Dunkin' Customer Service

Dunkin' Positive Reviews

Broad street Dunkin StatesvilleI am a multi day regular customer here… known for my large strawberry or mango pineapple refreshers with regular milk and cold foam…that’s my order everyday, most days a few times a day. This is a really great Dunkin! The best in my book of Dunkin’s (and I travel a lot). I have made lots of Dunkin friends that I see daily and some that recently left to work other jobs due to them growing up and getting out of college etc. and I miss the ones that have recently left SOOO badly! Loved them! But I will always enjoy my “cup of happiness” as one long time worker calls it. Every other Dunkin I stop in at ALWAYS has an issue with making my drink how I personally ask for it… a refresher with regular milk. All other Dunkin’s give me rudeness and attitude… they will over charge me and everything. The Dunkin in Hickory NC by my workplace is one of them that’s always over charging me and rude often. This Dunkin on Broad street in Statesville would NEVER treat me that way. They see how much money I spend daily with this company. I usually buy no less than 2/3 large refreshers at one visit (kids want them too). This Dunkin will always meet me with a smile and be so kind and make my drink how I WANT it made cause it’s my money and I’m the one drinking it. Makes perfect sense to me! Love my Dunkin family! Shout out to Dan the manager for making such a great crew every time all the time!.WeerrttyuucssVersion: 11.21.0

Long post but well worth the read……Promise ♥️Well I have to say Dunkin in Tiffin is by far hands down pretty amazing 😊 there is one exception though and I hate to have to say this… but there is an older black women that did work and not sure if she still does but she is extremely rude and makes sure to make customers feel uncomfortable if for whatever reason she don’t like them… I was in the Tiffin location and she was talking sooooo loud about a lady having perfume on so strong you could taste and everything on Dunkin could taste it. She asked her daughter if it was her that snarled that strong and her daughter said she wasn’t sure and when the lady asked the black girl defiantly said yes ma’am it’s you, not trying to be mean but that crazy strong and you have ALOOOOOT on. Now read my caps lock and you get the gist of how she spoke to her… The nice lady just said sorry and she explained about a car accident that made it to where she can only smell very very litte and she does have any around to tell her if it’s to much as she lives alone… That broke my heart and I wanted to punch the said employee in the face but I refrained from any violence and straight when to respect, politeness, and encouragement. Now obviously I asked the assistant manager or team lead or what we she is and said that was very rude, you know nothing about this lady to judge her on “ANYTHING” and that I’m truly surprised that someone like her even still had a job in customer service. Now was that nice of me probably not but what she said was worse. I was defending someone from a bully… 🥰🥰🥰.SheilaMBeeVersion: 10.18.0

I want to like it!I want this app to work as well as it intends to, but I have several concerns. The fact that you can earn free coffee with loyalty points is amazing! Truly that is what got me hooked and coming back for more. HOWEVER (note how serious I am with all caps), every time they have a Perks Week to reward the loyalty members, the app experiences multiple glitches. These glitches all center around the feature which pertains to the reward (i.e. on-the-go ordering) not working during the reward period. Frustrating to be sure. Today the reward function once again didn’t work, and they did not extend the period of access or compensate in any way for the malfunction. They just sent an apology email. This was not comforting to a coffee-less me. In general they are not offering as many perks in the regular usage of the app as they used to. They simply put the specials they are already running for the stores on the app. They pretend it’s an exclusive perk, but who’s fooled? I would also like the app to allow you to add smaller denominations to your card. Lastly, the on-the-go order is great in theory but if you choose to go to the drive thru to pick up your order, you save no time. You have to pull in line behind everyone else so I don’t see how that is at all a good option. You must plan to pick up inside if you want to skip the line. I really like the Dunkin' Donuts I go to regularly as the employees are so friendly and helpful, but I find that I’m using the app less and less due to regularly being disappointed in its performance. It looks like my relationship with Dunkin’ is on the rocks. (I hope you enjoyed this passionate review).SickpickVersion: 4.21.0

PLEASE fix flavor shot count and dairy count!This would be the only thing that has yet to bring my Dunkin UX to a 10/10. I would love if we could customize the amount of flavor shots. On the app right now, the max is 3 to choose from for flavor shots on a size medium (varies depending on the size of course) — because they’re unsweetened they tend to be the first flavors lost in the coffee. I like that they’re unsweetened because I prefer flavor to pure sweetness. My go to iced coffee order is a medium iced coffee with almond milk, 1 pump caramel, and 4 shots of coconut, and man, I would love if I could order that right in the app instead of in the store. I have also noticed that there is always a slight variation in how that drink is made, which is also frustrating. If there were exact measurements for everything, there would be much less variation/more consistency, which could lead to less irritation/more morning serotonin when starting your day (when all you’re craving is that perfect iced coffee before work…and then it stinks). I also like almond milk in my coffee — but unlike the flavor shot count, dairy selection on the app is general and doesn’t list a count for how much you’d like (1,2,3, etc) the way that it is sometimes listed on my drink’s receipt. Adding a dairy count could increase consistency and I imagine would be a win for everyone all around. All things considered I’m sure that’s a minor detail in app development, but it would definitely be a huge one for me as a regular customer & one I would notice right away. Thanks Dunkin!.I Wanna B JB's OLLGVersion: 10.9.0

I normally don’t write reviews butThis app has become part of my morning routine, something that I should’ve used a long time ago because I am a daily Dunkin’ drinker (triple Ds). It’s a great app that allows me to save time not waiting on line and ordering, as well as saving my most frequent orders! Also getting free beverages is a nice touch. It’s smart in Dunkin’s end b/c they get paid immediately for reloads but it would be nice to see some other perks like free sandwiches (so far I’ve only seen the 2 for 5 store promo and double point Wednesday’s). My main issue with the app and the reason I didn’t give it 5 stars is because of the bugs I’ve encountered. The app suffers from frequent crashing, during reloading my card, or placing new unsaved orders (tried to order a few donuts and it crashed the same way twice). The app also has an issue when changing to different WiFi networks or from WiFi to LTE when you switch and try to hit “Ready to Pick Up”. The App says encountered error try again later. I tried several times but then I was already outside the Dunkin’ so I cancelled the order and ordered again but the app actually charged me and ordered it twice. Thankfully I was right outside and I was able to stop them from making a second order and was refunded. I also had an issue when trying to add a promo to my order after picking my items where going back and adding the promo then going back to my order actually doubled my order but that could’ve been my mistake. If they fix the crashes and make the app a little more intuitive it would be easily 5 stars !.Rev0lixVersion: 5.4.4

