on August 30 or 31. Went into local establishment August 27 PM, ordered precut, called up app, offer no longer present. This amounts to the legal definition of bait-and-switch. Product advertised at lower price, price disappeared.

Desired Settlement: Fix the app. Within the last 60 minutes, another perk that had yet to be redeem or expired has disappeared.

Business Response: This guest had sent an e-mail to Dunkin' Brands regarding this complaint.  Dunkin' Brands had responded to this guest via e-mail on 8/28/2015 letting guest know that out Mobile Development Team is looking into his concerns.  

8/13/2015 Problems with Product/Service
8/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: If I was able to give less than one star I would! The service at this location was the worst service I have ever received. In late May, I to the drive-thru, where I had ordered an iced coffee with very light caramel sweetener. I approached the window where I received my beverage and tested it before pulling off. The coffee did not appear to have light sweetener at all, so I asked the employee if she could please pour out some of the coffee and add milk to balance it out. Her reply to my request was "caramel is sweet honey", I then let her know, I was aware of that, and this was the reason I requested light sweetener at the time of my order. She proceeded to yank the coffee from my hands and slam it in to the trash can inside, next to the window. In fear of getting my coffee spit in or messed with, I asked for a refund and an opportunity to speak with the manager. At this point there were two employees at the window telling me that there is no manager nor supervisor on duty, so I could not speak with one, and on top of that they were unable to give me a refund without one present. They assured me that if I came back tomorrow I would be able to receive my refund. The employee handed me a piece of receipt paper with solely the amount due and no other explanation, not even her name, or her signature. I asked for something more "official" and she gave me an attitude. I told her that I work in hospitality and never in my life have I received, seen, or given, such horrible service, she then THREATENED ME and told me If she "wasn't on the clock she would be outside", and that I "better drive off now." I decided the argument was not worth it, drove off, then immediately called Dunkin Donuts customer service where I was transferred to ******* with ***** ********** Dunkin Donunts. I explained to her my situation and she offered me a gift card for my horrible experience. I assured her that I will not be returning to a Dunkin Donuts within that state and I prefer a refund, and an update on the status of how the situation was being handled at that location. After several voice-mails, I have still not had my issue resolved and have not received an update on what the consequences were for those two employees. Moral of the story: DO NOT GET YOUR COFFEE HERE! and if you do, get it and leave no matter if your order is right or not, before you get into a brawl with uneducated, unprofessional women who work at this low class establishment.

Desired Settlement: I'll take my money back, or a gift card now that I am out of Rhode Island and an update on the employee!

Business Response: Dunkin Brands' did receive guest's complaint in May 2015 regarding this location.  At that time a representative of the franchise had contacted the guest.  These locations are independently owned and operated by individual franchise owners.  I will be making the franchise owner aware of guest complaint to the BBB requesting that someone again reaches out to guest directly. 

8/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am highly upset that store managers cant order butter pecan flavor for coffee! I faithfully go to Dunkin every day and get an iced coffee with Butter Pecan. Every few months The stores say It has been discontinued. I know for a fact Dunkin Donuts still carries it because I recently traveled to Massachusetts and every Dunkin Donuts has that flavor available. The store managers in Ohio say this flavor is a huge seller and corporate wont allow them to order. I find that very offensive and I wont go back until they bring back Butter Pecan and I will tell as many people as I can about the lack of concern for the customer that Dunkin has!!!

Desired Settlement: All I am asking is for Dunkin to bring back Butter Pecan and stop taking it away. There is no other flavors that compare. I've already tried!!

Business Response: This Guest has contacted Dunkin' Brands via e-mail in July 2015.  Guest has been notified at that time, via e-mail,  that the product has been discontinued.  Stores are unable to order Butter Pecan Flavor Swirl.  If a guest is to visit a store that still has this flavor available then it is due to the store still having stocked extra in their inventory.  

The appropriate teams here at Dunkin' Brands have been informed that this guest would like to see the Butter Pecan Flavor Swirl return as a permanent menu item.   

Consumer Response:

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 are rejecting the business's response please enter your rejection comments here.]I went to several Dunkin Donuts in Massachusettes and I asked about Butter Pecan Flavor and they all said they can order it all year.  The Dunkin Donuts in Ohio can only order it for a few months a year.  It is wrong and bad business on your half!

Regards,

****** *****

 

Business Response: The Butter Pecan Flavor Swirl was a limited time only product.  It has now been discontinued by Dunkin' Brands.  If a Dunkin' Donuts location still has this flavor available it would be due to that store having over stocked their supply.  This product is no longer available to be ordered by any Dunkin' Donuts location nation wide.  

The team at Dunkin' Brands has been made aware that this is a flavor that this guest would like to see as a permanent item on the menu at all Dunkin' Donuts locations.

8/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Per the ********** gift card law which allows gift cards under $10 to be cashed out at the consumer's request, I am requesting a cashout of the Dunkin Donuts gift cards in my account from the phone call on July 17, 2015. Dunkin Donuts later call me the same day and advised there would be an investigation. I don' tunderstand why there needs to be an investigation for the cashout unless DD refuses to comply with the ********** gift card law.

Desired Settlement: Cashout of my Dunkin Donuts gift cards.

Business Response: Dunkin Brands' Loyalty Support Team has been in touch with this guest on 7/22/2015 via a phone call, with regards to guest's complaint about the Gift Cards.  The Loyalty Support Team will be in touch again with guest to assist with any questions or concerns guest may have.

8/8/2015 Problems with Product/Service
8/5/2015 Problems with Product/Service
7/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I went in and order an ice tea for my diabetic bf with ******* and the "manager" charge me .25. When i asked what it was for he said it was for the ******* I told him i have never been charged for it before and he contiued to go on and tell me that the workers are doing it wrong. I have been to the place numerous times and never been charged for ******* also the same owner owns another store at another location and leaves it out for people to get what they want. There is no sign stating that there is a charge for ******* or any amount of ******* since we asked for 18 of them. He then refused to serve me so I left, but I left I got the store managers number and called him and still waiting on a response. My bf also mentioned to to him that if he was to use reg sugar which they dont charge for no mater how much he could sue them because he could go high. He said OH WELL. and then then said you cant sue me. anyway I dont think its right that they charge with out any sign or notice.

Desired Settlement: Id like to talk to someone about this.

7/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On several occasions, I have complained about the Dunkin Donuts store in ****** ****, PA. Most recently Case#******* PCM# ****** still remains unresolved and the Customer Support Representative and their manager say that they can not elevate my complaint any higher in the corporation. Today I continued to have an unacceptable experience at this restaurant and still my complaint seems to be unimportant to Dunkin Donuts employees. I feel that Dunkin Donuts does not care about their guests/customers if their complaint can not be elevated to a higher level of management within the corporate office.

Desired Settlement: I would like to hear from the President of Dunkin Donuts to discuss further resolutions.

Business Response: The Dunkin' Donuts locations are independently owned and operated franchises.  The appropriate franchise owner has been contact with this guest's concerns and complaints with regards to this location.  A representative from this franchise has contacted the guest directly,  offering the guest a resolution.  The Guest Support Team at Dunkin' Brands considers this case closed, due to guest being contacted by the franchise representative.    

6/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Hello in January 2015 my coworker gave me a gift card to Dunkin Donuts via my work email (no physical card involved). a few days ago I upgraded my ****** and of course when I went to use my Dunkin App on my new phone it kept requesting the password (only APP I had a problem with)in order for me to use the APP, Problem: I cannot remember the Password associated with my work email unfortunately. At first I tried to contact them via email through their official website only you cannot even submit an email unless you have the numbers on the back of the card, therefore eliminating me from using that feature to contact them about my dilemma regarding not being able to access my money that is locked to the gift card as I manually add money (thank goodness I did not put my credit card number in there)as I need or want to purchase food or coffee from there store. Then I tried to call the ************ so many times that I am totally frustrated and that is why I am filing a complaint as an automated person picks up and says you have ___ minutes to hold (that means no designated time given for the hold) so I put my phone on speaker and after 30 minuets plus each time of no one ever answering that 800 number I just hung up. So I have no way to request a password to be sent to me so I can access my money. The Dunkin Customer service is horrible and if you are able to assist me with this when I spend my money on my gift card I will no longer use their APP..for lack of a better word..Their Customer Service and their APP is horrible. I even asked my coworker to resend me the email for the purchase which he did and the unfortunately numbers associated with the purchase is unusable.Respectfully Submitted TB -

Desired Settlement: Refund of my funds that remain on the card and some sort of apology for the horrible customer service they give...Actually they have no customer service because there is never anyone there to serve you for the phone number given for the DD Perks card/APP. I can assure Dunkin that I will never gift one of their cards to a family member, friend etc. My coworker who gave me the card as a thank you for assisting him with an assignment suggested I tweet about this company and their poor service.

Business Response: The Loyalty Support Team at Dunkin' Brands handles any questions, concerns, and assistance that a guest may need regarding the DD Perks Account and their DD Perks Mobil App.  The appropriate team members have been made aware that this guest is in need of assistance.  They will be reaching out to the guest via phone call today 6/19/2015 in order to assist the guest.  

Consumer Response: 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.  I do not trust a phone call I would like my money refunded that is remaining with them, and  after receiving it I will delete their APP and no longer or ever use it again or as I stated earlier I will not ever purchase one personally or gift one to any person.  That is their word to you as I don't  feel they will follow through, as their website which has the 800 number and no one never picks up to respond.  Regards, ****** *******    

Business Response: A representative from the Loyalty Support Team at Dunkin' Brands spoke with the guest directly on Friday 6/19/2015.  Guest was assisted with DD Perks Account as well as given a Dunkin' Donuts Gift Card.  Guest Support and Loyalty Support of Dunkin' Brands consider this case to be closed  

6/25/2015 Problems with Product/Service | Read Complaint Details
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Complaint: employees do not treat all costumers fair & equal. when employees do not want to wait on a costume, they go to the back office or break room. the costumer has to wait for a certain employee to wait on them. this goes on time and time again.

Desired Settlement: DesiredSettlementID: Other (requires explanation) employees should wait on every costumer that comes in the door. the employee should not pick and choose who he or she wants to wait on.

Business Response: Dunkin’ Brands Guest Support contacted the guest on 3/23/15 via email. The restaurants are independently owned and operated businesses. We have requested more information about her experience and will notify the appropriate teams once the guest has contacted us back.Thank you,***

Consumer Response: 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. Regards, ***** ****    

Business Response: Dunkin' Brands Guest Support has updated the guest's case and requested that the franchise owner of the location follow-up with the guest as soon as possible.Thank you,***

6/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered a cake on Mother's Day. The clerk took a picture of the cake we wanted. I picked up the cake and no Happy Mother's Day on the cake. This was for my daughter as she had requested a cake for her Mother's Day. She has been very sick and she said an ice cream cake would be nice. I bought the small one. The icing had a very funny taste to it. Probably too much flavoring color which changed the taste of the icing. I told them there was no Mother's Day placard on it and they looked around and called the owner and she said if it is not in the cake you don't get one. They said we don't have anyone here to write Happy Mother's Day on it. The other clerk told me they make 22,000 cakes for Mother's Day and they just run out of the placards. I told her that was not my problem, since they took my money for the cake and knew what I wanted. At least they could've written Happy Mother's Day on the cake if they didn't have the placards. I contacted the home office, they gave me a complaint number (LOL) and they told me they would have the owner call me and left me a phone number. She emailed me and I called her, and had to leave a message. After a week I had to call again. First she started talking to me with a big southern accent and then about half way through she dropped that. LOL. Her attitude...she got my money and so what. I WAS NOT ASKING FOR OR EXPECTING A REFUND. But it would've been nice if she had acted like she cared and said, you know I am sorry but let me give you a sundae on us for having that happen. NOTHING. So not only the "don't give a damn" attitude, but no sorry either. I know there will be no response on this, but I want to have this go down as a complaint against this business and hopefully the home office as well.

Desired Settlement: I just want them contacted and know that they have been turned into the BBB. Since they are not a member, that makes me know that they really won't care as only reputable businesses belong to BBB.

Business Response: Our Baskin Robbins restaurants are independently owned and operated franchise businesses.  The owner of this Baskin Robbins has been made aware of the guest's concerns/complaints.  A representative from the franchise has reached out to guest offering a resolution.  The Guest Support Team of Dunkin' Brands considers this case to be closed. 

Consumer Response: 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. WOW  WOW.   They never called me or responded to me.  I had to initiate the call to them TWICE.  I left a message and waited a week and had to recall them and when she found out who I was, she started talking in this fake southern drawl.    I guess this is the way this business responds to complaints.  I guess they do this quite often as they seem to get away with it.   They certainly don't need my business that is for sure.  I will recommend ******* and **** ***** to everyone especially in the area where they are at.  Very, very poor customer service, Dunkin Donuts and Baskin Robbins.  WOW.   Regards, ******** ******    

Business Response: The Baskin Robbins restaurants are independently owned and operated by individual franchise owners.  The Guest Support Team at Dunkin' Brands has informed the Franchise Owner, of this location, that this guest is not satisfied with the response that the guest received from the Franchise Owner/Franchise Representative.  The Guest Support Team has requested via e-mail on 6/19/2015, that the Franchise Owner/ Franchise Representative reach out to the guest again. 

6/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I went there bout 5pm today to the one in front of ***** on little rd and I asked for apple friters and they told me there only avalible in the morning and I think that's not rite wgen a coustomer wants them they should have them in the store. plus when I went there there was employees goofin off behind the register and messing with there hair nets and plus they were rude to. please I would like a free box of applefritter for there messup and goffin off and I will not turnu all in to the health dept at all if not then I will proceed to them and plus the restrooms are a mess and thy need to be cleaned and one more thing they are very slow at working with coustomers there they need to ppick up the pace or im going to get ahold of the district manager and have him look into this to.i don't wanna take it that far but if I have to I will.

Desired Settlement: DesiredSettlementID: Replacement please I would like a box of apple fritters because they are to lazy to make some for the coustomers there.

Business Response: The Guest Support Team at ******' Brands has sent this guest an email on 6/1/2015 with regards to this complaint.  The ****** ****** locations are independently owned an operated franchises restaurants.  We have made the Franchise owner of this location aware of the guest's complaint and have requested that he/she contact the guest directly.

6/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: First time in store. Ordered donut, then sat down to use the WiFi. After a while, I went to the counter to order another donut. The worker gave me the product, then while I was getting out the cash to pay him, he walked off and left me standing there, without any explanation. Product_Or_Service: donut Order_Number: na Account_Number: na

Desired Settlement: DesiredSettlementID: Refund Refund of the money paid, or just have the manager talk to her staff.....l

Business Response:

Dunkin' Brands Guest Support Team has sent this guest an email on 6/1/2015.  We are looking for additional information from guest, as to which Dunkin' Donuts location she was visiting.  The Dunkin' Donuts restaurants are independently owned and operated restaurants.  When we get the additional information from the guest we will then request that the Franchise owner of this location reach out to the guest directly

6/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Coffee was spilled all over my wife and inside her car. She had a slight burn on her arm,coffee stains on the seat and it ruined her blouse. We tried several times to try to get something done. They have laughed at us and have made NO effort to resolve this matter.

Desired Settlement: Replacement of the blouse.Complete detailing of the inside of the car with the stains removed.Some kind of a credit for at least a year. AND FINALLY a FORMAL apology in writing.

Business Response: The Dunkin' Donuts locations are independently owned and operated franchised restaurants.  The Guest Support Team of Dunkin' Brands has spoken with this guest on Monday 5/22/2015, regarding this complaint.  At that time we had sent the guest's information to this particular Franchise owner requesting that he/she reach out to the guest directly.  We have sent additional information via e-mail to the Franchise Owner today (6/3) requesting that that Franchise Owner reach out to the guest directly. 

Consumer Response: 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.   Regards, ******* ******  I was called by the owner.....he wanted a receipt. Who in this world would save a receipt after HOT coffee was spilled all over a person. I tried to narrow down a specific date.....very hard to do. So I told him it was the first partial week of May.  He said he would get back to me. Well guess what,  HE HASN'T.I'm very upset and frustrated.......he IS dragging his feet...........obviously for a reason.  Maybe it's time to picket his business and we will see just how much business he loses.  I can't believe this entire situation.  

Business Response: The Guest Support Team at Dunkin' Brands has sent the guest's message to the franchise owner of this location, via e-mail on 6/12/2015.  We have made the individual franchise owner aware that the guest was not satisfied with his/her's response to original complaint.  We have requested that the franchise owner reach out to the guest directly.  

Consumer Response: 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.   Regards, ******* ****** The business owner contacted me today. He was suppose to send me something in writing about a possible agreement.  HE DIDN'T/HASN'T.  I DON'T think he has my e-mail address. It's ok with me......YOU HAVE MY premission to give it to him.  ALSO.....my mailing address is fine to give it to him. I'd rather YOU send it to him. It would be MORE professional and business like to do that.      William  Taylor  

5/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I visited the Baskin Robbins on ** **** ** *******, TX ***** on May 22, 2015 at about 5:30pm to order my 6inch birthday cake. I requested a standard cake in the sample book (6inch round) with mint chocolate chip ice cream and chocolate cake. I have been ordering these cakes every other year for 20 years with no problems. The female employee called someone on the phone to discuss my cake. It was either the owner/manager or the cake designer. I had no special requirements for this standard cake. I was then told by the employee that to have mint chocolate chip ice cream I would have to pay $10 extra. I thought she said $7 but my friend with me insists she said $10. Regardless of the price that was ridiculous and clearly taking advantage of a customer. She said unless I had Oreo ice cream that I had to pay the extra fee to have the ice cream mashed into a 6 inch mold for my cake. I have NEVER had to pay any extra fee EVER to have my mint chocolate chip ice cream for my cake in the past 20 years. I refused to continue the order and left the store upset and angry that I now was not going to have my birthday cake I was so looking forward to. This was a clearly taking financial advantage of a customer and I shudder to think of how many customers have paid this fee at this store. I was told it was the manager who could set any pricehe/she wanted for the services. ABSURD!!!!! I emailed B&R and was told they were sorry and that was it. No specific response to the violation of company policy. I emailed two more times asking for a manager to call me and no one has or has emailed back.

Desired Settlement: I want the exact cake I went in there to order with the ice cream flavor of my choice at no charge. I buy myself a B&R cake every other year for my birthday and now this year I have no cake. Very disappointing.

Business Response: Our Baskin-Robbins locations are independently owned and operated franchise businesses.  This guest had contacted Dunkin' Brands directly regarding this.  On 5/26/2015 we notified the guest via e-mail that we would request the franchise owner to contact the guest directly.    Dunkin' Brands Guest support team has notified the franchise owner of this Baskin-Robbins via email again on 5/29/2015 of the guest's concern.  We have requested that the franchise owner reach out to the guest directly. 

