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Dunkin' Brands, Inc.

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Phone: (781) 737-3000 Fax: (781) 737-4000 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. The company was established and incorporated in Massachusetts in 1950.

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 16 factors. Get the details about the factors considered.

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 147 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

147 complaints closed with BBB in last 3 years | 56 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 27
Billing/Collection Issues 8
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 112
Total Closed Complaints 147

Customer Reviews Summary Read customer reviews

5 Customer Reviews on Dunkin' Brands, Inc.
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 5

Additional Information

top
BBB file opened: November 01, 1961 Business started: 01/01/1950 in MA Business incorporated: 01/01/1950 in MA
Type of Entity

Corporation

Business Management
Mr. Marjorie Gladstone , Customer Relations
Contact Information
Principal: Mr. Marjorie Gladstone , Customer Relations
Number of Employees

565

Business Category

RESTAURANTS COFFEE & TEA SHOPS COFFEE ICE CREAM & FROZEN DESSERTS-DEALERS COFFEE BREAK SERVICE & SUPPLIES BAGELS

Alternate Business Names
Baskin Robbins Dunkin' Donuts

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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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
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  • Delivery
  • Guarantee or Warranty

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Complaint Detail(s)

9/16/2014 Problems with Product/Service
9/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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:

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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, ****** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2014 Problems with Product/Service
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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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, ********* *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: BBB Note :
 Dunkin' Donuts
** * **** ** ************* ***** ************

I have visited this business many times over the past 5 years or so since my father lived in **********. Everytime I go in there one of the managers in screaming either at the employees or at something else. I believe her name is ***** or ****. It's highly inappropriate and makes me uncomfortable. Also, every summer it is so hot in there I can barely breathe. The employees say the a/c is broken? and sometimes they say the managers control it. I can't even stay to drink the coffee I bought and not to mention the employees are sweating profusely. I know that is not sanitary and honestly makes me a little sick thinking of them making my food and drinks sweating so much. This also make me very uncomfortable and I feel bad that they have to work in those conditions. I would greatly appreciate if you would take a look into this particular store. I don't think this is the right way to run a business and will cause problems. Thank you.

Desired Settlement: Please see if that manager is fit to be doing the job she does and make sure the employees are comfortable and not sweating into the food and drinks.

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, ****** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

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,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Problems with Product/Service
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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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, ***** * *******  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

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. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

1/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/28/2013 Problems with Product/Service
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. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was 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. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2013 Advertising/Sales Issues
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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: At the drive-thru, I tried to order a sausage and cheese in between two eggs WITHOUT bread and informed them that I cannot eat the bread or have the bread touching my food. The teller told me she could not do that, she got her manager, who repeated the same thing. I explained that it is a food allergy and did not want the bread. The manager, ****** called her store manager and apparently told her the same thing, that it is policy they do not serve the sandwiches without bread, they told me to take it how it is made and throw the bread away. I again explained I could not have it touching my food and my boss and I pointed out their food allergy sign at the window. They did not care and said they won't serve me and to leave the drive thru. I contacted their corporate for a formal complaint of descrimination. Also, contacted Boston's AG office for a formal complaint and will be finding legal service.

Desired Settlement: I want to know if this is proper protocol for Dunkin Donuts for food allergies and customer service. I can list several Dunkin Donuts and their locations all over MA that has made me these sandwiches without any hassle at all. I want to see that they accommodate to those who need it.

Business Response: We have escalated this case to the Franchisee and Corporate Executive that oversees this store.  Each store is individually owned and operated.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I informed a Dunkin Donuts employee that I had paid for a coffee and left it in the store. The employee immediately began yelling at me in the middle of the store in front of his co-workers and customers. He screamed, "You didn't leave it on my counter. You shouldn't leave your coffee. It's not my fault you left it there! It's not my fault you left your coffee." I was embarrassed and humiliated. In addition, after I paid for my order and returned to my job, I discovered that he had given me the wrong order.

Desired Settlement: I would like a written or verbal apology for the way I was treated.

Business Response: We have received the customers complaint and forwarded it on to the Franchisee and Corporate Executive that oversees this store.  All Dunkin' Donuts stores are individually owned and operated.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We complaint about this company for a long time now since Nov 12 . These people aren't and shouldn't be waiting anymore my husband and I don't get waited on and my husband in a wheelchair so what's wrong with this picture . If he can walk into publix and buy his own cigarettes than theirs nothing wrong with him , Stop it period now , ***** was the server along with **** on name tags while we were there .

Desired Settlement: Want the waiting on this one couple stop no more on anybody period in this store .

Business Response: We have received the complaint and will be reaing out to the guest. We do need an exact store location to file the complaint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a muffin, asked for it to be warmed and a small amount of butter to be placed on it. I was charged .35 extra for the butter. I've never heard nor seen any business charge to spread butter. This seems like a scam an illegal. There are no signs posted that the butter will be additional.

Desired Settlement: I want my $1.89 refunded the price of the muffin and butter. I was forced to pay for it once it was completed without knowing I'd have to pay extra.

Business Response: We have received the complaint and re-escalated to the Franchisee and the Corporate Executive that oversees this franchise.  Each Dunkin' Donuts store is individually owned and operated.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We really tired of watching these two old people get waited on . There aren't handicapped at all . My husband and I don't even get the royal treatment . None of us don't think its fair at all . We've complain a lot since we've been visiting from the north and it only last 2 days . We want this to stop permanently or shut the store down . They even don't know how to toast a bagel right and its that old lady making them . 

Desired Settlement: Shut store down ! Stop waiting on that old couple and have all the workers quit  doing it period. 

Business Response: We have asked the guest to provide us with an exact store location.  Each Dunkin' Donuts store is indivdually owned and operated.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern:
I Write this letter to express my dissatisfaction With the service I received at Dunkin Donuts on April 16, 2013. I entered the store to purchase a breakfast sandwich at approximately 11:30 in the morning. The line was empty. The manager had just finished taking a customer’s order and he was walking away from the cash register. Two female cashiers were standing by the coffee machine conversing. I waited several minutes. No one asked if they could take my order . " Another customer walked in the store while l was waiting. He walked over to the counter and one of the females , lafer to be dísecovered to be “****: , immediately looked at him and said', “May I take your order ?" Stunned and appalled, “Excuse me, miss, but I have been standing here for several minutes while you were talking to your co-worker and now you're asking this gentleman if you Could take his order?” **** responded by saying in a nasty tone, “So what? All you had to do was say you were here first.” I said, “Excuse me? I have been the only one here for the last few minutes.” **** began to use hand gestures in an attempt to dismiss me. I said, “Is this your idea of customer service? This is how you address a customer?” **** began to shake her hands back and forth calling me “ghetto”. Then as I was telling her she ought to have better customer service, she said, “Oh shut the **** up,” in a loud and intimidating voice. She started moving toward me from behind the counter. I said, “Really? You're an employee acting this way. What are you going to do?” At this point, the manager jumped in front of her and starting holding her back and pushing her away from the counter. Then he started laughing and made no attempt to conceal his laughter, pacify the situation or apologize to me. I said to him, “You think her behavior is funny? " He did not respond but instead let **** go and went about his business. She was still attempting to argue with me I started to ignore her and the other cashier asked me if she could help me. I said, “Yes,” and placed my order. I was visibly upset and shaking. The cashier who was taking my order (I think her name was ********, because that is on my receipt) said to me, “Miss, I apologize for her behavior. She’s not usually like this. I am so sorry. Her brother died.” I said, “Thank you for your kindness. You're very nice to apologize but it is not your fault.” I then said, “If she’s under stress, she needs to take bereavement time. There is no excuse for an employee to speak that way to a customer.” She said, “She already took time off. She just came back.” I said, “Then maybe she needed more time.” Again, the lady said, “Miss, I am very sorry.” She told me to have a nice day and pick up my sandwich by the back of the counter. I did just that and asked the guy who made the sandwich to call the manager. He called the same manager who laughed at ****’s behavior. I said to this man, “What is your name?” He replied, “******” I said, “Are you the manager? He said, “Yes." I said is that your first or last name?” He said it was his first name. I asked him what was his last name and he responded by saying, “Why are you asking these questions‘?” in a very reluctant and belligerent tone. I said, “Because you're the manager.” He said, “But what are you asking me my name for?” I responded, I am making a complaint. You handled this situation poorly and laughed in my face.” Before I completed my sentence, he waived his hand at me dismissively and walked away while I was speaking to him. I have never witnessed a manager or employee display such a high level of disrespect to a customer in all my life. Then it hit me: I Was a Black Woman Wearing a head scarf and jeans in a predominantly Black neighborhood. I Was instantly judged when I entered the store, That is why I was ignored. You see the gentleman that came in the store after me yet received prompt service was a White man. He was considered a Valued Customer. I, on the other hand, was just another Black girl from “around the Way.” The problem with that characterization is that it was from the perspective of **** and ******. In actuality, I am NOT from around the Way. I am a Black “Woman” not a girl, although I look a lot younger than I am. And oh, yes, about the scarf wrapped on my head. Well, I just came from the hair salon, not that it should have mattered. What my appearance did not disclose ís that l am an attorney. I am a professional, an officer of the court. l was judged because of my appearance and judged incorrectly. That’s why **** ignored me and felt comfortable screaming “SHUT THE **** UP,” While rocking her neck and hands back and forth moving toward rne so aggressively that her manager jumped in front of her. She thought to herself, “This is just another ghetto girl from this neighborhood.” This was discrimination in one of its ugliest forms and I will not tolerate it. l could not even eat the breakfast sandwich I had paid $4.02 for until several hours later because I was so upset at the “service” I received at the Dunkin Donuts store #33818 which was clearly based on my appearance. Is this the reputation that Dunkin Donuts wants to develop? Young Black women Wearing headscarves are allowed to Wait on line - While NO ONE ELSE is on the line - for several minutes, but a White man who walks in is served immediately? Where’s the civility, the respect, the customer service in that? **** should he terminated for misconduct. Under no circumstances can her actions be justíñed. The manager should receive a written reprimand. He did not “manage” the situation as he should have. Finally, the other cashier who took my order is to be commended. She tried to diffuse the situation and offered me an apology on behalf of the store. She is the only reason why I still made a purchase in your store. As soon as I got to my office, I called the corporate office of Dunkin Donuts and made a complaint. This written one is a follow up. Take it very seriously. What is going to be done to make me whole? Why should I ever visit another Dunkin Donuts again? Does Dunkin Donuts really Value its customers? The answers to these questions and the next steps taken by Dunkin Donuts will determine my next steps. Be guided accordingly.

Business Response: This case was resolved by the Franchisee on 4/29/13

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 3/23/11 I made an order, as the manager prepared the tea and coffee, the other customer service representative rang up the order.There was a sign there saying that if your receipt or purchase your order was free. After several attempts the cashier was still having difficulty with ringing up the correct order. Myself and the others customers startedx to fuss telling them that the sign says if you make an error your purchase is free. The manager ******* then remove the sign as the cashier still attempted to correctly ring up the transaction. After which she then, finnally gave me accurate change. The manager nor the cashier once apologized for the delay and inaccuracy. Furthermore he got really upset when myself and other customers asked him to HONOR the sign which he subsequently remove which stated that my purchase should have been FREE. Is it not policy that Businesses honor these signs that they have placed within their establishment?

Desired Settlement: My purchase should have been free like the sign stated, especially, since the cashier took so long before she got an accurate calculation.

Business Response: We have reached out to the gues looking for the exact store location. Once we have that, we will forward the complaint to the Franchisee of the store.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i go to dunkin donuts every morning and order the same thing a small hazelnut coffee coolatia with whipped cream sometimes i order other thing s on top of that well i live about 10 mins from there and 1 day i sent my sister there cause i didnt have a ride and she ordered my cofee cooltia and on the receipt it said hazelnut but when she got home it was a french vanilla ok somtimes people make mistakes so i let that go, well the next day my sister and i went back and i odered my usual andmy sistr ordered a frech vanilla iced cofee well it was gross it tasted bitter and old so she asked for a new one anyways we went back 3 times and it was still the same so she askedfor her money back they gave it back but they had an attitude with us a man named ***** wasthe managerand h was very rude and so we asked him for te dunkin donuts main number and he said he couldnt give it out which is not true so i went home ad called the number this all happened over a couple days over the last couple weeks dont have exact dates anyways a lady named tori took my complaint dwn and said the owner would call me and he never did so i called back a wee laternever called me 4 times i called them tori took my stuff dow said the samething and srtill have not heard frm anyone butthey said we can give u a 5 dollar gift and i said no thats ******** i want to tlk to the owner reguardless i still g there t get my coffee everyday cause theres not another dand d close enough and i love my cooitas and this guy manager at tat is rude everytime and also i tok a pic of a pot hole that in te parking lotof dunkin donuts and u have to drive over everytime if u go through the drve through and i complained about that and they till havent fixed it so its damaging my vehicle everytime i drive throgh it i am very angry and distrubed that no one has called me back

Desired Settlement: iwant to be compensated becaue iam a daily paying cutomer and i want employees who r managers something done and i want the pot hole fixed

Business Response: We have received te complaint and responded to the guest looking for the store address where the incident occurred.  Each Dunkin' Donuts store is individually owned and operated.  Once we have this information, we will send the complaint to the store.

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.

Business Response: We re still awaiting the exact location of the store so that we can file the complaint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a mocha coolatta. I was in a hurry because I had to catch a train. After, I got on the train, I started to drink my mocha coolatta. However, it was not a mocha coolatta. It was regular iced coffee. I don't like those and would never order them. I could not go back to the store, I had an appointment.

Desired Settlement: The Coolatta costs about $3. I would like a refund, because I ended up throwing away the iced coffee.

Business Response: We have reaced ou to the guest asking for exact store location.  Each store is individually owned and operated.  Once we receive the information, we will forward the complaint on to the franchisee and corporate executive.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/11/2013 Advertising/Sales Issues
5/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I frequently visit this Dunkin Donuts and always have to deal with their lack of service as well as customer service. On July 25, 2011 on one of my visits to this Dunkin Donuts I was overcharged for the products I ordered. I only realized this after I left the store and was back home. I called later that day to find out what was going on and to request a refund for the overcharge amount and was informed that nobody was able to take my call and I would have to call the following afternoon. I called the next day and it was the same story. On July 27, the time I was instructed to call the next day again. Today, July 28 2011 I called back at around 6:35 to 6:40 P.M. and the man who picked up was extremely rude from the start and said he was busy and could not help me and abruptly hung up. Now, understand my frusration on this matter I called back and he did not want to speak to me. I told him if he was busy then to put me on with someone else who wasn't busy but he refused. I called back after he hung up a second time and he just picked up the phone- didn't answer (say anything) and hung it up. I called repeatedly back, (at this time all I wanted was his name to file a complaint) but he ignored my call (rang about 20-30) times and then just disconnected automatically. I tried to relay to him that I was a customer just like anyone else and I wanted to be treated with respect and proper courtesy. He repeatedly hung up when I tried to ask foir his name and employee ID # (if posssible) like any business should provide if there is an issue. He also lied multiple times by saying this was a grocery strore and continued acting rude. He claimed his name was ***** and I knew he was lying so when I relayed that to him he hung up again. The last time I called he picked up and stated using multiple curse words and vulgarities at me- I was verbally abused. He also threatened to call the cops on me (even though I did nothing wrong- just wanted his real name and id number if possible). I come to this Dunkin Donuts frequently and I think I recognize who the guy is based on his voice and I think he knows who I am becuase on July 25, (forgot to mention this) I walked into the store and relayed what happened and they said I had to come back another time- he was there. I feel not only that I was verbally abused and threatened but I was discriminated against because of my religion. (I have seen him making multiple remarks about people in my religion in the past.) I am deeply frustrated, angry, shocked and abused by the situation that occured.