My reviewI’ve been a huge Dd supporter for many years now. A couple problems I’ve had with the Dd by me that I’ve said several times is the people they hire don’t seem to get enough training. They & no matter how many employees they’ve went through, screw up orders or they’re not educated enough about certain products in the store. Then 300 of my points were taken but I never got the free donut I was supposed to. I let it go, but again that’s 300 points I now don’t have. And bc my fiancé picks up Dd on a regular basis & not me ( bc my car was totaled years ago) but the visits are more than what the app actually knows. I don’t always get to use the app nor am I with my fiancé when he goes there. And I’m really disappointed in the fact you’ve never went back to your normal hours for being open. Plandemic comes, & suddenly you change your hours which is a huge scam bc anyone who’s not brainwashed should know the facts of what this world is coming to. They might have control over you? Idk but you’re losing money if you’re complying with these psychopaths. . It’s really aggravating that you’ve remained closing at 10pm!! And I bet you any money i could get a petition going & get hundreds or more signatures. I’m only basing this for my area. But i could make it towards any Dd who also remained puppets. Otherwise, I love Dd always have & always will. But changes need to be made to benefit you & your customers. And while I’ve been typing this, for some reason I can’t see anything I’m typing?? So if it looks weird, that’s why. Yet I’ve got no idea why I can’t see my words?? Thank you, Desiree Nasti.NastigrlVersion: 11.19.0

The app is convenient, not happy about the change to DD rewardsI’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 original dunkin’ donut). 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 any rewards program out there. 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 accidentally 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 intended store 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 there, DD! I just wish you could use your points to buy whatever you want and not just what DD has designated eligible to buy using points..Ejoy01Version: 11.17.0

Great, when it's accepting orders....I love this app. LOVE. But lately I'm so frustrated by it I was moved to write a review which I don't typically do. I've had two instances at two different locations where they never got my order. One place at least made it there stat and got me on my way. The other asked me to come in and place the order again, which I had NO time to do defeating the purpose of the app. And I had already been charged for the order. BUT my biggest frustration these last few WEEKS and different locations but mainly with the one on 755 Main St Weymouth (the busiest location in the US) is repeatedly getting an error message "Unable to submit order at this time. Try again later. ". I have plenty of money in my account. The location is already selected and I go thru the entire order selection only to get this at checkout submit. No explanation. So frustrating. But what I have noticed is it happens most often on weekday mornings and weekend mornings and early afternoons. You know, the most common times you'd want your coffee. And the busiest times for this location. It's as if the location can turn off receipt of orders during these times. It's happened so much it has to be more than coincidence. I refuse to go in because it's always chaos. Food lines are 6 deep because of large orders and because staff on coffee can't or aren't supposed to help out the 1 or 2 staff on ovens. It's taken 40 minutes to get a couple wraps and a hash brown. My coffee is all gone and my child's drink is long done. So I usually use the drive thru which is faster but screws something up every 3rd time. I love my DD coffee. I should buy stock in it I'm there at least every day. If not twice a day. And this app is terrific. When it works..MamaLovesDDntsVersion: 4.13.2

Items not available through appI love Boston creme donuts. Unfortunately when I try to order them on the app, it says item not available. When I go to the store to pick up, I see the Boston creme donuts every time. The same thing happened with munchkins today. Also, if has issues with Apple pay. It will say payment not completed. For a while I tried this over and over and never got notified my order was ready. Finally one day I used my debit card instead. When I got to the store, both orders were there and I was charged twice. I was on my way to work ( rushing of course that's why this app exists)so I did not have time to complain in person, and it wasn't really the stores fault anyhow, so I just paid twice. Now I wonder if I paid for the other apple pay orders were charged to me weeks before that. So, it would be nice if Ali available items were available on the app and nice to be refunded for orders I did not receive. The people in the store are pretty nice. Update. Last Friday I my order was short one donut. I was in a hurry and did not notice until I got to work. I had to give my donut to the person who didn’t get theirs. Hungry at work is no fun! Today, Monday, my hot food was ready, but no donuts were ready. A asked for help. I got snapped at. !WHICH ONES. I said “for Emilie R.” She snapped “which donuts!” I hesitated, thinking, she went and grabbed the correct donuts and walked away. I had tried to order 2 bagels on the app but my order only had one. I said I need another bagel. She walked away. I walked out angry and yelling. So frustrating.Purple Skates 88Version: 7.15.0

Needs to be betterThe 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..IcedCappQueen95Version: 11.4.1

Needs to be consistentI use the app almost everyday so I can avoid repeating my order on the speaker each day (my coffee is a bit complex to them I guess), and I usually don’t have any issues. The reason I took a star off is because not all of the specialty items show up on the app, so today when ordering the two Gold Joy donuts which were not on the app anywhere, I had to substitute with another donut and then ask at the speaker for them to change it. I was met with a serious attitude about how I didn’t order those on the app and they cost more because of the charity part of the cost goes to and so on and so forth. Now I of course have no issue paying the price of the donuts, if the app had made it possible to do so! So this is why I am removing the 2nd star.. To be treated like an idiot and talked to like I’m trying to get over on her the extra 60 cents the 2 donuts cost, especially when I am a loyal daily customer just put a seriously sour taste in my mouth. This is not the first time I’ve been treated poorly at this Dunkin’ and I have complained numerous times and have NEVER been contacted like it said I would be when putting the complaint through. It just seems this cooperation cares more about the $$ then their customers. Very sad! 😡.KaylaMichelle90Version: 8.6.0

The DD failureI 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..Peter M….Version: 11.3.1

New system is amazing for boosted members.The amount of people writing negative reviews because they no longer freeload is laughable. Yes, they’ve made it harder for those of you who just come in on two Mondays to get 200 points and then get a free super expensive drink. And as they should. But for those who actually visit frequently, you get free drinks must faster. Boosted members have a ton of coupons that double pretty much everything you order. Every time I get a drink it’s twice the points. There also coupons for free food items with the purchase of a drink in which I will still get the double points for that drink. You also get double points on donuts and breakfast sandwiches. I visit Dunkin a lot because I work near one and I’ve already had about 7 free iced coffees since the update. Mind you, you get even more base points as a boosted member. I will say though the points for redemption don’t make much sense. A bagel costs more points than an iced coffee even though bagels are cheaper. I love the coconut refresher but it’s 200 more points than an iced coffee despite being about the same price. And 900 points for a frozen drink is a bit mucho not gonna lie. But either way, it’s pretty easy to rack up thousands of points so I deal..AngelhazeeeeVersion: 10.0.0