Consumer Response: 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.  I appreciate the response and understand that they stores are franchised and independently owned. The owner has now had a week to respond to me and has failed to do so.  Does B&R not have a company policy regarding the pricing of services and products?  I would think the company would be upset to find that one of its franchisees is charging $10 for onei ice cream flavor in a small cake and insisting on only using Oreo ice cream. That is a disservice to customers and financially taking advantage of them. Regards, ********* ********  

Business Response: Dunkin's Brands has contacted the Franchise owner of this location requesting him/her to contact the guest directly.  We have received an e-mail notification from the Franchise owner that he/she has reached out to the guest leaving her a Voice Mail.  Franchise owner is now waiting to guest to return his/her call

5/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I am a regular customer at the Dunkin Donuts on **** **** in **********, GA (across from ******* ******** **********). I normally have good service and find the staff cordial and professional. Today , however, was different. I purchased 2 donuts and coffee and received my change from the cashier which I put in my shirt pocket. I was followed to my car by one of the people behind the counter and accused of taking money from their tip jar! The young man continue to argue with me and was hard to convince that I hadnt stolen anything from them! One thing I can guarantee: I will never visit Dunkin Donuts again. Is this how a business should treat loyal customers!?

Desired Settlement: I would like a written apology from the employee and assurance that he will be disciplined by his manager and taught what good customer service is.

Business Response: To Whom It May Concern:

Dunkin’ Brands Guest Support contacted the guest on 5/14/2015 via e-mail.  The restaurants are independently owned and operated businesses. We have notified the franchise owner of the location and requested they contact the guest directly.

5/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: This location of Baskin Robbins does not give the full value upon purchase. When a customer buys a certain size, they are entitled to get what they pay for. When I purchase a quart, I expect it to be filled all the way without any pockets. I don't expect them to cram it, but I expect them to at least fill it. They use a weight system, and if it goes over the weight they can't sell it. They don't tell you what this weight is, so for all we know, they could be making the figure up. They also do not have any signage stating that they are able to carry out this practice. 1 Quart of ice cream is 32 oz, which is 2 lbs in weight. There should be no less then that since you have to pay $7.00 premium for it.

Desired Settlement: I want this business to fill up portions accordingly, or show us the weight after they are done scooping the ice cream.

Business Response: An e-mail was sent to this guest on 5/6/2015 requesting additional information.  Due to the Baskin Robbins stores being independently owned and operated by franchise owners, Guest Support has e-mailed the guest requesting the store location, in order to make the appropriate teams and owners aware of the guest's concerns.  

5/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: "One egg sandwich on plain bagel" -Cashier"We ordered it on an onion bagel" -My Wife"Hahaha yeah um it's an onion bagel" -Cashier"You just said it's plain. Look, this is a plain bagel" -Wife"hahaha (and walks away)" -CashierThey also overcharged us, and gave me some cash back after I spoke to a manager.

Desired Settlement: Onion Egg AM sandwich.Written apology from General Manager to my wife, ***** ****** (******** *** *******), and one to my mother-in-law (******* **************** ****).

Business Response: Dunkin' Brands Guest Support Team has sent this guest an e-mail on 5/21/2015 requesting additional information.  Dunkin' Donuts are independently owned and operated franchise restaurants.  Once the guest responds with a location we will then request that the franchise owner reach out to the guest regarding this concern. 

Consumer Response:

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 are rejecting the business's response please enter your rejection comments here.]

Regards,

***** ******

 

 

5/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I place and order for three breakfast meals at the mention Dunkin Donuts. I don't mind paying a higher price, since we were at the airport, but I do expect a good product and fairly good service. I order a sausage, egg and cheese sandwich meal and two Big n toasted meals. The bread and hash browns were extremely greasy and all three sandwiches were done with egg substitutes. They tasted awful! There is no reason to make the breakfast sandwiches with egg substitutes and if they are, you need to let the customer know. They were all so bad we had to throw them away. Also, we had to wait a longtime and everytime we asked staff for an order status we were dismiss with a flimsy excuse. In fact, a staff member (which I think was the manager) told the staff to cancel all sandwich orders. I had to remind him we were still waiting for our order, to which he just blink and didn't even excused himself for his error. To top it off, the donut I order was very cold. From now on, I will advise friends and family from buying anything at Dunkin Donuts.

Desired Settlement: A refund would be good.

Business Response: To Who It May Concern:The Guest Support team of Dunkin' Brands has sent an e-mail to the guest on 5/13/2015.  We have requested the guest provide us with additional information, as we do not know which Dunkin' Donuts location the guest visited.  Dunkin' Donuts are individually owned and operated franchises, so once we receive the location we will be informing the appropriate franchise owner(s) of the guest's experience requesting that they respond to the guest. 

Consumer Response: 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, **** *****

5/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: ****** ******* Inc. sells gift cards in a state that does not accept gift cards as payment.****** ******* store located at ***** ******** * ***** ********, WA ***** is one of a hand full of stores in Washington state that accepts gift cards however, the majority of stores in Washington and the following states explained here at this web address do not take gift cards https://www.*************.com/content/*************/en/giftcard.html and there is no other way to redeem gift cards as stated here at ************** website, web address below https://www.*************.com/content/*************/en/faqs.html The issue is once a gift card is purchased in the state of Washington the consumer is unaware of the stipulation attached to the purchase of the gift card, therefore once the gift card is purchase (the gift card is purchased by a family member living in Puyallup as a birthday gift) the consumer (the family member receiving the gift who lives in *******) has no means of using the gift card unless they use the gift card at the ******** store location.

Desired Settlement: To receive the full value of the gift card in a form that is conducive for use without any stipulation either store location or type of gift card.

Business Response: The Guest Support Team at DBI has contacted the guest via e-mail on 4/28/2015.  We requested that he mail us the ************** Gift Card in order for us to mail him back a refund in the form of a check.

4/27/2015 Problems with Product/Service
4/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: this is the email sent to corporate - However, I take this more or less as a brush off and am disappointed. I saw two people appearing to be overwhelmed at having to cover a drive-through window and the counter simultaneously during (what I would expect to be) the busiest time of day for a donut shop 7:15 a.m. when people are going to work. There was no manager present both times mentioned in my initial compliant and was told the manager does not come in until 10 am well past the busy time. So from my point of view, there was nobody readily available to correct the situation or to address an upset customer on behalf of Dunkin Donuts. As a manager for a consulting firm, I am keenly aware of the need for responsiveness with customers, which was not present in this situation. I am very interested on what actions come out of notifying the franchisee and operations team. Maybe I am just having bad luck, but given your current response I have no incentive to return and find out, particularly now that I have needed to twice take time out of my day to discuss this issue.

Desired Settlement: Customer Service said: I am sorry that you had a bad experience and will alert the franchisee and our field operations team immediately to let them know what happened. Did they ever do this? No one followed thru -this is not issue with local store but with corporate brushing my email off - Case# ******* - Dunkin' Donuts **** **** **, ********, NY *****

Business Response: To Whom It May Concern:The restaurants are independently owned and operated business.  We have notified the franchise owner of the location, via email on 4/14/2015, that this guest has reached out again.  This guest had been contact by this franchise this owner in March of 2015.    ?

Consumer Response: 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. I did not receive any calls from the local franchise - why would I bother with BBB if I did - give them my phone number and tell them a large apology is in order - as they have never contact me - ###-###-#### cell Regards, ***** ******  

Business Response: To Whom It May Concern:The restaurants are independently owned an operated business.  The Dunkin' Brands Guest Support has notified this franchise owner of this location, via e-mail on 4/15/2015, that the guest has contacted the BBB.  We have requested that the franchise owner contact the guest.

4/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I am appauled at the service I received at your DD. I am a customer that is a Frequent Flyer at DD 3 to 4 x a day 7 days a week. I placed and order for an xl coffee,2 plain bagels toasted one w/butter,cream cheese, cinnamon bagel toasted w/cream cheese. I waited and the older short lady with which is there every afternoon said out loud 2 bagels. I asked if the order was for me and she said yes. I ordered 3 bagels. She proceeded to argue w/me in a crowded DD saying thats not what her screen said. I told her miss I ordered 3 bagels and I can't show you because I threw away my receipt in the garbage. She stepped away from the counter pulled out the garbage and with her bare hands dug in the garbadge looking for my receipt. Not only is that digusting,its not hygenic and absolutely embarassing. And went on how I dont trust her. View your cameras and you can plainly see. Then she proceeds to talk about me in her language. After that scence I was so embarrased and digusted I wanted nothing but my money back. I will gladly give you my online card number and you can see how much activity I have on my DD card. Where is the I sorry there was a misunderstanding and here is the bagel. Is there no more compassion.

Desired Settlement: To the supervisors discretion.

Business Response: Dunkin’ Brands Guest Support contacted the guest
on 4/24/15  via email. The restaurants are independently owned and operated businesses. We have asked the guest for the location she visited so we can notify the franchise owner of the location
and request they contact the guest directly.

Consumer Response: 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, ***** ** *****

4/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Hello. My name is ****** **** and i am contacting you because i was told today that i am to be taken off of the schedule of my work and that i no longer work there. I asked my manager the day before if i could please take the day off for personal reasons, and she told me "You no what just take the day off".. even though she couldnt find coverage. I today, told her i will work tomorrow since tomorrow is my orginal day off to make up the hours and i also thanked her for giving me today off. She told me in responce the general manager told her to take me off of the schedule and that i no longer work there. Which is not right, and she also told me over facebook. No phone calls, nothing.She told me herself .. "you no what take the day off" which is obviously, her way of giving me the permission to take the day off. i can take a screen shot of what she told me. now i am out of work, with 2 kids to support and myself with an apartment over something that my manager told me .. herself .. that i can take the day off, so that should be on her not on me.

Desired Settlement: i would like to be able to collect unemployment until i can find another job. So that i can survive in the mean time, because this isnt right. Especially after i put in alot of time and effort to make that place a better one .. and this is how they treat them employees.

Business Response: The restaurants are independently ownedand operated businesses. We have notified the franchise owner of the location
and requested they contact the employee directly.

Consumer Response: 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, ****** ****

4/21/2015 Problems with Product/Service
4/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Saturday, April 4th I visited this franchise location around 8:00pm and was rudely acknowledged by Mr. ************. He ignored me and my companions and I had to inquire as to whether or not he was taking orders. He responded "Yes, what do you want?" and "Are you ready?" I told him we'd been ready since we arrived and he took our orders. When it was time to place my order, Mr. ************ ordered me to "stand in front of my register to place an order." I was offended and refused so one of my companions placed my order and paid for me. My order was for a medium iced coffee with cream and one pump of caramel. Mr. ************ proceeded to fill my two companions' orders as well as two orders from customers in line behind us. When he finally gave me my order it didn't have caramel in it. I asked him to please add the caramel as requested. He told me to "open the lid" and continued to pour a large amount of caramel sauce into my drink. When I reminded him that I asked for one pump, he said "well, you should tell me when to stop." Before leaving I asked Mr. ************ for his first and last name to which he responded, "Why?" When I asked again, he refused and I took a copy of a register receipt that a customer had left behind which had his name listed as the cashier. Mr. ************ was rude, demeaning, and very unprofessional. He should be reprimanded and retrained in matters concerning customer service.

Desired Settlement: I request a full refund for my purchase as well as a formal apology from Mr. ************ and/or the franchise owner for this transgression. It is my hope that occurrences like these do not repeat themselves, as we consumers exercise our freedom of choice to do business with these companies.

Business Response: To Whom It May Concern, Dunkin' Brands Guest Support contacted the guest on 4/7/2015 via email.  The restaurants are independently owned and operated businesses.  We will notify the franchise owner of the location and request they contact the guest directly. Thank you,***

Consumer Response: 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, ******** ******

3/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Someone new took over this location and since then, please note the following.1. The cleanliness of the location is terrible. The floors and table are always dirty. The floors are never mopped when it is snowing and raining.2. There are leaks in more than one spot in the ceilings. There is also about two leaks in the ceiling behind the counter where the donuts are and near wear customers place their order. Once there was a bucket on the counter catching the dirty water leaking from the ceiling. It has been like this for weeks and there is no visible attempt to fix the issue.3. There are new employees who do not know what they are doing, orders are taken incorrectly, and the location is not staffed well. There is barely one person at the register when there are two registers. You cannot have someone on the register and behind the counter making the food.4. The milk that is now used for the coffee is terrible. It is thinned out and the coffee is very weak. It is not a true Dunkin Donut coffee. They cheapen the product probably to save themselves money.I am also going to the health department about this.Thank you.

Desired Settlement: Someone needs to visit this location and require management to fix these issues.

Business Response: Dunkin' Brands Guest Support contacted the guest via email on 3/25/15. The restaurants are independently owned and operated businesses. We have notified the franchise owner of the location and requested they contact the guest directly.Thank you,***

Consumer Response: 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, * ******

3/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a item posted on the menu board #8 combo Big And Toasted sandwich With hash browns and med coffee for $6.39 the young man/Dan behind the counter very rudely returned with and your going to pay extra for the coffee and hash browns RIGHT! I answered him no, I would like the combo. he returned with no that's a MISPRINT that price is only for the sandwich i spoke and said but you have to honor it right, he returned very rudely with, why do you have a $1,000. to file a complaint about it, then move along! This happened at 12pm Sunday on 2/1/15 I was very offended since their were at least 8 to 10 people in line behind me watching, The security cameras can confirm it. after I left the place very offended and humiliated. I Left and sat down and thought maybe I could turn to you for some help, least to have the sign corrected, so there is no misrepresentation, i am almost positive it must have happen to other people . I will understand If You can't help me. THIS happened at DUNKIN DONUTS *** ******* *** ********** mass. *****

Desired Settlement: I would like to see business honor there advertisements and respect there customers or is that too much to ask?

Business Response: Hello, I am responding to the letter dated Tuesday February 17, 2015, as it has been received in our office, Today-March 4, 2015.This letter references that an original complaint was forwarded to our company ten days prior, yet we have not received anythingto date before todays letter and are immediately responding. We take all customer concerns, visits and feedback very seriously as it is an intregal part of our ongoing focus and attention to create the best possible experience. We are very unsettled to hear of a guest interaction as described not being handled in a manner that reflects the training and procedures in place to correct issues as presented at store level. I have reached out to our executive team members to research the menu board and order accuracy and correct any existing issues promptly. In doing so, I have confirmed the following: The combo price for Combo # 8 is exactly as the customer described: $6.39 for:  a Medium coffee, Big & Toasted Sandwich and order of Hash BrownsThis price was on the menu board on 2/1/15 and has been to date. Had the employee not misinformed the guest and entered the products in the register, the total would have listed the stated advertised menu price of $6.39 and the assessed taxes.The sandwich price only is: $4.09. The register automatically records, prices and honors combo pricing, even if the guest does not order the products as a combo. Entering the combo items during a single transaction will automatically assign combo pricing. Any changes to the size, or type of coffee are identified as follows:·        Large Hot coffee…additional .30·        XLg Hot coffee...additional .60·        Small Iced coffee...additional  .20·        Med Iced coffee…additional .60·        Large Iced coffee…additional .80  What the guest described is very unfortunate. The employee referenced is not currently employed by our company, however we have taken the appropriate immediate and ongoing steps to ensure that our existing employees are aware of correct procedures including product ringing, guest service and complaint resolution. We are reaching out to the guest directly as we are very dissatisfied with what was described during their visit. Please be advised that effective: 3/3/15 all combo numbers assigned on the menu board at Dunkin Donuts-266 Concord Street **********, MA.  have been temporarily adjusted.The prices have NOT changed. The Big & Toasted, Med. Hot Coffee and Hash Browns has been assigned a new combo number, however is still listed as $6.39. This change was assessed prior to learning of this complaint and in no way a response to anything similar or related.  Thank You, ******

3/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered a cup of hot chocolate on sunday afternoon in restaurant. I became violent ly ill after drinking product. Stomach ache , vomiting. There was something in theDrink. I believe it was put in by the server. It may have been spit in .

Desired Settlement: I would like my money back for this product and for the manager named ****** to look into this. He was not there at the time.

Business Response: Dunkin' Brands Guest Support contacted the guest on 3/2/15 via phone and email. The restaurants are independently owned and operated businesses. We will notify the franchise owner and request that they contact the guest directly.

Thank you,

***

3/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a frequent customer at this dunkin donut location because I live in the area and I love their French vanilla coffee and their coffee cake donut which is usually what I purchase whenever I go there.However today when I went there I only purchased a banana and sat in the restaurant doing some school studies.I admit that I must have sat in the restaurant for approximately 2 hours after which I was called out to by one of the employees and in her exact words she told me,"miss you been sitting there for more than 2 hours now,you have to leave." Not only am I upset with the tone of her voice to tell me this but I am also upset because I am a frequent customer at this location and several others when I am not in my neighborhood and also because at the time of her kicking me out the restaurant it was only myself and one other customer sitting in the restaurant. I would have understood if I was occupying a seat for 2 or more hours while there were other customers waiting for seats and I was refusing to be courteous and give up my seat being that I was there for approximately 2 hours but that wasn't the case. It was very slow business and the few customers that came in just bought their items and left immediately.I am also very irate because they have no posted sign of a seating limit in the restaurant that way I can be aware and would not exceed that limit.

Desired Settlement: I would honestly like for that dunkin donut location to post a seating limit and I would like a written apology sent to my email address at **************@hotmail.com for the tone of voice in which that employee spoke to me and also for their error of not posting a seating limit thus kicking a frequent customer out of the restaurant.

Business Response:

To whom it may concern,

Dunkin’ Brands Guest Support contacted the guest on 02/19/15 via email. The restaurants are independently owned and operated businesses. We will notify the franchise owner of the location and request they contact the guest directly.

Thank you,

***

2/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 02/21/2014 at 4:45 went to Dunkin Donuts in **** ** and was verbally mistreated by the team leader ******. When I first got to the restaurant, went to the restroom to find no soap nor toilet tissue. I told a staff member and she seemed surprised and proceeded to replace the soap and toilet paper. We went to the sales counter to place an order to find crumbs and debris all over the counter top and through out the store. While placing our order the team leader, ****** was very rude to us. ****** seemed annoyed, and after requesting a specific item he was shaking his head back and forth like we were an annoyance. I asked him if I had done something wrong because he seemed angry. At that, he used profanity and told us we should leave then and never return. I request a phone call from corporate so this situation can be discussed in further detail.

Desired Settlement: A phone call from corporate.

Business Response: Dunkin’ Brands Guest Support contacted the guest on 2/23/15 via email. The restaurants are independently owned and operated businesses. We have notified the franchise owner of the location and requested they contact the guest directly.Thank you,***

Consumer Response: 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 # ********.have not been contacted by phone yet. No resolution has been addressed. Regards, ***** ********    

Business Response: Dunkin' Brands Guest Support has contacted the guest via email again. All of the restaurants are independently owned and operated businesses. We have notified the franchise owner of the location and requested that they contact the guest as soon as possible.Thank you,***

2/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received an email from dunkin donuts that if I downloaded their application and added a dd perks card before 2/3/15 I would receive a free coffee and $10 bonus dd perks. I went on and downloaded the app shortly after I got the email and added my exsisting dd perks card and when the set up was complete I only received $5 from dunkin donuts. I called dd customer service on 2/3/15 at 4:05PM and was on hold 52 minutes and no one ever answered. I called from my cell phone at 4:50PM and the recording said the office was closed for the day and business hours should be from 8:30 - 5:00PM. They couldn't have been closed. I then called dd customer service on 2/4/15 at 8:52AM and was on hold 32 minutes and a rep finally answered. I explained my situation listed above and he said that the offer was for the first 100,000 guests. I asked how do I know if I was 1 of the first to register and he informed me there is no way of knowing there is no track of that count. So I replied then this is a scam dd send this email and everyone gets only $5 and when people ask about it you simply say the limit was reached. This is wrong. This is a scam. I received the email and shortly enrolled. I do not believe dd is actually following through with the offer since the offer of $5 bonus rewards had the same promo code.

