Dunkin' Customer Service

Dunkin' Positive Reviews

Why change a good thing?I have been using this app basically since it came out I go to DD once sometimes 2xs a day I earn a free drink once a week at least when I catch 2x or remember to order ahead mondays I earn more. I love it I have thought about why they only have a reward for drinks it would be cool to earn bagels sandwiches etc. so when they updated the app and did that I was kinda excited except once I seen 900 points is needed for a signature drink that’s ridiculous it was 200 points for that drink I only drink coffee, macchiatos and lattes the 200 points Is for a free tea… they have 500 rewards for a latte I don’t like it at all!!! I had 311 points when it switched was one free drink any kind any size before now I can’t even use that on this new system. So I will have to spend around 75$ to get a free drink Instead of how it was before. I get it not all people drink coffee so they earn rewards but I’m a loyal customer I’m already past my 12 visits for the month and we are 7 days into the month. The more options are nice but don’t make me spend more money to earn the same rewards I was getting for cheaper before that’s not cool….RxQueenMeMeVersion: 10.0.0

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 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!.Ejoy01Version: 10.12.0

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..Jason's critterVersion: 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 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

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

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

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

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

Love this appI think this app is a great idea! I love that I can order ahead of time and my order is ready when I get there. I believe that this app can go through some improvements, though. For a week, I have ordered from one location, but somehow, the app defaulted to another location. So, I had to sit and wait at the window for my order to be put together. Twice, in the past week, I drive up to the window to get my order, and they are out of everything. So, now what? I have to sit and wait for my alternate decisions, and even so, my order still doesn't come out right. One of the improvements I think this app should have, is to list items that are available to order, per location. If someone ran out of a product, I think it should be listed on the app. Waiting to get to the store to find out they ran out of everything you ordered, is a complete waste of time. 15 minutes is the most time I waited for my order, and I was late for work..Dom10377Version: 4.13.2

Expectations vs realityI LOVE the new options of the app: ice amounts, and quantity of things in general!! However, when I order on-the-go (which I do most of the time because I have kids in the car), I RARELY- if ever- get it how I want. I stopped requesting less ice because I still got regular. I would Select “start order” when I left my driveway, just to see them frantically make it when I pulled up to the window. I’m a regular here- because there’s NO other DD on my way to work or close to me. I choose that because my kids hate being in the car as it is, so any time I can shave off the better. If it’s not going to be properly implemented and CONSISTENT among stores, franchise or not, it shouldn’t be an option. I am actually wrapping up this review after just getting my on-the-go order. If there is a standard for how much cream is added to each size drink, it’s not being followed. Today my drink is almost WHITE- and my last drunk was dark tan. I do love the product, but the inconsistency is very frustrating. Thank you so much for taking the time to read these! We appreciate it!!.Healthy hickeyVersion: 5.0.0

Hit or missDunkin near me in Eagan is very hit or miss. I stopped going for many months as I was fed up with ordering things on the app and getting there just to be told they don’t have it and I can’t get a refund but can get something else…. Just happened to me again today. Ordered a coffee cake muffin and was told they only have 1 blueberry left when I got there for my order. I don’t like blueberry. Now I’ve wasted another $3 when every penny matters these days! Usually my drink is at least good, but that can be hit or miss too depending on who makes it. I just really think Dunkin needs to figure out how to make it so you if you run out of an item at the store that’s available on the app, then it shouldn’t allow me to order it on the app. Caribou, Starbucks and McDonalds have that capability! We live in 2023 where people are making robots to become lawyers, so why is it so hard to make an item unavailable on the app when you run out?! Or why can’t I just get a simple refund when you don’t have what I ordered!? Get it together Dunkin!..EspressoBean102189Version: 10.4.0