Terrible functionMy biggest problem with this app is it rarely works. If you ask it to refresh and show the balance on your pre-loaded card, it constantly says the wrong balance according to what they scan at the register and say that I have. It’s told me before I had $12 for example, and the people scan at the register and say I have three. The rewards are practically worthless. I go there twice a week and I might get a free cup of coffee every other month. But none of that matters compared to trying to load my card with value. It should be simple but every single time I do it there’s a different problem either preventing me from putting value on, or showing me a screen that says there’s an error so that I do it over and over again end up with $60 added to my stupid Dunkin’ Donuts card. Then I go through an entire order on the go process and at the very end when I try to pay and be done with it it says my location doesn’t support ordering on the go. Do you think you could’ve maybe told me that beginning before I went through a ridiculous 30 steps to try to get an order in? Terrible terrible execution on this app. It’s absolutely ridiculous that they can’t make this app function properly, never mind Be worthwhile to use..Kristi (Salvo) ClarkVersion: 4.21.0

I’m a loyal Dunkin’ customerI have had so much problems with your app... I will reload it then I will get to the store to use my reward card and I get a app error message. It’s happened way to many times lately. When you first come out with this, it was working well, now I’m just wasting time on trying to get my $ off of my card account just because your not willing to finger out the problem consumers are having. We are on our way to work, appointments, etc and we don’t have any time to keep trying to get our funds off of your companies reward card account just because you have decided to change around your application. It’s not easy to use funds that you have already accounted for when we get to your facilities (restaurant) just to find out we are out of luck with using our DD Perks card because of technical difficulties. Can you please fix this problem. I’m going to have to find a new coffee shop (Coyote Coffee), it’s not about the money, it’s about service to constantly whose dependable on their perks card! I actually have no idea if you read these messages but I hope that you are. Thank you.Take it or leaveVersion: 6.9.3

Needs workThree stars should be enough to tell you that the app functions fine, but that’s it’s not particularly good. Favoriting items isn’t a simple tap of a button, instead it’s a stupid process. There’s no swipe from the left to go back, so you have to hit the back arrow at the very top. Navigating the menus feels like an app from 10 years ago, too clunky. In order to see nutrition info you have sort through a HUGE PDF of all the menu items. I’ll get promotional emails, open the app, and the thing I was promised isn’t there. Don’t get me wrong, the points system is pretty nice, certainly better than Starbucks. And it does to the *minimum* of what I think it needs to be as a coffee chain app, but it needs a refresh. I would especially love to see an actively-updating nutrition info section for when you’re building your coffee order. It would be nice to know how many calories, fats, sugars, etc that I’m adding/removing from something so I could choose healthier options. But of course that would require quite a bit of change on Dunkin’s part, and given how little the app has evolved over time, I worry such things would never come. Hopefully they’ll read their reviews and try to freshen things up..CometsCometsCometsVersion: 11.22.1

Poor Training and Customer ServiceI have been a daily customer at the Dunkin store on Madison Ave in Elmira NY for years, but no more. They seem to be training their people to set-up several drinks rather than finishing the orders. This is fine if there is one person setting them up and a second completing them, but one person setting up a dozen drinks and then completing them just creates a store full of people waiting for drinks, there’s no flow through. I order on the app and watch my drink sit there half done for 10 min. I asked to see the manager today and the response from the worker was quite rude. After taking her time to get the manager, I calmly explained my observation to the shift manager, who was very professional, while the worker continued to make rude remarks. She should have been fired on the spot, which I did also state. This is not the first time that I have witnessed the staff being rude to customers at this store, seemingly without repercussions, so I expect this worker will be allowed to stay as well. You lost a faithful customer today Madison Ave Elmira NY Dunkin!.Vern2868Version: 10.17.0

Favorites Needs to be BetterI order online through the app while i’m leaving school so that I can grab it on my way to work. Because I’m usually pressed for time, the favorites function is perfect for me. But though in theory it works just fine, it’s almost impossible to set favorites efficiently. You can only create one based of an order you’ve already placed, and then you can’t go back and edit the actual items you want to order on the saved favorite. It would be fantastic if I could make the favorite ahead of time, without having to actually order it, and then change it later if I need to. It has the potential to be a fantastic feature, but isn’t very user friendly and just feels like a money grab to get you to buy more from them. Chances are if I’m making a favorite, then I plan on using it a some point and you shouldn’t force me to pay for it every time. I’m still giving the app 4 stars since I still do enjoy the food and majority of the app works fine, but I ask you to please make an effort to fix this issue as it’s incredibly inconvenient for no reason..Lexir52Version: 9.3.0

I love DD! I do have feedback on the app thoughI really love Dunkin’ Donuts and I’m happy that they have an app. I love that I can order ahead and my order is waiting for me when I got there either through the drive-through or I can walk into the store. Some cons to the app, I can’t custom tailor my order at all! There is no way to comment and or add anything to my order through writing and /or spot to add/drop things to a food or drink. This is disheartening because that leaves me to have to then go to the store and have them adjust my order therefore leaving me to have to wait for my order to be finished (this then the gates the whole pre-order process). Second con, I ordered on the app the other day and when I got to the store (I went in) they did not 2 of the donuts I needed for my order. The cashier has no protocol as to how to refund my money (she ended up giving me cash back... is this even the process??). I’d love to know if I’m missing something on my two comments or if other people have the same issue. Again I love Dunkin’ Donuts then I’m a loyal customer..404040 4040Version: 4.23.7

Improvements NeededWhile I’m a Dunkin girlie and a fiend for the Butter Pecan, Dunkin has a few kinks to workout, esp with the app. For one, I hate that you can’t cancel an order, ESPECIALLY when you get to the location and they tell you they are out of what you ordered. For one, I shouldn’t have to go through a bot to get my money back. They should be able to cancel in store or I should be able to in my app. And the order system should accurately reflect available inventory so I’m not ordering something, only to drive miles and waste gas to find out the flavor or item is unavailable. Starbucks can do this. So I’m certain Dunkin can. Also, whenever I order cold foam, it’s a rarity that I’m handed my drink without having to mention that I ordered it. I’m thinking there’s a difference in what they see on the backend vs what I see. Lastly, I’m so tired of ordering a latte and receiving a coffee as though I don’t know the diff. A latte is also considerably more money. Please remake it. Those improvements would make a world of difference!.ArtypantzVersion: 11.15.0

