Complaints

This profile includes complaints for Dunkin''s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Dunkin'

  130 Royall Street Canton, MA 02021-1010

• 

  Dunkin'

  1050 state route 36 Hornell, NY 14843

• 

  Dunkin'

  5480 S 108th St Hales Corners, WI 53130

• 

  Dunkin'

  31 S West St Homer, NY 13077

• 

  Dunkin Donuts

  1315 Upper Front St Binghamton, NY 13901

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went through the drive thru and purchased a bagel and a frozen coffee. The frozen was half full so I said I didnt want it. The manager there said the person who made it was new. Then proceeded to tell me I dont have to be nasty about it. I told her just cancel my order and give me my money back. She refused. I called the police who said it was a civil matter and they couldnt do anything. I tried numerous times to contact their regional manager with no call back. I never got my $10 back of the food. I feel like I got robbed.

  Business Response

  Date: 06/13/2023

  The ************** Guest Support team reached out to this guest by email on 6/13/23 requesting additional information to address their concern.

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Below is a paraphrased excerpt I directly shared with the franchisee (who contacted me regarding the issue): Regarding store no. ****** of Baskin-Robbins/Dunkin' Donuts:Essentially, my girlfriend placed an order for some products from Baskin-Robbins on May 26th, 2023 at 7:31 pm. This was for multiple items, but specifically the "Fresh Pack (12 oz)" of the Flavor of the Month "Strawberry Dragonfruit" was wrong. We did not identify an issue with the "Fresh Pack (12 oz)" until May 28th (the day of my initial complaint) because she was not going to eat the ice cream until after her work shift on the 28th as her INITIAL order was for her parents. You could argue that we have some fault for not notifying you the day of regarding this May 26th order, but we had no reason to believe the "Fresh Pack (12 oz)" would have been incorrect.I decided I would DoorDash an order to her that night of the "Strawberry Dragonfruit" flavor to make up for this mistake since she was visibily upset. This order I placed was on May 28th, 2023 at 8:26 pm. I purchased a "Fresh Pack (24 oz)" to make-up for the trouble caused by the initial mess-up. Unfortunately, the product received on May 28th was also incorrect. This, too, made her visibly upset as the order for the "Strawberry Dragonfruit" was incorrect twice in a row. Now, we have visited this location a couple of times in-person so this is most clearly a case of simply running out of the "Strawberry Dragonfruit" flavor. However, A) the item should have been marked as out-of-stock on UberEats/DoorDash as is standard procedure, or B) we should have been notified the item was out of stock and instructed to cancel the DoorDash order. Instead, we were simply given the incorrect product twice.The products themselves were about $7.48 for the May 26th order and $12.48 for the May 28th. I looked at some reviews and, unfortunately, this appeared to be a common issue where the incorrect product was given for an out-of-stock flavor.

  Business Response

  Date: 06/13/2023

  The ************** Guest Support team reached out to this guest by email on 6/13/23 requesting contact from the appropriate teams.

  Customer Answer

  Date: 06/23/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not accept this response because I have yet to be contacted by the correct entities- I received an email on 6/13 from Baskin-Robbins in which they informed me that they would "alert the franchisee and/or field operations team immediately" to which I replied asking them if I could speak to a different member/team because of my inability to resolve the issue with the franchisee. I have not been reached out to by a franchisee/field operations team NOR has my email been responded to, so I politely request further action (or a renotification to Baskin-Robbins to look into the matter again to restart the process). I can attach proof of no response if needed or requested. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Johann

   

   

  Business Response

  Date: 07/06/2023

  The ************** Guest Support Team contacted this guest on 7/6/23 requesting additional information to assist with this case.

• Initial Complaint

  Date:06/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I HAVE REPEATEDLY ENCOUNTERED CUSTOMERS BRINGING THEIR DOGS INTO YOUR STORES!!! THIS IS AGAINST THE *** AND HAS TO STOP!!! MOST RECENTLY I ENCOUNTERED THIS PROBLEM AT A REST STOP IN ***********, SO THOSE PLACES HAVE TO BE INCLUDED!!! YOU HAVE TO PUT UP NO-PETS-ALLOWED SIGNS IN ALL OF YOUR STORES AND ENFORCE THE POLICY!!!