Desired Settlement: I would like the additional $5 to be added to my dd perks account or to be mailed to me as a gift card.

Business Response: Dunkin' Brands Guest Support corresponded with guest via email 2/6/15 and advised we have notified the franchise owner for the location she visited.  The franchisee will contact her directly.Our Loyalty Support team is addressing the concerns with the wait time on Perks line.Please let me know if you need additional details.Thanks!*****

Consumer Response: 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, ******* ******

1/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: see Attached document

Desired Settlement: see Attached document

Business Response: To whom it may concern,

We have received the information and have forward the details to the franchise owner of the location noted.  We have requested the franchise owner contact the guest and resolve.

Thank you

***** *********
Guest Support Supervisor

1/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing to file a complaint against the store at **** ********** *** ********* ** ***** for violating Dunkin's own policy and state law. Dunkin's gift card policy specifies: Card value many not be redeemed for cash, check or credit, *** unless required by law ***. ******** is such a state that requires a gift card to be redeemed for cash if the remaining amount is $5 of less. Thus, in ******** Dunkin's own policy requires such a gift card to be redeemed. If a Dunkin store in ******** does not redeem such a gift card, the store would be violating Dunkin's own policy and state law. (https://www.dunkindonuts.com/content/dunkindonuts/en/help/terms.html#cards http://www.ncsl.org/research/financial-services-and-commerce/gift-cards-and-certificates-statutes-and-legis.aspx http://www.lexisnexis.com/hottopics/********/ 6-1-722(b)(2)) On 12/6 at around 8 a.m. I went to the store with gift cards each with $5 or less in remaining balance and requested them to be redeemed for cash. Manager Hernandez tried to help but did not know how to proceed. She promised that she would contact corporate Monday morning and get back to me. I still have not heard back from her.

Desired Settlement: I request Dunkin to follow Dunkin's own policy in ******** and ******** state law (***** Rev. Stat. §6-1-722(b)(2)) and redeem the remaining value of a gift card for cash if the amount remaining is $5 or less on request of holder.

Business Response: To whom it may concern,We have forwarded the case details to the owner of the Dunkin' Donuts at **** ********** ** ** ********* ** and requested they contact the guest directly.  Please let me know if you have any questions.Thank you,***** *********Guest Support Supervisor

Consumer Response: 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.  On 12/6/2014, Manager ********* at this store specifically told me that she would contact corporate on Monday 12/8/2014.  That was over one month ago.As of 1/9/2015, still no one has ever contacted me.Does the owner of this store now know how to process a request to redeem a gift card with $5 or less in remaining amount for cash?Here is my phone number again: ************ Regards, ***** ***    

Business Response: To whom it may concern,This case is considered closed.  The franchise owner contacted the guest and resolved. Thank you,***** *********Guest Support SupervisorDunkin' Brands

1/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear BBB, Dunkin Donuts in ******* NY (******) extorted $200 from me. Yesterday (12/17/2014) I drove my family from ********** ** to ******. When I got there we decided to get ice cream so we googled a Dunkin Donuts / Baskin Robbins (DD/BR) in ******. When we arrived I parked my car at the DD/BR parking lot but first I walked to a Korean tea shop next door before buying ice cream at DD/BK. When I came back to DD/BR I found my car had been towed. I paid $200 cash to get it back. When I asked passers-by about this practice they confirmed that some sleazy ****** businesses work with towing companies to make a few extra bucks by ransoming cars from tourists. Apparently businesses justify the practice by citing the oh-heavens-my-how-terrible parking problem. Other cities and other businesses have solved more severe parking challenges without resorting to extortion. I hope you agree the practice of towing is underhanded at best. I want my $200 back. ****** *************, MichiganLocation of incident: Dunkin' Donuts ****** ******** ****************, NY *****

Desired Settlement: $200 reimbursement for tow.

Business Response: To whom it may concern

We have escalated the guest concerns to the franchise owner of the location requesting they contact the guest directly.

Thank you
*****

12/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company provided invalid information on an order I placed with their gift product warehouse located outside their Headquarters. The ***** tracking number they provided was invalid according to *****.

Desired Settlement: Partial refund of the amount paid.

Business Response: To whom it may concern,Dunkin' Brands has contacted the guest and provided specific information for resolution steps.Please let me know if you have any questions.Thank you,*****Guest Support Supervisor

Consumer Response: 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. They state that they have contacted me. They have NOT called or emailed me. If all we are going to do is email back and forth than I will accept a refund and close the case.    Regards, ***** ******  

12/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I voiced my irritation about Dunkin' Donuts bad customer service yesterday on ******** with an employee singing "Rain, rain come today make the customers go away." Apparently Dunkin' Donuts representative Zak Spurlock, on ********, thinks it's okay to marginalize my input as a customer.

Desired Settlement: A simple apology would be sufficient. This is for what is now not one, but two inappropriate employee behaviors.

Business Response: To whom it may concern,This is considered a closed case. We received an email notification from the guest 11/30/14 & 12/2/14.  The franchise owner of the location contacted the guest 12/3/14 to resolve.  Please let me know if you need additional details.Thank you,***** *********Customer Relations Supervisor

12/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I PLACED A ORDER ON 11/11/2014 FOR MY DAUGHTER'S BIRTHDAY CAKE. i REQUESTED AN OREO CAKE TO FEED ABOUT 8-10 PEOPLE AND FOR IT TO READ "HAPPY BIRTHDAY *****" (IN DIFFERENT COLORS FOR THE WRITING)ON 11/12/14 I GO TO PICK UP THE CAKE IT WAS NOT THE OREO CAKE I WANTED SO I WAS IN A RUSH TO GET OTHER ITEMS SO I CALLED BACK TO THE STORE ASKING WAS THERE AT LEAST OREO INSIDE THE CAKE THE CASHIER SAID IT WAS A PLAIN CAKE I ADVISED HER THAT IS NOT WHAT I ORDER SHE WAS VERY RUDE INSISTING THAT I DID ORDER A PLAIN CAKE AND HUNG UP THE PHONE ON ME. I WENT TO THE STORE AND ASKED FOR THE MANAGER THEY CALLED A PROJECT MANAGER **** I EXPLAINED TO HER WHAT HAPPENED AND SHE ASKED ME TO LEAVE MY NUMBER AND SHE WILL HAVE THE OWNER REFUND MY MONEY AND GIVE ME A CALL ON 11.14.14. AFTER 4:30 PM I WENT INSIDE THE STORE TO SEE IF **** WAS IN AND SHE WASN'T SO THE CASHIER CALLED HER AND ACCORDING TO **** THE OWNER WAS IN MEETINGS ALL DAY AND WOULD GIVE HER A CALL AND CALL ME RIGHT BACK. i HAD NOT HEARD ANYTHING FROM ANYONE ON MONDAY 11.174.14 I CALLED THE STORE AND SPOKE WITH A CASHIER WHO GAVE ME **** ****** (OWNERS #) I CALLED HER AND WAS SENT INTO THE VOICEMAIL WHERE I LEFT A MESSAGE. I CALLED **** AND SHE WOULD NOT ANSWER THE PHONE. SO I WENT BACK INTO THE STORE ASKING FOR THE CASHIER TO CALL THE MANAGER- HE CALLS **** WHO TELLS HIM TO CALL ****- HE CALLS **** AND WALKS TO THE BACK FOR 5 MINUTES, WHEN HE RETURNS HE STATES **** WILL NOT ANSWER FOR ME. FINALLY **** GIVES ME A CALL AND I IMMEDIATELY ASK FOR MY REFUND. I ADVISED HER WHAT I HAD BEEN THRU AND SHE HAD A CARELESS ATTITUDE STATING SHE WOULD HANG UP ON ME AS WELL SHE TOLD ME I WAS HARASSING HER EMPLOYEES AND TO WAIT ON A CALL WITHIN AN HOUR FROM HER LIASON ****. I CALLED CORPORATE OFFICE WHO TOOK MY COMPLAINT AND SAID IF NOT RESOLVED WITHIN 24-48 HOURS TO CALL BACK TO HAVE IT ESCALATED. I RECEIVED A CALL FROM **** WHO LEFT ME A MESSAGE THAT SHE WOULD GIVE ME CALL LATER IN THE DAY 11.18 AND SO FAR HAVE NOT RECEIVED A CALL BACK AFTER THE FACT I RETURNED HER CAL

Desired Settlement: I AM REQUESTING A FULL REFUND AND AN APOLOGY FOR THEIR NEGLIGENCE. I WAS PROMISED A FULL REFUND BACK TO MY CREDIT CARD BY GORY AND SHE HAD HER EMPLOYEE SEIDY PUT HER NAME ON A PAPER SHOEING CAKE WAS GIVEN BACK AND I WILL GET MY REFUND.

Business Response:

The corporate person in charging of overseeing the stores in the area will respond to the guest.

11/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have made numerous attempts by email and by phone to the Dunkin Donuts contact # on the DD Perks card. I no longer want to have the Automatic Reload of $25 charged to my card each month on the 1st. After being on hold multiple times for 20-30 minutes using the contact #, I contacted the headquarters directly. They told me all they could do was send an email and have someone contact me back by phone. That was almost 2 weeks ago and I never received a phone call. I submitted an email and someone wrote me back a few days later and told me they would remove the credit card linked to my profile when they received the written approval in email from me in 1-2 business days. I replied right away with my approval. That was 11 days ago and my card was never removed from my account profile. I submitted another email 5 days ago and have not received an email back. I don't know what else to do at this point. Please help!!

Business Response: Our Card Services Department will respond directly to the guest.  They will make sure the account has been deleted.  They apologize for any inconvenience caused by the delay. 

Consumer Response: 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, ******** *******

11/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I visited Dunkin Donuts Store# ****** on November 2, 2014 at 6:40pm and ordered a medium chocolate shake for me and a small sundae for my wife. I noticed that the medium chocolate shake was $5.29 plus tax and the small, 1-scoop sundae was $3.19 plus tax. After making my order, I pulled through the drive-through behind the only other vehicle in the drive through line, which was waiting at the window. After waiting for approximately 10 minutes behind this single vehicle, I pulled up to the window. Once there, I was met by a female employee in a white t-shirt. She handed me a clear cup and told me that my total for these two items was $9.18. I handed her my debit card. She then apologized for the wait, stating that the person before us "ordered like a million things." For the record, I saw her hand the guy 4 items that appeared to be sundaes. I then took the cup that she handed me, which I presume was the chocolate shake. I immediately noticed that the shake had the viscosity of milk. There was no thickness to it at all. When I asked the girl in the white t-shirt about it, she said that's just how they make them there (I find that excuse amusing). She then tried to offer me a leftover item that the car in front of us didn't want, to which I passed. I told her that the milkshake did not look like a milkshake. She then said that she could add for ice cream to it for an additional charge. Now, I have already been charged almost $6 dollars for brown-colored glass of milk at this point. I wasn't going to pay another $2 to have them put some ice cream into this drink, since they failed to do it for $6. While I was talking with this employee, I noticed another employee, a thin white male with bushy brown hair, walking around behind the counter and drive through sales area with his phone out, apparently texting. This is when I finally figured out why it took 10 minutes to get through the drive through line with only 1 other vehicle in it. I finally told the employee that I didn't want the items and to hand me my card back. That is when I learned that she already ran my card, even though I had already complained about the shake. I waited another 2 minutes while a (presumably) manager processed a refund for my card, which I'm sure will take 10 days to get back into my account. The reason I am making this complaint to the BBB is because I had previously made a complaint about a different store location (the Hurst, Texas store) about 1.5 years ago. A district manager contacted me and tried to resolve the issue, stating that he was sorry for the poor service. He also agreed to send me a gift card for some donuts. As of November 2014, I have not received anything from Dunkin Donuts and they continue to provide horrible service, along with horrible expensive products now.

Desired Settlement: This says that the desired settlement is a "Complimentary Service", but that is in reference to the gift card that I never received. I would like that same district representative to contact me again and explain to me how a glass of brown milk can be considered a chocolate shake. I also want to know why this store is charging nearly $6 for this crap. Your employees are unprofessional (she wasn't even in her uniform and another male was walking around texting) and they could care less about the customers. The manager who handed me the card back with a refund receipt seemed to be recalling her words from a script as she said them and I could tell she was frustrated with me refusing her products. She didn't even look at me when she said that she was "Sorry." Also- Please tell your employees not to offer stuff to customers that was turned down by other customers. That is just ridiculous.

Business Response: All of our stores are independently owned and operated businesses.  We have requested the franchisee/owner to respond directly to the guest.
?

Consumer Response: 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.  There is still a level of acceptable service standards, uniform requirements and food product standards that you require franchisees to maintain. All of these were violated. So, no.. I do not accept that response. You can't just push off complaints about your company and brand to owners when things don't go your way. How childish.. Regards, ***** *******  

Business Response: Our protocol and process is to notify the franchisee/owner of the complaint and for them to respond directly to the guest.  We give them 2 business days to do that.

Consumer Response: 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. Per your last response, I have waited 3 business days. It is evident that the franchisee has no interest in maintaining positive customer relations and the behavior I observed appears to meet their status quo. What will you, as the brand of the business, do now? Regards, ***** *******  

Business Response: We were notified that the guest was contacted on 11/5 and the card he did not receive 1.5 yrs ago was sent out to him.

Consumer Response: 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.  Not one person from Dunkin Donuts has contacted me. I have not received an email, nor have I received anything in the mail. What kind of response is this??? My phone number is ###-###-#### if anyone truly wishes to contact me by phone. I put my email address on the complaint and that is my preferred contact method. If someone has truly attempted to contact me, show proof!! I have not received any type of correspondence from Dunkin other than what was posted here in the BBB. RIDICULOUS!!!! Regards, ***** *******  

Business Response: We have again notified the franchisee/owner of the store that the guest is not happy with the response.

Consumer Response: 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.  I have rejected the franchisee's ALLEGED response.  They never reached out to me nor did they attempt to resolve the issue.  I emailed Dunkin Brands CEO ***** ****** directly since the franchisee failed to respond in any way to this complaint.  I was subsequently contacted by ****** ********, the Vice President of Dunkin Brands.  Mr. ******** spoke with me at length about the issue and stated that he was going to investigate the matter and the lack of response by the franchisee.  Mr. ******** also stated that he was going to make sure to send a gift card to me, although I did not request that from him.  It appears that Dunkin Brands executives truly care about how their brand and products are represented.  I just wish the franchisee shared the same passion for their business.  I don't like the fact that the store lied about making contact with me.  I can say that with confidence due to the fact that the phone number I left in the complaint form is a disconnected number.  So it was not humanly possible for them to have contacted me by any means other than email or regular mail, which they have not.  I am more than satisfied with Mr. ********'s response to this issue (investigating the store via his means), but I am not satisfied with the franchisee's response and will never visit their store again.   Regards, ***** *******    

10/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They say sign up for dunkin perks for a free coffee you have to load a card with money for use exclusivley for them and now I have money I cant use elsewhere no coffee for signing up and no free coffe for my birthday sign up for this and receive nothing is how I ended up

Desired Settlement: I just want the free coffees as promised nothing more nothing less

Business Response: We have noted the guests complaint and asked that he contact our Card Services directly for assistance in registering with our Perks Reward Program.

10/17/2014 Problems with Product/Service
10/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The manager/owner has been extremely rude, unprofessional, offensive on several occasions. He addresses females as SIR and refuses to offer information when asked. He has actually grunted in response to questions!

Desired Settlement: I would like this person to be removed from this store. The company ignores attempts for some sort of reconciliation!

Business Response: Our stores are independently owned and operated businesses.  The guest did not include the store information in her complaint.  We have requested this information from the guest.

Consumer Response:

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 are rejecting the business's response please enter your rejection comments here.]

Regards,

********* ******  

 

10/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I have been trying to call your customer service hotline every Monday - Friday since 09/15/2014, and no one is picking up the phone. 3 weeks ago I went to use my Dunkin Donuts Gift Card (which had previously worked) on the Dunkin App and I received an alert that my Card has been disabled. I was unable to use the card to pay for my purchase. Here is my card information: Amount: $100.00 Expiration: Does not expire Number:**************** PIN:******** The lack of assistance is appalling from such a large corporation. I want this issue rectified ASAP or I want the remaining balance of my card refunded. Sincerely, ***** ***** ************ *********@hotmail.com

Desired Settlement: I either want my gift card re-activated or a refund of the remaining balance.

Business Response: This guest spoke to our Card Services Department on 10/1/14 and was advised that her card was a fraud.  We advised she contact the on line company that she purchased the card from.

10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dunkin Donuts has misrepresented their pricing since opening about 1 year ago. Their sign boardat the drive in window indicates combo meal prices. But you are actually charged by each item individually resulting in a higher prices to the consumer. I told them about this shortly after their opening and they promised to correct it. I went back two months ago and also yesterday and the same policy is still in effect. The overcharge is usually small amounts so many customers do not notice it but multiply this by the thousands of customers and this amounts to stealing huge amounts of money.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Stop this practice and charge what you advertise.

Business Response: Our stores are independently owned and operated businesses.  The guest did not identify which store he went to.  We have requested this information from the guest and as soon as we have the location we will notify the franchise owner of the complaint so they can respond directly to the guest.

10/15/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Dunkin Donuts distributed a coupon through******. It said $1.00 off and then Buy 1 dozen donuts get a dozen donuts free. The store offered me $1.00 off but said the dozen free offer was a typo and then a mistake. No manager was available to speak to me. I have kept the coupon and can copy it if needed. I will not purchase donuts here again. While this may be a mistake, it is also illegal - bait and switch tactics to get consumers in. I am not happy.

Desired Settlement: I want my free 1 dozen donuts or $8.49 + 5.5% tax refunded to me. Actually the latter is preferable.

Business Response: The franchise owner was contacted and he responded to the guest with the following

I have reached out to this Guest and sent an apology and some coupons.  I have reviewed with the store.I have not heard back from the Guest.Please close this case,

Dunkin Donuts has closed the case.


?

10/15/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Yesterday 8/29/2014 I was on the way to the hospital in a taxi cap, when I listened on the radio that yesterday was coffee day and a lot of coffee shop such as Dunkin Donuts they were serving coffee for free. I order my coffee and pay just for donuts, than my wife was behind me and order a decaf black and they charge her 1.59 plus tax 1.73 because they said is only MD roast. two customer were on front of me and they order ice coffee and regular coffee and they get them for free. cause the guy that was taking care of them he said that is just free coffee and doesn't specifies what coffee. coffee is coffee. On the mean time they did charge my wife for black decaf. I Call * *** *** **** and spoke to ****** customer care. I didn't get any help from her she said that she will address this issue so don't happen in the future and I ask her about my $1.73 and she said that the store is the one that is suppose to give me my refund and not them. They said that they going to call the store Locate at ** *** **** *********, NY***** and they will call me on two business day, I told her that I will be in contact with the BBB and sound that didn't make her happy

Desired Settlement: one dollar fifty nine cent plus tax a dollar seventy three.