Awesome app saves time and moneyI’m surprised by the poor reviews because I’ve had nothing but success using this app and I use it daily sometimes more than once a day. I’m happy to not have to have long conversations at drive thru’s and I just say “hi I placed an app order for (name)” and they say “great come on down”. No lengthy repeating my order to a busy associate who is juggling a hectic morning commute. I like the creativity in my favorites and being able to apply my specials and earned points to my orders and know exactly what I am spending each visit. I get tons of free coffees because it’s easy to accumulate points. I took away one star because there is absolutely no way to add a tip to the order during or after the transaction. After my order is complete my Starbucks app asks me if I want to send a tip and what percentage I would like to send. So the technology exists why doesn’t Dunkins use this too? I get awesome service at my local Dunkin’ and I want to add a tip. Let’s face it- we app users seldom carry cash. That would be my only suggestion but I believe it’s a much needed improvement the developers need to address..Knadeau1972Version: 7.5.1

This app keeps charging me twice when i reload my card!The app is great as far as being able to order and not standing on a long line every morning, especially for dunkin donuts with really slow employees. I no longer have to leave my house earlier and risk being late to work depending on the pace of the employee behind the counter and the amount of people waiting in line. However, when i re load my card through the app thats hooked up to my bank card it charges me twice! I always have to call my bank and explain to them so they can refund me. This happened again yesterday. Its about the 6th time they have over charged me. Now my bank is telling me to contact the app creator and they are not removing the double charge! Who ever created this app needs to fix this issue. For example, i hit add $10 to my card and i am getting charged 2 $10 fess from my bank with only one $10 charge available on the dunkin app to spend. On another occasion i added $10 and it only showed up as adding $4 on the dunkin card when $4 was not even an option! These quirks need to be fixed. I don’t like throwing money away and i am sure no one else does either!.Beachbl0ndeVersion: 4.23.1

Long Time User/STOP MAKING CHANGESDunkin!!!! Stop changing the app every three months! It is one of my most used apps…but as soon as i get it figured out, it changes!!! All apps seem to do this…WHY?!?? Do app developers ever just think about the consumer? Consistency is GREAT. The only complaints I have otherwise is that the location services are awkward…when Im out of town especially, i need the app to just show me the closest Dunkin’ easily so I can order. It’s often used in the car so ease is important. Also, there never seems to be an easy way to cancel an order, usually needed when the location i chose was incorrect. Regardless, i love Dunkin and my app. Just stop changing it! And maybe notify upfront that funds are low instead of when u are submitting the order. I wrote this a while ago…my newer complaint is that there are seldom offers that I can sincerely use. I liked the old style better. I order on Mondays always but am unsure if I’m actually getting the bonus points because it seems I need to activate the offer first. Anyway, I appreciate the app, but as I said before, stop changing things so much..Ewesa🌀Version: 11.18.1

My spending should be confidentialI love dunking and I love the rewards you get through the app but I think what you spend should be confidential between you and the app because employees feel entitled to decide weather they think you deserve the rewards or not and they always try to say they’re out of a certain item like if you get a cookie for a dollar hey always say they’re out and they try to give you a donut instead when the cookie is worth more than twice as much as the donut Like last time I went to pick up my order and the employee told me they ran out of cookies and she said if I wanted a donut instead and I said I would like something of the same value and then the employee responded saying you only paid a dollar for it and I was like yea because that was the deal I had to buy a drink to get the cookie for a dollar and that “deal was the only reason I went I think she was mad because the drink I got to get the donut was an espresso shot but that’s none of their business that’s also a reason why I use the app so I don’t have to deal with young naive employees but besides that the app is great.CloneSznVersion: 11.5.0

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Dunkin' Negative Reviews

New Rewards has me realizing maybe I don’t need coffee anymore…I used to love DD and I felt like it was a good mutual relationship. I spent a lot of money. They rewarded me. It was a happy existence. This new app seemed ok at first. They gave free sandwiches and such which seems good until I realized my “free breakfast sandwich” required me to pay for egg and cheese. Oh and same thing with the free wrap. What a joke. You couldn’t even get a breakfast sandwich that was in fact free. I have to spend a ton of money to get a free drink now. It is just pitiful. You used to get a free drink for your birthday and now you get a donut. A reduced in size donut (bc they have shrank too)…DD a lot of your customers can’t have sugar or don’t do sugar and you give them something they can’t even use for their birthday. Just give a stinking coffee that’s what people want, drinks. No one really goes to DD for the food and especially not the donuts. Though the tomato pesto grilled cheese was good. You charge like 8 bucks for a breakfast sandwich you microwave….we all know it’s a rip off. Anyways I’m done ranting. I’m bitter about this break up as you can tell. Anyways…this and other things have lead me to stop going to Dunkin. I now feel like it isn’t worth all the money I spent there…I don’t feel valued and I am falling out of love. I’m sure if I feel this way others do too. My husband does. I imagine that even though they are giving away less business is going to be hurting..Anna17268Version: 10.2.0

So Many Times Not WorkingI want desperately to leave my Starbucks app and go to DD. Unfortunately, I have had so many issues with this app. At least 5 times I’ve tried to use it within less than a mile of DD stores and it can’t find any stores. (Yes, location services are on.) Other times, it indicates that the store in question doesn’t participate in order ahead even though I’ve used that store at least 50 times. Another time, it read insufficient funds even though there was more than enough on the app to cover the charge. Another time, I participated in the MasterPass special option to give a $10 DD card using MasterPass and get a $10 credit on your DD app/card. It didn’t work, I contacted DD 3 times via email and first got an automated answer explaining what MasterPass is. (Yes, I know...been using it quite a while.) The second response was from a person who basically copied and pasted the first response and I never received a response to the last email. I just feel like DD could get so much more business if they could work out all the kinks in the app. When I’ve asked about it at the stores, the employees acknowledged that they have a lot of customers saying the same thing, but they aren’t seeing much improvement either. Come on...help me ditch my Starbucks addiction and acquire a DD addiction. I’m willing...just waiting on an app that works more than 50% of the time..GingerburckerVersion: 4.23.7