Great....When it worksNot much to say, it’s a digital wallet app for Dunkin. Tracks what you buy and gives you points for each purchase. When you get enough points you get a free coffee. Makes paying a little quicker. Also able to take advantage of various promotions they run from time to time (like free donut with coffee purchase). The only problem is a recurring error message when trying to add funds to your Dunkin Wallet. There is no “rhyme or reason” that I can find as to why this error occurs. Some days it works, some days it doesn’t. I’ve currently been unable to use the app all week because every time I go to add funds I get an error message. Tried re adding my card info, closing the app and reopening it, even deleted it and downloaded it again. Still the same issue. Conclusion: more useful than many other similar apps out there (especially if you drink coffee regularly) but big issue with recurring error when trying to add more money to be able to make a purchase. Would have rated it higher but the error happens too frequently and is rather annoying..Mark to MajesticVersion: 7.3.0

DON’T BOTHERThere are 4 main problems with the app. 1. They don’t actually prepare your order until you get there no matter how much notice they have so you aren’t really saving time. 2. You have to load their DD card with money before you order and this is how you pay for the order. So DD always gets a few extra dollars because it’s impossible to pre-load down to the penny. While it’s a scam for their customers, I’m sure this adds up quite nicely for them. 3. What you order on the app is not necessarily what you’ll get bc the individual store may be out of what you ordered or just not have it that day. For example, I ordered a dozen donuts and picked out what I wanted in the box. When I got there they kept insisting I only ordered 8 - apparently the other 4 they don’t carry. Once they realized I had indeed paid for 12 this caused confusion. I kept saying I didn’t care, just pick 4 at random & eventually the message got thru, but it was yet more time wasted. 4. You can only order 1 dozen donuts at a time in the app. If you want more you need to completely finish 1 order (including telling them you are ready to pick it up) before starting another. This makes no sense. The point is to make things faster, especially for large orders that would slow down the line, not only the the customer within the big order but for everyone in line behind them. Great idea; poor execution. Maybe DD should study some other, more user friendly apps, like Chipotle, and try again..PsattyVersion: 4.21.0

Never shows my auto re-load!!Every time it’s auto reloaded and I check the balance it doesn’t show! I have 3 cards linked to my account. The other 2 will refresh, but NEVER does the main card designated as auto reload when it’s been uploaded! I fell for it once thinking maybe it didn’t go through? So did a manual upload waiting $10 cause No it DID, I seen on my receipt. It all of the sudden worked after I upload another $10.. That right there is a rip off and a scam to make you reload! All other cards were refreshing, but the primary card! And they put an expiration date on the free coffees we out right deserve! I like to save them up because I buy macchiato and don’t always want a large (as I buy the biggest size for my rewards) and I love an ice large macchiato when it’s hot! So why put a date on them at all? For what I pay for my macchiato I think they should give at least 3-4 months. A lot more tweaks need to be done also about on the go, but other here already expressed that for me!!.NikilinnVersion: 4.22.1

On the go orderingI am a frequent user of on the go ordering. However, there is a glitch in the process. I submit my order and I say I'm driving through and I am prompted with a question asking if I am ready to pick it up because they want to make sure my order is freshly prepared. However, when I get to the drive-thru, my order is never ready. It is only ready if I say I'm going inside. I don't understand the reasoning behind this. Obviously, if I'm ordering on the go I am wanting it to be available quickly. And I'm driving through because I don't have time to run into the store. It seems like a contradiction that the order would be ready if I say I am walking in but not when I'm going to the drive thru. My feeling is that if I say yes, I am ready to pick up and I have submitted the order, my card gets charged regardless of whether or not I show up. In my opinion, The order should be ready whether I walk in or go through the drive-thru..ShedaaawgVersion: 4.13.2