Business Response: The guest filed the same complaint directly to our corporate office on 9/29/14.  We have sent the complaint to the franchisee of the store for him to respond directly to the guest.

9/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I entered the business on 9/7/14 with my twin boys (8yrs old) to use the restroom. One of the employees approached me and some other consumers and stated that we had to pay $1 in order to use the restroom. I payed him my dollar as for my twins didn't need to go and sat nearby on one of the tables. We were having a discussion on how we felt that there shouldn't be a charge for the restroom being that as consumers this is a business that we pour our money into. A gentleman who appeared to be the owner grabbed a full coffee pot and walked over to us and and was screaming and threatened to throw that hot coffee on us. At no point was this man or his employee threatened or attacked. It was a conversation. I was not elevated in any way shape or form. One of the men that were there was very upset and wanted to attack him after he saw him holding the pot to throw it on us and I stopped him from lunging at him. I was not there to cause any problems and was not aware that me stating my disagreement with their policy would cause for me to get attacked by no other than the business owner. I understand that this may have been a hectic day for him being that there was a parade/festival being help in that area. However, I walked out of there extremely bothered by the fact that something so small could have caused a huge tragedy. I am raising two boys to be respectful of others and this is not what I would ever want them to witness. Their father being attacked for no reason. He proceeded to call the cops in and I was treated like a criminal. had no words to answer my kids when they asked me why did that man talk to me that way and was he gonna hurt you with that hot coffee? I don't know what other way to get my point across it is not ok to physically threaten someone because they are stating their opinion. This man is a business owner and we the consumers are what keep his business afloat. Why would he think to throw hot coffee on a consumer would ever be okay!

Desired Settlement: I am not sure what type of resolvent I may be able to get. I am not looking for any monetary settlement but would like for this man to understand that his actions towards me was unprofessional and devastating for me and my kids.

Business Response: Our stores are independently owned and operated businesses.  The guest did not identify which one of our stores he visited.  We have asked him for the store location.  When we receive the location information, we will forward the complaint directly to the franchise owner for a response.

9/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I went to store number ****** in ***** **** *** ****. I have complained about how the employees treated me before. But today Sept 20th at 7:55 pm and I ordered a coffee the manager did not understand me and he knows and everyone knows that I do have a speech issue. I thought I would got a free drink because I registered a card. I got so mad and I did called them names (I know that is not okay) The person whom took my order is the night time order. He said I don't want to talk to me. I said the same thing. I called him an idiot and a moron. I know this is not a good way for handle things.

Desired Settlement: learning to handle people with speech disabilities and stuttering. I can help dunkin donuts to get the information they need.....

Business Response: Our stores are independently owned and operated businesses.  We have requested that the franchise owner reach out directly to the guest.

Consumer Response:   The owner said that they don't want to talk to me. ***** *******  

Business Response: We have notified the franchise owner and the operations manager who oversees the store to look into the matter.

9/16/2014 Problems with Product/Service
9/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: At approximately 9:15 a.m., on August 22, 2014, my wife and I went through the drive-thru at our favorite Dunkin Donuts in ******* ***** ** as we do most mornings. My wife ordered a large iced tea with two ***** artificial sweeteners as in most mornings. Upon arriving at work, my wife started drinking her iced tea and discovered that a significant amount of coffee was mixed with the tea. My wife is extremely allergic to coffee and began suffering an allergic reaction immediately. After making sure that she took some allergy medicine and that she brushed her teeth and washed her mouth out, I called the store and spoke to *** *****, the manager on duty at 9:40 a.m. He directed me to “*****” (he did not know the last name or specific position title) and provided a mobile number. I left a message for “*****” at 9:47 a.m. Because of the poor manner in which this incident was handled and in the event that my wire requires any follow-up medical care or has other related issues I would like to speak to someone as soon as possible. Additionally, as frequent and long-time patrons of Dunkin Dounts, we would like to insure that such issues do not happen to anyone again.

Desired Settlement: We would like the following: An apology from a responsible party Strong assurances that such service/ training/ execution problems are resolved and will not endanger anyone else Remediation for the order and time spent addressing the issue

Business Response: This guest called in the same complaint to our corporate office on Friday 8/22 at 11:36 am.  We have documented the comments and asked the franchisee of the store to respond directly to the guest.

Consumer Response: Thank you for the reply. I spoke to the district manager in training last week. He was kind enough to follow-up to find-out how my wife was recovering from her allergic reaction to the coffee in her iced tea. The district manager in training suggested that a conversation with store management and the employee in question led him to believe that the employee likely began making a coffee drink and filled the remainder of the cup with tea as well as potentially incomplete training for the manager who was more concerned about a sales receipt than the immediate health of my wife when I called the store to report the incident.The district manger in training suggested that he would be happy to personally pay for one of our (daily) trips to Dunkin Donuts. Although my wife and I greatly appreciate his concern, we are surprised that there was no follow-up from either the corporate office or from the franchise holder. We have been steady and frequent customers of Dunkin Donuts in general and of this franchise specifically (16 years, three to five times per week most weeks). We appreciate the district manager's personal concern and diligent follow-through, but are also confused at why he would need to personally pay for our morning tea, wraps and donuts. This should be something that should come from the franchise holder or corporate.? Regards, **** ****  

Business Response: Our stores are independently owned and operated businesses.  The district manager for the store spoke to this guest several times.  He states that the guests wife is doing well.  The district manager offered him free breakfast.  We have closed the case.

9/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: To Whom It May Concern, I am deeply disappointed in a recent Dunkin Donuts experience I had this evening Aug 31st at 11PM, **** ****** *** *** ****** *** **** **** I went to the local DD shop and ordered 2 coffees, 1 iced. I was unhappy with the taste of the iced coffee and I asked the counter person to give me a refund, he refused and offered to make me another coffee from the same batch. I said that that would not work for me, then he said he would brew me a new pot, so I waited even though I had asked for a refund. It is my opinion that he did not brew any new pot but simply gave me the bottom of the last urn, which was God Awful. I know because I brew coffee everyday and there is nothing I love more than a fresh cup of coffee. When he gave me the hot cup of coffee it was worse than the old iced coffee he just gave me. I realize that it was a Sunday night and things might be slower than usual but I am a paying customer and I go to Dunkin Donuts for FRESH coffee. When I spend $3.00 for a small glass of iced coffee I prefer it to be good. The counterperson was very disrespectful to me and tried to get me in an argument with a man on line. He was accusing me of complaining of the coffee once before. The problem is, I go there practically every night and it is possible that once 2 months ago I asked them make a new pot of coffee. 2 times out of 50 purchases doesn’t seem that terrible. I was treated unfairly and abusively by your worker and the man on line who was thinking I was holding up the line. I can tell you this much, if you do not come up with a better customer service policy I predict that at here in New York City, you will find your business in a great decline. All the Best, ******* ********

Desired Settlement: I am happy just to make my complaint known. I believe that a lot of people get abuse like this in NYC and it causes a lot of underlying communication issues. I would like to see their staff improved. The men are somewhat disrespectful to women.

Business Response: Our stores are independently owned and operated businesses.  The guest did not provide enough information for us to pinpoint the store she visited.  We have asked the guest for more information so we can notify the business owner directly.

Consumer Response:

The store I am referring to is located at *** *** *** **** ****** in New York City.

I won't be satisfied until I know someone in a higher position speaks to the Sunday night staff about this, and yes I do feel I deserve a refund even though it is a small amount of money. The point is Dunkin Donuts should serve good tasting coffee even late at night or give a refund to an unsatisfied customer without an argument. My night was ruined for a couple of hours afterward and it could've been easily resolved if the customer services policy was better.

Regards,

******* ** ********

 

 

Business Response:   The guest has still not identified which store she went to.  She has given us 2 different locations.  As our stores are independently owned and operated businesses, we need to definitely identify the correct store so we can make the business owner aware of the complaint.  We have asked the guest again for the exact location of the store.

8/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: BBB Note:
Business (as entered)
Dunkin Donuts
*** ****** ***.
*********NJ,*****
************

Hello, I'm writing about today's experience at Dunkin Donuts. Right now, the thoughts and emotions that are wandering through my mind, are literally mind blowing. I am in complete and utter disgust. I've never felt like this in my entire life.This morning, I purchased my daily large iced coffee and a plain bagel with ham, egg and cheese. I waited until I got to work to open my straw and sip my coffee as I usually do. I must've drank 1/4 quarter of my coffee when the unthinkable happened, I took a sip from my straw and I felt something on my tongue. I thought to myself, This cant be anything, it's liquid, how can there be something in my mouth?! I then removed it out of my mouth and into my hand and oh my God, it's a bug, a bug in my mouth!! I screamed in complete shock as my co-workers approached asking me all types of questions. The first question, Where did you go, so I never go back there. I then phoned the chain restaurant and asked to speak to a manager, he took the information and asked me to make a site visit to the store with the evidence, I accepted. As per the manager, he claims there is no way a thing of that nature can occur. He kept refusing a thing such as this could happen. Are you kidding? It happened! The bug came through the straw and into my mouth! I'm a regular customer at this location! He agreed to compensate with a free coffee tomorrow and Monday. I dont want to visit his store ever again! I told him, I would like a gift card in the amount of $200 and unfortunately for him, he didnt agree. I shouldve requested a lifetime supply of free coffee, maybe that would entice me to possibly visit a Dunkin Donuts again. Im not sure, where Im going with this, but there are definitely options, Im going to start here before I go to the health department or visit an attorneys office.The way I feel right now, Im ready to end my business here. I may as well brew coffee at home or at work for myself and my colleagues. Who would ever want to experience such a thing?

Desired Settlement: A $ 200 gift card - this way I can buy enough free coffee to attempt to forget my traumatic experience!

Business Response: Our stores are individually owned and operated businesses.  We have asked the franchisee/owner to respond directly to the guest.

8/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: BBB note:
Business (as entered)
dunkin donuts
*** ******* ******
********RI,*****
************

I have a complaint against all of the dunkin donuts in our area, all owned by the same people I believe. recently they started charging for Styrofoam cups to insulate peoples ice coffees. this was done as a solution to stop littering on the beaches, which dunkin donuts was hearing complaints from the town of westerly about. they have every right to charge for there merchandise, but what troubles me is that each location has a different policy about the issue. the new charge is 25 cents for a Styrofoam cup, if you ask for a cup, the employee informs you they are now charging for the cups. for some reason though they will not put the charge onto the customers receipt. if I am being charged for something from the company, I expect to receive a written record of this. the fact that I have not ever received the charge on my receipt but still am paying cash for it leads me to believe that the company is not reporting all of its income, or its employees are embezzling money from the company. 25 cents may not seem like a lot to the individual, but a well established brand like dunkin donuts generates a large amount of revenue, if this happens to 100 people a day this starts to add up to an astonishing amount. this is made more apparent when you realize they have atleast 6 locations in our area. the other aspect that is very troubling is that as being a franchise, all the local locations should be charging the same amount. the fact that some locations charge and some don't leads me to believe even more that I am some how being scammed. upon calling the general manager of all local locations, the only answer I received was that "they can charge what they want, they'll do what they want" . not only do I feel insulted by the way my inquiry was handled, I now feel as I am being made a fool. in my understanding not reporting income falls under tax evasion or fraud. again im not familiar with the laws, but I would really appreciate any insight or help the bbb might be able to offer. thank you sincerely

Desired Settlement: I just don't want to feel like I have been taken advantage of, I have been a customer of dunkin donuts my whole life, I just don't want to feel scorned. I want some one to atleast look into this, and if its an irs issue or if there is another organization that can better help me, just need a point in the right direction. The amount of money they stand to be making by stealing is cause for concern

Business Response: Our stores are independently owned and operated businesses and as such set their own policies as to pricing.  We have addressed the issue with the owner of the store mentioned in the complaint and asked that he respond directly to the guest.

8/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My friends and I were refused service. The hours of operation on the door stated that the store is supposed to close at 11pm, we arrived at 10:34 and the chairs were already flipped onto tables and someone was moping. We knocked and when a different person finally opened the door he said they were closed, I asked his name he said *******, which I realized was a lie after looking down at his name tag, his name is ******, he then closed and locked the door and began throwing the doughnuts away. We were looking to purchase 4 dozen donuts or muffins for an impromptu study group, there was also a gentleman looking to but coffee before work that was also refused service.

Desired Settlement: I would like an apology and for this incident to be documented in the offending employees record

Business Response:

Our stores are independently owned and operated businesses.  We responded to the guest asking for the location of the store she visited.  As soon as we have the location information we will notify the franchisee/owner and ask that they respond directly to the guest.

Consumer Response: 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, ****** *******

8/8/2014 Advertising/Sales Issues
8/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: BBB mote: Business (as entered) Dunkin Donuts*** ******** **  ************** ***** Disturbing residential noise during the night, excessively loud and every night. Dunkin' Donuts failed to reply to many messages from multiple persons since they opened the store over many months, even a town complaint. This is from a new dunkin' restaurant that setup in a residential neighborhood. Every night there is a delivery where the dunkin' truck produces obnoxiously loud noise, shrill loud tones while unnecessarily backing up directly to the rear door, and the delivery person slams and bangs various metal components. This is again in a residential neighborhood at around 0200-0300 hours. None of the other stores of the shopping center in question where the dunkin' restaurant is located receive deliveries at that obscene hour and none other require reversing their truck directly to their doors, and that is upon deliveries to the other stores of substantial size that take 30 minutes or more, the dunkin' delivery is a small delivery of a few minutes, there is no need for such hideously loud, disrespectful noise that is harmful to health.I and many of the local neighbors to the store have not received a full and undisturbed nights sleep since the store came to the neighborhood. Over the many months this has been occurring I have been suffering the effects of sleep deprivation. Dunkin' is wearing on my health and has ignored all attempts to resolve their abusive behavior.If compliance with decent respectful behavior is denied through this complaint I shall be left with no other option than to escalate this issue with the Department of Transportation, Department of Health, and possibly the police department, also pursuing any necessary legal recourse to protect and maintain the health of myself and neighbors.

Desired Settlement: Silence and respect for sleeping neighbors. Make your delivery during an hour where such noise is legal or receive the delivery in silence.

Business Response: Our stores are independently owned and operated businesses.  We have requested that the franchise owner contact the guest directly.

Business Response: Our stores are independently owned and operated businesses.  We have requested that the franchise owner contact the guest directly.

7/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: BBB Note :
 Business (as entered)
Dunkin Donuts
*** **** **** ** *** **** *** ***** ************

The price advertised on the posted menu was lower than the price I was charged. I informed the cashier and she said the company had raised prices, but not changed the menus.

Desired Settlement: Na

Business Response: The stores are independently owned and operated. I have sent the complaint to the franchisee for resolution.

7/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have not visited this establishment on ***** (DD) in a month, due to the last experience. Today I really wanted a donut so I thought I would try again. My mistake. The last four trips have looked like this1) Request: Big and Toasty, Boston Cream D, Chocolate milk : Received Grilled Cheese, Boston Cream, Chocolate Milk2) Request: Big and Toasty, Boston Cream D, Strawberry milk : Received Big and Big and Toasty (Waited 15 min before I realized they forgot to make it and then it was somewhat cold), Boston Cream, Strawberry Milk (15 days overdue and completely curdled) 3) Requested: Boston Cream D, Strawberry Milk, Received: Boston Cream Strawberry Milk (first 5 I pulled where 7 days over due or more before I told the manager)4) Requested: Boston Cream D, Strawberry Milk, Received: Boston Cream Strawberry Milk (first 10 I pulled where 1-10 days over due before I told the manager)In all instances I barely got a sorry or some inkling that they will work to fix the issue. Twice the blame was on the delivery guy. The responsibility of the restaurant is on the owner and the managers, not the workers, not the vendors. Once it is someone else's issues. 4 times (in a row) is poor leadership and a lack of responsibility. I used to regularly bring my daughter (14 months old now) to your establishment. It scares me to think that the lack of quality of your products could have made her extremely sick as she would not have known better.

Desired Settlement: I recommend retraining your management (improving customer service responses, training of employees, and most importantly how to take responsibility) and to likely replace your vendor.

Business Response: The stores are independently owned and operated. We have forwarded the information to the franchise owner for resolution.

7/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Entered this store on 6/9/14. Cust serv. was very bad. They(assoc. who waited on me didn’t know how to ring up Perks awards., she asked manager, a ******* ***** lady, no ID on her. When I tried to get her name they wouldn’t give it to me. She came out and said I don’t know how to do very very rude. because she didn’t know it cost me 8.47 on my rewards card, if she had known I wouldn’t have had to pay. Then she got very rude left floor and called me a *** ***** I went and got husband & then it became awful. So I called Police. They came & said “nothing they could do because of franchise”. he talked to her & told her she should be more nice w/cust service. He told me to contact the BBB and D.D.. I’m a good cust., but no more. They all needs more training in comm, lang barrier & how to deal w/ cust (public relations). The mgr was out of order in front of her assoc. and other customers. It could have been a violent situation if I hadn't calm my husband down too., and calling me a *** ***** was unacceptable !!! all I was trying to do was patronize the DD. Sorry and Thanks, ***** ***

Desired Settlement: Give back my $8.47 & let DD no about her for future cust’s who come in contact with her Rudeness . As a mgr. she should set example for her workers. I will not be going there again!!!

Business Response: This case was resolved by the manager/franchisee of the store on June 18, 2014.  The guest was provided with a $10.00 gift card at that time.

7/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: i work at the USPS across the street from store ****** on *** **** **** ****** **, ny ; several visits i received the horrible service and the wrong product. it seems everytime we (me and co workers ) places an order its either wrong or not fresh. on june 15, 2014 around 10:46pm this particular night i order an ice coffe and hash browns. i asked for my ice coffee to be light and sweet with 3sugars , beening we had passes experience with over sweetness or even the coffee too dark i repeated myself so ********** l the cashier could understand the standard service im requesting. it failed my coffee was so sweeet it was bitter and my hash browns was greasey . i request for the manager who also refused to remake the coffee to my likeness. the ice coffee was so horrible i do believe he purposely over sweeten it . these men at this store have no respect.

Desired Settlement: i would like these professional employees, to accomondate there customers request rather then force the wrong product on them . several visits i received the . i am requesting merchant certifucate in the amount of $13.39

Business Response: Our stores are independently owned and operated businesses.  We have requested that the franchisee/owner respond directly to the guest.

7/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Business (as entered)
****** ******* *** ******** **** ************ *****

I ordered an ice cream cake (chocolate cake/chocolate chip ice cream) from this location. I've done this for many years, at least 3 cakes a year. This visit, the female employee took my name, got the cake from the freezer and started writing on it. When she put it in front of me, it said, "Happy Birthday, *****" in blue.It should have said, "Congratulations, *****" in PURPLE. I told her the writing was wrong and asked how this happened. She claimed the person who took the order had marked a box and she couldn't tell if it was supposed to be happy birthday or congratulations. I looked down at the receipt which was on the counter in front of me and it clearly was marked as congratulations. I didn't see the words happy birthday on the order form. I asked her WHY she didn't ask me what it should be? She didn't answer, she just blamed the employee who took the order. I was the only customer in the store, she should have gotten the order correct.I saw her scrap off the writing, but did not refrost that area. I could see the chocolate cake and then she just wrote the correct wording. The cake looked terrible. This type of customer service, or lack of, is unacceptable. I want my $25.99 returned. I also noticed on the receipt there was a $1.00 "cake design charge". What is this? If I'm ordering a cake, I expect everything to be included. I was NOT told about any additional charge.