Horrible App… Very Frustrating and Disappointing!!!This app is absolutely horrible. All I wanted was 2 dozen donuts of my choice for the next day. It wouldn’t let me choose more than 12 donuts of my choice but there was a way in another section to order 6 or 12 donuts (but not of my choice). So I had to settle for 1 dozen of my choice and 1 dozen of someone else’s choosing. So I placed the order the night before thinking there would be a way to schedule a time for pickup the next morning but nope; the order placed for immediate pickup. Called the store (took about 15 tries and 30 minutes before someone finally answered) to try and straighten it out but they had already made the order which was inadvertently placed twice and charged twice to my credit card (this was somewhat my fault because when I went back into the app to try and see how I could change the pickup date/time, the app showed my order with a button next to it that said “place order” so I thought maybe I didn’t actually finish placing the order so maybe that’s why I wasn’t able to schedule it so I placed the order but it placed the order again). So now I have to contact a manager tomorrow to straighten it all out, get my order, and make sure I’m only charged once. TOTALLY FRUSTRATING!!! I won’t be placing any future orders through their app (until/unless they make changes)..Hubert DayVersion: 8.11.0

Consistent issuesMy app freezes, has a fancy “favorites” feature but when I try to use it to reorder I get an error message that it can’t add it to my order right now. It’s just a medium ice coffee-nothing special or seasonal. It will let you add everything to your order and then tell you that it can’t process it now. The Dunkin’ Donuts I used to go to regularly just stacks all the orders in a small spot so several times only half of my order is there when I get there and I end up having to ask someone for help and I’m in the store longer than people who didn’t order through the app. My order isn’t large, sometimes two drinks and a sandwich but something is missing or someone accidentally took it. When I’ve ordered seasonal flavors if they’ve run out the app doesn’t tell you. I ordered a pumpkin ice coffee and was very upset when I got to work and realized they put no flavor in my coffee because they were out of pumpkin but the app made it look available. Plain Dunkin’ Donuts iced coffee with no flavor or no sugar is not very appetizing and i has to just dump it. I thought the app would make me go to DD more often but I actually go less. Even when you earn a free drink if you wanted something special like an almond milk or turbo shot they charge you extra for it. So the free drink reward is really a limited free drink reward. Come on DD. You can do better than this! I’d like to be a regular again..Jax1106Version: 4.23.5

App Good Custimer Service NotSo I had a wrong order at Dunkin I don’t live near and I called the rewards company to attempt to fix the situation since I did pay with my app so they have the transaction, I also paid with my money on my online Dunkin card. When I called Customer Service did absolutely nothing to help me besides say they would call the store and the store would give me a refund. Which I then asked to speak to a supervisor…they then would ONLY allow the supervisor to email me and have the store in question call and refund me the money. I called the store they can not refund me unless I go back there and they see it and refund it, which I can’t do. As I attempted to tell the customer service lady (who found have easily just gave me my refund or enough points for a free refresher *order in question* and that the Dunkin’s around here are not affiliated with each other so if one Dunkin messes up I can’t just go to another which is why I called the APP for the refund as they can see the order and everything front of them. They were not helpful at all. Even the McDonald’s App is more helpful. So now if I want my drink fixed or added on enough points for the refresher. They refused the woman from Dunkin called me and was also completely baffled they thought THEY could fix the situation and couldn’t understand why they couldn’t (the customer service team) couldn’t just fix the issue for me and still have her too. I still have not been contacted by a supervisor or anything. Absolutely ridiculous. Only reason they received a 2 is because I do LOVE the refreshers. Awful experience. Awful Customer Support System for an app. Anywhere else this would have been settled immediately..Amber VincentVersion: 10.9.0

I have officially quit purchasing from Dunkin’ DonutsI have been with Dunkin’ for a few years now. Their rewards system was good in the beginning, but now I have had enough with them and their system. I should also mention their prices as well. Their rewards continue to get worse from when I started with them, and their most recent change was the straw that broke the camel’s back. Their prices continue to go up, but people will say it’s because of inflation or some other excuse. When I started their espresso shots (turbo shots) were at .99 cents and now they are currently at $1.39. For a cold brew being more expensive than a regular brew is just beyond ridiculous. I have found a place in my local area that roasts their own coffee beans, their cold brew is the same price as a regular brew, and their espresso shots are .60 cents. This local coffee shop has been around for years. Before going to Dunkin’s, this coffee shop was more expensive than Dunkin’s; that is why I made the switch. Well now the pendulum has swung and I am happily going back to this local coffee shop who not only had great coffee to begin with, but has made improvements since I have been there without any serious price hikes. Dunkin’s, I am done with your prices hikes and awful business “promotions” that you claim to be improvements: Improvements for who?.TestableDaddyOVersion: 10.17.0

Good idea. Bad executionThis app is a great idea. It lets you order whatever you want from Dunkin' and skip the line. Just run in and get it, leaving all the other customers in the line wondering why they didn't order ahead instead of waiting in a long line. HOWEVER, the actual execution of this app falls short of all the hype and promise. The auto reload function has been completely disabled, which in the long run has saved me money since I've stopped going as much. I have chosen a Dunkin' as my store for pick up but when I hit the confirm start my order button I noticed it defaulted to a totally different location. This has happened at least 4 times. I have ordered a 2 coffee order 15 min ahead and yet neither coffee was made when I entered the location (this happens more than not). I have received strange combos when ordering a turbo shot for an iced coffee. The turbo shot came on the side in a small paper cup. I have been told what I'm getting is what I ordered when I can look at the receipt and see they clearly messed up my coffee but refuse to change it. I have changed my go to location thinking it was just the employees at the store messing up my order. I can go on. Instead I have chosen to use up my few remaining free coffee coupons and find a new way to get my coffee in the morning or any time of day..Waxturtle7Version: 4.13.2

App forces user to give up credit card infoMy wife went to the closest location to get bagged coffee for home, and they didn’t have our favorite. I decided to try using the app to search nearby stores in order to find the next closest location with our favorite coffee. Much to my surprise the Dunkin Donuts app won’t allow customers to use any part of the app without giving up credit/debit card info. Unfortunately, because we buy several bags for ourselves and other family, this and rude staff at more than one nearby location has us discussing switching our coffee choice to a competitor. The only answer to this is an all inclusive one. Many people have mobile devices, but don’t have credit/debit cards. Many others don’t want to give up their credit/debit card information for obvious reasons. Those customers should not be excluded from at least being able to shop their local stores. The number and type of poor reviews about this app, and other customer service issues mentioned is a direct reflection of how disconnected Dunkin Donuts management is from their customer base. If they continue to fail their customers they will certainly join companies like Hardee’s/Carl’s Jr., Pizza Hut, etc. which are becoming dinosaurs due to their inability to effectively comprehend their customers desires..ZipperbugVersion: 4.23.2