Desired Settlement: I feel that based on this situation I should definitely recieve a formal apology as well as the employee to have disciplinary action taken against him as well as he should apologize to me and go through some sort of respect and feelings class to know how to treat a human being. I also, should definitely recieve a refund for the initial overcharge but as well as compensation and money for the harrasment I had to go through. I have spent probably several thousand of dollars at this Dunkin Donuts throughout the years (I go mostly every day on my way to work) and I should definitely be reimbursed. I just wanted to mention that I would like the outcome to be as quick as possible as I can not take the aggrivation I was given by this man.

Business Response: I have call ***** ***** him couple off 

times and left him message. And we have no response from him.







He has not given us the receipts copy or the product he bought

from us. So there is no way we can help him. And his not answering our phone.







Dunkin Donuts ****** *******

Consumer Response:

The business manager who responded to this complaint and claimed that I have not returned his phone call is providing false information. I have returned the phone calls to him numerous times only to reach the store employees who informed me he is not available. Therefore, I requested for them to take down my name and number and for the business manager to call me back- they promised they would forward the information- but I did not hear back. This is reminding me of the horrible service that this business has provided me by not attending to their customers needs. As for the refund, I have personally come into the store to show the receipt to the clerk behind the counter only to be denied and informed they "cannot solve this problem." I feel as of now that this is not only a refund issue but even more so a verbal harrasment and discrimination issue- (please see initial complaint). Thank You.





 

Consumer Response:
At this time, I have not been contacted by Dunkin Donuts****** ******* regarding complaint ID *******.

Business Response:

This compaint s been filed to the store.  The Franchisee and Corporate Executive will follow up wth the guest.  Each Store is individually owned and operated.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I visited Baskin Robbins store #4678 in Gatlinburg, TN on 04/06/2013. I ordered a mini cappy beverage, that was advertised on the display case with a sign for $1.99. When I received my beverage the casher totaled my order at around $6. I informed ***** (cashier) that it should have been $1.99 plus tax as I had ordered directly from the advertisement 10 feet away. He knew nothing of the promotion so I personally showed him the sign. He took it to the manager who identified herself as ****** *****. Rachel said that the promotion was for Wednesdays only and the sign shouldn't have been up. The sign said nothing about Wednesday only. She then informed me, that there was no way she could let me have the beverage I ordered for that price. I asked for a corporate number to file a complaint and she gave me a number for *** ****** **************. I have tried this number several times and never get a live person. I also filed a complaint with the Baskin Robbins website and have not received a reply other than an auto confirmation telling me they received my complaint.

Desired Settlement: For BBB info and hopefully the business will improve their manager customer relations and price dispute policies.

Business Response: We have forwarded the complaint to the Franchisee and the Corporate Executive that oversees this store.  Each Dunkin' Donuts store isindivdually owned and operated.

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 would like to hear from the individuals this complaint was forwarded to and what if any action they plan to take.  

Business Response: We have re-escalated the issue to the Franchisee, and other corporate executives that oversee this franchise.  Each Dunkin' Donts store is individually owned and operated.

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.

This  does not show that the franchisee received my complaint or what if any action will be taken. This is essentially the same response I already received. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a DD customer for years, but the manager ****** at this particular franchise, is extremely rude, ignorant, and threatening. She has dicriminated against every single patient from a methadone pain clinic that is in the area.She has acted extremely unprofessional and in some instances threatining physical violence against these poor disabled individuals who want nothing more than a coffee. In one instance my fiancee asked politey to have her money refunded after the coffee was made incorrectly three times( on purpose) mind you, ****** took the money out of thr tip jar and physicaly threw it at my fiancee, and told her to leave before she " kicks her teeth in" we were in complete shock. We have never been treated by anybody in this manor for any reason. We have spoken to our lawyer and are considering criminal charges as well as discrimination and harrasment charges to be brought against the store. Never have we ever! Been treated this way by anybody, and we will not take this laying down.

Desired Settlement: I would like to file criminal charges for the threats and discrimination. First and foremost i want her fired, secondly we are fully prepared to press full criminal charges against the franchise. If they are willing to settle out of court , we will entertain an offer of $250,000 and nothing less.

Business Response: We have ent an email to th gustlookinfor the exact store location. Each Dunkin' Donuts is individually owned and operated.  Once we have this store, wewil file the complaint to the Franchisee and Corporate Executive that oversees the Franchise.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I would like to lodge a formal complaint against the Dunkin Donuts shop at *** ******** **. NY, **. I ordered a medium de-caf coffee, which totaled $2.17. At circa 12.20 pm on 18 April 2013, I handed the clerk (named ****) $20, and received change for only $10. I informed the clerk that I had given her a $20 bill. She had put the bill away before she gave me the change. The manager came entered and escorted me to the back of the room where the camera revealed, in my view, that I had indeed clearly handed the clerk a $20 bill, although she put it in the $10 box. He disagreed, and said he would call the police. Alas, as an *** university professor, I needed to teach a class in 2 minutes and could not wait until they arrived, although I would have otherwise been happy to stay. I must say I truly question the moral turpitude of the Dunkin' Donuts' manager.

Desired Settlement: $10 overcharged. I personally do not mind if I do not receive the $10 back. I just think it is a matter of principle. The manager of that particularly Dunkin' Donuts should be sacked.

Business Response: We have filed the complaint to the Franchisee and the Corporate Executive that oversees the Franchise.  We have provided them with all details and they will be reaching out to you.  All Dunkin' Donuts Stores are individually owned and operated

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I would NEVER, ever order from their online site! I placed items in my cart, entered my cc #, and then saw the charges for shipping and canceled my order. The next morning I looked at my bank statement and they had charged me for the items in my cart. I called them to dispute the claim and they said they had "no record of charges" on their end. I emailed them a copy of my bank statement and still no resolve. I ended p having to call my bank to file fraud charges on DD.com. I have been in the service industry for years and have never seen such blatent disregaurd for customers. Especially when it's an obvious error on their end.

Desired Settlement: I expect an appology and an explanation of why this happened. I also am filing this in concern that this has probably happened to other customers and they either have no knowledge of the transaction or they've complained and DD.com has done nothing to correct the error on their end.

Business Response: We have received the complaint and working with the appropriate department to get this recognized.  We will reach out to the guest to resolve once all information is received.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a 2011 Toyota Camry. I went to 2220 Forest ave, went into the lot to go through the drive through as I was going over the grating going into the drive through, I heard the tire rub against something I proceeded to place my order when I saw my tire pressure monitoring light go on. By the time I picked up my order my tire was flat. I inspected the tire to find a large gash in the sidewall. As this type of damage can not be fixed, I had to purchase a new tire. I filed a complaint with dunkin donuts and a Mr. xxxxxx contacted me via e-mail stating to submit the receipt and I would be reimbursed ( I still have the e-mail). I spoke with him a few times, each time he said he would check on it and get back to me, he has not, subsequently, he has stopped taking my calls altogether. I have left over 15 messages on his voicemail, and filed a subsequent complaint with dunkin donuts corporate, which has yet to be responded to.

Desired Settlement: I would like Mr. xxxxxxxx to keep good to his word, if he says he will get back to me then please do so. Not ignore my calls and emails, treat me like a human being. Ultimately I would like for him to reimburse for the tire that was damaged at his establishment as he said he would.

Business Response: We have forwarded the complaint to the Franchisee and Corporate Executive that oversees this Franchise.  Each Dunkin' Donuts is individually owned and operated.

Consumer Response: The issue has been resolved with Mr. xxxxxx.Thank you. xxxxxxxx 
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 #9474328.

Regards,

xxxxxxxxxxxxxxxxxxxxxx

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 7th, I came in to redeem my free birthday gift and wanted the soft serve (as advertised on the coupon) instead of the ice cream but the woman behind the counter just said ice cream when I tried to explain. I gave up trying to explain and ordered the ice cream and then after she rung up the order she got on her phone and went into the back room. Very unprofessional customer service and gave me a different item than I wanted.

Desired Settlement: Please hire better employees. I do not want to take my business there anymore.

Business Response: We have reached out to the guest to find out which Baskoin Robbins store the guest went to.  Once we have this information, we will foward the complaint on.  Each Baskin Robbin's store is indivually owned and operated.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: So I decide to go through the Dunkin Donuts drive through here in Damariscotta to grab a treat for the kids. There was a new girl on drive through so I waited patiently for her to get my order. She tells me 11.32 I get to the window and ****** says " 3.30 more I said why she stated that the trainee forgot to add to coffees to the bill. On the window there is a sign "if you are asked to pay a different amount, ask for the manager" I read that to ****** and she slammed her hands down calling me a "******* *****" and went to get the manager ****. **** comes to the window and I state that I can't believe she called me that, ****** again speaks up from behind and says "well you are" I look at **** disbelievingly saying She should be fired. **** smiles at me takes the money passes me the coffee and says " she will not be fired" Well, I am still in shock that this happened in front of my * and ** year old. I saw the girl change the covers on my coffees and I began to worry if she had tampered with my food. I threw it away. I have left a message with the owner. Who is supposedly "tight" with **** the manager. Owner said sorry, and asked if he could send me a 25.00 gift card. I asked him if he had taken action against this employee..he said he had not fired this employee but he was investigating. I went to the police and filed a disorderly conduct charge against the girl ******. The management at this Dunkin is not professional and actually concerns me.

Desired Settlement: I want the manager fired for not taking action. I would like this girl ****** to be reprimanded and apologize. They told the police that I had called her a name. My daughters were questions and are my witnesses. I can not believe the lack of professionalism from the owner.

Business Response: We have forwarded the complaint to the Franchisee and Corporate Executive that oversees this Franchise.  Each Dunkin' Donuts is individually owned and operated. 

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

3/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Friday Feb.22,2013 I walked into Dunkin Donuts at 2515 Boston Rd.Bronx NY 10467 at 7:27 A.M. and placed an order for three(03) breakfast sandwiches and then paid $11.54 for the entire order. Then watched the line cook begin the process of the three(03) items I had ordered. The line cook asked me three times what did you order and I nicely stated my enitire order while she continued asking following customers what they ordered and rushed their orders out. After four customers behind me picked up food orders made by the same line cook and exited the store, I was the only customer left. then a new customer entered the store and they took her order and began to prepare it. I then went to the cashier and asked for a refund due to the fact the line cook would not make my order and observed her throw the bread to the three sandwiches in the garbage. The cashier,line cook and third employee then began to talk why his order wasn't being made. I then demanded nicely "please just refund my money this is going on to long". The cashier then stated "I can't the manager has the key to the register". Then all three of the emplowees kept stating "we can't give you your money we don't have the key the manager does". After them taking other orders and refusing my order and refund I then informed them "I am calling the police and then I'm notifying Dunkin Donuts" That's when the cashier picked up a small brass key next to the register and took my receipt from me and issued my refund and after that it was another back and forth conversation to get my receipt back. I then exited the location without being rude or violent. When I came home I then called Dunkin Donuts Customer Service line and spoke to xxxxxxxxxx and explained the entire issue(which is a crime/until I called 911)during the last three weeks I have spoken to four members of Dunkin Donuts customer Service and requested a call from the Franchise Owner as I was told they are independently owned to resolve the issue.NO Response 3 weeks later.

Desired Settlement: To meet with the business owner and identify the two individuals who took the cash and refused the ordered and letting the owner know it took calling the police to receive my money back on non delivery of order.

Business Response: We have re-escalated this complaint to the Franchisee of th store mentioned in the complaint.  The Franchisee and Corporate Field Executive have been notified of he BBB complaint.  Each Dunkin' Donuts are individually owned and operated.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #xxxxxxx.

Regards,

xxxxxxxxxxxxxxxxxx

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This dunkin donuts has seating for people but offers no bathroom for customers

Desired Settlement: them to offer a restroom for their patrons

Business Response: We have reached out to the guest for the store location. Once we have received this information, we will file the complaint to the Franchise and Corporate Executive who oversees this franchise. All Dunkin' Donut stores are individually owned and operated.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On thursday February 21st my husband and i decided to see a movie. I dropped a book off at the library and he picked up a new one. As we have done a million times before, we decided to buy coffee to take along, he left me at the library as i was having difficulty selecting a new book and drove up the block to dunkin donuts. A few minutes later he rushed back in to get some money from me. We laughed this off and he returned to Dunkin Donuts to get the coffee only to find that his car was gone. This happened in under 5 minutes. We had to pay a tow truck driver almost two hundred dollars to get our car back and upon going in to dunkin donuts two ****** ******* men claiming to be property managers approached us and laughed in our faces. Dunkin donuts offered no help in the matter and in fact informed us no manager was on site to help us.

Desired Settlement: I would like the fee my husband paid to the tow truck to be reimbursed and i want an apology for such predatory practices.

Business Response: We have received the customer's complaint and have asked for the store that this incident took place. Once we receive this, we will send the complaint to the store and to the corporate field employee that oversees this franchise. Each Dunkin' Donuts is individually owned and operated.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This incident occured yesterday on February 15, 2013. Me, my friend ****, her one year old baby and my 5 lbs dog (Yorkshier Terrier) were taking a walk in a sheepshead bay area of Brooklyn, NY. We saw a Dunkin Donuts store and decided to get some coffee. Now I have to clarify that my dog is a friendly adorable puppy of a Yorkie that weights 5 lbs. I picked up my dog in my hands, and before we walked in, we searched carefully for any sings that would say that the dogs are not allowed. There was nothing on the door or any window of the store staing that. PLease note that I have many pictures of that, that I took after the incident had accured).And I can sebd them to you anytime. So we all walked in and got on line. There were 5 or 6 people in front of us. We spent about 5-10 minutes on line. When my turn came up I was refused service in a very rude way. I was told that the dogs are not allowed by a person at the register. That was said in a very rude way, he pointed at the door and told me to leave. I told him that I have been waiting on line for 10 minutes with the dog in my hands, he told me to leave. After that I asked him to show me the sign that say that the dogs are not allowed in the store. He said that there is no sigh and that, I quote, " this is common sence and I should know better". After that he turned away from me saying " I have no time for you". When I asked to speak to a manager he said that he is not in. I asked him how can I reach him. He said that if I want to speak to a manager I have to come early morning. I am not able to do that- I work 6 days a week starting 9.00 am. While he was saying all that, he was not even looking at me, like I am nothing. He was very disrespectful, which was clear not only to me but to all the people around. I have been embarrassed and humiliated in front of averybody just because I had a little puppy in my hands. And I repeat before I came in I searched for "no pets allowed" sign- I was not there.I have pictures to prove it.