Desired Settlement: Refund of $25.99 (price of cake)

Business Response: Our stores are independently owned and operated businesses.  We have requested that the franchise/owner respond directly to the guest.,  The guest only left an email address.

Consumer Response: 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.  

I DO NOT AGREE WITH THE ANSWER FROM THE BUSINESS OWNER. HIS ANSWER IS "UNTRUE".ON JUNE 19, 2014, I RECEIVED AN EMAIL FROM ****** ******* (***) ASKING ME FOR A PHONE NUMBER WHERE I COULD BE REACHED. I EMAILED HIM BACK THAT **** DAY WITH *** *** ****. TWO DAYS LATER, I STILL HAD NOT HEARD FROM HIM. I EMAILED A 2ND TIME AND GAVE HIM MY CELL # *** *** ****. TO DATE,  5 DAYS LATER, I STILL "HAVE NOT RECEIVED ANY PHONE CALLS". ALSO, HE WANTED MORE INFORMATION ON TIME AND DATE OF INCIDENT. ALL THAT INFORMATION SHOULD BE ON THE ORIGINAL CLAIM WITH BBB.I EVEN MENTIONED IF HE CALLED *** *** ****, IT SHOULD BE AFTER 1:30 PM AND IF HE GETS THE ANSWERING MACHINE, START TALKING BECAUSE THAT MEANS HIS NUMBER IS COMING UP AS UNKNOWN.THIS OWNER IS NOT GIVING CORPORATE THE CORRECT, WHOLE STORY.?

7/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: BBB Note: Business (as entered) dunkin donuts**** ******* ***** **** ******* ******** ***** I was a patron at this location today and had to use the restroom. I was in the facility for seven minutes and someone bangs on the door yelling for me to get out I'm in there too long. If I'm a paying customer, not a homeless individual which they allow in there that do not buy anything and destroy the bathroom.why am I being harassed to leave the bathroom? This is not the first time this clerk has been rude to me. The store is dirty and drug addicts and homeless people stay there. Please follow up

Desired Settlement: I want my money back for the drink I purchased. I spend a lot of money in this store to be treated like garbage.

Business Response: Our stores are independently owned and operated businesses.  We have asked the franchisee/owner to respond directly to the guest.

Consumer Response:  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 # ********.  Regards, ******** **********  

Business Response: Our stores are independently owned and operated businesses.  We have sent a follow up to the franchisee/owner.

7/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I gave them permission to take 12.95 out of my account but they went and took $53. out. I pay twice in one month.I was to get 12.95 refunded back into my account but I did not get it.I call to cancel the service but they did not stop it.So this month they went in and took the money.They never let the service run that long for the bill to get that high.That is why I pay twice in one month because they said it would be turn off before the 3rd. Product_Or_Service: internet

Desired Settlement: DesiredSettlementID: Other (requires explanation) $83.00 refund for overdraft

Business Response: We are unsure of how to respond to this guest and have asked the guest to contact us with further details.

Consumer Response: 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, ********* *********

6/27/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: After hearing about the rats and seeing brown specs on our donuts which we discart toss the nasty discuting donuts a few were started to be eaten but qucikly was trashed as well

Desired Settlement: store claim they would send a gift card that was apil 3rd two months later we never got gift card to use locally here we are now back in maryland

Business Response: our stores are independently owned and operated businesses.  The guest does not identify the store and we have requested that information from the guest.

Consumer Response: Store  was  identfy  and if the  comments are they are independ  own   i guess  so are the rats  in  the  store and  please  make note of the  rats  ***   ****  ** ******  ***   rats n DD   (not just  donuts )  maybe that their  secret ingredients  and  extreme poor customer  service  added  to  rats  droppings

6/26/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: ordered a couple of dozen donuts not donuts and rats droppings but april 3rd 2014 proof to be shocking and sicken to our stomach riding in the car back to rhonde island filled with disgust when you call the store all of sudden no one speak ENGLISH omg

Desired Settlement: refund or something but no rats droppings

Business Response: This is the third complaint from the same guest - each time she has a different last name and email address.  We have previously responded to this complaint in April 2014.

Consumer Response: COMPANY MUST HAVE SO MANY COMPLIANTS THAT ITS NOW  GETTING IT PATRONS ALL MIX UP IN THEIR  DATA  BASE

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,

***** ******

6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I BOUGHT A QUART OF ICECREAM WHILE I WAS VISITING FAMILY AND WHEN I GOT IT HOME AND MY HUSBAND OPENED IT SOMEONE HAD EATEN OUT OF THE CONTAINER. I CONTACTED THE STORE AND IMEDIATELY RETURNED IT TO THEM.THEY DID RETURN MY MONEY AND OFFER ME ANOTHER QUART BUT WE DIDNT WANT THE ICECREAM AT THIS POINT.WHEN I ASKED THEM HOW THIS POSSIBLY COULD OF HAPPEN THE MALE EMPLOYEE AT THE TIME TOLD ME THAT SOMEONE HAD BOUGHT IT PREVIOUSLY AND RETURNED IT TO THE STORE.MY RESPONSE WAS SHOCK AND I TOLD HIM INFRONT OF OTHERS THERE THAT THEY ACTUALLY SOLD ME ICECREAM THAT HAD ALREADY BEEN BOUGHT AND RETURNED.THEY RESTOCKED IT !I DID CONTACT THE MAIN COMPANY WHOM RESPONDED WITH THE GENERIC WE'RE SO SORRY AND HOPE I'LL GIVE THEM ANOTHER CHANCE AND THAT THEY FORWARDED MY CONCERNS TO THAT FRANCHISE IN HOPES THAT THEY WOULD GET AHOLD OF ME.WELL , I HAVEN'T HEARD FROM THEM SO APPARENTLY THEY AREN'T TO CONCERNED ABOUT THE HEALTH RISKS OF RESELLING EATEN FOOD OR THAT THEY PUT MY FAMILY IN DANGER OF POSSIBLE FOOD TAMPERING.I'M HOPING THAT IF YOU LOOK INTO THIS MATTER THAT THEY JUST MIGHT TAKE THIS MATTER A LITTLE SERIOUS.EITHER WAY THIS TURNS OUT I WILL NOT RETURN TO THAT SPECIFIC STORE AGAIN. I DON'T EVEN THINK IT'S LEGAL FOR PERISHABLE FOOD TO BE RESTOCKED LET ALONE UNSEALED ICECREAM

Desired Settlement: I WOULD LIKE THEM TO CONTACT ME AND EXPLAIN WHY THIS WOULD HAPPEN AND WHY THEY SEEM TO DISREGARD THE SERIOUSNESS OF WHAT WOULD HAVE HAPPENED IF IT LOOKED NORMAL AND WE ATE IT AND GOT SICK OR WORSE.FROM THAT POINT I GUESS WE'LL FIGURE OUT HOW WE WILL PROCEED WITH THE COMPLAINT.IT REALLY DEPENDS ON HOW OR IF THEY RESPOND

Business Response: Our stores are independently owned and operated businesses.  We have requested that the franchisee/owner respond directly to the guest.

Consumer Response: 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, ***** ******* .They sofar seem to be ignoring this issue which is serious.They have been given over a week to respond to my complaint so im not completely satisfied

6/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am very dissapointed with recent dunkin donut visit. I have been a loyal customer for about 5 years but now I am thinking of switching to*********. I recently visited the DD store in on *** * ****** ***,*********Wisconsin on June 3 2014. It was my birthday and I bought $20 worth of food. Since I recently got DD perks card which advertised that I would get a free medium drink on my birthday. So I was really excited that I would be greeted very nicely on my special day but when I inquired about the free medium drink special on birthday. The lady on the counter rudly told me that they dont offer that.Its not like I just went there to get a free drink , I ordered $20 worth of food. I thought DD follows standard policy in all its store but I was really disappointed. I would make sure that I will post this rude behavaior and miss advertisment from Dunkin Donuts on all social media so that people would come to know how bad of a customer service they provide. I would never go back to any DD again. Now thinking to switch to********* , atleast they have better customer service.

Desired Settlement: I want them to take action against thats store which is destroying the brand image of Dunkin Donuts. Its is not about a free drink its about policies and how to treat their customer. I would like them to send me a gift card if they really care about a customer and want their old customer back .

Business Response: Our stores are independently owned and operated businesses.  The franchisee/owner will respond directly to the guest.  The free birthday coupon is an email that our guests receive that is brought to the store for redemption.  There is a bar code on the coupon that needs to be scanned for redemption.

Consumer Response:

Better Business Bureau:


They should atleast have enough knowledge to infrom the customer and tlaking rudly to someone is never acceptable. Moreover the advertisement regarding the free birthday coupon is misleading. It does not say that not all stores participate in this promotion. Anyway its not about a free medium drink , its about how you handle the situation and make a customer happy. I was in********* once and they gave me a free drink becasue I had been waiting in line for a long time. This is called a true customer service. May be Dunkin Donuts need to train their Franchises on how to greet a customer or make them happy.
 Anyway the response that I got from Dunkin Donuts was not what I was expecting. I would never go to a DD store anymore and would make sure to put this case on social media so that other consumers would be aware of how bad DD treats their customers and also would be aware of false advertisement . 

 

 

 

Business Response: Thank you for your response.  We have forwarded your concerns to the franchisee/owner of the store.  We do apologize for the experience at the store  You should receive a response within 2 business days.

6/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to the Great neck store of dunkin donuts. I do have a stuttering issue. (Speech disability) This is not the 1st time. I went there on June 11 2014. The person laughed at me. I said I wanted to discuss this issue with the district manager. They refused to give me the info. I spoke to the manager before and all he did was defended his employees. Also in this store there is a lot of customer service issues. And many people do walk out. I was very mad. And I refused to be treated like this when I go there. I spell out words because I do stutter. I don't like the humor.

Desired Settlement: This is very hurtful for me. I would like the district manager /area manager for this store to contact me. And I would like to have a $40 gift card since this is very hurtful for me. I am very tired every time I go there are some remark on how to speak to my speech disability. That's is why I am seeking a $40.00 gift card.

Business Response: The guest did not identify the specific store he went to.  Have asked guest for store location.  Once that is received we will forward directly to the franchisee/owner for a resolution.

Consumer Response: I have talked to the owner of the Great Neck NY store.  And she gave me her email address for other concerns that comes up.  She wants to meet me in person to give me coupons.

6/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: BBB Note:
 Business (as entered)
Dunkin Donuts
**** ******* **** ****,
*** ******* TX, *****
###-###-####
i feel the need to report such behavior , the current owner has been seen badgeringand stealing tips that have been left for the workers he talks to customers vulgarly he only has one person working all day leaving the restaurant to be ran by one person from 12 to close with the Representative having to work alone and then try to hold his urine ! LEAVING THE PERSON IN CHARGE WITH NO BREAK OR TIME RECUPERATE AND COME BACK ON A BUSY SHIFT.HE HAS HIS WORKERS SLEEPING AT THE AIRPORT BECAUSE HE WILL NOT PROVIDE DECENT HOURS FOR THEM TO BE ABLE TO RECEIVE PROPER TRANSPORTATION HE IS RUDE AND CRUEL THE PEOPLE I SEE WORK THEREARE VERY HARD WORKERS THIS IS WHY WE AS CUSTOMERS CONSTANTLY LEAVE TIPS BUT I HAVE PERSONALLY SEEN THEM NOT GIVEN TO THE WORKERS BUT PLACED IN A BROWN PAPER BAG BEING GIVEN TO HIMI FIND THIS ILLEGAL AND UNFAIR AND HE BADGERS HIS WORKERS TO DO THINGS THAT ARE OF A HIGHER POSITION WHEN THEY ARE NOT IN MANAGEMENT AND NOT BEING PAYED FOR THE WORK THEY DO THIS MAN IS REDICULOUS

Desired Settlement: I FEEL THAT THIS MAN NEEDS TO BE REEVALUATED AND WATCHED I FEEL THAT HE SHOULD BE REPLACED OR REQUIRED TO MAKE CHANGE AND STOP THE ILLEGAL BEHAVIOR THERE SHOULD BE 2 WORKERS FOR A 2 MAN JOB NOT ONE THESE POOR YOUNG ADULTS ARE SUFFERING FOR NOT A PROPER AMOUNT OF MONEY I FEEL THAT THIS MAN NEEDS SOME SORT OF PENALTY FOR KEEPING THESE TIPS THAT BELONG TO THE WORKER WHO HAVE EARNED THEM

Business Response: Our stores are individually owned and operated businesses.  The owner/franchisee will respond directly to the guest.

5/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I PURCHASED TWO COFFEES AND TWO PLAIN BAGELS TOASTED WITH BUTTER ON Thur., May 15, 2014 from Dunkin Donuts located at *** ******* Parkway, ********, N.Y. ***** at 9:27 AM. When I arrived home and began to eat the bagel, I noticed it had a funny taste to it. My husband tasted his bagel and said this does not taste right. It has a bleachy taste to it. And I said, "mine taste the same way, too. I did not see a telephone # on my receipt to call but we did not eat any more of it.The store is not near my house and it would cost me more money to return the items. I would like the place to be inspected and the goods tested for toxic substance. I will probably go to my doctor because my stomach has been feeling nausea. Please investigate and notify me of your findings.Thank you.***** ******* BBB Note :  Business (as entered) DUNKIN DONUTS *** ******* PARKWAY ******** NY, *****

Desired Settlement: I paid $2.80 for this but I would like to see the location inspected and cleaned up. I will not patronize that location again. It is my first and last time.

Business Response: All of our stores are independently owned and operated businesses.  We have asked the franchisee/owner of the store to respond directly to the guest.

Consumer Response: 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.  

I can not close out this complaint at this time until I hear from the business in question. They are still investigating and I await their response. Please keep this complaint open until I hear from them. 

Business Response: this customer has already been responded to by the franchisee/owner of the store. 

5/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: BBB note: Baskin Robbins *** ********** Hwy. *******HI, ***** ********** My family and I tried to take advantage of a promotion shared by my good friend who shares good deals with my family since she knows I have 4 children and we are living during this hard economic times. Anything to save a dollar and treat my children. In short the advertisement in my opinion drawer in the public $1,$2,&$3 scoops April 22-24 and hours of operation are 10:00-10:00PM.This is my complaint my family arrived @9:32pm with the lights off and the ****** worker on duty on Thursday 4/24 states that BASKIN ROBBINS is already closed, it closed at 9:00pm tonight only. The man working behind the counter states that he's the owner and he's been scooping ice cream since 3:00pm and has a a lot to clean up so he can close without notice to the public! I work in customer service and this is by far the most unethical practice displayed! Business owners have standards to abide by please advise me and fine$$$ this man for killing my children's dream to eat ice cream one night! It's about the principle!!!

Desired Settlement: Honor the coupon for my family . I have 4 kids! And brought 6 of my nieces and nephews who did chores to earn $3 a piece in order to Pay and treat themselves to something they earned .

Business Response: Our stores are independently owned and operated businesses.  The franchisee/owner will respond to the guest.

5/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: (BBB Note : dunkin donuts *** ***** avenue ******** NY, *****************) would like to introduce my self prior to elaborating about the experiences at dunkins donut,my name is ******* * ***** i am 52 years old with a reasonable amount of intelligents and education i have been a patron of this particular dunkins donuts for over a year approxiately, the incident that drove me to sent this to the CEO of dunkin donuts is not just one islolated incident it is one of many that the level of continuance of going to your establishment and the ill-manner mis-treatment by a few employees, i want you to know that your business has not been single out to point out the ill treatment of americans by the hiring of non-american who actions suggest that they were illegally hired or placed in a position to services american with forms of ill treatment that violate the rule and laws of basic business ethics (101) before i go on to explain some of the incidents that transpired at your establishment, im going to give you some examples of other different businesses real and true experiences,they will be brief only to share the common ill practises of the mistreatment of americans on united states (soil) and putting americans in poverty and living like savages at (alarming rate) the **** bank on united states soil which i have an account with has non- americans treating and stealing from americans and the rude and impolite treatment in doing business with them has displayed in the action that it is widely spread through the united states and another business thats of a different nature is hospitals in the corrupt dealing in making profit by keeping you with a medical illness or the use of certain medication which are suppose to take care of one illness may cause another and also in contact and the sharing of information with other businesses to formulate false medical identity or injuries to make a profit,im only brief touching on different topics with various other business to show the common denominator of mis-treatment of americans and the profit being made by the massive hiring of non-americans on unites states soil which has breach the security of the people of the united states of america there is more but i dont want to waste time elaborating about current events of the united states my point was to show that what im about to talk about the experiences at you establishment of ill treatment is common through out the united states,the dunkin donuts on *** ***** avenue,******** new york store #****** is where i had experience the most in-appopreiate and un-desireable treatment by some of the employees there todays ill treatment of february 14,2014 started out by the cashier i ask for a large ice coffee and a turkey cheddar bacon on a roll,the cashier said dunkin donuts didnt have any more i ask if you had wheat bread she said yes i said give me the turkey cheddar and bacon on whole wheat bread,she said ok and ask if i wanted home fries i said no then i said i didnt know you had home fries she responded and said yes and i said give me some and she went back to the cash register and total it up i paid her with a ten dollar bill the reciept of this incident will be attach sent to you priority mail,as i went down the counter for pick up my number was called and the mention of the sandwich which was under the number called the young lady said turkey and cheddar on whole wheat i said yes that mine she gave it to me and i went to sit down to eat i also ask for 4 packets of ketchups which was given to me by the young lady as i open the bag there was only the sandwich i when back up and ask wheres my home fries to the cashier she said i didnt order them i quoated the conversation that we had at the cash-register prior to paying ask her did she remeber she said yes and that she did put it on the reciept i said ok,and prayed a blessing for her and went back to eat then i open the wrapping of the sandwich and it was on a raisin bagal turkey and cheddar i went back up and ask why she didnt give me whole wheat what happen she said that it was whole bread i said no its not then i ask for her manager or supervisors and i was directed to a individual had been very rude and impolite and have mess up my order on different ocassions most of the time when this supervisors mess it up it was the ice coffee her action suggested to be very un-professional and un-intelligent and not having a green card and also her being in charge also suggest a great deal of illegal favortism being the supervisor and speaking broken up english and the communcation barrier for working in a public place on united states soil if you cant communicate the primary lanuage of english and you dont act or conduct your self with the position or title in having a basic GED or a high school diploma and you are a supervisor in a well known fast food restuarant what message would you think is being communicated to the public also prior to going on any fast food resturant that has table to sit and eat and no restroom for the public what message is also being communicated to the public and is that fair and decent moral and values in business practices in dealing with customer,after explaining to the supervisor of the cashier the supervisor said to me that we dont sell bread we sell bagel i first had to maintain my composure from laughing at what she said i said to her with the cashier standing there is prior to ordering the whole wheat bread i ask did you have whole wheat bread and did you make it the way you make it on the roll,and the cashier said yes the supervisor tried to insult my intelligents by saying we dont sell bread we only sell bagels i didnt border to explain that donuts and bagels is bread but to not get involved in a conversation with a simple-ton idiot i ask her if im suppose to have ESP that once i ask if you have whole wheat bread you say yes she should have specified that it wasnt the loaf of bread type of whole and that it was the form of a bagel to alleviate the situation i ask her for her name and she refuse unti

Desired Settlement: there were many incidents in my order intentionly being mess up approxiately 5to7 breakfast free to be used with in a year and a firm and stern disclipnary action taken on the individual who did what did and ask why and who told them to do it to me because i dont know none of them and to make should that it doenst happen to any other customer and review your process in promoting individual make sure they can do the job or be train properly in dealing wth the customers your business serves Godbls

Business Response: This guest has previously sent us a letter and an email stating the same complaint.  The franchisee/owner of the store had responded back to this guest in February 2014.  Dunkin Donuts considers this case closed.

