Dunkin' 4+

The DD failure

I have been visiting a Dunkin’ Donut location almost every day ( some times twice a day) for the last 50+ years from my college days in all the states that have lived and visited; NY, CT, PA, NJ, MA, CO, IL,TX, NM and here in AZ. Love that coffee. I find this location the cleanest, friendliness nicest and BEST ever! Complement to the staff. Thank you guys and gals, you are the greatest. AAA+++ all the way. HOWEVER: I have a recent problem visiting your Maricopa, Arizona store. The store manager/ owner of the store next to you sits in front of the Dunkin’ Donuts and smokes cigarettes continuously. I am a non-smoker. I spoke to him one time to no avail. I spoke to the Dunkin’ Donuts store manager to No avail. I was spending $30-$40 a week various items and have now stopped. $30-$40 times 52 weeks is a lot of money. If you don’t want my business that’s fine. Basa donuts just opened up in town. Their coffee isn’t as good as yours, but I find myself going there instead. And one more small fact, if you were listening, their Apple fritters are about $.50 cheaper and they never run out ( early in the day like your location does) and they taste twice as good. 😊 thank you for listening. This is my opinion.

The app is convenient, not happy about the change to DD rewards

I’ve been a Dunkin customer long enough to remember the actual Dunkin Donut that had the extra tab on it for holding while dunking in your coffee. The app is pretty good and super convenient when ordering ahead. Whenever I’ve had a problem with an order made via the app, customer service always resolves it. My main issue is the change to the rewards. Dunkin had by far the best rewards program among rewards programs. They truly rewarded customer loyalty and you didn’t have to make $100 in purchases to get a free drink like Starbucks or others. Yes, it’s nice to now have the option to select your rewards based on points accumulated versus only being rewarded with a free coffee any size. But it takes more purchases to get those rewards. Also, the boosted status thing is dumb and unattainable unless you go to DD every day which I don’t. I also think it’s too easy to order from the wrong DD location. There should be a prompt to confirm the location you wish to order from , based on your GPS location, to ensure the order is placed at the location you intend. When one erroneously places an order for pick up at the wrong location, there is no way to cancel, change or transfer the order to the new store the order once it’s placed. Fortunately when this has happened to me in the past, a quick email to customer service via the app has always resulted in a prompt refund to my original method of payment. Good job, DD!

Developer Response ,

Thank you so much for your feedback about Dunkin’ Rewards®. We will share your experience with the appropriate teams.

Needs to be better

The app is good for ordering ahead and collecting points. However, there NEEDS to be a way for the specific Dunkin location to communicate with the customer and vice versa. If they are out of something, they simply will just not add it. The number of times I’ve gotten a black coffee because they were out of flavor syrups… and I would absolutely never in my right mind order a decaf iced cappuccino and pay 6$ for that. If they’re out of something, I don’t know until I go to pick it up which defeats the purpose of ordering ahead and wastes both time and money. Additionally, there should be a way to review your items and/or experience. Dunkin Donuts overall needs to figure out what the Iced Cappuccino is. Some make it correctly, others make it as a latte or macchiato. Furthermore, if they completely forget to make the food that was included in the order and/or make it incorrectly - now time, money, and food have all been wasted. I’ve been so disappointed with Dunkin lately. I’ve been boosted for the last nine months and I’m at the point where I never want to return to another Dunkin’s. The app needs some serious upgrades because it’s disappointing and inconvenient to throw away time and money. Please make changes and please figure out the iced cappuccino because when it’s made correctly, it is the best thing Dunkin has on the menu.

Developer Response ,

Hi there, we’re sorry to hear that this was your experience ordering ahead on the app. Please reach out to us, so we can make it right https://www.dunkindonuts.com/en/about/contact-us/faqs#additionalinquries