Desired Settlement: I would Like to get an official oppology from the store management and the employee that was extremely rude to me. And also I would still like to get my coffee there since I was refused for no reason.

Business Response: We have asked the guest for an exact store location.  Each Dunkin' Donuts is individually owned and operated.  Oncewe have received the store location, we will file the complaint to the Franchisee and Corporate Field Executive that oversees this store.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/26/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: They charge an additional $.02 per dollar on every transaction which is more than other Dunkin Donuts in the area. It may not seem like a lot but it adds up.

Desired Settlement: Ensure they are not adjusting prices unnecessarily.

Business Response: We have received the complaint and have asked the guest for the store location. Once this information is received, we will file the complaint to the store and to the field executive that oversees the franchise. All Dunkin' Donut stores are individually owned and operated.

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/7/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I have been buying my morning coffee and bagels at this store for about a year.I have yet to have 1 entire week go by without them screwing up my order. its a simple one, medium hazelnut coffee black with 2 sugars and a bagel, un toasted with cream cheese. at least once a week they toast my bagel, put cream in my coffee or forget to add sugar. I have had to tell them, only to make myself late for work. this is unacceptable..

Desired Settlement: I would like them to compensate me in some way, I pay $4,85 every day for 5 days a week. that's over $22 a week and that's a lot when im not getting what i ordered..its simple how could it get screwed up all the time?

Business Response:

We have contacted the guest requesting the exact store location so that we can file a complaint to the appropriate parties.  As you may know, each store is individually owned and operated.  Once we receive that information, we will proceed with the complaint

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/2/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I received an email encouraging me to buy gift cards and receive a bonus $5.00 card for every $20 purchased. When I went into a DD store they said that was only available online so I did not purchase the cards at the store. I then went home and purchased 3 $20 cards online using the email they sent me. I received 3 $20 cards and paid another $6.00+ S/H and postage. When I asked where the bonus cards were, the email response was that it had to be purchased by a smart phone and not my computer! If you send an email to my computer soliciting, you should honor my purchase through that email, should you not?? So, instead of spending $60 on 3 $20 cards in a DD store, I spent $66+ for 3 $20 cards. Why would I spend extra money for gift cards when I could get them at the store for just $60??? Logic would tell the company I was allowing S/H & postage to get the $15 bonus cards, would it not?

Desired Settlement: $15 gift card

Business Response: We have issued out a Dunkin' Donuts gift card for $15, per the request of the customer.  This will be sent out on Monday, February 4th. 

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 #9402225. Regards, **** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/23/2013 Billing/Collection Issues | Complaint Details Unavailable
1/23/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I purchased (9) Dunkin Donuts gifts cards at Dunkin Donuts 634 Holly Park, N. Falmouth, Ma 02556 location as Christmas gifts mostly for staff at a nursing home. I was told by the nursing home it was their policy that I could not give the cards out (7). I brought the cards back to the place of purchase on 1/7/2013 at 11:10 am and asked for a refund. I had all my receipts,and activation numbers. I had paid cash for the cards, $8. each. The cards had been activated but never used. I was told by the manager, ******* *****, it was corporate policy I could not get my money back. The person who informed her that a refund could not be obtained per ****** ****** at the Loss Prevention Home Office, **************, was ** ******* *********. A refund under these circumstances is a reasonable request to make. I had all my receipts and the cards had not been used. There should be a large sign posted that refunds are not available for coffee cards at the point of sale so the consumer has the opportunity to make an informed choice before purchase.

Desired Settlement: I would like my money back ($56.)

Business Response: We have contacted the Franchisee about this complaint.  All Dunkin' Donuts stores are individually owned and operated.  The Franchisee and/or Corporate Field Executive will be reaching out to the guest

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: me and my family came in the store. i ordered a brownie sundae an everything was going good until it was time to put the cherry on top. the server was looking for spoon an it was bye the sink on the top shelf two the right bye the cleaning supplies up under the brush. he took it down and put it in the cherries an then brought the sundae to me. i said are you for real,he said whats wrong you don't want it now. this was on 12/23/12 at 4:25 pm. i called home office on 12/26/12 an the manager called me on 12/28/12 at 4:02 pm an said she was sorry an she will talk to her staff and asked if i wanted her to make me a free sundae,really after seeing that. that makes me think how long has this been going on an when if they ever did throw out the cherries from 12/23/12.

Desired Settlement: Not applicable well the best offer they could give was a free sundae,so i guess let everyone know what they might be eatting an for the one's whom came in after me that order a product with a cherry on top an felt sick this might be why.

Business Response: I spoke to Mr. ***** on 12/28 and forwarded the complaint on to the Franchisee. Guest states he was never contacted.  I will follow up with the Corporate field employee that oversees this franchise to ensure contact is made and resolution is handled appropriately  

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.

Astold t i stated the store manager called me an all she could offer was a free sundae. Now after seeing how they keep their store do you really think i would go back for a free sundae. If that was the case, i would never file the complaint. So again they  told me all they could do, so let the public know what they are coming in contact with an i will just get my ice cream from the store. An the said part is , i went to the store out of my area. the store close to me is on germantown parkway, the only reason i was in the area was for some good old bar-b-que across the street from this location. My mistake it will never happen again.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/11/2013 Problems with Product/Service | Read Complaint Details
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Complaint: **** ** ****** ****** ** ******** & purchased $20 gift card at 1:07pm. I realized i had lost the gift card while walking within an hour. I went back to the store to see if they could reissue a new one & cancel old one. The manager ******* called Corporate & was able to cancel the lost gift card so if someone found it, they couldn't use it. As for reissuing me a new one or getting my money back, ******* stated she had to talk to her boss & to come back. I ended up purchasing a $20 gift card at 3:12pm (same day). I have receipts for both transcations. I go in the store today 12/26/12 & speak to Theresa. She said her manager stated she could've cancelled the entire purchase on the 12/19/12 but didnt know to do that so now there's nothing she can do. As stated above ******* cancelled the gift card but not the cash purchase which makes absolutely no sense.So i called corporate. They stated they couldnt understand why ******* couldnt have reissued me a new gift card but couldnt help me unless I drive back over to ****** ****** and let corporate know who ******* spoke with that cancelled the gift card on 12/19/12. I asked corporate to call her & settle this over phone so they're both on the same page so I'm not driving back and forth. Corporate stated they can't call out?! The whole situation doesnt make any sense. I just want the $20 I'm out. Please help.

Desired Settlement: Refund of $20 or gift card.

Business Response: We have notified the customer that we need to store location to file the complaint appropriately.  Each store is individually owned and operated.  Once we get the store location, the store will handle the complaint

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/4/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I visited the drive-thru at the location on Dundee Road in Palatine, IL and ordered an extra-large coffee. The woman at the window handed me the coffee and as I brought the cup into the car the lid came off and hot coffee came out of the cup like a volcanic eruption spilling all over me, my car and even into my purse on the seat next to me. She handed me napkins, but didn't understand when I asked for cold water to stop the burning so she got someone else who understood what I was asking for. This girl gave me napkins soaked in cold water. I was on my way to work at the time, and couldn't stop to go inside because I had to open the business for staff. When I got to work and got out of the car, I realized just how much coffee had spilled. The driver’s seat was soaked with it. Considering the coffee had cream in it I knew that when it got warm inside the car the smell would be horrendous. I called the location and asked to speak to the owner, but was told he was out of town no one knew when he would return. I then wrote Dunkin Donuts via email and the copies below are what have transpired in a month. Case# ******* - Dunkin Donuts x CustomerServiceReply@dunkinbrands.com Nov 20 Dear *****, We would like to thank you for taking the time to contact us about your experience at the Dunkin' Donuts restaurant located at 801 East Dundee Rd Palatine, IL . We work hard to maintain the highest standards in guest satisfaction, however, it appears we have let you down and for that we apologize. As you may know our restaurants are individually owned and operated businesses. As an independent owner, the franchisee is responsible for all the day-to-day operational aspects of their business. We have forwarded your comments to the owner of this location as well as our Dunkin' Donuts field executive to make them aware of your experience, and have requested the franchisee reach out to your directly regarding this matter. At Dunkin' Donuts we value our guests and are committed to making your visits to our restaurants a pleasant experience. We hope to have the opportunity to serve you again soon. ****** Guest Relations Coordinator ***** * to CustomerServic. December 17, 2012 To: Guest Relations Just to let you know, N*T *NE PERS*N has contacted me. I even went into the store itself, twice, to talk to a manager or the owner. The woman that handed me the coffee with the loose lid was there and the gentleman I was speaking to called her over to ask if she remembered the incident. She did, and stated that I was on the phone when she handed me the coffee. I was, but being a fully functional adult I am perfectly capable of taking a cup of coffee from a drive- thru window without spilling it. When he gave me my cup of coffee I showed him, by squeezing the cup, that if the lid is on tight it won't pop off. I gave him my business card to give to the owner, and he told me the owner would be in on Monday, but he wasn't, nor did he call me. I am very frustrated by this entire situation. As a corporation, you have washed your hands of this by saying, it's a franchise, sorry, but we can't do anything. Your franchisee has ignored both your request and mine to contact me, and, as a corporation collecting franchise fees, you haven't even bothered to follow up. I also work for a franchise of a large corporation in the restaurant industry and this behavior is reprehensible and irresponsible on both your part and Y*UR franchisee. You are so busy covering yourselves from a lawsuit, you've forgotten what basic customer satisfaction is about. Shame on you as a corporation! In my search of Dunkin Donuts I have found a plethora of complaints against your corporation on numerous sites, and I intend to file my own on each and every one of them myself. It is obvious that all you care about is collecting franchise fees, not customer service or satisfaction, and it's no wonder that you have lost business to *********. In my opinion you have a superior product, but their customer service is outstanding. If every franchisee ran their operation as the owner of this location, the company would close down in a month. I know that you have at least one highly qualified owner on Lake Street in Bloomingdale, IL because I lived in the town and went to this location almost daily. They were friendly, competent and made you feel as if you mattered as a customer, which is how ALL of your locations should be trained to operate if you want to stay in business. It is your responsibility to make sure that the people representing you and using your name uphold the standards of the corporation. It seems, according to all of the complaints I've read, that your only care is the collection of fee's which will be the ruination of the corporation in the end. ***** *

Desired Settlement: All I am looking for is the cost of having my seats cleaned from the spill, not a "*********" lawsuit, or a settlement of any kind. Dunkin Donuts Corporation has a responsibility as a franchiser to make sure the people representing their name do so in a reputable manner, not just collect franchise fees and wash their hands of any complaints or responsibility as a corporation.

Business Response: We have reached out to the Corporate employee that oversees this franchise along with the Franchisee to resolve this matter appropriately.  Each of our Dunkin' Donuts franchises are individually owned and operated. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had an issue with Dunkin Donuts located at 182a Cambridge st burlington ma 01803 on 11/13/12. I wrote to Dunkin Donuts and they proceeded to tell me that every Dunkin Donuts is privetly own and that the owner of this franchise would be in touch. So since then I have been waiting to hear from them but have yet too. My complaint read as, "i was at your location yesturday and i ordered 2 large ice coffees and 3 donuts. When i got handed my coffee it spilt all over me and i did not recieve my donuts. i was already running late for my meeting at my job and now my suit was ruined in coffee. i am extremly upset that this has happened and i hope something is to be done. i now have to bring my clothes to the dry cleaners to be cleaned and my car needs to be detailed bc it got all over my car as well.". I am completly dissatisfied that I havent heard anything from them.

Desired Settlement: I would like some sort of refund for my spilt coffee my missing donuts and my dry cleaning bill.

Business Response: We have reached out to the Corporate employee who oversees this franchise, along with the Franchisee.  Each Dunkin' Donuts is individually owned and operated.  We take these matters seriously and will have this matter resolved appropriately.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/10/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The company advertises breakfast combos on their breakfast menu. A sandwich alone is listed at $3.69 (this is in small print) according to the menu in the store a medium coffee comes with the combo for $4.69. If you would like a large coffee the price is an extra $0.20. I purchased one combo with a coffee and an additional coffee. The receipt shows the sandwich for $3.49 without the coffee and then an additional charge for the coffee of $1.98 plus tax. For weeks I have been complaining to the individuals who work behind the register that the sign makes no sense. They are essentially more than double charging because the cost of a sandwich at $3.69 plust a coffee at $1.98 is $5.48 before taxes are calculated. My question is what kind of advertising practices is this when they advertise coffee and a sandwich for $4.69, which with tax would be $5.10 not the price they are charging which essentially is $3.69 plus a medium coffee at $1.99 for a total with tax of $6.18. The pricing menu is false advertisment.

Desired Settlement: Either they should fix the pricing menu to reflect the correct pricing or train their staff to charge correctly because not one person behind that counter can explain the difference in prices and they pretend that they don't understand what you are talking about. It's really simple the prices are misleading to the public. There is no reason why I ask for a combo, and 1 additional coffee and then I am charged $3.69 for the sandwich and $3.98 for the coffee plus tax for a total of $8.13.

Business Response: We have requested that the individual who has filed the complaint, please respond to our email in whih we are asking for the store location.  Each Dunkin' Donuts is individually owned and operated.  Once we have received the store location, we will file the complaint to the 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 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/29/2012 Problems with Product/Service | Read Complaint Details
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Complaint: I was at this establishment, Dunkin Donuts 344 Washington Street in Woburn Mass., on 11/9/12 at 11:00 pm and they have a policy that if the employee does not offer you a receipt your order is supposed to be free. When I brought this to the attention of the employee, he told me he was not aware of the policy, and could not read it from inside the building for it was posted on the sliding door to drive thru. When I asked to speak to a manager, he said there were only two employees on duty, and neither one knew of this policy. When I called the manager **** she was rude, and hung up on me, and would not even consider that I was not, IN FACT, trying to get my order free, I was merely trying to tell her that her employees were not properly trained, so as to not have this happen to another patron. She said since 3 days had passed it didn't matter. I was trying to be reasonable, and she was nothing but ignorant. I was very disappointed in her lack of consideration for my legitimate complaint. After her poor handling of this matter, I now want my purchase to be re-reimbursed ---$4.90

Desired Settlement: I was not offered a receipt so I was supposed to get my order free and I did not. I simply want then to stand behind the policy that they put in place.