  Business Response

  Date: 06/13/2023

  The ************** Guest Support team reached out to this guest by email on 6/13/23 requesting additional information about their concern.

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/2/2023, I placed mobile order #*** for the location at W249N678 ******************************* ***** for 2 dozen donuts to be picked up from the drive thru. The total was $29.38. My husband arrived at the location to pick up the order, and was told that they could not fulfill it because they didn't have enough donuts, but refused to refund the money I had already paid via the app. I then called and spoke with **** at the location, who was incredibly rude, did not apologize once, and reiterated that they would not be refunding the money.I then called ************ as listed in the app and spoke with a customer service representative for 9 minutes regarding the issue. I explained the situation and was told that it would have to be escalated to a supervisor, who would call me back within ***** hours. On 5/7/23, I finally received an email apologizing for the bad experience, and that they will alert the franchisee immediately and request that they follow up with me. No refund mentioned, and no response when I emailed back requesting one. The same day, I received an email from ******************** of *************** thanking me for my feedback. I inquired about the refund, and was told "We did not offer refund for the order". I emailed back again explaining that I needed one since the order was not fulfilled, did not get a response. Emailed again 6 days later asking, and was told again "As mentioned we didn't offer a refund". I again explained that I did not receive the order I paid for, and a refund was needed. Finally received a response on 5/23/23 "We already mentioned twice in an email that we did not offer a refund to the order You claimed that no one contacted you but we did. And we have all those emails forwarded to the customer service. Fill will be closed" I responded that a refund was needed, and have yet to hear back.I paid nearly $30 for 2 dozen donuts, did not receive them, and am being refused a refund.

  Business Response

  Date: 06/01/2023

  The ************** Guest Support team reached out to this guest by email on 6/1/23 addressing their concerns with the appropriate teams.

  Customer Answer

  Date: 06/01/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This is nearly the exact same email that was sent by **** on 5/7/23. It still does not address the need for a refund. An order was placed, it was not fulfilled at all, and a refund is not being provided. I don't care if you reach out to the franchisee - you already have and they did nothing. A refund needs to be provided for the order that was not fulfilled. This is ridiculous. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 06/08/2023

  The ************** Guest Support team called this guest on 6/8/23 and left a voicemail and sent a follow up email looking to speak with this guest regarding their concerns.

• Initial Complaint

  Date:05/17/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase through the Dunkin app and I was supposed to get a free medium coffee with my purchase. The coffee wasnt given free. The restaurant in *********** said the computer was down and they couldnt adjust it. When I called the contact line for the app today they said no free medium coffees if they were Americano. There is no language on the free medium coffee that says that its not included. This is a scam on the Dunkin app.

  Business Response

  Date: 05/23/2023

  The ************** Guest Support team reached out to this guest by email on 5/23/23 requesting additional information.

  Customer Answer

  Date: 05/29/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed 

  I have responded to the email Dunkin sent me to contact them with my phone number to be contacted by Dunkin for a resolution. No one has contacted me. I also tried to call the number provided in the email and was placed on hold three times for over a 30 minute wait time. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 06/01/2023

  The ************** Guest Support team reached out to this guest by email on 6/1/23 requesting to speak about their concern.

• Initial Complaint

  Date:05/11/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an egift card for $10 from dunkin' donuts online portal on May 8th, 2023. The egift card was not properly delivered to the recipient. I have asked for the return of my ******* times via email, as no one answers the Dunkin customer service phone. I have received 3 standard emails promising to resolve the issue with no action taken.Please ask them to return my funds.

  Business Response

  Date: 05/16/2023

  The ************** Loyalty Support team emailed this guest on 5/12/23 requesting additional information about their concerns.

  Customer Answer

  Date: 05/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I was never reimbursed my money for an egift card that was not delivered by Dunkin.

  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 05/25/2023

  The ************** Loyalty Support team emailed this guest on 5/25/23 requesting additional information and to speak on the phone about their concerns.

  Customer Answer

  Date: 05/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I received the same form letter response from Dunkin Donuts with a contact that phone number that no one ever answers.

