Dunkin Donuts

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...

is satisfactory to me. The resolution was simply a call by a District Manager to listen to my complaint.  
Regards,
[redacted]

From: Leshia E[redacted]<[redacted]@nedonutshops.com>Date: Tue, Feb 7, 2017 at 11:20 AMSubject: Revdex.com CUSTOMER COMPLAINT ID# [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>   Good afternoon [redacted],As per our conversation please find within this correspondence...

information and answers to the complaint as it relates to your complaint ID#[redacted]. What we know:On 01/14/2017 @ 11:19am (as per our journal) this guest presented to our Dunkin Donuts Location [redacted]. Phila. Pa.[redacted].This guest purchased a Sandwich and a Coffee (unspecified) totalling $7.53.This guest paid for the order via Credit Card [redacted] card number ending in [redacted].On 01/23/2017 at 3:18pm  this guest filed a complaint via telephone with Dunkin Brands Customer Care. stating her sandwich had a "foul smell"On 01/24/2017 at 3:35pm I received first notice of the complaint via an email from Dunkin Brands Customer Care. (see below copied text from the original complaint)Complaint Involves:Product Issues Customer’s Statement of the Problem:old possibly sat on shelve for extended period of time foul smell with sandwich made order thru drive thru while visiting friends and family in Philly from Tuscaloosa Ala sandwich was bad and wrong favor coffee drive # [redacted]Complaint Background:Product/Service: trans seq [redacted]Purchase Date: 1/14/2017Problem Occurred: 1/14/2017Model: register *Order Number: [redacted]Talked to Company: 1/14/2017On 01/25/2017 I attempted to contact this guest via Telephone at 2:35pm. I received no answer.On 01/26/2017 at 11:17am I sent the guest an email. (original email forwarded within) see below.Hide original messageOn Thursday, January 26, 2017 11:17 AM, Leshia Evans <[redacted]@nedonutshops.com> wrote: Good afternoon, I am very sorry to hear of your negative experience during your most recent visit to Dunkin Donuts. I would appreciate the opportunity to speak with you. If you would be so kind as to contact me via telephone, I would be more than happy to discuss this matter with you further. I look forward to speaking with you soon. Warmest Regards, Leshia  Leshia E[redacted]Northeast Donut Shops Management Corp.United Food Systems, Inc.[redacted] Philadelphia, PA [redacted]Tel: ###-###-#### Fax: ###-###-####On 01/27/2017 at 6:37pm I received an email from this guest which contained 6 words (see copy of email below)[redacted] <[redacted]@[redacted].com> consumer affairs and local news channelToLeshia E[redacted]Jan 27 at 6:37 PMconsumer  affairs  and  local news  channel On or about 02/01/2017 I received a letter from the "Revdex.com" ID#[redacted].ANSWERS TO THE Revdex.com COMPLAINT.Complaint:The guest stated  in the Revdex.com complaint "charged  for NOT what I requested"Answer:This guest seems to have changed the nature of her complaint as she stated a "foul smell" in her first complaint to Dunkin Brands Customer Care.Complaint: "Contacted Dunkins and what actions I receive was a series of emails. and no resolution".Answer: We have only contacted this guest one time via email as noted above. Resolution may have been realized if the guest had contacted us in a timely fashion.The guests visit was on 01/14/2017 she filed her first complaint on 01/23/2017.Complaint: "requested credit back to charge card and first ask what location though it was quite clear intail contact."Answer: Each Dunkin Donuts is independently owned and operated therefore, when a complaint is tiled though Dunkin Brand Customer Care call center , the representative must ensure that the complaint is sent to the correct franchisee.Complaint: "Company now want me to make calls during my working hours which would put my employment in jeopardy".........Answer: we never specified a time in which this guest should contact us. Further,the guest  first call was placed to the Dunkin Brands Customer Care call center at 3:18pm on 01/23/2017.OUR CONTENTIONWe have made every attempt to contact this guest in an effort to speak with her regarding her experience.This guest never gave us an opportunity to hear her grievance.This transaction was initiated on 01/14/2017 the guest filed a complaint some 9 days later.We found this complaint unsubstantiated therefore, we closed our claim # [redacted] on 01/27/2017If you should any further questions, please feel free to contact me.Warmest Regards,Leshia E[redacted]Legal LiaisonNortheast Donut Shops Management Corp.United Food Systems, Inc.[redacted] Philadelphia, PA [redacted] Tel: ###-###-#### Fax: ###-###-####