Love the idea, but ...the stores don’t executeI got this app thinking it would be as awesome as a certain competitor’s app. You order and pay ahead, then just pop in and pick up your ready-made order at the counter. That’s how it works with the competition’s app. Except no. The Dunkin’ shop doesn’t put the order together until you get there. There is only one Dunkin’ near me, and due to their long lines and constantly getting my coffee and food orders wrong, I seldom go there. Seeing this app, I thought I’d try them again for a very early office meeting. I needed a couple dozen donuts and some donut holes and a coffee w/cream and sugar. Simple stuff. I ordered the night before for drive thru pickup. Because the app only confirms during store hours, the next morning I confirmed and tapped “on my way” on the app about 20 mins before I actually arrived at the shop. When I showed up at the drive-thru, they said they had received my order but I had to pull into the parking lot and wait. It was at least an additional 8 minutes before they brought it out, and huffily at that. Unpacking at the office I realized they shorted me the number of donut holes I ordered, even though the correct number was clearly listed on the receipt. Turns out a great concept and app can’t fix a shop with consistently poor customer service..WordlygirlVersion: 4.23.5

The app took my money in a roundabout wayI washed to get a cold brew at night and was using the app to find an open location best where I live. The location closest to me was closed but a different location further down the street was listed as open on the app and allowed me to place an order. I get you the location and the lights are off and it’s completely closed for the day. I tried to initiate a refund and the initial response from the chat bot was to offer 500 Dunkin points to resolve. When I said that wasn’t sufficient and I wanted a refund it told me it had to make a ticket for someone to check on and they would respond in you to 2 business days by email or phone call. Since it’s Friday night on a holiday weekend I might not get a resolution for my issue until next Wednesday. I think the entire problem would have been resolved if the app didn’t suggest a location that was closed for the day, it offer the ability to process a refund if the order hasn’t even been started at the location. I likely won’t be using the app ever again because if this experience and recommend against anyone using this app to order from any location you’re not certain is open. Don’t use it to find an open location in your area because it might waste your time and money as well..DebumattVersion: 10.16.0

Parts of App DifficultI’ve found 2 really frustrating parts of this app: - the nutrition values are on a massive PDF chart and you have to hunt through tiny thin lines to find the one item you’re looking for. Today the Fall Seasonal PDF was 50 pages long, and that is JUST the Fall stuff- doesn’t include the entire menu. Make that stuff per item on the item’s page of that app! -if the store can’t accommodate an item on the order, requesting a refund must be done through the app and there isn’t any easy way to do that. I had to contact customer service not under the order section of the app and wait for an email response. I was told that the refund, if approved, could take up to 14 days to process. The email requested details that were part of my order, which should be visible on the receipt in their system. The automated chat didn’t ask for any information about what I was requesting a refund on, which meant I’d have to continue a conversation with their customer service to give all the details needed. It felt like it was made to be intentionally hard to find and difficult to use in an attempt to thwart people from requesting a refund. This should be something you can opt to do from the order receipt, which contains all of that information for whoever sees the request for help!.BeardedLadyNatsuVersion: 10.14.0

Great when it works, worthless when it doesn’t.I loved this app so much that I told friends and coworkers about it. But for the past few months, I have not been able to load value from a credit/debit card or even from a Dunkin’ Donuts gift card. Every so often I try again, but as of this morning I’m still getting app error when trying to add value. My cards have been hit multiple times on occasion but still did not add value in the app. Then calling the customer service number is ridiculous. The call wait time said about 30 minutes and was well over an hour. This is not an exaggeration. I only stayed on hold waiting only because my card had been charged six times for the value I was trying to add in the app and it still did not show any value added. When I finally did speak with someone I was told I’d have to wait for the charges to just fall off. They did but it took a few days. Not even sure why it charged me when the app said it wasn’t completed. I’ve tried uninstalling and reinstalling the app and that didn’t fix it. Seriously this app is worthless if you can’t even add value with an already paid for Dunkin’ gift card. I waited before leaving this review hoping they get it together and fix the issue but it hasn’t happened..YipyskpyVersion: 6.1.1

Worst mobile ordering app everI’ve seen college kids build better ordering apps, that actually work. The location settings are completely bogus, searching for a location manually hardly ever works, reverts you automatically to the wrong DD. The actual ordering, sure add everything to your checkout cart, might HAVE TO ADD IT 5 times before it actually appears in your order. Then it takes forever to process the order, which for me it hardly ever does and I’m using high speed data or even on great WiFi, always an issue. Never an issue when they want to add money to your card though, they great that as soon as you hit confirm but try to confirm an order and it takes forever. Today I tried for 15 minutes to simply order one thing, didn’t work. Then I was logged out, try to log in says all my details were wrong...they weren’t, change my password anyway, I sign in on the browser website works fine, sign into the app, error... What a crock. Save your time and sanity, coffee costs the same at Starbucks, any handcrafted drinks may be $2 more but honestly it’s worth it, the Starbucks app never fails and the rewards come quicker. Load $20 at Starbucks you’ve got a fair amount of drinks and will have 2-3 free drinks in between. Once this money on my card and my birthday reward are redeemed, deleting this crap for good..ShaiRenee93Version: 4.23.7

Will not be using in the futureI had a very difficult time using this app. It was my first time downloading it and I intended to get the $6 meal deal. Now I can understand if the deal is only actually applied if you order nothing more than the items listed, but it should clearly specify that. Telling me it will be applied after placing my order, then showing additional items at a discounted price when I go to add them, only to charge me full price for everything is very misleading and feels intentional. Sometimes the back button or view cart button wouldn’t work on certain pages, so I had to click on a different item just to see my cart. (Or restart my order entirely) Seems a bit like they’re trying to make it seem like their scam of a promotion won’t work because of a glitchy app. Would not recommend. Just place your orders in person. Also, if an item isn’t available at my location, you should tell me what that item is so I can remove it, instead of having to guess at which one is the least likely to be in stock. Better yet, only have items available at a certain location listed on their menu to begin with. It has me select the location first thing. It cannot be that hard to have the menu updated to reflect what’s in store..DangerhesVersion: 11.7.1