Business Response: Since all of the locations are individually owned and operated businesses, all complaints and/or concerns are handled directly by the franchise owner. Therefore we have notified the franchisee and have requested the franchisee to reach out to the guest to resolve the issue.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/14/2012 Billing/Collection Issues | Read Complaint Details
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Complaint: Hi
Baskin Robbins located at 7110 East Green Lake Drive North, Seattle, WA (206) 524-2555, had, this summer, put in a pay box and numbered its parking stalls requiring payment to park in the lot. I had no problem with that. Sometime in Sept they took the pay box out and painted over the stall numbers making it appear payment was no longer required to park in the lot. There were still signs stating the parking was for Baskin Robbins customers only, which had always been there, but no indication or anyway to pay for parking in the lot and more important that you would be ticketed. So I was very surprised when I returned to my car Sunday morning, Oct 21st, @ about 8:10 AM to find a parking violation envelope from ******* Parking demanding $43. Is this legal? Had the pay box been there I would have paid as I had done before but now I had no way of doing so and the business was not open and wouldn’t open for another 3 hours. The person writing the violation said Baskin Robbins requested that the pay box be removed and to ticket any vehicle parking there if not doing business with them whether open or not. Personally I feel *******. I’ve done business with Baskin Robbins at that location many times but will never again. Why does it matter whether someone parks in the lot when the business is closed and why so sneaky about not disclosing this new method of charging to park in the lot? If they don’t want anyone to use their lot except during business hours, why not simply put up gates / barriers at the entrances? Thanks ****** *******

Desired Settlement: 1. Clearly state at the entrances that PAYMENT will be required to park in the lot at all times if not a Baskin Robbins customer, or 2. Provide the means to PAY when parking, or 3. Place barriers / gate at the entrances if it is so important to keep the lot empty at all times when the business is closed an email explaining what if any action will be taken.

Business Response: We have sent the customers complaint to the store where the incident occurred. The Franchisee and Corporate Field Executive who oversees thi franchisehave been notified. Each of our Baskin Robbins Franchises are individually owned and operated

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.

There has been no response from the business; however, they have put a new sign up stating what the charge will be for parking in their lot, although it is not at each entrance, it is clearly visible if looking for it.  That is likely all I can expect.  No further action required.


 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/22/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My companion and I were attending the Eastern Gem,Mineral and Fossil show at the Big "E' grounds on August 11th of 2012.We stopped at this Dunkin' Donuts for breakfast.We orederd our food and coffee and they then refused to give me a cup of tapwater unless I paid them 50 cents for it!I am a ****** ******** patient and I need to take 5 LARGE ********* ******* pills with every meal.This is difficult with hot coffee so I asked for a small cup of water.The employees were very rude when I questioned being charged for tapwater.I ended up taking my pills with hot coffee as I will be ****** if I will pay for a cup of water!Their business practice here was atrocious!I contacted Dunkin' Donuts via their website,but I only received a "canned" response.Nothing more. Product_Or_Service: Bagel,breakfast sandwich,coffee

Desired Settlement: I think that I deserve something after they treated me this way.It's not like I walked in off the street and asked for water without buying anything!I was a PAYING customer!I am not asking for something large,but SOMETHING reasonable like a free breakfast would be appropriate.

Business Response: Since all of the locations are individually owned and operated businesses, all complaints and/or concerns are handled directly by the franchise owner. The franchisee has left a message for the guest in an attempt to resolve the issue.

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.



 

Business Response: We are reaching out to the Franchisee and the Operations Manager to rectify this matter.  Again, each Dunkin' Donuts location is individually owned and operated.

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.

Their response only states that they are "reaching out" to the franchise owner/controller.It includes nothing as far as an offer of any kind of resolution.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/21/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: when purchasing a ice cream cake, we asked for an writing on the cake, when we checked the cake before leaving the business, we found a hair on the cake, so we politely called over the cashier, and showed her the hair...she opened the unopened box, and took off the hair, and expected us to take the cake. We were disgusted by her action, and requested a new cake...she was very rude to us, even considering that we didnt make a scene. She called over the person that wrote on the cake, and he seemed not to care much...asked what we wanted to be done, and we asked for a new cake...they went to the back and looked for the same cake and didnt find the same flavor...so we had no choice but to take a different flavor...the whole time the cashier/worker was very nasty to us...then she took the cake that we didnt want and started to wipe off the lettering on the cake, like she was gonna fix it up, and resell. This is a nasty thing to do, we are great customers, many employees and vendors from our warehouse purchase coffee donuts and ice cream on a daily basis, and we purchase a birthday ice cream cake at least once a month...we are familiar faces, and faithful customers...she had no right to treat us the way she did, and even worse sell disgusting cake that had hair on it.

Desired Settlement: I believe since we didnt receive the cake we wanted, they should at least with sincere apology give us a free cake, as we are daily customers. And disciplinary action against the cashier for her nasty rude behavior. She didn't want to understand why we wouldnt take the cake, after she picked the hair off of it..she said its ok now.

Business Response: We have reahed out to the OM and the Franchisee to resolve this issue.  This matter is in the midst of being resolved.  Each Dunkin' Donuts and Baskin Robbins stores are individually owned and operated.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/17/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was driving from *********, PA to ****** ******, MD on Sunday, September 30, 2012 and purchased a Vanilla Chai Latte from the Dunkin Donuts in ***********, PA (on Rt ***, next to the Sleep Inn). I didn't start drinking it until I was back in my car and on the road. I noticed it didn't taste as good as usual, and when I got to the bottom of the cup I realized why: all the spices and whatnot that they mix in it were lumped together at the bottom. No big deal, mistakes happen, and I wasn't angry at the location that sold it to me. I stopped at another Dunkin Donuts on my way, on N. George St. in North York, PA. I showed them my receipt and my cup and nicely explained what happened and I was rudely told that one store has nothing to do with another and if I wanted a refund I would have to go back to the store where I bought it. I told her I was already 75 miles away, going the opposite direction. She said there was nothing she could do. So, I immediately found the DD website on my phone and filed a complaint with the corporate website right then and there. I would have called, but the phone number is only operational Monday through Friday, according to the website. I did get an automated response email, indicating that they received my complaint. This morning, I called the 800 number and talked to a lady there who not only said she didn't get my email but she stuck up for the store that wouldn't give me another drink, saying that all franchises are separate and make their own decisions when it comes to refunds. All she was able to do was send my complaint on to the store that wouldn't give me a refund, which I know won't do any good because I complained to them in the first place. I asked her if she was really willing to lose a good customer over a $2 drink and she didn't have an answer to that. What is the point of having a corporate office if they can't resolve issues with individual franchises?

Desired Settlement: It's not the $2 I paid for the drink, it is the principle of the matter. I don't have to shop at Dunkin Donuts, and no matter what the outcome here, I won't. The issue is not that the drink was not made properly in the first place, but that no one thought it was their responsibility to fix it. If the store bears the Dunkin Donuts name, they should all provide collective customer service. If not, what is the point of it being a franchise? They need additional customer service training, if nothing else.

Business Response: We have reached out to our Operations Manager who oversees this franchise.  We have also sent a complaint to the Franchisee of this particular store. Each Dunkin' Donuts is individually owned and operated.  We are looking to have a resolution to this issue. 

Consumer Response:

The manager of the store where I originally bought the drink that I bought contacted me, spoke to me personally, apologized on the store's behalf, and sent me a $10 gift card. That store has done more than their part. My issue was not with them in the first place, but first with the second store that wouldn't give me another drink and secondly with the corporate office that stood up for that second store. What is the job of corporate if not to make sure that all franchises operate in unity? I don't want to hear that all franchises act independently because they are all tied together with the corporate logo. If each store is a separate entity, why are they not called "Joe's Donuts" or whatever they want? The gift card that I am getting in the mail is good for ANY Dunkin store . . . is that not a corporate tie-in? I have spoken to managers of both ****** and ****, and they both said that if this would have happened there, ANY of their other stores would have given me a replacement drink. They obviously know the meaning of customer service under the brand name. It's a shame that the *********** DD had to go above and beyond to fix the poor customer service of another store and the corporate office. That man should get a raise. Oh, but that would be impossible, since that would have to come from corporate, who says that each store is it's own entity.


I WILL use my DD gift card, but then I don't anticipate going to DD ever again once it is used up, unless of course I am passing by the *********** store again. They, at least, know how to treat their customers. A friend told me I can get a DELICIOUS Vanilla Chai at ****.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/16/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The customer in front of me purchased a dozen donuts. He requested a receipt as he would need to submit it to his company for reimbursement. He was told the printer was broken but other customers were receiving receipts. He was told by the shift leader, ****, that he could not receive a receipt. Another employee came over, took a blank piece of paper and wrote "Dunkin Donuts, One Dozen Donuts, $9.99" and then signed it illegibly. When the customer told them this was not acceptable they "rectified" the problem by writing "Manager" under the signature and including the store's phone number. The customer again told them this was unacceptable as it was unofficial, did not contain any company logo, etc. He was then ignored despite politely asking again and again for receipt. Neither employee apologized to him for this matter. He ultimately left when his requests for help were unanswered. I am very upset with this treatment and as someone who submits expenses myself, know that this man will not get reimbursed because of the shoddiness of this "receipt" he was given. This is entirely unacceptable. Notably, **** was very frazzled. This store is clearly mismanaged and I believe she was just trying to keep the customer flow going. The manager of this store should do a better job of making sure his employees are comfortable enough to deal with customer issues.

Desired Settlement: Obviously there is no way to know who this customer was so they cannot apologize or offer a refund but this store needs to understand that people need proper receipts in order to be reimbursed.

Business Response: Since all of the locations are individually owned and operated businesses, all complaints and/or concerns are handled directly by the franchise owner. Therefore in order to notify the appropriate people, we will be communicating with the customer via email to determine the location of the restaurant that she visited. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/11/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I work near this Dunkin and go there 4 times weekly. The past few times donuts have not been fresh and workers take a donut from the very back and not the front - not sure if they are taking the older ones first to get rid of them and move them. This past Tuesday I went to drive up, order glazed and jelly donuts. When I got back to the office, the jelly donut was torn in half - almost completely separated - as if someone put their finger in the middle of it. Prior to this incident, many times I was given the wrong donuts and could not do anything about it because I noticed it when I got back to my office. Who feels likes going back and have them correct their error? Not me.I went the next morning asked to speak to the supv and an 18 yo named **** was the so called mgr at *** ** I then asked for the store manager or franchise owner. I was told her name is ****** and no one knew when she would be in. So I have called 3 days in a row, spoke to ******** - very nice - she took my number down told me she called ****** and ****** would be calling me back. No call back from ******. There is NO customer service at this franchise. I ll stop going to this on as did many of my colleagues who work at the office in the back of this ****** shopping center when ******** *** is. When the teenagers who work there in the morning are rushed because they are very busy, they don't check to be sure the food is edible or no damage to the donuts. I should have taken a picture of the awful tear in the jelly donut. Donuts do not appear to be fresh, you can tell some of them are not when you touch them or bite into one. Customer service there has gone downhill as is evident by the owner not calling me back.

Desired Settlement: DesiredSettlementID: Refund I want to speak to ****** my self - on the phone and want to know why she did not reach out to a customer who has requested to speak to her, 3 days in a row. i was also told she owns another franchise in Venice and was on the other coast. I asked for her phone number and ******** would not give it to me, she said she had called ****** back each day I called but I never got a phone call from ******.

Business Response: Called and left a message with the guest We are looking for the exact location so that we can file the complaint. Each Dunkin' Donuts is individally owned and operated. We also sent a email requesting the exact store location.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/6/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/12/12 at 5:33 p.m. I went to Dunkin' Donuts (store # 343672) I wanted decaf coffee and a bagel - no bagels were made, which was my prior complaint which was ignored by corporate and the store owner and when I asked for the decaf coffee I got regular. I walked back in the store and asked the kid if he had in fact given my regular he said yes by mistake and then gave me decaf, which I thought was fine it was just a mistake, however, when I got home with the coffee it was disgusting - burnt like at the end of the pot taste. I don't care if it is only a couple of dollars, it's the fact that every time I go in this store they are out of bagels and the coffee is always burnt tasting and at this point I have been asking for a refund for the past 2 weeks from corporate and the store and both have been ignoring me.

Desired Settlement: $3.08

Business Response: We have communicated with the corporate field executive that oversees this particular franchise.  They have requested to have the Franchisee to follow up with the customer as soon as possble.  Each Dunkin' Donuts is individually owned and operated.  We are looking to resolve this issue to everyone satisfaction.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/29/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A hand packed quart of chocolate almond ice cream was purchased from the Baskin-Robbins located at 6114 Quince Road on 09/14/2012. There were two employees, young males working on this day at approximately 6:00 p.m. As I entered the store, the young male with the longer hair was sitting on the sink counter, which was the first indication that this was inappropriate in a restaurant establishment. My daughter ordered two scoops of ice-cream as well. As the other male fixed her ice cream, he proceeded to put the top on but the ice cream fell over in the cup. He proceeded to put the top on, and I had to quickly let him know the ice cream actually hit the counter. Once I arrived home, and began to eat my chocolate almond ice cream, after the third spoon, I noticed something long dangling from the spoon of icecream I almost put in my mouth. I immediately analyzed what the dangling item was and discovered it was a long piece of hair with a very slight curl to it. I was immediately disgusted and put the remaining contents back in the quart to return to and get replaced the following day.

I entered the store this afternoon and explained to the employee, initially the y what was found and it was my desire to actually get a fresh quart of ice cream minus the hair. She initially began to question me about the hair and I told her she could have a look herself. Mr. **** **** then joined in and said how long did you have the icecream it’s melted. I explained to him, the issue is not the melted ice cream, it is the hair that was found that I almost put in my mouth last night. I presented my receipt from the previous evening and he was still not concerned about that. I immediately told him, I just wanted my fresh ice cream. It was evident, I had my receipt and the quart was still full, despite the ice cream being melted. I was literally dumbfounded that his concern was not with the hair found in the ice cream, but over the ice cream being melted. I told him I could not believe that he was worried about melted ice cream versus serving a dedicated customer and fixing the problem! A very unhealthy and unsanitary problem at that! He refused to replace the ice cream, despite me having the receipt, nor did he attempt to find the hair.

I am not a liar and do not appreciate being treated like one, when I brought the evidence back with my receipt. I then left the establishment, without fresh ice cream or a refund. On my way out the door, I told him I would get my refund from my bank. As I began driving I realized I should not have to be the one to call my bank because Mr. **** **** did not provide appropriate customer service, nor a healthy product. I went back to the store and requested he refunded the ice cream to my card since he refused to give me a fresh quart. His response was “I’ll give you the melted ice cream back!” I was flabbergasted and livid that he even offered that and beyond offended.

I attempted to explain to the lady worker about giving great customer service especially when the business is in the wrong. In the end, he finally gave me the cash back because he did not know how to refund the credit card back, even after reading the manual. He continued to chastise the situation by giving me a thumbs up during inappropriate times of the conversation. I did not go in the place of business cursing, loud or anything along that nature. It was not my intent to get a refund, it was my intent to get my quart of ice cream replaced. I have never been so offended and felt belittled in a place of business in my life. This type of customer service is never warranted under any circumstances. As we exchanged information, as I waited on the other side of the counter, I actually observed a small bug crawling on the counter space where the icecream is exchanged. I did take a picture of this and will be sending this information to the health code department. I will be glad to send the BBB a picture of this as well. Information from my receipt -- Transaction # *****, 09/14/2012 6:04 p.m.