[redacted] came to the drive thru of the Dunkin' Donuts where she wanted to use a mobile coupon, her coupon did not work because the coupon was already used. The DD Perks mobile coupon is only a one time use,...

the guest claims that she hadn't used her coupon. I explained to the guest that when we scanned the coupon it did not take, the only reason the coupon would not work is if the coupon was already used. I asked the employee to give the guest a refund, however the order was not completely paid for. We cancelled the order in our system, the guest stated we had been charged her for the product but she did not have enough money on her app to pay the bill. The guest was give every courtesy until she became very disrespectful to the employee, at that point I told the guest I could not help her and she decided to get on her phone and hold up my drive thru line. A police officers had to ask the guest to leave the drive thru. 
If you have any further questions, please feel free to call me. My contact information is listed below.

Revdex.com:At this time, my complaint, ID [redacted] regarding Dunkin Donuts has been resolved.
(By clicking "OK", your complaint will be closed as...

Resolved.)
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/06/18) */
Contact Name and Title: [redacted] GM
Contact Phone: [redacted]
Contact Email: [redacted]
The masnager called the the guest on 6/6/14 at 11am and on 6/7/14 at 1pm, but her phone mailbox was full and was not able to...

leave a voicemail.
I called her this morning at 910 am and was able to leave a voicemail. I did receive a call back in 3 min, but could not understand the guest. I said who I was and said hello several times and then she hung up. I called back immediately and no answer.
We apologize for issue she had. None of our employees wore big earings that day or any kind of earings that she described. Our policy is not to wear loose or big jewelry and all employeees know this since their first day on the job.
We would love to replace the guests drink, but cannot do so due to lack of communication on guests part.

Initial Business Response /* (1000, 5, 2014/06/20) */
Contact Name and Title:[redacted]
Contact Phone:[redacted]
Contact Email: [redacted]
Case no [redacted] served the customer and she does not
remember keeping the customer's change. In
the goodwill of the...

business we will refund
the customer's $7.00
We apologize for the service.
Sincerly
[redacted]
Manager

From: Michelle W[redacted]
arial, sans-serif;"><[redacted].com>Date: Thu, Jul 30, 2015 at 10:08 AMSubject: Case # [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: Jon W[redacted] <[redacted].com>, Jay M[redacted] <[redacted].com>, [redacted] <[redacted].com>
Hello [redacted],
I apologize for the delay in getting back to you on this matter as I just received notification for the first time with your letter dated 7/23/15.  We as a company care very much about our customers and we would like to resolve any issues right away.  Can you please re-open this case regarding our customer, [redacted], at our Hazleton PA store location?  We appreciate your help in resolving this ASAP.   
Sincerely,
Michelle W[redacted]
Franchisee
cell: ###-###-####

As I walked into the dunkin donuts to buy coffee and to use rest room. The rest room had a big lock that says you must insert 25 cents to use the rest room. I had no change on me us I was in rush to use rest room. I ran around for 5 good mins to get change. I M regular customer of dunkin donuts. No dunkin donuts charge 25cents to use for its customers as its pretty big store. I was shocked plus I was extremely embrass to ask people for change. The owner was not there and when I went inside restroom it was extremely dirty, toilet won't flush and it was full of dirt spots and it stink . It's very sad to see that dunkin donuts is charging to use bathroom for its customers. I am very upset about this embrassing situation.

RESOLVED

From: Michelle W[redacted]<[redacted].com>Date: Thu, Jul 30, 2015 at 10:08 AMSubject: Case # [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: Jon W[redacted] <[redacted].com>, Jay M[redacted] <[redacted].com>, [redacted] <[redacted].com>Hello...

[redacted],I apologize for the delay in getting back to you on this matter as I just received notification for the first time with your letter dated 7/23/15.  We as a company care very much about our customers and we would like to resolve any issues right away.  Can you please re-open this case regarding our customer, [redacted], at our Hazleton PA store location?  We appreciate your help in resolving this ASAP.   Sincerely,Michelle W[redacted]Franchiseecell: ###-###-####

They spilled 2 drinks on me and all in my car and all they want to offer me is some doughnuts and a coffee. The ruined my shorts and my shoes. Had 2 coffees spilled on me in the drive-thru. The spill ruined my shorts and shoes and the interior on the floor. I talked to the Area Manager [redacted],and they offered me some doughnuts and a coffee . Desired SettlementI want them to pay for my Shorts and Shoes.