5/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: (BBB note: Dunkin Donuts*** ****** Road *************NY, ***************** ) New Dunkin across from *********- on ***. I have been coming to this place for about a month now. (7:45am)If I could give Zero stars I would.For a start I have neverrr, ever taken the time out of my day to write a review. But I am soo disgusted with this place I just have to.The entire lack of professionalism and the way these people handle themselves is the worst I have EVER seen.If they had handled it differently this wouldn't even be that big of a deal. But for the 4th time today I received a iced tea instead of the advertized iced GREEN TEA.I tell the woman very nicely before she even handed it to me, (because it was very dark as she was pouring it) "are you sure that's green tea?" she tells me yes, i taste it. Its not. So i tell her nicely again "look this is the 4th time, I drink green tea every day, this is not it. Could you have possibly poured the wrong one?" She gives me an attitude, tells me well taste this one then. -Handing me a small cup of the the other labeled "iced tea" from the other container..Not only does the color exactly match, ITS THE SAME THING!!! Both regular tea.So instead of being an honest, decent business person, the girl and her boss were sooo incredibly nasty and rude. Telling me I am wrong, and they MADE IT THIS MORNING.All they could've done was nicely said "Hey look we are new to green tea, Im sorry would you like something else?". But instead I get a hugeee attitude from both the woman and "owner" telling me I am wrong, who you can barely understand by the way, and not what I ordered. I have never been spoken to like that, in my life.Just horrible, and very bad way to start off my morning.I will NEVER go to this place again. **I have also noticed and heard from others customers, they take forever and barely have a selection of donuts and bagels like other stores. -Their excuse is "I didn't make it yet".I will make sure all of my family and friends know how rude and unprofessional these people are. STICK TO ********* ACROSS THE STREET!

Desired Settlement: I will never go to this place again. There is no settlement. For the 4th time I did not get what I ordered, received an attitude and a brainless response. Advice to them is either learn how to make the advertized product PROPERLY, speak to customers with respect, and instead of accusing a customer of not knowing what they are talking about, BE PROFESSIONAL AND SAY WOULD YOU LIKE SOMETHING ELSE. BECAUSE WHAT YOU MADE I ASSURE YOU IS NOT CORRECT. These people are disgusting. Go across the street!

Business Response: Our stores are independently owned and operated businesses.  We have asked the owner/franchisee to reach out to the guest.

4/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The health dept needed to close the doors after several of us took pictures of what were live rats running amuck across the food and reminded of years ago when the very same thing occurred and was supposed to been corrected store did not take calls we were on ****** when we got the word inn regards to the food and the unsafty healththis ossibly explains the black forgeign dirty on the food disbrisand ot jst ( BBB Note: Business (as entered)dunkindonuts*** *** Ave*** ****NY, *****************)

Desired Settlement: dunkins donuts has lost 6 customers here we are disgusted and quite unhappy

Business Response: Our stores are independently owned and operated businesses.  We will reach out to the franchisee and respond directly with the guest.

Consumer Response: BRAND NAME IS  DUNKINS DONUTS  IF A CORPORATE DOES NOT STAND  BEHIND IT NAMES  WHO WILL !!!   FURTHER LAST I CHECK NO WAY DOES IT STATE  BEFORE   "  YOU WALK IN THE DOORS    YOU ARE WALKING  INTO  A FRANCHISE   AND  WE  DO NOT  REPRESENT DUNKIINS  DONUTS AS A WHOLE OR PART " and if  Brand name  does  not wish to satisfy its  consumers   BBB   should make note and  grade them  POORLY

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.    

Business Response: We have sent 2 responses to the guest asking for contact information so we can communicate directly with her.  She has received both of these but has chosen not to provide any additional information.  We have asked for clarification on the location of the store and the guest has chosen not to provide that either.  We are considering the case closed.

4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: dirty nasty fility rats within restaurant we heard the news while consuming the disgusting donuts and toss them in the trash my phone was ringing off the hook on the new coverage of the rats and health dept 4/2/14(BBB Note : Business (as entered)dunkins donuts*** *** ****** ******* *****************)

Desired Settlement: refund

Business Response: Dunkin Brands Inc. has reached out to the guest for further information on the visit.  We have asked for further clarification of the location of the store visited.

Consumer Response:


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. 

 

Regards,

 

 

 

Business Response: We would really like to speak to the guest to get more information about her visit - date, time, location.  She mentions that she would like to have a refund - we need to get more information on what was purchased in order to process a refund.  Please have the guest contact our representative at ************ as previously requested.

4/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my office became appalled and sadden upon discovering that the very store where we purchased 3 dozen donuts and a few sandwiches were exposes for having rottens running within the store and directly over the very food they soldword whet about the office and people could not concentrate on their work but rather on the possibilities of being sicken from the possibles of rats dropping and the strange dark specs on the food ites when calling the store AVOIDANCE was the course of action or lack of action and the health dept has close this store(BBB Note : Business (as entered)dunkin donuts*** *** ****** ******* ******************

Desired Settlement: refund !!

Business Response:

Our stores are independently owned and operated businesses.  We will have the franchise owner respond directly to the guest.

3/29/2014 Problems with Product/Service
3/28/2014 Problems with Product/Service
3/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I tried to add money onto my Dunkin Donuts card with my Visa debit card and I keep getting an error message saying that the information provided does not match the information on file with the credit card company. I called Wells Fargo and they said the problem was with Dunkin Donuts and then I called Dunkin Donuts and they said the problem is with Visa Verified. I called Visa Verified and was told that the problem is with Dunkin Donuts. I feel like I'm just getting the ******** run around. BBB Note : Business (as entered) Dunkin Donuts Customer Care **** *** *** Ave. ****** *** ***CA, *****

Desired Settlement: I want the problem fixed so I can add money onto my Dunkin Donuts card.

Business Response: Dunkin Donuts Customer Care is researching the issue and will respond directly to the customer.

Consumer Response: 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. 

3/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was a paying customer enjoying my food in the lobby at this dunkin donuts location. While eating I witnessed the owner of said location disputing with an employee outside. He came back in the store yelling and screaming profanity about this employee and told her to leave that she was no longer allowed there. She then proceeded to enter the doors to get her sister who was eating in the lobby waiting to leave with her, and the owner began swearing at both of them with some colorful language and while the employee was standing in the doorway, he began to push her out of the store and raising his hands as to strike her. This is not the first time incidents concerning the treatment of their employees and customers as well has been witnessed. Frankly its appalling that it is continuing to be allowed and not being addressed. Something needs to be done about these owners and their business. This is not a good example of what a business should be. Product_Or_Service: soda and hashbrowns
BBB Note : 
 Business (as entered)
Dunkin Donuts / Baskin Robins
***** ****** **** ************** ***** **********

Desired Settlement: DesiredSettlementID: No settlement requested - for New management!!!!!!!!!!

Business Response: our stores are independently owned and operated businesses.  We have requested that the franchise owner repond directly to the guest.

Consumer Response: 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.  I do not wish to speak to those specific owners of the company. Tell the coporate thank you I just wanted them to know to see what their owners are doing to represent their business so tell them do not worry about telling the owners for that location I do not wish to speak with them thank you for your time Regards, ***** * *******  

3/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Dunkin' Donuts, *** ***** Ave (**** street), *** ****, NY *****. My parent ******* ******, went to this DD store and presented a copy of her AARP card. This card is printed out from the AARP website itself. It's supposed to be a temporary card while she gets one. We normally go to DD on *** street and *** ave., *** ***** and we never had a problem getting a free donut with a purchase of coffee. My mother presented her card & ***** behind the counter, Staff Supervisor became very indignant with my mother. She refused to look at the copy of the card, refused to read it; She said nastily, "That's a piece of paper." I told her it's from the AARP website and asked her to look at the TEMP CARD and told her my mom had ID. She refused. "I'm not looking at it. It's paper." I said we never had a problem anywhere. Are you going to give my mother a free donut or not?" She rudely yelled "NO I'M NOT GIVING HER ANYTHING!" At this point several people looked at my mom as if she was attempting a robbery. This is outrageous. My mother was extremely insulted. I called the AARP and they told me to report Dunkin Donuts. THey should know that this card is TEMPORARY and should be accepted where DD give free donuts to the elderly. All this woman had to do was apologize and say she couldnt' do it or they're not allowed to do give it to someone without the real card. However, the AARP said this is not true. Temporary cards downloaded from the website are acceptable if someone losing their card. There was no reason for dirty looks, arrognance or embarrassment. Since we're constantly at DD and we never had a problem, I do not need to spend $7 several times a week at your company. When we left ***** looked at us and began laughing with her employees. Is this the behavior of a normal person who is obviously disturbed and prejudiced against the elderly? WHat is the problem with this employee? Is this the way you treat good customers? THis person should be written up and centured for her disgraceful behavior. My mother was extremely insulted. And if you could not give her a free donut, that's fine but say it in a professional manner. However, the AARP said this is not the case. Your employees should know better. My mother bought her large coffee, she's entitled to a free donut and NOT RIDICULE!

Desired Settlement: I want my mother to receive her free donut. And I want ***** at this location to be written up for the rudeness, nastiness, and unprofessional conduct.

Business Response: all of our stores are independently owned and operated businesses.  We have asked the franchise owner to respond directly to the guest.

2/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am on this company's mailing/ email list and receive coupons and other promotions via email. For this month (February), I was emailed, as has been the case for a couple of years now, a coupon for a free cone of the Flavour of the Month Ice Cream with the purchase of a cone. I went to my local DD location (** ******* Square in ****** ****, NJ) with this coupon on the 6th of this month, the expiry date. Two employees were behind the counter; neither approached the register for several minutes, which they spent ignoring me and chatting with one another. Finally, one of them (by the name of ****** or something like that) was good enough to come to the counter, tried to scan the coupon, and informed me, rather rudely, that it "doesn't work." The coupon was perfectly legible: printed darkly, not smeared, etc. I had had such an issue once before in this DD/ Baskin Robbins store but was able to redeem the coupon at another DD/ BR location; however, since it was due to expire that day (which this person verified with her coworker, as if I were trying to cheat her), I did not have this option. I made a complaint that night to DD Customer Service and was sent two emails acknowledging same and promising to pass it on to some regional manager. However, I have heard from no one since. This is unacceptable, as it constitutes fraud.

Desired Settlement: I want to be issued the free scoop to which I was entitled; moreover, I want an apology for the way I was spoken to and treated, from both "******" and the manager or whoever was meant to contact me but did not.

Business Response: Our stores are independently owned and operated businesses and the franchise/owner responded to the guest on 2/18/14 at 12:16 pm.  He personally spoke to the guest and resolved the issue.  We have closed the case.

Consumer Response: 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.

The manager did speak to me (over a week after I made my complaint to DD Customer Service) but did not "resolve my problem"; he only made excuses, such as that he had been on vacation, and that the employee who was so rude to me was not aware of ways to accept coupons which do not work when scanned, finally claiming not to understand what the issue was, then that his DD/ BR location does not accept the type of coupon I had -- when I've redeemed such coupons there many times before. Under the terms of the promotion, I am entitled to a free scoop, which was not offered to me; I also still want an apology for the way I was spoken to and treated.  Finally, as the coupons are issued by the DD/ BR corporation, they are responsible for ensuring that these are either accepted, or customers are notified when a location does not accept them -- which I was not at the time I attempted to redeem my coupon.

2/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I walked in to the Dunkin donuts at *** ***** ***** Street in ******** at around 10:15 a.m.. I had waited on the line, because I wanted to use the restroom and I didn't know where it was. When I got to the front of the line, I had asked the lady, "hi, I wanted to buy something, but I needed to use the restroom first." The lady at the register said, "There's no restroom here." I then thought she didn't hear me, so I asked, "I need to use your bathroom before I buy my breakfast." She said, "I'm sorry but we do not have a restroom for customers." I then started raising my voice, because I was very angry and that I had to use the bathroom as well, calling them idiots as I stormed out. I then went to the new dunkin donuts on ***** ******* drive that just opened up where the old ******* used to be before Hurricane Sandy. They had a restroom for their customers, and I was able to buy my breakfast which was delicious. I called up the store manager and he was not helpful, so then I called the customer awareness line for dunkin donuts and told them the situation. The owner of that store called me later that day to apologize for that situation saying that the bathroom is unsafe to go to and she said she was going to mail me a gift card. I accepted the gift card, but it is not enough. They need to put an accessible restroom for their customers, as there are tables and chairs for people to sit and eat at. By them eating donuts, bagels, danishes, and coffee, this will cause them to have to use the bathroom. It has that effect on me, and all of the dunkin donuts that I've been in besides this one, have a bathroom accessible for its' customers. Thank you very much for reading this, and I hope you can help me and the customers of this dunkin donuts out, because what the owner of it is doing, by telling their employees not to let customers use the restroom, is wrong. Thank you, have a nice day. Feel free to contact me at ********** anytime if you wish to find out more about my experience. Thanks

Desired Settlement: The closest matter resolving I could think of would be replacement, because they need to replace the unsafe bathroom area with a safe bathroom area so customers can access the bathroom and not be treated as if they are dogs who excrete in the street. Thank you again for reading this. Have a nice day. Sincerely, **** *********

Business Response: The franchise/owner has reached out to this guest with an explanation of why the restroom is not available to guests and will be sending him a gift card as an apology.

Consumer Response: 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. 

2/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have been a loyal customer of Dunkin Donuts for years. I can honestly say that I have spend $1200.00 at MINIMUM on coffee and donuts as my office located directly across from a Dunkn Donuts in ********/******** NJ. I have used your mobile app for many purchases but have had technical problems on MANY OCCASIONS but was never able to reach anyone to support the Dunkin APP or the Dunkin Perks program. I would get messages to call an 800 number and then they say they just sell the coffee online and then when ever I am able to call your customer service dept it always seems closed with what I now realize is 830-500pm which for me being a person who works in social services in ******, NJ I am often on the road. I tried using your email contact but there is no fields for DD card/perks support. I love your coffee not the monies I have lost as well as perk points that I thought I was earning but apparently not.... Please call me at ************ or email me at *********@gmail.com

Desired Settlement: That would help adjust my perk points and missing dollars from lost loaded gift cards.

Business Response: Dunkin Brands Perks Technical Support will contact the guest.

2/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: BBB Note: Business (as entered) Dunkin' Donuts **** * ********* Rd ******* *****NC, ***** ************ I went to Dunkin' Donuts on Tuesday - Jan 18th at 11:28 am. I ordered the # 1 combo, paid for my purchase and asked the server a question. I did not appreciate the response I received from the server - so I asked for a refund of my purchase, because I had not received my order. She hesitated and turned to other gentleman working behind the counter - ***** ******. She then told me they do not issue refunds - I asked why - she pointed to him. He said - once you have made your selection & paid - NO REFUNDS are issued. I asked where is that stated in any sort of signage - he didn't comment. I asked him for his name (that is how I included it in this complaint) and indicated I would be reporting my experience with the BBB. I reluctantly took my order and left the store.

Desired Settlement: I would appreciate the BBB investigating this complaint and helping this business understand you can't treat customers in this fashion and expect to stay in business very long. I doubt I patronize this particular Dunkin' Donuts again - even though I have been a frequent guest of this business since it opened.

Business Response: Our stores are independently owned and operated businesses.  We have asked the franchisee/owner to respond directly to the guest.

2/13/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I used the www.dunkindonuts.com website to locate a restaurant close to me. When I drove out of my way to the **********, MO location off of ** ********* Highway, I was very disappointed to see that this location was closed, and had been for quite some time despite your corporate website advertising it was open. I then emailed your customer service department to let them know of the problem I faced, and the inconvenience. I received a reply back from "*********" in Guest Relations (Case #*******) offering me a $5 credit on my next visit. The email said I should be able to print it off, but there was no attachment. When I replied to this email to inquire, my email replies went unanswered.

Desired Settlement: Since I was the one who brought this error to your attention, and you removed the ********** store from your website location search because of me, I think it's only fair that I should be able to reveice a $20 gift card for my inconvenience of driving to a location that was closed, plus informing you of your website marketing error. In all fairness, please send me a $20 gift card to my home address. Thank you.

Business Response: The $5 mg gift promised the customer was accidentally left off the email he received.  Dunkin' Donuts is resending it today.

Consumer Response: 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.

The business promised that they would re-send me the $5 e-gift card yesterday, but no email was ever received. I am spending more of my time fighting this issue, so now I'm requesting a $10 gift card. 

Business Response:

We apologize for any confusion - the $5 mgift was sent 2/13/14 at 9:00 am - it is in his email.

1/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have purchased Caramel Lattes for some time from various Dunkin Donuts chains and none of them taste the way they do from this place. The caramel tastes as if it has been mixed with dish washing liquid. It has a distinct soapy taste mixed in. BBB Note: Business (as entered) Dunkin Donuts *** *** ****** Ave *******NJ, ***** ************

Desired Settlement: The customer service is horrible at this place. And they're coffee even worse. I just want a refund.

Business Response: Our stores are independently owned and operated busnesses.  We have asked the franchise owner to respond directly to the guest.

1/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: - email to Dunkin' Donuts Customer Service - I am contacting your business is regards to the extremely poor & disturbingly unhygienic service that was received at my local Dunkin' Donuts (********, PA). My party ordered two coffees & two donuts. When we received our order at the drive through window, it was presented to us with a hair hanging off of one of the coffees. Not to mention the window tenant saw the hair & neglected to remove it or offer for a new coffee (even though I would have declined because it was on the outside), but that is just poor service. I watched her hesitate as she noticed the hair streaming from the cup. To top it off, when we got to our destination we found not one, not two, but three more hairs in or on our donuts when we opened and began to eat them! It is utterly unfathomable that this could and would be allowed to happen. I am very disappointed & that happens very seldom to warrant a complaint. I will be contacting the BBB and DOA, and maybe your company should look into hair net & hat enforcement.

Desired Settlement: I would like two hygienic donuts for oral consumption please, and/or refund.

Business Response: Our stores are independently owned and operated businesses.  We have asked the franchise owner to respond directly to the guest.