Desired Settlement: Desired outcomes include written reprimend, suspension and or removal of Mr. ** ** **** for his demeaning and belittling inappropriate and offensive conduct. In the event that will not occur, then intensive customer service training for Mr. ** ** **** with follow up and evaluations consistently to improve the quality of service rendered to all customers.

An apology for this inappropriate behavior is also warranted from the establishment and even the corporate store. I have been a loyal customer of Baskin-Robbins with the bank statments to prove it, this particular location was my first, but will definitely be my last.

Business Response: We have reached out to the guest and have refunded the amount due to her.  Our Operations Manager, who is a corporate employee that oversees the franchise, reached out to the guest and was able to resolve this situation to the customers satisfaction.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/13/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My ** year old son went into Baskin Robbins store #56 and placed an order for Chocolate Chip & Gold Medal Ribbon on a sugar cone, Chocolate Chip on the bottom as always. He also ordered himself an Oreo Cookies & Cream Sundae. When my son brought my ice cream out to the car, I took a couple of bites, and I noticed that the scoop on the bottom was Cookies & Cream, instead of the Chocolate Chip. The employee had scooped the wrong flavor. I've had to catch this error on a few occasions because they do look similar and also, sometimes the employees don't remember your order. When I sent my son back inside to ask *****, the manager to fix my order, she removed the top scoop, with attitude, and then proceeded to scoop the Chocolate Chip, placed it on my cone, and then replaced the eaten scoop of Gold Medal Ribbon back on top of my ice cream. That is unsanitary and not what I paid for. I, then went in myself to asked her to prepare my ice cream appropriately. She refused to make it fresh, mentioned that she repeated the order to him (although she still scooped the WRONG FLAVOR) ***** knows that she was incorrect in preparing this order, and that's why she replaced it in the first place. But to refuse to fully correct an error made on her behalf is unacceptable. Needless to say, I left that ice cream right in the stand, and have followed up with the corporate offices in Canton, Massachusetts. Here it is, almost 3 weeks later, when I was told that I would hear from the owners in 2-3 business days, I still haven't heard from anyone as of yet. After 3 more phone calls to the corporate office to let them know that I hadn't heard from the owners of the franchise, I was told that I would hear from the corporate employee of that district, that never happened either. When I called back again, the receptionist was rude and condescending and had no knowledge of the organizational structure of the company, and when I asked to be transferred to her supervisor I was transferred to a general voice mailbox. When I attempted to call back again I was disconnected.

Desired Settlement: I would like my ice cream prepared as ordered in the first place, or a full refund, in addition to complimentary ice cream coupons for such bad customer service and no customer follow up after almost 3 weeks, when a 2-3 day response was promised from Dunkin' Brands, Inc.

Business Response: We have reached out to the Executive Field Representative and the Franchisee to get this matter resolved. Each Baskin Robbins is Individually Owner and Operated. We are working on a resolution currently.

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 took your representative 3 weeks to respond, once he did, all I received was a free Sunday for my son, which the employees at the store tried to make me pay for. So...once again I had to go back home and call the corporate employee again, to tell the store that my sundae was supposed to be complimentary. Then I had to go back to the store to pick it up!! This is too much trouble to go through!!! After being promised a 2-3 day follow up, this has turned into a terrible saga of people and a company that clearly do not care about customer service...what else is new??


 

 

Business Response: We are working with te Franchisee to officially resolve this matter. The Franchisee and Operations Manager has reached out offering numerous ways to satisfy the customers complaint. We will continue to work on this matter.

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.

They did not offer multiple ways to resolve this matter. They simply gave my son ONE free sundae, after over a month of phone calls and complaints to the BBB, and another visit to the store, only to have them try to recharge me for the ice cream cone that I'd initially paid for in the first place, causing me to have to go back home and call the corporate employee AGAIN to try to straighten out the nonsense AGAIN!!


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/15/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In October of 2011, I signed up for the dunkin perks reward program, which provided you with a monthly reward check for automatically recharging and using your Dunkin Donuts gift card. In February of 2012, I realized I had not received a reward for January and February. I emailed several toimes and received no repsonse. When I finally called in March, I was told that the program had been stopped in 2012. I asked the customer representative why I was notified and why the site and their voicemail system still spoke about the program. She said an email was sent out and that they had not had time to update their site and voicemail. Please note: As of April, the website still discussed the details of the program and allowed a person to sign up (have screen print) and the voicemail system said reward checks were mailed at the end of each month. I then sent a letter explaining the situation to the Customer Service Department at the Corporate Office in Canton, MA. I requested my rewards for Jan-April based on the lack of information and deceptive website. As of today, I have not received a response.

Desired Settlement: I would like my rewards for January-April ($24.00) and their website and voicemail systems updated stating the program was put on hold

Business Response: We are currentlyworking with the appropriate person and escalatingtyhe situation.  We will have a rsult or the guest within the next 5 business days

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.  

Business Response: We have sent a request from our legal department to handle this customers complaint as it is regards to a program no longer in existence.  They will be communicating with Ms. *****.

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. Your message does not state anything other than that I will hear from your legal department, which I have not yet received.    

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 6-18-2012 i ordered a breakfast combo meal.. The meal was to come with a coffee. but the clerk did not ring up the meal correctly and charged me an extra 2.04 for the coffee that should have come free with the value meal. the lady Cashier (******** *.) apologized but said that there was nothing that could be done.

Desired Settlement: I think that because of the situation a DD gift card would renew my faith in dunkin donuts service.

Business Response: We are currently addressing this complaint.  Dunkin Brands has requested more information from the guest, such as which store the event took place.  All Dunkin Donuts stores are individually owned and operated.

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: We have requested from the customer the store location from where the purcase was made.  Each Dunkin' Donuts store is individually owned and operated.  We require the store location so that we can resolve the situation.

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 reason i reject this response is i provided the store location and have received no further information. 
Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The 3720 Tampa Rd, Oldsmar, FL 34677 location is the one I've had some issues with. I don't have the receipt with me, but I think the orders described below occurred separately within 2 days of each other... either way, I still ordered about the same time of day. I ordered a Cappuccino Coolata and the 3.99 for 6 donuts special around midnight from this location (2 glaze, 2 oreo cream filling, 2 oreo crumble). I did not taste anything I purchased until I was almost home, but I found that the Coolata tasted like it had some fruit flavor in it? I was not sure if it was just me, but I figured it was a cheap drink so I won't be upset over that. I am not sure if they may have mixed it with something by accident, or if it was a cup accidentally filled with something else, then dumped out and reused? The main issue I had was the oreo cream filled donut: I understand it was midnight, and the donuts were made who knows how long ago, but that one donut caused me to have a bad case of food poisoning for the next two days. Immediately after I ate the donut I had diarrhea which I thought would pass, but then I had headaches and stomach aches and the worst case of burning diarrhea I've had for two days. I did try to contact someone using the Dunkin website, but it's been two days and no one has responded.

Desired Settlement: I don't think you should keep old donuts out long enough for it to grow bad things on it, they should always be good quality, regardless of time of day. As for the coolata drink, or any drink, I am not sure why it tasted so weird, but if anything else touched the inside of the cup at any point, it should be thrown out and not reused, I should not be tasting fruit in my coffee flavored drink. My stomach is better now, but I feel I should be refunded what I paid for the donuts and the cappuccino coolata: it was 3.99 for the donuts but I forget the price of the coolata. I only ate that one donut out of the six I ordered but threw out the rest. Also, I think you should be a bit more watchful on the midnight crew. Although it's midnight and they aren't incredibly busy, the quality of the donuts should not be affected. I should not have to be afraid of when is the right time to order a donut that won't give me food poisoning, or fear that I won't get a good quality drink because it is midnight.

Business Response: We have called and left a messages with Ms. **** to get this matter resolved. A phone number was eft to call a supervisor directly to go over the issue and to follow up with the franchisee. All Dunkin Donut retaurants are individually owned and operated.

Consumer Response:

I have not received any voicemail messages left onto my cell phone?  I have received calls from unfamiliar numbers, some of which they may have been the caller, although I am not sure which number to call back as I have also received telemarketing calls. I won't answer an unfamiliar number for that reason, and if there were a message left I would have seen the transcription (I have the Google Voice application on my phone which allows me to see transcribed versions of voicemails left, if there were any I would have seen.)

If you can please provide the phone number I should call back that would be great, sometimes my phone number is weird where people do call it. I'm usually unavailable to call during the day, so emailing me would be the most efficient method to contact me. Thank you!

 

 

Business Response:

I was finally able to get in contact with the guest to let her know we are working on the case.  As stated before, each franchise is individually owned and operated  I have followed up with the field exeutive that overees thi frachise for resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/12/2012 Problems with Product/Service
8/11/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On july 9th I visited Holden Maine dunkin donuts at 6:05am. I went into the store to order. I placed an order for a coffee and ham egg and cheese on sesame bagel. After ordering i proceeded to the end of the counter to wait for the sandwich. After waiting for 5 minutes and watching people who ordered after me get their food order, I asked the manager for a refund of my $ for the sandwich I did not get and could not wait any longer as I was late for work. I also pointed out to her that people after me had already received their order. The girl making the food told the manager she " couldn't find the sesame bagels" at that time the manager told her where they were and then told me "shes's going to make your****** sandwich now." I told the manager I could not wait any longer. She responded "it will be ready ib a minute" then turned and walked away. At that point I was thoroughly disgusted and left. As soon as I had cell service and the customer service line at the corporate office was open I reported the incident. At that time I eas told the store owner would contact me in 2-4 business days. That time elapsed with no phone call so I called the corporate line again. I was then told the store owner and the corporate liasion would be calling. I was also told they "were sending me a gift card right out for compensation for my troubles. As of this day I have called the corporate line 6again times and assure my complaint would be elevated. I still as of july 25th9th not received a phone call or compensation. I also have not received my refund as promised. I am tired of being ignored and not treated properly after my money has been essentially stolen from me.

Desired Settlement: I would like a letter of apology, my original purchase money refunded and an appropriate compensation via gift card for all the time and phone calls I have had to make for this gross level of poor customer service.

Business Response: I have reached out to the guest letting the guest know that I am following up on his case. I left a detailed message for the guest to follow up with me. We have also reached out to the corporate employee who oversees the franchise. Eac Dunki' Donuts franchises are individually owned and operated.

Consumer Response: I find this response a complete fabrication! I have not EVER, received a response from ANYONE at ANYTIME. as indicated in my inital complaint i have been told numerous times that I would be contacted in 2-4touch business days!! It is July 27th and well more than 2-4a business days have passed without a single call from anyone!!! At this point I am considering theft charges for the money taken from me and not returned! I find this response a further attempt at poor customer business practice from a large corporation that is taking their business for granted and think they can dismiss piddly little me as they have plenty other business from unsuspecting clients. I expect immediate action as this incident has been nearly 3 weeks ago.

Business Response: I have spoken directly to Mr. ******** on Monday, July 30th.  He now has my direct number as I will be following up on this case. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/4/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 12, 2012 at 5:53pm I bought two ice cream cups. One of the cups were a kids cup that was for my 2 yr. old and the other one was for me. I had a single cup with almonds inside of it. While I was driving home with children in car with the air on I began eating my ice cream. I was almost finished with my ice cream when I notice a different taste inside of my mouth. I spit it out into my cup to see what it was. I had been chewing on a fly that was inside of my ice cream. Very upset! Never had anything like this happen. The next day I had to recieve medical attention for food borne diarrhea.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I am very dissapointed and will not patronize Dunkin Donuts/Baskin-Robbins.I want to be reinbust for my medical bills as well as medicine that I am currently taking now. I also purchase ice cream for my 2 year old. I thank God I did not give it to her. She could have been the one eating this without knowing what was in it. I am glad that I did not even give her any of mine.

Business Response: We ave received the complaint filed by the guest and have responded.  We have asked via email that we find out what store this incident happene so that we can file the complaint appropriately.  Each of our Baskin Robbins store are individually owned and operated.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/17/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Tuesday, May 29 at aproximately 3PM I went through the drive-thru of this DunKin Donuts and ordered a iced coffee. When the Drive through employee handed me the cup, he said "oh its dripping" and wiped it off, then
handed me the cup. when i grabbed it, coffee squirted through a slit on the bottom of the cup on me and all over my car, car stereo, and the laptop in my passenger seat. I drove to the front door, got out, and went inside. I
told the employee what happened quite loudly. The manager came out of the back and I repeated that Coffee had gotten all over, mentioned my laptop covered in coffee. He shrugged an went in the back. Totally ignored me.
The person behind the counter handed me another coffee and said theres some napkins. No mention of the fact that it got on my laptop, no response about my car stereo being soaked. I filed a complaint with corporate, and
the owner of this dunkin donuts got ahold of me around 5 PM the same day. He said that the manager never spoke with me (a lie) and that the situation is kind of He said - She Said! So he's calling me a liar. if this were a *********, they would be bending over backwards! But I simply get called a liar on the phone and offered another coffee. Product

Desired Settlement: Since replacing the keyboard on my laptop from the coffee spill cost me $91.00, and i have receipts to verify this, I would like to be reimbursed for this. That was a direct result of the employee's ignorance. If the business
refuses I will make this incident publicly known by way of the newspaper

Business Response: We have contacted the guest to inquire the exact location of the restaraunt.  The reason for this is that each store is individually owned and operated.

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.


 

 

Business Response: We have sent an email to the customer requesting the exact store location so that we can resolve the situation. All Dunkin' Donut stores are individually owned and operated.  Once we receive the store location, we can resolve the issue.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5/8/12 I started an online subscription with them for coffee. They charge me Shipping and Handling: $33.65 I contacted them and they responded saying that it was a mistake and that it should only be $12.85 and that they'd refund me the difference of $20.80. I never saw the refund. They also stated that it would stay at $12.85 for future orders. On 6/5/12 the new order was automatically generated by Dunkin since I had set my coffee subscription
to happen every 4 weeks. This time they charged me again Shipping and Handling: $33.65 I tried to contact them with no response at all back.

Desired Settlement: I love the coffee but not the price gouging on shipping and handling. With no response to this issue you'd think they're basically running a scam. Advertise a price and then gouge the consumer on shipping and handling charges.
I'd continue to buy coffee as long as their shipping and handling charges stayed at what they stated it would be.

Business Response: Dunkin Brands is currently following up on this complaint.  We are currently investigating the shipping and handling and will have this updated as soon a possible.

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.