Review: I spent $10.34 on a panini and a cappuccino in their store. I left the store and someone pushed into me, causing my hot drink to spill all over me. I return to the store to explain, and they were not caring and said I should chase the offender. I am disabled and cannot chase people down the stairs and cannot run fast. All I was asking nicely for was a refund or a refill of the cappuccino. They said since they did not do anything wrong they would not do anything. They wanted me to pay for another cappuccino.Desired Settlement: I want the total amount refunded to me in a check of $10.34. That was a very unprofessional answer and they were very rude. The whole staff was ganging up on me, and I don't think that was fair. I will take my business elsewhere, since the food actually gave me food poisoning from being cold.

Consumer

Response:

At this time, I have not been contacted by Hot And Tasty regarding complaint ID [redacted].

Sincerely,

Review: On April **th, I purchased 2 cups of coffee and donuts. I handed the cashier $20.00 and received change back for $10.00. When I questioned her, she insisted that I only gave her a $10.00 bill. I know for a fact that I gave her a $20.00 bill, as my friend, [redacted] gave me the bill, which was in my back pocket. I asked her to check the register and then the manager came over. He said that I would have to wait for the end of the day until he cashed out the register. I explained to him that I was going on vacation and would not be around later on in the day. He then took my cell phone number as well as my son's cell phone number so that we can pick up the $10.00 after the register was cashed out. He also attached it to the receipt and kept it. Needless to say, I received no message from the manager nor did my son.Desired Settlement: I want my $10.00 refunded to me in either a check or Dunkin Donut card.

Review: I go to Dunkin Donuts everyday, I have the bank statements to prove it. I feel as though my order gets messed up at least 1-2 times a week. This is frustrating because it is a waste of money and time for me. Most recently at this Dunkin Donuts I received the wrong breakfast sandwich, after not being acknowleged at the drive through, I had to pull up to the window and knock for service. I feel the service is rude and it has actually made me drive further to attend another site. I never file complaints but after months of messing up my orders I am considering going somewhere else for coffee and breakfast.Desired Settlement: Receive the wrong order at least 2+ times per week and often do not have the time to go inside and resolve it.

Review: I just visited Dunkin Donuts in [redacted] to purchase some whole bean coffee. I gave the young man a twenty dollar bill and he gave me two dollars and a penny change. I told him I gave him a twenty. He remained quiet and looked back at the girl and she responded "You gave him a ten." I said no because I didn't have a ten to give him. I had three twenty dollar bills in my wallet and now only two. They didn't or wouldn't even give me a receipt. I'm outraged and hope you will resolve this as soon as possible because these people are liars and cheaters running this store. I urge someone in charge to review the security camera footage as soon as possible.I look forward to hearing from you as soon as possible.Desired Settlement: I want my money returnedI want these two employees to be seriously disciplined

Consumer

Response:

Thank you so very much for all your help! After you contacted the company the owner responded and resolved the situation to my satisfaction. As far as I'm concerned this problem has been resolved.

Review: On 6/30/13 at 7:30am the store refused to honor the prices listed on their menu (I have photos). When I ordered the $0.99 Iced Coffee on their menu (as in photo) the manager became quite upset and said, "That is too cheap, you pay me more - $1.89".I pointed at the menu and she said, "That wrong [sic], too cheap, pay me more now or leave.". I asked for another manager, but she refused. There was a police officer in line with me who also told the manager she needs to honor the prices on the menu, but again she said, "That too cheap [sic], pay me more now." I feel discriminated against and harassed by the rude employees who are falsely advertising their prices. This business is breaking the law and the employees should be retrained or removed.Desired Settlement: I request an apology from owner and termination of manager and cashier on the morning of 6/30/14.

Business

Response:

returned call to company (VJ D[redacted] ###-###-#### cell), spoke with him and he explained he had already reached out to the consumer with an offer but the consumer rejected it, he will email me both emails, D[redacted] really wants to close the complaint at this point due to concerns, explained Revdex.com complaint process to him ([redacted])

I have been going to this dunkin donuts (k[redacted]) since I was a small child and can positively say the customer service has seriously gone downhill. The last three times I have been there my order has been wrong. Even at their not busy hours they still can't get my order right. It's not a complicated order (medium decaf with cream and a little sugar). It's either caffeinated, or doesn't have the sugar added. The last time I was there they handed me a black coffee! Instead of apologizing, I get the attitude for their mistake! My sister has stopped going there due to the lack of common decency there. Her order was wrong and when she asked them to make it again the girls response was "yea because I have all the time in the world." I don't know who the hiring manager is, but the current staff should all be fired and replaced with more professional people. I'll be going to [redacted] from now on. At least I can expect terrible service and my order to be wrong there.