1/14/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: My sister and I went to the Dunkin Donuts on the ***** **** **** to buy a half dozen bagels and some specialty drinks; they refused to sell us the bagels unless we were spending more money.I've never heard of such a thing. Why would Dunkin' Donuts advertise a price for half dozen bagels and not want to sell them to the customer. That store is managed poorly, they are always under stock. How can a Dunkin Donut not have donuts and bagels in the store. Of course, we walked out but not after standing there for 10 minutes as they spoke in their native language pointing at us going back and forth creating an embarrassing situation for us. I finally asked them, "what is the problem I just want 4 cinnamon raisin, 1 everything and 1 sesame bagel nothing on the bagels. Can you just tell us what's the problem? I don't want cream cheese or eggs on them."Finally another clerk stepped in and said, "The manager doesn't want to sell you the bagels unless you're ordering something other than butter on it. These bagels are only for special sandwiches." So me being naive asked, "Well why are you advertising a price for half dozen bagels." They just counter that with, "The manager just doesn't want to sell it to you plain."I've never heard of anything like this, but they lost me as a customer.

Dunkin Donuts
*** ******** Avenue
*** **** NY, *****

Desired Settlement: Dunkin Donuts should send us each a $50 gift card for the embarrassment and mental anguish we endured.

Business Response: Our stores are independently owned and operated businesses.  We have requested that the franchise owner respond directly to the guest.

1/6/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Went to purchase a booklet from dunkin donuts they were advertising on their door stating you get 10 cups of large coffee for $12.99. I went to the register along with an insulated cup I was purchasing as a gift and when I asked for the booklet I was told that they were now only selling the booklets in a "gift set" with a mug. Of course the mug I was buying was not one that was sitting on their counter wrapped in paper so he told me that I could not have the booklet unless I bought the "gift set". I asked to speak with the manager and they told me that there was not one available. I explained that they should not be advertising that they are selling the books if that is not true. They called the manager and she said that she couldn't help me because she wasn't losing her job so that I could have a booklet out of the "gift set" sitting on the counter.

Dunkin donuts
*** ****** boulevard
***** *********NJ, *****
************

Desired Settlement: I would like to sold the product that was being offered for the price is was being advertised for.

Business Response: our stores are independently owned and operated businesses.  We have asked the franchisee/ower to respond directly to the guest.

Consumer Response: 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.

I left my contact information for the owner to call me the day this happened and I still have not gotten a response. Poor customer service and not a way to run a business. Not the kind of people that should be representing a corporation. Looks bad for all dunkin donuts doesn't matter if individually owned.

Business Response: Thank you for the feedback.  We are going to notify the appropriate field manager that the franchise owner has not responded to you yet.  Please allow them a few days to follow up.

1/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have been visiting this DD location for several years. I usually get a bagel with cream cheese and a medium coffee at the drive up window. I usually order that way and seem to pay considerably more than the combo price on the menu board. Today I decided to make a point of ordering a combo #3, a medium coffee and bagel with cream cheese for $3.59. With 6.35% sales tax of .23 cents it should have come to $3.82. When I got to the window the young lady told me it was $4.24. I told her the sign said that combo was $3.59. She replied that it was because of the sales tax. I told her I understand sales tax but it certainly wasn't .65 cents tax. With a small sigh and a frown she turned to her computer terminal without a word and tapped the keyboard a good dozen times. Then she turned back to me and simply stated "that's the way it comes up". I just paid her and left. There is a law against charging more than the posted price on things in the state of Connecticut. I certainly am not going to press this legally for this small amount but I certainly don't understand the simple mindedness of people who work with the public in hiding behind a defense like she did. "That the way is comes up" isn't the answer you give a customer. She should have politely offered to get the manager and rectify this situation. For my part, there are plenty of non-Dunkin Donuts coffee places around and I will go to any of them in the future. I could easily go to another one in my area but seeing as they all are owned by the same person I will avoid all of the DD's in northeastern Ct. To the owners and management of these DD's locations, I say that for overcharging me that .42 cents, for setting up your computers to not align with your posted prices and for failing to properly train your employees on proper customer service (not offering for fix the problem) you will loose about $400 a year in business from this former customer. BBB Note:  Business (as entered) Dunkin Donuts **** *********** ** *******MA, ********** **********

Desired Settlement: Other (requires explanation) I don't need a refund of the 42 cents I was overcharged. I would appreciate an apology and a guaranty that I, or anyone else, will never get overcharged again and moreover, never have a customer service person give such a lame excuse for not making good on the error again.

Business Response: Our stores are independently owned and operated businesses.  We have requested that the owner respond to the guest.

12/27/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased 2 coffee's and 2 donuts from store# 339950 on 11/23/2013. The one coffee was supposed to be a pumpkin spice only sugar, however it was not pumpkin spice and it was filled with cream or milk. I could not drink it and had to throw the whole cup away. I contacted the main corporate branch of Dunkin Donuts the following week and voiced my complaint. I was told the store would call me back and resolve the issue. They have never called me to resolve the issue.

Desired Settlement: I would like to be refunded my money. I do not want a free coffee from that store for fear of contamination. I would take a free coffee from another store.

Business Response:

Our stores are independently owned and operated businesses.  We have requested that the franchise owner respond directly to the guest.

Consumer Response:



I have given the company more than ample amount of time to respond and they seem unwilling to make good on their end.  I need to be ensured they will contact me this time unlike last time.

 

 

Business Response: We give our franchise owners 2 - 4 business days to respond to a complaint.  We have notified the franchise that you are looking for a response.

12/3/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Dunkin Donuts is charging tax on bags of coffee. Went through the drive through at 9:1218 Am Transaction # ******. I originally ordered 6 bags however the price included tax on all bags of coffee, so I changed my order to one. I told then that that there wasn't tax on bags of coffee, their response was the Pumpkin Spice bags of coffee were taxed according to the corporate office. I want my a return on the tax illegal charged. I went online and ordered 12 bags of coffee from Dunkin Donut and was not charged tax - Order Number is: ********

Desired Settlement: RETURN ILLEGALLY OBTAINED TAXATION! ALSO THEY CHARGE MORE AT THE REGISTER THAN PRINTED AMOUNT ON SIGN OF DRIVE THROUGH. MY SON HAS PICTURES.

Business Response: Our stores are independently owned and operated businesses.  We have asked the customer for the location and the franchisee will respond.

Consumer Response: 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.

I am not surprised that the corporate FRANCHISE OFFICE has skirted their responsibility!!!! I have given the location, transaction number of receipt, however let me the client work a little harder is Duncan Doniuts MOTTTO! As requested:   **** * **** ***** Hwy, *****, FL *****. A compliant has been filed with the Florida Attorney General's office. I will update them that the Franchise CORPORATE office will not assist!!!!

Business Response: Now that we have obtained the actual location of the store we will forward to the franchisee for response.

Consumer Response: 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.

I WILL REJECT UNTIL MY MONIES ARE REFUNDED.

11/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This location of Dunkin Donuts/Baskin Robbins located at *** ****** **** Avenue, *****, NY *****, has been rude and obnoxiuos to the community and especially children. My daughter went this location for her free birthday ice cream, which was printed from my email. She took her coupon to this location and they asked my 15 year old daughter for an "ID." She came home, which was around the corner, very disappointed about not receiving her ice cream for her birthday. I called the facility to find out what type of ID they required from my 15 year old daughter. The man who answered the phone screamed at me that she needs to prove her birthday, so I asked what type needs to be provided, her birth certificate or passport does she need to walk around with? He yelled at me and then hung up the phone on me. I called again and another individual answered the phone and said I spoke to the manager 'WHY AM I CALLING BACK?' I said I am calling to find out what type of ID my daughter needs to provide, what is the store #, and each of their names. He screamed into the phone he doesnt need to answer my questions and I can find out the information online, just like I found their number. My niece walked into the store with my daughter along with her high school ID and the employees stated they do not need to serve them and they are not accepting her school ID. Police were called and officer stated THERE IS NO STORE # LISTED ON THE STORE AND MANY OTHER CIVILIANS HAVE COMPLAINED ABOUT THIS LOCATION, TO GO TO THE OTHER LOCATION BY ******. As my niece and daughter were waiting for the police to arrive they saw a rat run across the floor around the employees feet. This is NOT THE FIRST TIME THIS INCIDENT HAS OCCURRED!!!! I am extremely appalled by the service this location provides to the community and children under 18 years of age. BBB Mote: Business (as entered) Baskin Robbins *** ****** **** Avenue *****NY, ***** ************

Desired Settlement: I would like this location either closed or management changed. If not they provide better service!!!!

Business Response: our stores are independently owned and operated businesses.  We have asked the owner of the store to respond.

11/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This location is location in a semi-residential area. Specifically its drive through is positioned directly behind my backyard. It is a 24hr drive through and they owner/manager/employees repeatedly increase the volume of the drive through speaker. It is so loud that I can hear the cashier pressing the buttons on the register! My bedroom window faces this drive through and I am awakened in the early morning hours and late at night by the sound of the drive through speaker. I constantly am bombarded with the sounds of orders being taken. It's toxic to the environment. Furthermore, the business' dumpster is adjacent to my backyard. They have failed to keep the area clean and as a result there is a tremendous rat problem. I have repeatedly reached out to the owners and managers but they ignore my complaints and requests. BBB Note: Business (as entered) Dunkin Donuts *** ***** Street ******NJ, ***** ************

Desired Settlement: I want them to install a receiver for drive through customers to use during the hours of 8pm-9am. Another solution would be to lower the volume but this is problematic because as demonstrated in the past anyone there can and often does increase the volume at any time.

Business Response: our stores are independently owned and operated businesses.  We have asked the owner of the store to respond.

11/20/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I've been coming to Dunkin Donuts since they first opened in October and I've had many of friends that have worked there but no longer work there tell me about some of the things they've done there. I was informed by 2 of my friends that instead of Wasting the food when the expiration date would come around they would just change the sticker and keep selling it. I've worked at ********* in the past and changing the time sticker is against the rules and could lead to the health inspection getting called. When I found this news out I called the Health Department but they thought it was my fellow friend who no longer works there. So now that the Health Department has come to their store they refuse both my friend and I service just because I called the health department which I feel like is wrong on so many levels. All I want is for someone to handle their ways cause they're harming many guest by giving them food, products, etc that is supposed to be wasted and it's just not right.

Desired Settlement: I would like for someone to go out and witness how they treat their guest and how they're going against multiple health and safety rules that were learned in the Food Handlers Class. It's not right and I refuse to let another guest get food that was supposed to be expired.

Business Response: Our stores are independently owned and operated businesses.  We have forwarded the complaint to the franchise owner for resolution.

11/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Baskin Robbins advertises that a kid ice cream cone or cup is .99 cent a scoop on Tuesday. On October 23, 2013 which was a Tuesday I purchase a double scoop kid cup which Baskin Robbins charged me $2.49 when it should have been $1.98. I didn't notice the additional charge until Oct 24, 2013 so I drove to the Baskin Robbins with the receipt and spoke to the owner. When I questioned the charge, the owner told me that the additional cost was tax. There is two problems with this answer (1) tax on $2.00 is not .49 cent and (2)tax was added at the end of the receipt. I have been overcharged, lied to, and denied a refund of money that is rightfully mine. BBB Note: Business (as entered) Baskin Robbins *** ********* Drive *****MS, ***** ************

Desired Settlement: I would like to be refunded the cost of the cone $2.49 plus the price of gas $1.51 which totals $5

Business Response: our stores are independently owned and operated businesses.  We have notified the owner for a response.

11/9/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I purchased 8 donuts at the 406 6th Ave New York, NY 10011 location. The salesperson was highly unethical and charged me $8.00 for the 8 donuts, even though I specifically asked him whether there was a discount for purchasing multiple donuts. He told me no and refused to point me to a price for the donuts. I accepted his answer, paid in cash, and left with the donuts. Later, I checked the prices and it turns out that $8 is the price for 12 donuts, and not 8. I am highly disappointed that a reputable company like Dunkin Donuts would rip off its customers on a core product like donuts.

Desired Settlement: I would like a refund and an apology.

Business Response:

Our stores are independently owned and operated businesses.  We have notified the owner and are awaiting a response.

11/9/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: this business gave me a false 20 dollar bill as i was suppose to get change from a 100 for a donut i purchased this is the owner number *** *** **** the businness is on *** st and ******* ave ** ny the owner is aware of the issue

Desired Settlement: i would like a real 20 dollar bill

Business Response: the customer was contacted and the miss understanding was resolved to the customers satisfaction

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cleanliness. Safe Food Handling Practices. Customer Service. Customer Satisfaction. All of the aforementioned items are NOT going to be found at this location. This location is a hotbed of code violations. Staff members are always out front smoking & return to grab donuts w/o gloves or wax paper. They handle their cell phones & fix sandwiches! There are NO hairnets worn! They do not wipe down as needed to prevent cross contamination. The tables are wiped w/ open hands & a napkin (if available). If a spill is on the floor, there is NO sign to warn you. Staff can be observed sitting behind the counter eating. Various persons in street clothes in the kitchen area making sandwiches for themselves! They can be heard making racial, sexual, and immoral jokes. The cashier who claims to be the mgr "baby mama" will bite your head off for changing your order after she has started ringing it up!! Once she left the store in the middle of my order to stop a guy on the street! Ive witnessed random children cleaning the facility at night in exchange for donuts and food/drinks. Ive also seen physical altercations begin in this location because of staff arguing w/ customers.
BBB note:
******** *** ******** ****** ****** **** *** *** ******** *****
###-###-####

Desired Settlement: The actions of the staff are all because of poor management and a lack of overall training! The staff at the local hospital are starting a petition to have the store remove the present staff & manager or close its doors. Its not clear if this location has ever been investigated in the past. Its truly horrible. You can come in first thing in the a.m. & find the store dirty, staff sitting behind the counter eating, spills w/ no signs, etc. This has to stop! Someone should be able to help us.

Business Response:

Our stores are independently owned and operated businesses.  We have notified the owner of the store for a response.

Consumer Response: 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.

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Breaks my heart to know my daughter was a victim of bullying on her job at DD in Fairhaven. When she confronted the two people that were calling her dumb/retarded which were Assistant Managers! My daughter spoke up at a meeting they were having and the 2 Assistant Managers denied it and walked out of the meeting! She was told yesterday she was fired. By a coworker not even her manager! I spoke to her manager and she needed three complaints from customers. 1. She made a customer's coffee wrong. 2. She didnt add hash browns to a meal. 3. She took too long to service a customer. (Which the 3rd was on that Friday) I know it's a conspiracy/favoritism is taking place. What about the Assistant Manager's behavior? Nothing was handled nor an apology to my daughter! Well she is fired now, so I assume she will never receive one. They got what they wanted and that was for her to leave.

Desired Settlement: The two Assistant Managers need to be held accountable for their actions towards new employees. When my daughter would ask a question they would just roll their eyes and suck their teeth! Really? Thats how they train new employees? Management needs to get involved and not have favorites. Her manager did nothing to help the situation and that to me is unacceptable.

Business Response: Our stores are independently owned and operated businesses.  The hiring and firing of store employees is handled by the store manager and the owner of the store.  We have notified the owner for a response.

Consumer Response: 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. 

10/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It was around 9:30pm one night and I was really craving an iced coffee from Dunkin' Donuts, since they have the best coffee of any place. Well I look up online all the local Dunkin' Donuts & their store hours & pretty much every single store closed at 9pm, except for the one located at: 13811 W. Bell Rd, Surprise, AZ 85374. According to DunkinDonuts.com, their hours are Mon-Sun: 4:00 AM - 11:00 PM. I thought cool, so I drove all the way across the city to get here and I walk in and no one is at the counter at all (this is a Dunkin' Donuts inside the car was/convenience store). The guy at the cash register for the convenience store says they close at 7pm. I was infuriated to find that out after just seeing the website saying until 11pm. I contacted Dunkin' Donuts immediately and received a response saying they forwarded my complaint to the store. I wait forever to finally hear from the manager and all he says is "I have contacted headquarters about changing the hours on the website. Well the hours still haven't been fixed on the website at all. I've contacted Dunkin' Donuts multiple times regarding this to get this issue resolved and they decided they would rather ignore me instead of responding and fixing the issue. I warned Dunkin' Donuts that I would report them to the BBB if they failed to respond, and since I haven't heard from them and its been two months, here I am.

Desired Settlement: I would like the hours for that location updated to the correct hours and at this point I would also like compensation for the inconvenience of the situation and their failure to resolve it during the past two months.

Business Response: The store hours on our website have been changed to reflect the correct times.

Consumer Response: 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.

It is sad that I had to contact the Better Business Bureau for you guys to fix the issue. You guys should have fixed it during the past few months when I contacted you. And what is also sad is the fact that none of you guys at Dunkin' even apologized for the huge inconvenience this has been. That's just sad that a company can't even apologize when they are clearly wrong. 

9/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While at this location a worker by the name of ***** last initial *. was beyond rude & disrespectful ... The workers at there talk over you while ordering in another language & I have witnessed this same worker throw money & a receipt to an elderly customer in his face & I had to tell him that was not nice & I picked up the money for the man I asked for my coffee to be made a certain way only for it not to be done how I asked mind you it was only asking for skim milk verses whole milk & he became very rude & told me to get out. I even offered to take & pay for the wrong coffee so as it does not go to waste & he said he rather throw it out than give it to me ... They act like savages at this location BBB Note: Business (as entered) Dunkin Donuts  *** ******* *******  ******** NY, ***** ###-###-####

Desired Settlement: I would like a written apology from the owner at this location , this is not the first time they have been rude this is just the first time I decided on contacting the BBB. There needs to be better training for their employees especially in the customer service dept. The employees at this location are even rude in front of management

Business Response: Our stores are independently owned and operated businesses.  The owner of the store has been contacted to respond.

9/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Monday 8/12/13 I've seen the young east indian woman employee named "*****" give monetary favors to her customers, for example when the customer would pass his or her money to pay for their goods she would subtlety smile and slide the money back. Now I know the owner would not be happy about an employee, on numerous occasions deliberately slashing sales. Also I am a Jewish American and sometimes she would ask rude and ignorant questions about my faith and I would laugh it off, but I felt extremely disrespected. BBB Note: Business (as entered) dunkin donuts **** *** ****** *** ******, ***** ###-###-####

Desired Settlement: Can you please handle the matter. We should not tolerate this treatment. I would like this employee be disciplined immediately.

Business Response: Our stores are independently owned and operated businesses. The complaint has been forwarded to the franchise owner for them to respond.

8/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Father's Day , 6/16/2013 , we (my wife ****** and I) bought an Ice Cream cake (wrongly marked on receipt as devil's food/choc cake). We asked two different workers if any nuts were in the cake , each one said "No". My son , 9 years old , took a bite and had a bad allergic reaction. We saw the owners wife the next day , 6/17 (customer service was closed 6/16) and she , ******* *. ******* , denied we bought the cake there and said they don't sell ice cream cakes. We showed *on back (over) her receipt , the nuts and cake box (which was not  marked for anything ) She said she was not there on that day. My son is allergic to all nuts and my wife is very careful to always check for nuts wherever we go and whatever he eats.  BBB Nite : Consumer states location Dunkin Donuts , **** ****** ****** , ********* , NY ***** ###-###-####

Desired Settlement: we want them out of business and a written admission she lied. 

Business Response: We received the complaint and responded to the franchisee.  Each store is independently owned and operated and the franchisee will reach out to the customer.