Lose money when making adjustment to the default menu optionsYou guys really need to make sure this works right because you are stealing money from your customers by it being broken. For example, if you order a sandwich on the app and add extra cheese, it will show on your receipt the way your order it. Unfortunately this is not what the store sees and the print out is different. I ran an experiment to test this by ordering an egg and cheese sandwich. I selected American cheese as the default (yellow cheese) and the. Added in addition to that white cheddar. The only thing they added was the white cheddar and that was the only cheese listed in the print out associated with the item. I verified the order number was correct. So I was charged for extra cheese but not given the cheese that should have come with the sandwich by default. This is happening with drinks as well. I called D&D support yesterday morning and they said they would escalate this issue as urgent. I asked about how you do software delivery and was told that if the issue was urgent enough, a hotfix could go out that same day. It’s now the next day and you have not released any fix. Let me end with this… is stealing money from your customers not an important enough problem to solve with a hotfix?.ThejessicawolfeVersion: 8.10.0

New Rewards ProgramWhile the old rewards program had its limitations and you could only receive a free beverage, I do think it was much better than this updated (and confusing) rewards system. With the new system there are so many exclusions in each category that you have to wonder what you even have to choose from? Additionally, the old system had extras available that you could add on. For example, if you used your free beverage token to get a drink & you wanted to add an espresso shot to it you had to comp only the price of a shot of espresso. This is because the token only covered the price of the base drink and so on. This applied for certain milks too. I’m not sure if this still applies for the new app but I think this feature should be available for the food items as well. For example the donut reward is only available if you get a “classic donut” which okay I understand, but why can you not choose a specialty donut & pay the price difference? It won’t even let you add the coupon. The rewards system & pricing are genuinely the two things that I thought held Dunkin’ superior over Starbucks, but now even the rewards system has changed. Overall, I’m not impressed..Imas 12345678910Version: 10.0.0

UX failsNoticed a couple of UX fails in the Dunkin’ app recently: When using the reorder feature for a breakfast sandwich, it automatically changed from a plain bagel to croissant, which I’ve never ordered before. Now I have to double check to make sure it’s not switching out on me without my permission. Twice in the past 3 days I’ve mobile ordered a breakfast sandwich from the same store, only to show up and it hadn’t been prepared yet. The reason? Both times they were out of plain bagels. Why would your app let me order something that’s out of stock? I mobile order 10-15 minutes ahead of stopping when I’m running behind and barely have time to make a stop. Unfortunately, this UX flaw has cost me 8-10 minutes each time I have to wait in line and tell them my mobile order isn’t waiting in the pickup area, then they have to go through and figure out that my order hasn’t been prepared yet because they are out of plain bagels (and what Dunkin’ store is out of bagels at 8am?!). If your mobile order platform was linked to the store’s live inventory, I could have saved time by ordering something that was in stock. If this isn’t possible, maybe consider implementing substitutions in the order process (by asking a question such as, “if we are out of plain bagels, what are your ranked choices for substitutions?” ..and then listing options like sesame bagel, croissant, English muffin, etc)…maybe not a great solution, but I can’t be the only person running into this issue and it wasting my precious time. Mobile order is meant to save time but lately has tended to cost me time. I feel like blaming the store and not going back (they are on about 4 out of 3 strikes because their location would be convenient), but I’m pretty sure the app/inventory UX issue is to blame..NorthernskierVersion: 8.13.0

Frequently losing money in this app. Kind of a scam.Dunkin will only allow you to pay for your food through the app using a DD card, no using debit or Apple Pay or anything else (like most, if not all other fast food apps). Even worse, to add money to the card you must put a minimum of $10 on the card and no less. On 5 separate occasions in the past year (including today), when I added $10 to my Dunkin card my bank account was charged for the money, but the money never showed up on my DD card. That’s $50 Dunkin has taken from me and I have yet to get any of it back, or any food in return. Every time this has happened, I’ve called Dunkin to get my money back or at least get the money to show up on the DD card. Every time I call, I wait on hold to speak to someone about it and that call is never answered. As I am writing this, I am still on hold with Dunkin and it has now been 45 minutes - even though I was told my wait time was estimated at 2 minutes. My bank cannot cancel the charges without first speaking to someone at Dunkin about it, and so far 100% of the time I have been unable to reach a representative. I’ve spent hours and hours on hold just trying to get my own money back. The only way to contact Dunkin through their app is a phone number that will get you nowhere. This has happened to me and many of my friends and nobody gets their money back. So if you want to use this app, keep in mind your money will someday be stolen from you. I’m a loyal customer, but I will say Dunkin is a greedy brand that constantly raises prices and wastes my money on sneaky business tricks. Thank you for taking the time out of your day to read this, and I hope it helps someone..GreedyRacerVersion: 6.2.1

Garbage appI get Dunkin’ Donuts a couple times a month for my kids, and finally got the app this morning, figuring it would save time. First issue came up when I tried to use a $10 gift card toward my $26 order, and the app didn’t have the ability to split payment between my gc balance and my debit card. Annoying, but whatever. I successfully placed my order, got a confirmation in the app with receipt and order number, and took my time leaving the house. Now, when I order through the drive thru, my order is typically ready in less than 3 minutes. It’s not a particularly busy location, and when I arrived this morning, 25 minutes after my order was placed, there were no other customers. Went to pick my order up and they said they hadn’t received it. I showed them the receipt on my phone and they again insisted there was no order in their computer. I pointed out the fact that the location on my receipt matched the address of the store, so eventually the manager got involved and gathered the items on my receipt. In the end, a process that should have taken 20 minutes round trip, took twice as long thanks to this craptastic app. Awesome work Dunkin..HgblueVersion: 10.14.0

Office Space Scam!!I am absolutely outraged at the way Dunkin' Donuts is scamming their mobile app users! After ordering my coffee using the app, I found out that the remaining change in my account could not be applied to my order. The only option was to add a minimum of two dollars, and even then, I could only add by the dollar so that even if I added more money the scam would just perpetuate. This is nothing short of highway robbery! It's the same kind of scam done in the movie Office Space, where they took rounded pennies by the millions. And now Dunkin' Donuts is doing the same thing but with much more change by nickel-and-diming their loyal customers! This is unacceptable, and it should be illegal. By not allowing the extra change to essentially ever be used, they are holding millions in their mobile user's wallets that aren't being spent because they make it so hard to do so. With 19 million US users, this is no small scam. The CEO of Dunkin' Donuts should be arrested for this kind of shady business practice. It's time for consumers to stand up against these kinds of scams and demand that companies like Dunkin' Donuts start treating their customers with the respect and fairness they deserve. Until then, I will be taking my business elsewhere, and I urge others to do the same..BFlan7Version: 10.4.0