App needs improvementThe app is nice for ordering in advance, however there are a few improvements that still need to be made: 1. The ability to say how many pumps of a flavor shot you want, the same way you can with dairy, flavor swirls and sweetener. 2. Coupons should be reflected in the order total before you submit. Currently, you cannot see if you were charged correctly until after you get the receipt and by then your card has already been charged. 3. Happy hour prices need to automatically update and be reflected in the total. Again, you have to wait until after the receipt is processed to see if you were charged correctly for happy hour and often times, you were not...but now your card has already been charged for the incorrect price. 4. If the location charges extra for whipped topping or an extra pump of flavor swirl, that needs to be indicated on the order total. It wasn’t until I sent a ticket into Dunkin’ that I was advised why my subtotal and amount that was actually charged consistently had a 30¢ difference..LiLSoyVersion: 6.3.2

AmazingMy 3 old really wanted chocolate milk and I told her I would get her some when we went to the Dunkin Donuts. I asked for a chocolate milk when we got to Dunkin Donuts but they were out so my 3 year old started to cry. I decided to go down the road to another Dunkin Donuts and try again. So the second Dunkin Donuts I went to was the one on Congress Ave and Gun Club (Ranch House), they were out of chocolate milk as well I told them okay no problem and was about to pull away but they were so nice and they offered to added a little bit of mocha flavor to the white milk to make it have a chocolatey look and flavor. They made my little girls day and saved me from a disappointing my daughter for what would have been the second time this morning. You guys are awesome and I am very thankful to you all more then you know. Your kindness was not unnoticed nor do you know how much this meant to me as a mom and to my daughter!!.Blockstar9Version: 10.8.0

Auto refresh total & confirm locationI love almost everything about the Dunkin’ Donuts app, but I would like to see two changes. I would like for the total on the card to automatically refresh without having to push the button. Many times when I sign into the app, it shows me a total that did not subtract the previous order, so it looks like there is more money on the card than is actually there. I would also like to see a check system in place to make sure that you have the correct store. Even though it says it, if I am ordering in a hurry, or if something happens to distract me, I press submit out of habit, and it automatically sends the order to the last store from which I ordered. This is fine for those who never order from different places, but it makes me less likely to use the app while traveling. I have had instances where I have sent it to the wrong store and it’s ALWAYS a pain to resolve. There’s already a stopgap in place if you order from a different store than the last one, but not to confirm every time..Rosetalks1Version: 5.0.0

Reward Program DowngradesStarted using this app a couple years back and in addition to making orders reasonably fast and simple, there was an excellent reward system that provided a free drink (usually an iced latte for us) for roughly every $40 in purchases. Soon found ourselves stopping by 5-6 times a month and would have rated it 5 stars then. A change to the reward system made it more complicated AND less rewarding as the same iced latte reward required $70 worth of purchases. Pretty quickly we dropped off to a couple visits a month. Recently made a stop intending to trade 700 points for a latte, only to find that despite the drinks remaining the same price for a few months now, they moved the regular lattes up to 900 points ($90 in purchases). Looks like we’ll be stopping in once every 5-6 weeks now, as the reward incentive continues to decline. App works well for convenient ordering, but reward system changes have steadily reduced our trips to Dunkin and shifted most of our business to other shops in the area..Mthom50Version: 10.18.0

When it works..This app is awesome.. when it works. It has amazing features for ordering on-the-go, points, rewards, etc. Unfortunately, (for months now) I ALWAYS experience some sort of error when trying to pay, adding value, or adjusting payment options. I want to use the app and take advantage of the benefits, but now I just don’t want to use it at all because it is ALWAYS a hassle. Trying to get through your order quickly to pay and move on is impossible and frustrating when you finally get to the end and realize you still have to manually order and you can’t even get the points on the app because it doesn’t work. I think we should all get an extra free coffee coupon when the app is updated for all this trouble we have experienced and points that were lost from not being able to use the app. I will not be using it again until there is an update. You should be striving to make your app (and business) better than the competition, the Starbucks app doesn’t have these issues. Just saying..Elaine1coteVersion: 6.11.5