 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: June 7, 2012 approximately 6:30pm. A cake was selected from the refrigerated/frozen section. The top two shelves were marked $14.99. The middle shelf was marked $19.99 and the bottom had cakes marked $35.99 on the boxes. The cakes on the last shelves were much larger than the one I chose. I chose a cake which did not have any price on the box, and was told the price was $23.99. I pulled a cake of the same size in the same type of box off the $14.99 shelf and it was marked on the box $14.99. The clerk refused to honor the marked $14.99, which appears to be a bait and switch. Product_Or_Service: Ice cream cake

Desired Settlement: DesiredSettlementID: Refund I would like a full refund for the time and trouble this has cost me and a letter of apology from the clerk who rang the sale and the owner.

Business Response: Additional information has been requested to the guest in regards to the complaint filed. We have asked that an exact store location be provided so that we can follow up with the frnachisee. Each franchise is indivdually owned and operated.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/22/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have discussed this situation with 4 people at the Baskin Robbins Customer Service department, and ********.com over 2 days now, but with no help. So I am turning to the BBB to see if they can help. This is what happened: I went to the Baskin-Robbins home page. I was happy and surprised to see they had gift cards now (it was my previous experience that I could not purchase even generic gift certificates for my kids, since each store would only take their own - so I went to **** ***** in the past). Their "homepage" and website do NOT have the disclaimer they sent to me, anywhere (I'll post it farther down below where it is located). It merely states in very small print ON THE GIFT CARD ORDERING PAGE that it is accepted at "participating locations": "Baskin-Robbins Gift Card Terms and Conditions: Cards can be loaded or recharged from $2 up to $100. Card good only toward purchase of Baskin-Robbins or Dunkin’ Donuts products AT PARTICIPATING US LOCATIONS. No expiration date or management fees. Card value may not be redeemed for cash, check or credit unless required by law. Use of a card constitutes acceptance of these terms. We are not responsible for lost or stolen cards. This card may not be resold by any unauthorized vendors. Unauthorized resale or attempted resale is grounds for cancellation. Cards obtained through unauthorized channels will be void. Card issued by SVC Service II LLC. Call ###-###-#### to check balance on the card or for customer service (please have card number ready)." So I wondered where are their "participating locations"? I went to their FAQ (since your site doesn't have a search spot) to see where they were accepted. IT STATES under their GIFT CARD section: "2. Where can I use my Baskin-Robbins gift cards? Baskin-Robbins gift cards are accepted at all stores across the United States. Back to Top" This is found at **************************************************************** , and it is still listed there, even though two people have told me that you would change it, since it is WRONG INFORMATION and nowhere on their "homepage" OR ON THE WWW.************.COM WEBSITE does it say otherwise. The disclaimer they sent me is found ONLY on the *******.com website, UNDER A GIANT PINK BAR that covers 2/3 of the message, INCLUDING 1/2 THE LETTERS OF THE LAST LINE SHOWING: "Baskin-Robbins gift cards are good for the purchase of products at participating Baskin-Robbins or Dunkin' Donuts U.S. locations. Please note, many Baskin-Robbins locations in Minnesota, Oregon, and Washington state do not accept the Baskin-Robbins gift card." (found at ********************************************************************************************************************* ). It's also found on the corporate log in page on carways.com, but with the exact same problem (2/3 of the message is missing under a pink logo bar): ************************************************************************************************** By the way, I never had the link to go to the log-in page until they sent me the invoice/receipt through e-mail. The disclaimer is UNREADABLE unless a person is hunting for it, AND I THOUGHT IT WAS A DECORATION UNTIL I GOT REALLY CLOSE TO SEE THAT THEY WERE 1/2 LETTERS OF VERY TINY PRINT. In order for them to cut and past the disclaimer they sent me in the e-mail below, they had to highlight the page, under the pink bar of their logo, and then paste the message in a different program to make it show up. That's pretty unreasonable to make customers responsible to do (to know that a mostly invisible message is there, copy it, and then paste it into a separate document to find it? Really????). I would have NEVER ordered the customized birthday cards, and spent twice as much as I did at **** *****'s website for the last 2 years, if I had ANY idea that their company didn't accept gift cards in WA. I SEARCHED their site (which it says on the gift cards to do, "Please visit www.************.com for participating locations." There is no place on THAT site that lists the locations, other than in the FAQ, which is where a normal person would look, SINCE IT IS A FREQUENTLY ASKED QUESTION. No one would go to ********.com, unless they were ORDERING A CARD, and they wouldn't be able to read the disclaimer, hidden behind a giant pink banner bar. They messed up, and put incorrect information on their website in nice big Fonts, in addition to HIDING the correct information BEHIND THEIR LOGO on the ******.com website. I would like a FULL refund of the $238.32, because I feel like I was a victim of false advertising (at first I thought bait and switch was the cause, because I bought a useful card, and then had it swapped for a useless card - in both cases I was duped). I have a bunch of usless customized birthday cards with envelopes (full of Baskin-Robbins logos) that I bought for their useless gift cards (that they stated could be used anywhere in the US on their FAQ). Diappointed, ****** ********** ** **** *********, WA P.S. Here is the note THAT WAS SENT TO ME, at closing time today, so I couldn't call them and settle this, dragging it on into another day: "Dear Ms. **********, Per your request, Order #********** has been cancelled. The Refund was for $150.00 and may take 3-5 business days to reflect on the your statement. Please refer to Case # ***** for any future reference. Baskin Robbins did not authorize the refund for shipping and customization costs as the homepage states the following: Baskin-Robbins gift cards are good for the purchase of products at participating Baskin-Robbins or Dunkin' Donuts U.S. locations. Please note, many Baskin-Robbins locations in Minnesota, Oregon, and Washington state do not accept the Baskin-Robbins gift card. Corporate Gift Card Orders If you have any further questions, you may call Baskin Robbins directly at ###-###-####. Regards, Susan Customer Support"

Desired Settlement: I want all the money back I spent at their site, so I can order cards for the kids, from a place they can use them at in WA state. They have sent the $5 for each of the 30 gift cards I purchased ($150 reinbursed on my credit card), but have refused to send me the $88.32 for the "convience fee", cards, and shipping of the Baskin-Robbin customized birthday cards I purchased for gift cards to go into (the birthday cards have "Baskin-Robbin" written on the inside and on the back, so I can't use them for something else). I want a FULL refund for their mistake, that has cost me alot of time, energy, stress, and money that was trusted to me to be used for the kids. I would like the $88.32 that they have not refunded me as of yet. Thank you for your help, ****** **********

Business Response: consumer received money back

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/21/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We are seeking that Dunkin Brands dba Dunkin Donuts “cease and desist” the use of the ad campaign identifying it’s bagel products as “Artisan Bagels”. For Dunkin Donuts to use the term “Artisan” as the cornerstone of their campaign is patently deceptive and misleading to the public. The term is used to increase the marketability of the product by applying a label to it that does not match the characteristics of the manufacturing of the product. It creates the perception that their products are produced by hand, using traditional methods in small quantities. This is not the case. In addition to deceiving the public, the campaign devalues and dilutes the value of true Artisan products like those produced by our company and thousands of Artisan Bakers around the country. The public, as a result of the campaign, will cease to understand the true meaning of the term and its proper application-this is cause for great confusion and harm.

Desired Settlement: Cease and desist using the term Artisan Bagels in their campaign

Business Response:
The word “artisan,” which has been used by numerous other retailers in the food and restaurant industry, is a common term used to describe quality food and authentic, traditional ingredients and taste. We therefore believe it is a fair and appropriate word to describe the line of bagels featuring our new bagel recipe. As the number one retailer of bagels in America, we also believe that the word “artisan” underscores our long heritage of bagel innovation and leadership.

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 response interposed by the business, simply stated, supports my entire complaint.  The fact that they are largest retailer of bagels, and the fact that other businesses improperly use the term Artisan does not make it acceptable or less deceptive.  The term has established a clear definition of being associated with the process, not the flavor or the recipe.  As they have not chosen to address this issue it must be presumed it is because they can not; therefore, they MUST immediately cease and desist this campaign.

 

Regards,

**** *****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered and ice cream cake for my son's *th birthday. He had a very special request, he asked for strawberry cake with white icing and light blue frosting. These details are VERY important to a little child. I was called by the manager 3 hours before I am set to pick it up. She tells me, that they do not have strawberry ice cream with white cake. In fact, I can only choose from chocolate cake with vanilla ice cream or mint choclate chip. Neither of which does he like very well. But I had no choice according to her, additionally I am told that this cake is bigger than the one I ordered and would also therefore cost me $10 more. When I told her I found this infair, that She should only be charging me the orginal price, and really should even discount that price, due to the fact I order was totally incorrect and so last minute I couldn't take my business elsewhere. Her repsonse was if you don't like it take it up with corporate. Well I intend to, and to let everyone else out there know, you can't trust this business and should avoid Basking Robbins at all costs!

Desired Settlement: Desired Settlement ID: Refund Full refund of the entire purchase price and an apology.

Business Response:

Additional information has been requested to the guest in regards to the complaint filed.  We have asked that an exact store location be provided so that we can follow up with the frnachisee.  Each franchise is indivdually owned and operated. 

Consumer Response: I have provided you the requested information in the word document, I am still awaiting a full refund from this business concerns in reference to complaint.



BBB's Final Determination: Consumer accepted resolution offered by the business.

6/4/2012 Advertising/Sales Issues
6/1/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a consumer who frequents Dunkin Donuts in Saint John, Indiana. I purchase two large coffees daily, five times weekly for the past 3 years. I have come into contact with a certain female employee who is very RUDE. She has no customer service skills whatsoever. There is no thank you, how can i help you and the last encounter, after at least 20 prior, is just unacceptable. I have looked over her shortcomings as an employee one to many times. She acts as if she is inconvenienced to be serving you. This one particular incident, May 9, 2012 @ 8 p.m. I approached the drive thru to place an order for a medium chocolate mint chip shake, a two scoop brownie sundae with strawberry cheesecake(or any strawberry ice cream) with hot fudge and whipcream and a childs scoop of bubble gum ice cream. At this time, she huffed, puffed, mumbled about making a shake, informed me "they ain't got no strawberry ice cream", I asked to have a moment in which she mumbled and cut me off. At this time, I proceeded to go inside the store and place my order, in which , I was approached by a black male employee who told me they were out of brownies, but he could make a shake. She preceded to state loudly she wasn't making a shake at 8 p.m. ( this is not the first time this has happen with this employee) she preceded to walk around staring and glaring dirty looks as I preceded with my order with the male employee. I asked the manager name and got a fake name given to me. I looked into the icecream freezer available to be seen by consumers and noticed there was strawberry ice cream, (remember I was told "they ain't got no strawberry ice cream")I preceded to leave with my order a two scoop strawberry sundae with fudge no whipcream or cherry, no thank you and treated as if I was a bother. I am sure the owner/manager would not like his store to be represented with someone such as this with HORRIBLE CUSTOMER SERVICE. I will be taking my business elsewhere after dedicated service for 4 years as a consumer and I will not be back. Product_Or_Service: Cold desserts Order_Number: ******

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like this employee to go through inteense customer service skills, to be reprimanded and should apologize for her rude behavior. I have bought 2 coffees daily for 5 days a week for the past 3-4 years at this location. I nor any other consumer should have to tolerate this kind of customer service behavior. I am very unhappy and will not return until this matter is resolved indefinitely. I will make sure this is posted in our town paper

Business Response: We have filed a formal complaint against this store and requested that the guest be contacted directly by the individual store owner.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/21/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a consumer who frequents Dunkin Donuts in Saint John, Indiana. I purchase two large coffees daily, five times weekly for the past 3 years. I have come into contact with a certain female employee who is very RUDE. She has no customer service skills whatsoever. There is no thank you, how can i help you and the last encounter, after at least 20 prior, is just unacceptable. I have looked over her shortcomings as an employee one to many times. She acts as if she is inconvenienced to be serving you. This one particular incident, May 9, 2012 @ 8 p.m. I approached the drive thru to place an order for a medium chocolate mint chip shake, a two scoop brownie sundae with strawberry cheesecake(or any strawberry ice cream) with hot fudge and whipcream and a childs scoop of bubble gum ice cream. At this time, she huffed, puffed, mumbled about making a shake, informed me "they ain't got no strawberry ice cream", I asked to have a moment in which she mumbled and cut me off. At this time, I proceeded to go inside the store and place my order, in which , I was approached by a black male employee who told me they were out of brownies, but he could make a shake. She preceded to state loudly she wasn't making a shake at 8 p.m. ( this is not the first time this has happen with this employee) she preceded to walk around staring and glaring dirty looks as I preceded with my order with the male employee. I asked the manager name and got a fake name given to me. I looked into the icecream freezer available to be seen by consumers and noticed there was strawberry ice cream, (remember I was told "they ain't got no strawberry ice cream")I preceded to leave with my order a two scoop strawberry sundae with fudge no whipcream or cherry, no thank you and treated as if I was a bother. I am sure the owner/manager would not like his store to be represented with someone such as this with HORRIBLE CUSTOMER SERVICE. I will be taking my business elsewhere after dedicated service for 4 years as a consumer and I will not be back.

Desired Settlement: I would like this employee to go through inteense customer service skills, to be reprimanded and should apologize for her rude behavior. I have bought 2 coffees daily for 5 days a week for the past 3-4 years at this location. I nor any other consumer should have to tolerate this kind of customer service behavior. I am very unhappy and will not return until this matter is resolved indefinitely. I will make sure this is posted in our town paper as well and make sure people are aware.

Business Response: We have filed a formal complaint against the specific Dunkin' Donuts / Baskin-Robbins store in question and have requested that the franchisee reach out to the guest in order to address the issue. All of our stores are individually owned and operated franchises, therefore, this issue must be handled at the store level.

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 #*******.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There are ants up and down the walls. I smashed 2 of them before I realized there were too many to get rid of.  Moved mine and my granddaughter's chairs away from the wall.  Next the woman behind the counter kept sneezing, not once did she change her gloves.  She was taking the money and serving ice cream.  She was blowing her nose with her gloves on, walked outside, came in, blew her nose again, threw the tissue in the garbage next to our table, walked behind the counter-never changing her gloves or washing and started serving ice cream again.  We threw our ice cream away and left.  I will never go to this place again, and this was a favorite of my kids and my grand kids.

Desired Settlement: Desired Settlement ID: No settlement requested - for If possible a refund would be appreciated. I paid a little over $11.00 for four ice creams.  Thank-you

Business Response:

We requested additional information from the guest in order to identify the specific Baskin Robbins since they are all independently owned businesses.

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.



BBB's Final Determination: Consumer accepted resolution offered by the business.