Worst major chain app systemThe app is functional, but the integration with their chains inventory and how it is used by the franchisees is deplorable. There are numerous occasions when I’ve either ordered via app went to the drive thru and they either don’t have half the things I’ve ordered, completely missed an entire section of my order, or never received the order. In which I have been billed multiple times, I have had to go inside to look at their inventory to order again, etc. And the worst part is that the locations themselves have no control over refunding from app orders. I hate to say it but it’s a completely archaic integration with the locations themselves. And for that.. this app is useless. I actually will hesitate from going to Dunkin’ because it’s so frustrating and I know I’ll end up having to manually order. While that sounds pretty lazy, if you have children that are so picky about the specific donuts they want, and bagel type they want, and you have to remember each and everyone when you have to go inside after you spent an hour with them individually picking out their’s on the app…. It will drive you to want to tell them Dunkin doesn’t exist anymore so you never have to do it again..BJ KaplanVersion: 11.15.0

Terrible updating and mobile order abilitiesThe app does not update accurately with the amount that is still available on you DD perks card. It does not update at the time of purchase as I have been waiting 15 min plus to see how much is left. Furthermore I went into the app and looked before mobile ordering to see how much I had on my card. Then when I went to go order it had change from $10 to $6 or just decided to update from weeks ago and I had to load more money. Then I try to submit my order and I get an in app error saying they are unable to complete it. Then I go the the Dunkin’ to make an in store order and when I am waiting at the pick up area there is a mobile order for me, the one the app said did not go through. So then I look at the app to see my balance, however I can’t tell if they charged me for the mobile order because the balance has not adjusted for my in store purchase let alone the mobile order. With all of these inaccuracies, it makes me want to spend more on Starbucks because at least when I pay it updates automatically right after I order. The only portion that takes a little longer showing is their rewards. Overall the Dunkin app just makes a simple task complicated because of its inability to function properly..MegggCVersion: 5.3.1

Refund Refund RefundPlease give stores the ability to refund. I have lost so much money as a result of the store not being able to fulfill my order. This weeks Example - 8/1/22 Order placed at approximately 5:05am. Extra large coffee, chicken bacon sandwich. Upon my arrival I find out the store does not have chicken. The store can not refund. I was given the option for a different sandwich, another coffee or reach out to DD directly. I have reached out to corp several times on other situations with only to be told that the store owner/manager has to review and call me back and that corp can not do anything. If this is truely the case why am I am being directed to call you? Surprise surprise I have never had a call back. A few months ago I was forced to reach out to the BBB for the corporate office to take an action. Ultimately, I went with a coffee that cost me almost $5 vs the $3 I normally pay vs reaching out to corp again. This is ridiculous I should have been refunded the full amount instead of the store owner getting more money. Stop stealing money and deliver what is ordered or refund the customer immediately. No other restaurant app works in this way. I love Dunkin coffee only. If changes are not made I will be forced to go with another company..Bad SouthwestVersion: 9.4.0

Awful serviceFor the second time in a row I choose to turn 600 points each time to use towards my order at the drive thru in Standish Maine both times the girl at the window told me I couldn’t use them towards my order I asked her why not she said I got my sandwich on an English muffin instead of a bagel so the points weren’t valid. I told her she was incorrect however if that was the case where did my points go and she assured me they are still available. My app shows them used and gone and not only did this happen with payment but she/they gave me a bag with what I thought was our food order, handed me our coffee and said have a nice day. Upon leaving the drive thru in the bag was only one sandwich not two and the almond croissant I paid for as well was not in the bag, then to top it off my coffee was made incorrectly. With this being a second time happening I may just stop going to dd, prices are already high and when you can’t use your perks and they are just gone after earning them and terrible service with incorrect orders it’s not worth it anymore. I’ve asked twice now where are my points if your not letting me use them and have just been assured both times they are still on my account and they are not..CJ32 Porter MaineVersion: 11.9.0

IF I COULD LEAVE NO STARS I WOULD!!!TWICE in LESS than 3 weeks have I been ROBBED of my hard earned money by this App. Both times employees of the store & their customer (NO) service line have failed or even TRIED to do anything to resolve the issue. The “order on the go” feature seems great & is when you just want to pick up & go. However lately I’ve been getting “error” messages when I click submit order. It first happened July 29th on my way to catch the train to school. So I went into the store paid for my drink & head to the pick up counter only to find that my drink I ordered on the app was actually there so the order did go through & I was charged. However for some reason whenever you are in a actual Dunkin donuts the app won’t ever refresh so it won’t show you that you have been charged and unfortunately the employees there don’t know how to give refunds which is beyond me. I was told to call the customer service number to get my money back which I am still waiting for. Then again today while standing inside a bathroom of Dunkin’ Donuts I placed an order and received an error message. So when I went to the front to ask the employee is in order had come through she said no so I placed my order in store paid and now seven hours later I see that I was charged twice for The same thing again. Even though I am receiving error messages and clicking cancel order after I receive those messages my money is still being taken off of the card. It is now three weeks from the first incident and no one has reached out as they said they would or refunded me my money and it has happened again. HORRIBLE!! I am deleting this app and I will never spend a dime in this establishment again I will go to Starbucks!.THALIA L.Version: 5.0.0

Select Drive through as pick up option if you want an order to be pre-madeNew user of app here. It needs to be clearly communicated that if you are pre-ordering via the app that your expectation is that your order will be ready when you arrive. Right? Isn’t that the point of pre-ordering? This is only the case if you select pick up in store, if you select drive through then they actually don’t start making your order until you arrive in the drive through line and inform them you are there to pick up a pre-order made through the app. What’s the whole point then of the pre-order then? You are not saving any time, you can place your order when you arrive in the drive through line like everyone else. I was not told this which made for a very frustrating experience Since I placed a large order for a meeting that I needed to be at early in the morning. I placed the pre-order and select a drive-through expecting to be able to pick up my order already prepared in the drive-through line. That is not the case if you want to pre-order and save time you MUST select pick up in store otherwise they will not start making your order until you arrive in the drive-through line..LisamoneeVersion: 5.4.5

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