  All I need is a $10 refund for a egift card that was never sent.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:05/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order from Dunkin' worth about or more than $60.00 USD was totally wrecked. I am more important than a stockholder, I am a customer who is a combat veteran, has receipts in the tens of thousands going back to the ****s, the ability to walk to my county courthouse, and knowledge of how to create a social media campaign. So although one $60 order may not seem like much to Dunkin', this attitude may change once I solicit information from other customers to see if this is an anomaly or a trend, and judging by Dunkins' BBB rating, my prospects seem good at finding that it may not even be a trend of incompetence, but indeed a culture. And their customers deserve better. Another thing I will say is that customers purchasing goods have their accounts debited immediately, long before the goods are even delivered. This company (and others) has no good explanation why millions of dollars in my and other consumers' refunds sit on their books for sometimes **** business days, earning their accounts interest and earning their brokerage firms gains, while the consumer is left to pay the punishment for their incompetence and apathy. I am not happy and intend to do something constructive about it. If your employees have a high school education and can read at at least a 5th grade level, customer service shouldn't be so bad that every other order is wrong.

  Business Response

  Date: 05/16/2023

  The ************** Guest Support team reached out to this guest by email on 5/16/23 requesting additional information.

• Initial Complaint

  Date:05/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've repeatedly had missing items from my mobile orders with no refund or offer for solution reoccurring many times. Contacting customer service has gotten me nowhere so unfortunately I have to open a case. I'm worried this business is taking advantage of customers not just me.Hello **************** Team,Unfortunately in addition to the below, this happened again.Mobile Order #*** on 4/20/2023.Another chocolate croissant was ordered, the order was not filled, the store was not able to refund me for the 3rd time over a month. This seems like reoccurring problematic behavior by your store that's not being addressed.If it's happening to me it's likely happening to other people.I'm getting a lot of running around and a lot of finger pointing but no resolution.I'd hate to escalate this to the BBB or even worse consider a lawyer for some type of class action lawsuit.I'm hoping we can resolve it between **, but nothing has been offered to me, systematically you're offering customers orders you can't fill and not issuing refunds at point of sale. I'm pretty sure this is illegal.If someone could please call me at ************ to resolve as this issue remains outstanding, still from the initial email I sent 4/6.Thanks -*********************** ---------- Forwarded message ---------From: *********************** <******************>Date: Thu, Apr 6, 2023 at 8:46?AM Subject: ******* Store Probelms To: CustomerService <******************************************> Hello, I'm obviously a big fan of your brand and a repeat customer multiple times a week and see room for improvement in your process that deserves to be called out! Specifically with your ******* store. There have been *** and downs here and we're back in a down cycle. I've tried ordering the chocolate croissant twice, items were never received, I have never been refunded. Mobile order #*** on 3/28 Mobile order #*** on 3/15

  Business Response

  Date: 05/04/2023

  The ************** Loyalty Support team emailed this guest on 5/4/23 requesting additional information and to speak about their concerns.

  Customer Answer

  Date: 05/04/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I've reached out as requested and have heard nothing back via phone or email.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 05/16/2023

  The ************** Guest Support team reached out to this guest by email on 5/16/23 requesting additional information and to speak with this guest regarding their concerns.

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Friday April 21st i purchased 3 large iced lattes with extra flavoring through the drive thru. Got home and took a drink and it was like there was no flavoring at all, was like drinking straight expresso. So i called the store and asked to speak to a manager. I was told there was no manager on duty. So i asked them if they could fix my lattes. They refused to do so. So i filled out a survey about the bad experience. A person named **** contacted me back saying they would have someone reach out to me in regards to my bad experience to give them 2 business days. So when i heard nothing by Tuesday i emailed **** back on wednesday. Here is it the following weekend and still this is left unresolved. Not only is it bad for business but how can you run a corporation with no manager on duty? This is very unprofessional and its still yet to be resolved

  Business Response

  Date: 05/04/2023

  The ************** Guest Support team reached out to this guest by email on 5/4/23 requesting additional information, as well as contact from the appropriate teams.

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Never received final paycheck

  Business Response

  Date: 05/04/2023

  The ************** Guest Support team reached out to this guest by email on 5/4/23 requesting additional information.

  Customer Answer

  Date: 05/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************