Consumer Response: 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.

Dear Sirs:  Re:  Complaint The two bosses of the franchise told us the *******s (franchisees - husband and wife) refuse to admit she lied to us and to the Board of Health Chief Investigator, ***** **********, who visited the store on 6/20/2013.  The *******s refuse to apologize but call it an apology by saying they're sorry if our feelings were hurt without admitting what they did.  When ***** ********** investigated the store, they had put up allergy notices on the windows and had marked the ice cream cake boxes with the ingredients.  The head worker that day, *****, said to her he was familiar with the case and said we never asked about nuts.  her boss at the Board of health is **** *****.  he said he hopes we get them (the *******s).  *** ******** ###-###-#### is the operations manager of 50+ Dunkin Donuts in this area.  His boss is **** ****** ###-###-####.  He is in charge of 360 stores in the five boroughs of **** ******* NY.  **** ****** is President of Dunkin Donuts in the U.S. and Canada.  We do not know his telephone number.  Mr. ******** and Mr. ******, with whom my wife and I talked multiple times, said , when it came to our demanding they fire the *******s, that they are an independent Franchise.  We said to them then why are you directing all the calls?  On the one hand, they (******** and ******) are directing this whole affair; on the other hand, they separate themselves when it comes time to over-see the *******'s are using Dunking Donuts' name. Regards, **** ***********  

Business Response: There have been multiple contacts between the franchisee and the guest.  The field representative has reached out to the guest several times to resolve the issue between the guest and the franchisee.

8/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: $5 Dunkin Donuts Gift Cards were issued to American Express Zync Card holders that spent over $25 a month each month. The promotion ended June 2012 and Dunkin Donuts will not honor the cards that were already issued before the promotion ended. The gift card states that there are "no expiration date or management fees". I was never informed that I had a dead line to activate the gift card because the card states that it has no expiration date. Now Dunkin Donuts will not honor the Gift cards they distributed.

Desired Settlement: I want what I was promised. I want $5 to be placed on each of the Dunkin Donuts card that I earned during the promotion.

Business Response: Dunkin Brands is in receipt of the complaint.  We have responded to the customer and will be activating her gift cards.

8/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was ordering a sundae desert on the buy one get one free on Tuesday.I ordered a banana split sundae,which was 5.99 and the second sundae which was of lesser value(it was a layered sundae)They refused to honor the offer stating that the banana slip was not part of the offer and it clearly does not state this in their advertisement flyer.Only soft serve and pariets are not valid.After I calmly explain to them this fact,they refused to serve me and ignored me.I left the establishment peacefully ,without my product I was ready to pay for. BBB note:  Business (as entered) Dunkin' Donuts *** *** Avenue *** **** NY, ***** (***) ********

Desired Settlement: I would like my banna split sundea and the layered sundea for my good friend who is leaving back to her home country very soon.

Business Response: Our stores are individually owned and operated businesses.  The franchisee has been contacted and will respond to the guest.

8/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: wasn't gave correct change ask to speak to manager that did nothing . diabetic needed money for following day. BBB Note:  Business (as entered) dunkin donut  *** ***********st *********NY, ***** ************

Desired Settlement: would like money returned and free coffee for a while.

Business Response: We have received complaint and forward to franchisee of the store.  Our stores are independently owned and operated businesses.  The franchisee will follow up with the guest.

8/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While waiting for the employee to make the Ice Cream Sundae (this is half Baskin Robins half Dunkin Donuts) you could see into the employee only room where they make the donuts. I am not sure if there is a door blocking off the back, but there was an open doorway and you could see what was going on in the kitchen. What I saw - many people standing around, and an older woman spreading out munchkins on baking pan. The older woman had no hair net (but was wearing a hat) and no gloves.I stop at this Dunkin Donuts all the time being I live in **** ********* *******, but I will not go here after what I witnessed, or any Dunkin Donuts for food.

Desired Settlement: Is there required cameras in the back to track sanitation and health inspection issues? I know Dunkin Donuts is privately owned, but they still serve food to the public and have regulations to follow.

Business Response: We have received the complaint and will follow up with the franchisee.  Our stores are independently owned and operated busnesses.  The franchisee will handle.

8/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On last Tuesday I had called and spoken with my manager ******* and explained to her that I would not be able to come into work due to medical reasons. I called her approximately 4 hours before my shift when the hand book states that you need to call in two hours prior. She asked me why I could not come in and I told her that I couldn't come in because I had to go to the hospital to get some help for a **** addiction. At that time she told me that if I did not come in today do not worry about coming in at all because I would be without a job. At this time I am currently unemployed and I have yet to receive a final paycheck. I went in Friday the 26th and they told me they would mail it. It is now the 30th and I have still not received my check. I have made numerous phone calls to locate my checks and have failed at doing so. I have also gone to a Dunkin Donuts owned by the same manager and my boyfriend was approached by an employee that knew I was fired because I called in because I needed to go get help because I had a **** problem. State law is a PRIVACY POLICY WHY IS A MANAGER FLAUNTING MY PRIVATE PROBLEMS WITH EMPLOYEES AND OTHER STORES THIS IS WRONG AND UNPROFESSIONAL FOR A STORE MANAGER!!!!!!! This needs to be addressed I cant begin to guess how many other employees have been wrongfully terminated and their business air dried. This NEEDS TO BE ADDRESSED AND TAKEN CARE OF. My boyfriend was also fired from the same corporation different store WITHOUT calling in but yet again was fired BECAUSE OF A **** ADDICTION AND BECAUSE THE OWNER IS BIASED AND DOESN'T HAVE EQUAL OPPORTUNITY EMPLOYMENT I know that this is illegal because I have been in management for several years and plan on addressing this manor in every way shape and form that I can.

Desired Settlement: This needs to be addressed I Would like the money they owe me as well as management looked into for defamation of character and unlawful termination.

Business Response: we have received the complaint.  All of our stores on independently owned and operated businesses and we will reach out to the franchisee.

8/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went this Dunkin donuts a while back and I wasn't feeling well but I thought maybe if I gt something in my stomach I might feel better. I went into the bathroom because I thought I was going to get sick so I was sitting on the ground facing the toilet. After I had got out if the bathroom u thought maybe if I just sat outside for a moment and got fresh air that could help. I was only going to sit down until my boyfriend had gotten out of the store next to Dunkin donuts. While I was sitting outside Dunkin donuts, the manager ***** came outside and was very rude in the way she was talking to me. She asked me why I had been sitting on the floor in the bathroom and I told her because I wasn't feeling well and I thought I might get sick. She went back inside and then a few Moments later came back out and told me I wasn't able to sit there and would have to leave the property. I asked her why and she stayed that I wast able to sit outside the way I was which confused me because u didnt understand why it would matter if I wasn't feeling well. As we left My boyfriend was very upset because she's being extremely rude and kicking me off the property so he said a few words and she told us we were not allowed back on the property. I called the better business bureau and I'm not sure if anything was done but if it wast after today it should be. I went there today without even thinking about what had happened prior because I didn't do anything wrong. When I went inside ***** was there and when I went to the register she was again very rude and old me I was not allowed. So finally I told her I thought it was absolutely ridiculous that because I was sick I was not allowed at that Dunkin donuts anymore. A blonde woman behind the counter very unprofessionally that it was because I stuck a needle in my arm. I really couldn't believe that they were accusing me of sticking a needle in my arm because I have NEVER stuck a needle in my arm. ***** also told me I was lucky she had that uniform on threatening me.

Desired Settlement: I think it was very unprofessional for both *****, the who had followed me outside and continued to say inappropriate things as was I because I was very upset that I was win cause I was being accused of something I never did and in front of people. Those people don't know me so as far as they knew I was a loser shooting drugs in Dunkin donuts bathroom. I was upset and I told ***** that she was gross an in front of customer also said me and my mother were gross. I think they should Be fired.

Business Response:

We have received the complaint and forwarded to the franchisee.  All of our stores are independently owned and operated businesses and the franchisee will respond to the customer.

8/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I normally go to Dunkin Donuts and use my debit card to purchase my coffee or/& a breakfast at times. On 7/23/13 I was charge extra for a purchase I did not make. I did not speak to the manager because I thought it was a mistake made by my bank. I confirm it was not the bank and today 7/24/13 I purchase my coffee with cash. I looked into my account and I was charged on my debit card. My debt card is being use for purchases not made.

Desired Settlement: I want a refund and I want them to stop helping themselves to my hard earn money. I also want an investigation made ensuring this is not a reoccurring practice.

Business Response: We have received this complaint and sent an email to the customer asking for store information.  Our stores are individually owned and operated and the franchisee will respond to the guest when the store information is received.

8/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unbelievable service!!! My wife, 6 yr. old grandson and myself went to the Dunkin' Donuts located at **** ** ******* ** in *** *********, GA ***** on Friday July 12, 2013. We arrived at the drive thru at 9:58 p.m. and an employee very rudely said "we are closed". I drove around to the entrance where an employee rushed over and locked the doors. I was offended by this service so I drove back around to the drive thru window where an employee starred at me for about 2 minutes before a different employee came over and rudel said "I told you we are closed". I asked the employee, ****, why they were closed before their 10:00 p.m. close time. She became very aggitated and told me to get the "*---" out of her drive thru. Having my wife and 6 yr. old grandson in the car I was a little lost for words by her response. I then asked her for the 800 customer service number and she responded by calling me a "****** ****"; and that she could not give me the number since I would have to make a purchase to get the number from a receipt and to get the "*---" out of the parking lot. I told her "no problem, I have several receipts at home and would get the number from there". She got even more frustrated and again called me a "****** ****" and to leave. I have never experienced this kind of treatment from an employee at any establishment I patroned as a customer in my entire life. This profane verbal attack was coming from a customer service employee who I have never seen or met before and did not know from Eve. On Saturday July 13, 2013 I called the Dunkin' Donuts to talk to a manager concerning this abusive and insulting service that I experienced the night before. The manager, ********, came to the phone and I explained to her the experience I had from the night before. ******** assured me that the complaint would be forwarded to the District Manager, who was visiting the franchise that day, and the Owner. I gave her my contact information and asked her to have the District Manager and Owner contact me. The District Manager did not contact me and I still have not heard from the owner. ******** also told me that the employee, ****, was a Manager. "Unbelievable"...the lady who used abusive vulgarity towards a customer and their family was the same person entrusted to manage the business. ******** offered me a Free Dozen of Donuts for my inconvenience. I found the situation to be insulting, abusive and degrading on my part more than an inconvenience. I don't think a dozen donuts will ease the insults that were used to viciously attack me while my family witnessed. A $9.00 box of donuts is a good gesture, however this individual is a manager who represents the owners in their absence. **** does not appreciate the position and title she has been given. She has no respect or compassion for the customers who patron the business she is there to provide excellent customer service. If this Dunkin' Donuts wants to rectify the insulting and vicious verbal attack my family and I experienced, they can do so by viewing their cameras, releasing **** of her employment, and council session the other 2 employees who stood idle by and witnessed their Manager mistreat customers who did not deserve the verbal vulgarity that was used to attack them just because they wanted the service that Dunkin' Donuts should provide during the Hours of Operation that is clearly posted on the entrance of the establishment. All I can say at this time is hat if you want to be labeled as a "****** ****" and be asked to get out of the "*****" drive thru and leave the "*****" parking lot, then just visit the *** ********* Dunkin' Donuts and ask the Manager, ****, for the 800 customer service number so you can know why they are closed before their 10:00 p.m. Closing time. God Bless and sorry for all the vulgar abbreviations.

Desired Settlement: I feel that the actions by this manager is a terminal offense and the manager should be terminated of her employment.

Business Response: We have received complaint and forwarded to franchisee.  The franchisee will respond to the customer.

7/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We are a family of 6. I went into the establishment with 2 members if my family to buy and eat donuts. When we were ordering, I asked for the key to the bathroom. The cashier told me they vise at 1 pm. We were not permitted to use them. I said we are buying food. He said they r closed the floors are wet. I explained that we are a paying customer buying and eating food, we need the ladies room. He again said they are the rules . I asked for a manager or someone in charge. His response was that no one was in charge. We left.

Desired Settlement: Would like the employees to recognize that a person purchasing food is entitled to use the bathroom. Also , I would like the owner to be fined. While I found the cashier to be rude he also seemed afraid to lose his job.

Business Response: We have reached out the customer asking for the store location so that we can file the complaint.  Each store is individually owned and operated.

7/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was totally shocked to receive my shipment today and find that instead of the order I have been getting off and on for the last 10 years had been changed without my approval. I have always ordered 5lb bags and the most recent shipment on May 14, 2013 was a 5lb bag and I was charged $45.41. This shipment was 6 1lb bags and I was charged $62.93 - more than $10.00 a bag. I was told an e-mail was sent, but I certainly never saw one and I never okayed this changed. When I contacted your office, I was told in short that if I didn't like it I could send it back. THIS IS NOT ACCEPTABLE. I have talked with my bank and with the attorneys I work for regarding this and I am filing a complaint with the BBB. This is a callous disregard with customers who have been loyal - in my case approximately 25 years. I will not stop until I feel I have been treated fairly and at this point I don't intend to do business with a company that cares so little. And, I will spread the word to everyone.

Desired Settlement: I want to pay what I was paying before per pound. I will agree to the 6 1-lb bags in lieu of the one 5 lb bag. They should never have changed the price per pound and the number of lbs shipped without my express permission. If they will agree to credit my account for the difference, I can then feel I can make an informed decision as to whether or not I want to continue doing business with them.

Business Response: We arecurrently working with our Retail Division over this issue.  We will reach out to the customer once we have this issue resolved.

Consumer Response: I have been contacted by the retailer and they have credited my account.  They were very nice and the resolution was better than I expected.  Apparently, it was some confusion with them going with a new company to handle their customer direct orders.Please withdraw my complaint.**** ***** *****

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. 

7/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered and purchased an ice cream cake for my daughters high school graduation from this establishment and they called me an entire week before the date I was to pick up the cake and said it was ready. This was a special order cake and the employee acknowledged making a mistake on the date of pick up even though my paperwork was right. I've been purchasing cakes from this Baskin Robbins for 5 years and never had a problem with quality. I was reassured that a new cake would be made, but the cake was obviously not fresh when I went to serve it at my daughters graduation party it was dry, hard and falling apart and tasteless. I followed the serving directions. we only sliced 2 slices of a 2/3 cake which feeds 12-16 people and returned it the following day. I paid $35.99 for this cake and was told I could not receive a refund, however I could purchase a new cake at half price which consisted of me spending more money and leaving the old cake behind. I wanted to talk to the owner or manager but denied. The employee was out of line and saying sorry in a rude sarcastic way. She said I cant give you a new cake or refund this was a special order. This ruined my daughters high school graduation party as we could not serve dessert. This is a food product that was not good, I did not order a week old cake. since the cake was returned in almost its entirety, I had to purchase a new cake. I don't understand why I didn't receive a refund or new cake at no charge. Product_Or_Service: ice cream cake

Desired Settlement: Refund I would like a refund or credit towards a new cake in the amount of the purchase that I spent.

Business Response: We have received the complaint from the guest.  We sent the guest an email looking for the exact location of the franchise as each store is individually owned and operated. Once we have that location, we will pass it along to the Franchisee.

6/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am regular customer at this location of Dunkin Donuts. Every time I go in I'm usually the first or second person in line. The girl behind the counter will just make you wait there stare at you, and still make u wait. Then when you place your order she always makes you feel like you have to rush and then gives you an attitude. Just last Saturday I went in no one was on line two of the girls were at the register counting money, then a gentleman came in and immediately took his order, so I said "well what about me, you didn't take my order" then she said " oh, well what do you want" in a very rude matter. So I ended up telling them forget about it, and walked out. There are always just so rude and don't pay attention. Another time I believe the manger noticed, and said to the girl someone is waiting for you to take their order, and she just rolled her eyes. and that person was not only myself but the other person standing behind me as well, which he complained too.

Consumer entered Business as : 
Dunkin Donuts
75-13 Metropolitan avenue
Middle VillageNY, 11379
718-326-7837

Desired Settlement: I would really appreciate if a letter from the BBB was sent to the owner/manager of this Dunkin Donuts so that they can make their employees aware of what their doing so they can either change their attitude or fire them for customer service rudeness. Thank You

Business Response: I am xxxxxxxxxxxxxxx, the restaurant manager , I'm sorry to hear that you did not have a good experience on your last visit at our store in metropolitan avenue, middle village NY . please accept my apologies.We always strive to provide excellent customer service at our store and I am sorry we failed to do it this time. However, I would like to inform you that , according to our brand standard we always provide necessary training and coaching to all of our crew members to serve best to our valued customer. I appreciate your feedback which will only help us in improving our operation - as we are committed to provide excellent customer service to all our customer every single time. Rest assured that we will discuss this with all of our crew and review  the operations to make sure the incident is an exception and should not happen again. As a token of appreciation, I would like invite you back to our store for a free breakfast sandwich and a free beverage combo of your choice . please ask for masud ( restaurant Managers) on your next visit. Please confirm receipt of my email.looking forward to serving you again soon! Thank you! 
Best Regards,
xxxxxxxx
xxxxxxxxxx
xxxxxxxxxxxx 
Middle Village NY 11379
xxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxx

6/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: One of my co worker placed a phone order to be delivered to our place of business. Once the delivery guy got there and delivered the food and left we then noticed the order was wrong. I then went to Dunkin Donuts and spoke with the manager ****** who was very rude and disrespectful who told me he took the order over the phone and I was wrong and he was correct. He shouted and told me to never call and place an order over the phone again because he knows what he wrote and what we asked for over the phone is what he wrote so therefore I was wrong. I said is this how you talk to customers and he said yes that's why I should never call again for a phone order. I said who is the manager because I'm going to report you. He said I'm the manager and I dont care if you report me or not, and so what. I said just give me my money back and he did give me my money back. Why should he insult me like that with so many customers looking on. Also a young woman who is his co worker tried to calm him down by telling him just give her what she wants and no confrontation please. He should really take class on business and how to treat customers.

Desired Settlement: I would like for this manager to be reprimanded because he has now lost a valued customer.

Business Response: W have received the complaint and have asked the customer for an exact store location.  Each Dunkin' Donuts is individually owned and operated.  Once we receive this information, we will pass it along to the Franchisee and corporate executive that oversees this store.

6/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought two small coolattas because the ad on the counter was for $1.99. When they charged me a different price they said the promotion was done and they would honor the advertised price. I paid the full price, but I thought this was the wrong way to handle my issue with advertising it for one price and charging me another.

Desired Settlement: I would like to know if it is illegal to not honor advertised price.

Business Response: We have received the complaint and have asked the guest for an exact store location.  Each Dunkin' Donuts is individually owned and operated.  Once we have that information, we will pass it along to th Franchisee and Corporate Executive that oversees this store.

Consumer Response:

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 #9567313. The address of the location of the Dunkin Donuts is 699 Morris Park Ave, Bronx, NY 10462.  It is a Dunkin Donuts / Baskin Robbins location.

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Business Response: We forwarded the complaint on to the Franchisee. We also show that the Franchisee has resolved this issue with the guest


Customer Review(s)

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Customer Reviews Summary

6 Customer Reviews on Dunkin' Brands, Inc.
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