4/11/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern: I've never experienced such ridiculous customer service in my life. When my two friends and I walked in to this particular location on Saturday, March 24, we weren't greeted, nor were we asked what we wanted when we approached the counter. After waiting for a couple of minutes, and after watching all of the employees serve other employees, I signaled for one of the employees and she came over, looked at me, and then asked my friend what she would like. She then asked my other friend what she would like, but my friend quickly told her that I was next. She then looked at me and said "What do you need?" I was shocked that I was not spoken to in a less friendly manner than my friends, but I told her what I wanted. She then stared awkwardly at me for a second before actually scooping it. She just handed it to me without saying "Thank you," "Here you go," ... anything. After that, my friend ordered her ice cream and the three of us walked to the register to pay. When we walked to the register, the employee just stared at us, not asking what we had or anything. We eventually told him, he rang it up, and we paid. He didn't even thank us before we walked out. That was the second time something like this had happened at this location. A few days later, on Monday, I called the Baskin Robbins customer service hotline and spoke very briefly to a representative. She asked if I'd like to be contacted by the owner, and I told her that I would. A few hours later, I was called by the owner, *******, who left a message. When I called him back at around 6:15 p.m., he answered the phone and did not even attempt to apologize for what happened. He asked me to tell him what happened so he can decide if his employees need more training or not. I began to express my concerns, including his employees looking at me like I was an idiot, and about a minute later, he interrupted me by raising his voice and saying "Hold on, miss. Before you go any further, I'm going to correct what you just said. Now first off, before you continue talking about something you don't know about, you should know that two of the kids I had on the floor that night were new. All of my employees have name tags, so had you paid attention to their names, you'd be able to give me an accurate complaint..." I then interrupted him asking if he was serious and he proceeded to over-talk me multiple times. I again asked if he was serious, and he continued to over-talk and yell at me, calling me "young lady" and speaking to me in a condescending manner. I then told him that it is inappropriate for him to ask for my feedback, and then try to correct what I'm saying. I also told him that I found his tone unprofessional and that it might be a better idea for me to contact the corporate office for Baskin Robbins again. He then said "You know what, I think that's a damn good idea. You can contact them and we can have this same ****** conversation right here in my store, all three of us." I told him that I would not allow him to disrespect me, and that I was going to contact Baskin Robbins directly, because these issues seemed to stem beyond the employees I dealt with. He then yelled back at me, "I tell you what, ma'am, I don't care. Right about now, I'm done speaking to you. You obviously don't anything." It is obvious that ******* lacks professionalism and common courtesy. It is also evident that he does not understand that good customer service is the key to good business. I've never felt so disrespected in my life.

Desired Settlement: I would like to be refunded by either check or a Baskin Robbins gift card that I can use at any Baskin Robbins, aside from this one. The refund should equal or exceed the amount paid for the two double scoops and the Cappuccino Blast.

Business Response: A complaint was filed against the store and the guest was contacted by the Operational Manager who oversees the store since the conversation had gone poorly between the guest and the franchisee. The complaint was settled after their conversation.

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.



BBB's Final Determination: Consumer accepted resolution offered by the business.

3/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Friday evening (Feb 3) I went through the drive through at Dunkin Donuts on Knoxville. I purchased 4 apple fritters for Saturday morning's breakfast. While consuming one the next morning I discovered the apple fritters were burnt and threw the one I began eating out. I decided to return the 3 left and ask for a refund for the 4 burnt fritters as I had my receipt showing proof of purchase for 4 items. At first the sales associate refused to grant me a monetary refund stating she could only give me an exchange and insisted I was being unreasonable. I told her my receipt shows my purchase and I just wanted a refund. The associate continued to refuse me the refund and began talking loudly in a dialect I was unable to understand. Another sale associate (one which I could understand) stepped in and said she understood what I was saying and would call the manager. The manager told her to refund for the 3 I returned. I explained again the 4th one had a bite out of it and was thrown away as it was burned just like the 3 I was returning. Initially expected a refund for the three I returned but then thought it only fair to get reimbursed for all four because I had proof of receipt. All store employees that looked at the apple fritters agreed they were burnt. I was then asked to return later. I stated I should not have to return later. After more conversation between the workers, and realizing I was unable to understand what was being said, I had to leave the store due to possibly being late for my office. I informed the sales associates I would submit a complaint to you. I took my receipt and the burnt fritters with me. I understand the amount of this complaint neither breaks me or the business; however, as a consumer I feel justified to submit this to you. Please advise. Product_Or_Service: Food Order_Number: *** Register: 5 Account_Number: Store # 342731

Desired Settlement: DesiredSettlementID: Refund A refund of the cost ($7.00) of four apple fritters.

Business Response: We have forwarded your comments to the franchise owner of this location as well as our field executive to make them aware of your experience and have asked that they reach out to your directly in order to address this.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am really perturbed at the manager and many of the employees here for various reasons. I always have some sort of problem when I go here...1. They forget to give me an item and I have to remind them 2. They charge me for the wrong item 3. They forget or do not know how to put a coupon in 4. The employees seldom treat me deferentially (they make negative comments about me, I never see a smile, and I scarcely hear a thank you) 5. Their prices are pretty ludicrous  6. They are ALWAYS out of some item (bagels, ham, turkey, donuts, large cups, etc.) I REALLY WANT SOMETHING DONE ABOUT THIS BECAUSE IT OCCURS INCESSANTLY AND IF THEY DO THIS TO ME THEY MUST DO IT WITH OTHERS. I AM BEING COMPLETELY CANDID ABOUT ALL OF THIS. I have spoken to the manager regarding these incidents but he does not do anything about it or even show any sympathy!!!!!!

Desired Settlement: I want them to be closed down until they can have better service. I have never been treated this way at ANY fast food restaurant and this is so absurd. I sometimes feel I am taken advantage of there since I am a kid and they do not think I can do anything about this. I REALLY WANT AT LEAST SOMETHING DONE AND A REPLY FROM YOU OR THE LOCATION REGARDING WHAT WILL OCCUR.-Thank you

Business Response: We're requesting additional information from the guest as all of our stores are individually owned and operated businesses so specific store information is needed to identify the Dunkin' Donuts in question.

Consumer Response: I am talking about the Dunkin' Donuts at  *** **** **** ******* ***** ****** **.  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.






BBB's Final Determination: Consumer accepted resolution offered by the business.

2/7/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Dunkin Donuts on 153 Mass Ave. hasnt accepted DD Gift Cards since after Christmas; pretty ironic since they probably did thousands of dollar worth of gift card sales over the holiday. They claim the system cant process the cards however they have no problem with credit cards, debit cards, or cash. Ive been to multiple other Dunkin Donuts around the area that have no problem accepting their gift cards.

Desired Settlement: I would just appreciate if the matter was investigated.

Business Response: We have filed a complaint against the location for not accepting the DD card. The terms and conditions for the card do state at participating locations.

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 # *******.

They have accepted gift cards in the past and do not say "We do not accept gift cards." The last three times I have tried since after Christmas they have blamed it on a faulty machine.  

If they are not going to accept gift cards period - this should be posted somewhere in plain sight.  I do not believe this is the case however and simply believe they are dragging their feet on "fixing" a faulty machine.

Regards,

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

 

 

Business Response: We have filed formal complaint against the franchisee and asked them to follow up with the guest.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/31/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a coffee cake muffin the week before Christmas at my local dunkin donuts. When I got back to work and started to eat it, I found a very large, approx. 2.5" long, insect leg inside of my muffin. I took multiple photos, contacted corporate and was given a case number. (Case# *******) They said that it was a situation that was to be handled by the individual franchisee, and that someone would be in contact with me. I was contacted by ***** *******, district manager, and was told that he would give all of the info to quality control, and he asked me to forward him the photos of the insect leg and muffin, which I did. I was told I would be sent a generous gift card to compensate for my disgusting experience. I was looking forward to that, as I probably will NEVER eat food from a DD again, but I do enjoy their coffee, so I would definatley use the gift card. Imagine my disgust when I recevied a $5 gift card. This barely covers the cost of the coffee, and insect-filled muffin that was purchased that day!! I drink a LOT of DD coffee... not only from the local shop every day, but I also purchase the bags of coffee from my grocery store to use for my business every day, as well as home/personal use. I am so disappointed with DD's lack of care of concern in this matter... this was a HUGE insect leg! I dont know how it got in my muffin, but I was very disgusted and it is awful to think if I ate any of that before I noticed it. I think that they should take this more seriously, and I feel that I should have been compensated a bit more, considering I kept this very quiet.... My first reaction was to post the photos on their Facebook wall, so everyone could see how well they handle the cleanliness in their bakeries. however, I chose to keep it private, contact corporate HQ and handle it more professionally.... and I get a $5 gift card??!! Not the way to keep a good customer, or show that you are concerned with the health and safety of your customers or your products.

Desired Settlement: I would like a "generous" gift card, as promised for my experience. I spend over $50 a month in the local DD shop, not even counting how much I spend purchasing bags of DD coffee in the store for my home and business. I would think that a gift card that I could use to purchase coffee for a couple of months would ensure that I would continue to be a customer. As well as some coupons for bags of coffee, or free bags of coffee shipped to me, would be nice as well. Again, I purchase a lot of DD coffee, and their are a lot of other places I could take my coffee business to. I like DD coffee, and would like to continue being a loyal customers, but I would need to feel that they took this claim seriously, and want to retain my business.

Business Response: We have escalated this case to the franchise owner and asked them to follow up with the guest. We have also mailed the guest a gift card and two lbs of coffee.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/12/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Yesterday I bought ONE and ONLY ONE ice coffee. I checked my checking account today and found I was charged five times for one coffee, from two clinton mass locations. I then looked back at previous charges and normally on days I buy one or two coffees I have been charged three or more times previously!!! The charges are from stores *******(one charge) and *******(four charges) I bought ONE coffee yesterday. I've been a customer for YEARs, and now I realise I have been getting ripped off since using my debit card as payment??? YOU KNOW HOW MUCH TIME ITS GOING TO TALE TO GO THROUGH ALL MY PASSED DEBITS to find out just how much money that's been stolen from me? THIS IS INSANE!!! YOU SELL FLAVORED WATER!!!! but You have to rip off customers to make profit? the web address below is a scrreen capture of todays bank statement that shows the five charges from two locations, for the actual purchase of ONE ICE COFFEE! **********************************************************************************************************

Desired Settlement: iI WANT ALL THE STOLEN MONEY BACK, ASAP! While I am waiting for my bank to send me all my passed statements. I'm going to start asking around and see how many others have been scammed by this company. Seeing if any blog members, forum members, friends, relatives, friends of friends of friends on facebook and more, have been ripped off like i have.

Business Response: We have escalated this to the franchisee and asked them to follow up with guest to facilate resolution.

Consumer Response:

Since July 1st, 2011, we have found over 51.00 in over/double or more charges from dunkin donuts. I have been using my debit/credit card sfor years at Dunkin donuts. How much money has actually been stolen? I have been buying products from dunkin donuts for over 20 years. THIS kind of treatment is just unacceptable!

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/10/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I go to this Dunkin Donuts probably on average 10 times a week. Twice a day mon-fri. The girls that work here are fabulous so I always tip them as does alot of other customers. I was told today by some of the employees that the tips are split and given out to each person at the end of shift, at that point they log there tip amounts in a daily log. Then at the end of the week the tip amount is taken out of each of their paychecks. So in short we the customer are paying part of their salary and these poor girls are not getting any of the tip money that we the customer think is a gratitude to them. This sickens me for many reasons but to make the custmomer believe that they are leaving a gratituty, when in fact we are just making a donation to the establishment. This cannot be legal. Product_Or_Service: coffee

Desired Settlement: DesiredSettlementID: Refund The money should be given to the employees that it belongs to. The money was always theirs and never should of been taken from them in the first place.

Business Response: We have emailed guest requesting the store location so we can notify the franchise owner of their concerns.

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 # ********

I am rejecting this because nothing has been done yet in regard to the fact that this franchise is ripping their customers off........

Regards,

****** * ****

 

 

Business Response: We have documented the guest concerns and escalated the issue to the frachisee. Guest has been advised our shops are individually owned and operated.

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 # ********

Thanks for the response. I am not only let down but also feel completely ripped off. I understand that they are individual owned and this does not reflect my opinion of Dunkin Donuts as a whole, which is good for you. If you knew how much money I spent here a year you would probably fall over!!! I just really want to make sure something is done about this. How can this owner let his/her customers think they are tipping the staff when in actuality they are just putting more money in his/her own pocket. It sickens me. I know it it Immoral but is it Illegalto put out a tip jar and lead customers to believe that they are tipping these hardworking employees when in fact the money is going directly to the establishment. So in fact we the customer are paying part of salary of these employees. I just want this to be thoroughly investigated and am trying to figure out the best way to do this. I personally feel ripped off. I cannot even imagine how much money I have had basically "stolen" from me! It is expensive enough for me to buy the many products including 2lbs of coffee per 2weeks, 3 to 4 large coffees a day, and the array of products we buy for lunch and on weekends bagels and donuts. But on top of it handing money over to someone who didn't have any right to it, that infuriates me!!!! Thanks for your time.

Regards,

****** * ****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/8/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought 1 dozen donuts this morning. Got back to the office and all of the blueberry cakes tasted at least day old. I called and lady told me to bring them back in and they would exchange them. I took them in and ******* refused to refund or swap out my donuts. She refused tot ry one and would only say they make them every morning. Both her, the ***** ******** ****, and the ***** were rude. We have bought donuts there for our office for 6 years now, specifically because they use to have the best blueberry cake donuts. I drive 30 minutes out of the way to the office to get them. We will no longer buy from them. Then after they refused to switch them they refused to refund my money. Finally they gave me 3 donuts and that was it. This is the worst customr service. They also would not provide me franchisee info so I could make a complaint.

Desired Settlement: I would like a refund of my money as I will not shop there again and went to ******** and spent money there for breakfast.

Business Response: We have notified the franchisee and request that they contact the guest with resoluton. We have also mailed the guest a gift card towards a future purchase.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/7/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i just purchased a "big 'n toasty" sandwhich from dunkin donuts on 7th north street in ********** **. 1st off, i had to wait almost 15 minutes for a simple sandwhich when there was no one else in line waiting for anything. and when i got the sandwhich the bread is burnt, the bacon is burnt, and theres no cheese. this is the 3rd time this has happened to me at the SAME store. dont go there.

Desired Settlement: i want my money back in full and i will NEVER go to that store EVER again. and ill be sure to tell my friends and family not to go there either.

Business Response: We have followed up with the guest reqesting more information about the location. Once we have the correct location we will notify the franchise owner and send the guest a gift.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/3/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Everytime I go thru their drive thru, I always have problem with an employee named ***, and he is very rude to me, and other customers as well, and with his unacceptable customer service to the public, that store will keep losing customers as the word spreads around, which i will go on twitter too, and as we all know how word spreads around, just like the case happened in Rochester NY recently.

Desired Settlement: The management should not have such an employee to disrespect their customers, and they should know better what action to take..

Business Response: We have followed up with the guest requesting additional information about the franchise's location.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/14/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my daughter went in there to buy munchkins for her friends little brother and sister and because of a bullying issue that has been going on way too long, it has finally found your place of buisness. i have been a customer at your gas station and dunkin donuts for 20 years without any issues. these girls, ****** ******** and ******* ******* i am told, refused service to my daughter. have gone to parents with other issues USELESS. this has to stop and i know that you are a fair guy i have spoken to you on many occasions i have always enjoyed you and your staffs pleasant demeaner and regardless of the outcome will continue to purchase gas and coffee i understand girls can sometimes be catty to one another however this was embarising because of the 8 year old children i guess thats about it i wish you luck as always and from one small buss. owner to another with the economy unfortunatly the way it is we can basicly hire more skilled workers thank you again dan hart

Desired Settlement: what ever the owner decides is fine with me he has done a faboulas job so far thank you very much dan hart

Business Response: We emailed the guest on 11/17/2011 requesting additional information. We have not received a response from the customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/13/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I will try to be brief. I enjoy the Vanilla Chai Tea from Dunkin Donuts. They only sell a "medium". When you purchase a "medium", in many if not most instances, you receive a partial serving of tea with a HUGE head of "foam". In essence, they "say" it's a medium and they charge for a medium, but by volume/product it is clearly not a medium--often times it's a small or smaller. A local shop has corrected this by, most times, serving in a large cup--they give a "medium" quanity of tea, plus some foam. In my opinion, it's a simple and creative solution to the problem. have had difficulty in a number of franchises when I've suggested this "fix". On February 9, 2011, I contacted Mr. Nigel Travis, CEO and President of Dunkin' Brands, Inc. (DD). I identified two areas of concern: 1) the misrepresentation of a medium vanilla chai and 2) inconsistent pricing practices with regard to combos. I was informed that the pricing issue was out of DD corporate domain, as local franchises have some liberty with that. As to the issue of the misrepresentation of a medium chai, I asked that they address the preparation and pricing problems. I was clear in my request, even offering the simple and creative "fix" of using a large cup. I heard from DD. They both called and wrote, expressing their thanks for my feedback and apologizing for my recent experiences. They further sent some product/gifts (a couple of pounds of coffee and a gift card) to assuage my annoyance. However, they have not, to my knowledge, remedied the problem. Here it is nine months later, and it is still a hassle for me to order a chai. (Sadly, I have not found a suitable replacement drink, or I would simply go somewhere else.)

Desired Settlement: All I ask is that DD Corporate advise their franchises to use a large cup for a Chai. . .or to use a full medium serving. . .and to tell staff that "foam" is not a serving. Sometimes when I order, I direct the staffer to make the medium in a large cup. I have isolated my purchases to one or two locations that are nicely compliant as I am so very tired of hearing "we can't do that". I do not think it is too much to ask that DD simply provide a medium product when they promote it as such and charge for it. It is false advertising, at best; perhaps it is illegal, at most. Should you require copies of my correspondence, I have them available. Please let me know, and thank you very much for your time and assistance.

Business Response: We have notified the franchise owner of the guest's concerns. Sent the guest $25 DD card and lb of coffee.



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 # *******.

I have tried now, on multiple occasions, to tell DD that this is NOT a franchise-specific problem.  This is a systemic problem for ALL Dunkin Donuts franchises.  Hence the reason I addressed my formal letter to the head of corporate in February. 







At that time, the "final straw" which lead me to write was a VERY small amount of chai tea at a specific franchise.  However, I reiterate, and I have expressed this clearly to them before, this is a problem with the entire DD operation--affecting all franchises and how they handle preparation of a MEDIUM vanilla chai--and they refuse to remedy the problem. 















Regards,

**** *****

 

Business Response: We have documented the guest's concerns, notified the franchisee, operations manager, and our Quality Assurance team. This is an issue at the franchise level if the Chai Tea isn't completely filled. We have sent the guest $30 Gift Card and 2 lbs of coffee. We have closed 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 # ********

At this juncture, I am uncertain that nonacceptance means anything.  Corporate's stance is that this is a franchise (i.e., local) issue and does seem to refuse to take responsibility for a problem which does not seem to be isolated.  I am unable to discern if they recently sent a gift card or if this reference is to their original attempt to make me go away.  Nonetheless, I am at least a little pleased to hear that they notified operations; I would like to know what operations is doing. 







I appreciate the assistance of the Better Business Bureau.  If this remains unresolved, can you tell me what other options I might have?  Would I file a complaint with the Attorney General of MA, as that's where corporate is located?  Or would I file in CT, as this is where I have had multiple franchise problems?  I have considered using a social network (or youtube) to see how many other people have experiencing a similar issue at DD.  In my opinion, it is product misrepresentation (selling a small and charging for a medium); I surmise it could also qualify as price gauging.  I am uncertain as the best way to proceed, to make DD understand that this is not a single franchise problem but is widespread. 







Again, thank you for your assistance.

Regards,

**** ***** 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/28/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went thru the drive thru at the 1445 VFW Parkway, West Roxbury, Dunkin Donuts on Monday 11/21/11. Trans seq no. *******. I ordered an iced tea along with 2 Veggie Snack Wraps. I left with 2 veggie Flatbreads that are much more expensive. I didn't realize anything was wrong until I looked in the bag when I left and realized they charged me for the more expensive items & gave me the wrong items. I had to stop at another DD down the road to get the wraps that I like. I do not like the flatbreads. They could not refund me and told me to save my food and reciept and go back to the original store. I saved the food (Which I thought was really innapropriate to ask someone to do) and I took even more time out of my day to go back. When I went back (I went back on principle) to tell them an error was made, they asked me "do you just want your money back?" and I said yes. There was no apology, or sympathy. The young light brown haired, freckled woman wanted to confirm that I indeed ordered the veggie and wouldnt acknowledge anything was wrong. She gave me my money back and said, "here you go". At that point I said, thank you, I am never coming back. This was transaction Seq. *******. Her response was "Ok", almost in a cheery voice. This is totally innapropriate and I'm shocked that a branch like DD doesn't empower thier employees to make decisions to keep customers happy. I most likely spent an hour out of my day going to the other DD to get the food I wanted (turning around on the VFW would have take another 1/2 hour), and then saving my food and bringing it back the next day.

Desired Settlement: I want DD Brands to tell me what they think I deserve in this situation. I have had so many positive experiences with customer service lately especially since people have so many choices, I feel like businesses are taking the extra step to make people happy. It seems like this woman and this DD are doing the total opposite. I think DD Brands should be aware of this.

Business Response: WE have documented guest's feedback and sent her a letter explaining that the store are individually owned and operated. We have also sent guest a gift card.

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 #*******.

However, I am aware that the stores are individually owned and operated. I thought the parent company should know what is going on with their franchisee's and there is no phone number on the reciept from the store I went to so I could not contact them directly. I knew sending a letter to that location would go nowhere especially since I think the manager of the store was the person who refunded me the money in such a rude manner. Maybe that is something the parent company can require their franchises to provide a way to filter customer complaints to their own individual stores without having to bother the parent company with issues that do not concern them.

I was also hoping that Dunkin Brands could send a letter to that store on my behalf. I do not believe they should get away with treating customers like that.


Thank you for responding to my complaint.

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/28/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing you this letter because I had a problem in a Baskin Robbins store. The store had flyers all over the place on the tables and on the ice cream counters and also at the check out counter. I was on line behind two people. The lady picked up the flyer and started reading it and proceeded to place her order for 2 sundaes. When I was in line next to order, I picked up one of the same flyers and ordered a sundae as well, only to be told I couldn’t because the offer had expired once the cashier got to me

Desired Settlement: I have decided to contact you before I contact the BBB. that the offer was to buy one sundae at regular price and get another one for 99 cents

Business Response:

We have escalated guests concerns to the franchise owner.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/17/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Approx. 5 weeks ago I was In dunkin Donuts having breakfast, with a friend of mine, an employee*****) started an argument with me over a parking issue, that had been on going for sometime( where the employee's would park in the very limited customer spots). After several times of notification not to park there.  He offered to pay for me to visit another local business, then proceded to call me a FAT F**K, spoke to the district maager ( ***** ) who assured me that he was going to be repremanded, for the time being till they could transfer, another employee to this location, to replace him. a 2 week time frame was giving for the resolution to this problem. after a longer period of time nothing has been done , and now the manager ( **** ) is telling me that he is done with this, I dont belive that this was a very fair business solution, considering my 10+ years of business, cant even visit this location due to the hostile enviroment.

Desired Settlement: The Employee should be fired as promised Per the District Manager ( ***** ) And to never be treated as such again.

Business Response: See attached response



RE: Complaint ID: *******



To Whom It May Concern:



I apologize for not following up with a response sooner. however, it was sent to our local store and was not forwarded to our main office until last week. Please be aware that the day this incident took place, the employee was not working. He was in the store as a customer, so in this instance he would not have to park with the employees. The general manager did however write him up for his actions. Please note the employee no longer works for us. The comment regarding our store manager, ****, requires clarification. **** may have said he was "done with this" becuase he was frustrated at receiving calls at his home from this customer. Should you have any questions, please do not hesitate to contact me.



Sincerely,



Mary Farmer

Accounting Clerk

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 # ********

To: Whom it may concern,      







I have read over the respone from this business, I seem to find some inconsitencys in their versionof what happened, starting with the fact of the employee in question was working at the location on theday of the incedent, their was a police statment made out by the local cops to prove so , but im sure thatthe business has a copy of his time card to know this as well, I do believe that this employee is no longer thereof no help for this business, left volentary to another job, this business completley ignored handleing this matterwith the integerty, and caring for the customers for which this business and others require to make them a business.    The parking situation that is being refrenced is what instagated the whole verbal abuse, but the parking isssue had been an ongoing issue since day one of this business location opening, the employees were repeatedly toldand written up for parking in the very limited customer parking while they were on the clock, **** wasent on theclock on the day before he verbally assulted me, but he was on the clock the day this happened .







 Thank you







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

Regards,

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

 

 

Business Response: Dunkin' Brands Inc. has notified the franchise owner of he guests concerns.

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 # ********     The last time home office stated that they would contact the franshise owner, They did i believe , nothing happened, ??



Employee remaind there without sufficent punishment,   my assumtions are that the manager, and district manager of who i believe are related, and are friends of the employee , This might have played a roll in no action being taken. I do believe that some sort of action should be taken against the (DM) and/or the (SM) to be assure



that an issue like this never happens to a customer in the future, a statment from the  the franshied owner,



that this has been done.will end this matter in my opinion .



Regards,

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

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/5/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a daily customer of Dunkin Donuts and spend an average of $7.00 a day and I have been experiencing alot of problems on a daily basis. Their hot chocolate machine is always "out of order", broke or waiting for repair, those are the 3 answers I receive when I order my hot chocolate. This has been going on all last winter and I'm sick and tired of the machine working one day and not the next. This is totally unacceptable especially on cold days. Yesterday morning (rush hour) I was at the drive thru and by the time it was my chance to order, the employee told me that the machine was not working, so I didn't even want to get donuts because of this...I was stuck in between the cars ahead of me and behind me, I couldn't leave until he took care of the customers ahead of me. I feel that they should have a sign on the menu/drive thru stating the machine is down, that way no one would attempt to go in the drive thru line if they see that they are out of hot chocolate. This morning, I decided to park and go into the store...I waited on line for a few minutes and when I ordered my hot chocolate they told me that the machine was still down...This is beyond insane. how often does a repair man come out to this place?...I'm not the only customer looking for hot chocolate, they are losing money because of this and soon they will lose customers. I've been through this problem with them all last year and I refuse to go through this again while I'm on my way to work.Something has to be done ASAP!!!!! This is not fair to customers...I am seriously considering trying a new location and also talking with co-workers and friends about the situation.

Desired Settlement: Please get this machine fixed, why does it break down so much???? Why is this machine NOT working every other day???

Business Response: We have contacted guest and requested that they follow up with Dunkin' Brands to identify which franchise the guest attends.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/27/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I HAVE A DUNKIN DONUTS CARD AND I'M ENROLLED IN THE REWARD PROGRAM. MY CARD IS AUTO RECHARGED AT LEAST TWICE A MONTH. AS SUCH, FOR EVERY $20 SPENT I SHOULD RECEIVE $2 DUNKIN DONUT DOLLARS. FOR APPROXIMATELY 6 MONTHS OR SO THERE HAS BEEN A PROBLEM WITH MY ACCOUNT AND I'VE NOT RECEIVED THE CORRECT DUNKIN DONUT DOLLARS DUE ME. I'VE CALLED MULTIPLE TIMES TO CUSTOMER SERVICE REQUESTING THAT MY ACCOUNT BE FIXED. ALSO, I'VE HAD TO ASK ON SEVERAL OCCASIONS THAT THEY PROVIDE ME WITH DUNKIN DOLLARS THAT ARE DUE ME. I HAVE BEEN PROVIDED SOME OF WHATS OWED TO ME TO DATE. HOWEVER, APPROXIMATELY THREE WEEKS AGO I CALLED CUSTOMER SERVICE AGAIN AND TOLD THEM THAT THERE IS STILL A PROBLEM WITH MY ACCOUNT AND THAT I CONTINUE TO BE SHORTCHANGED THE DUNKIN DONUT DOLLARS DUE ME. THE CUSTOMER SERVICE REP TOOK MY PHONE CALL AND AFTER I TOLD HER THE FACTS SHE SAID A THIRD PARTY HANDLES THE ISSUE AND IF I'M DUE THE DUNKIN DOLLARS THEN THEY WILL SEND IT TO ME. HOWEVER, I'M LEFT HANGING NOT KNOWING THE OUTCOME. I'M DUE EIGHT DUNKIN DONUT DOLLARS FROM JULY 2011, AND I'M DUE $2 DUNKIN DONUT DOLLARS FROM AUGUST 2011. IN TOTAL, I'M DUE $10 DUNKIN DONUT DOLLARS. I'M NOTIFIED BY DUNKIN DONUTS VIA EMAIL HOW MUCH DUNKIN DONUT DOLLARS I'VE EARNED EVERY MONTH. HOWEVER, FOR THE MONEY I HAVE SPENT EVERY MONTH, I'VE BEEN SHORTCHANGED. THE AMOUNT I SPENT IS EVEN TRACKED BY DUNKIN DONUTS UNDER MY ACCOUNT. HENCE, DUNKIN DONUTS HAS THE EVIDENCE TO SUPPORT MY FINDINGS YET THE PROBLEMS WITH MY ACCOUNT CONTINUES.

Desired Settlement: I REQUWST MY DUNKIN DONUTS REWARD ACCOUNT BE FIXED SO THAT I'M NOT SHORTCHANGED AGAIN LIKE I HAVE BEEN FOR MANY MONTHS NOW. I'M REQUESTING DUNKIN DONUTS SEND ME A LETTER STATING THAT MY ACCOUNT HAS BEEN FIXED. I'M ALSO REQUESTING THAT THE $10 DUNKIN DONUTS DOLLARS DUE ME FROM JULY & AUGUST 2011 BE MAILED TO ME.

Business Response: We have mailed the guest $10 in Dunkin' Dollars.

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 #*******.

Regards,
******* ****

BBB's Final Determination: Consumer accepted resolution offered by the business.