GlitchyOver the last couple of months the app is ridiculously glitchy, add “value” doesn’t show up but my bank shows successfully reloaded Dunkin Donuts then later that day or the next it shows up of course AFTER I add more value. Then if I order and pay it doesn’t deduct from the app, it deducts from the value but the app doesn’t update what I have left, so I’m thinking I still have $6.00 since that’s what the app shows and the clerk says you have $.39. Donut selection is rarely correct - sidebar: did you know not all DD’s carry the same selection? Anyway I’ll get there to pick up my order and find out (by me checking the order) I have to order a different selection (who doesn’t carry chocolate glazed) because the clerks play it off like I clicked on the “surprise me” donut. Plus the app only allows you to order 12 donuts per order but I buy 2 dozen, 1 dozen and 2 half dozen for our smaller departments. Wouldn’t it make sense to be able to place your whole order at once? Well I’m reloading the app, maybe it will start working right again..Luxury282Version: 4.23.1

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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

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

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

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

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

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

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

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

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

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

New reward systems is not good.The rewards system that was just recently released is a far cry from the previous version. The rewards system works off of points. You get a certain amount of points per purchase. Once you have enough points, or 200, you could get ANY free drink. The key here is “any”. Now, with the new update, they have more than doubled the points required to get a regular coffee at 500. For lattes, that’s a more modest 700, and if you want a caramel craze, which is just whip cream and caramel syrup on the sides that’s gonna be 900. This is a huge move backwards in terms of the rewards system, and it seems like it was a ploy to cut costs, but by doing so it has frankly betrayed the loyal customers, me included. I have instead decided to look upon this as a good thing, as I have also done some “cost cutting” of my own by starting to brew my own coffee at home. No longer will it be a gamble as to whether or not it will come out right. Oh, also, you used to get a free drink on your birthday. Yeah, that’s not a thing anymore, sorry. Instead, you get this amazing 3x points instead. Starbucks still has them though. I know where I would go if I wanted to get a free drink of “any kind” on my birthday..Cap. Al S.Version: 10.0.0

NOT convenientThe app does not update as to what inventory the store has. I ordered four items and paid for them on the app. When I arrived at the store to pick up my order, the staff informed me that none of the items I wanted were available, and I needed to choose from what they had available in the store. There were very few choices so I opted for a refund. The staff did not know how to process a refund for a purchase made through the app, so they told me to call the next day when the manager would be available. I tried to call the next day as directed but no one answered the phone. This went on for over two hours. I finally decided to contact customer service online. It took over a week to hear back and they told me they would give me a refund. After several back-and-forths they finally informed me they processed my refund. That was three weeks ago and I still haven’t received it. I’ve emailed them back twice to find out what happened and have not heard back. It is just not worth the work that you have to do if they don’t have your order to use the app. I won’t be returning to Dunkin’ but if you must have it, I say go in the store and brave the wait..TeacherathrtVersion: 10.16.0

Won’t refund orders made in store? Why not?I used this app to pay for two drinks at a store. I’ve been using it for years now, and never needed a refund from Dunkin. Even when their coffee tastes like crap, I’ve either just drunk it or tossed it… Today, one drink was great, the other garbage. So I asked the manager for a refund for one of the drinks, which he refused to do. I called the app customer service and they cannot do refunds via the app, only the store manager can do so at the store… and he refused. So what now Dunkin? You took my money, I didn’t take the coffee, and that’s about it? Another word for that is theft. The customer service at the store and the customer service via the app have left much to be desired. Between Dunkin’ and Starbucks, I spend around $200 monthly on “fast” coffee. I’ll use this as an incentive to get rid of the Dunkin app for good. At least Starbucks will honor their customers when they mess up their drinks either in store or via the app. Dunkin apparently doesn’t care about customer service… Also, while we’re at it, why is the same exact iced latte 3 different prices in the app, at a store in Manhattan, and a store in Long Island? Good-bye Dunkin app and Dunkin coffee..AndreM.Version: 8.11.0

Loyal Customer to StrangerI never thought I’d see this day come. Dunkin went from having a perfect simple and effective rewards system to the scummiest, most blatant cash grab “rewards” system I’ve ever seen. Making you jump through hoops and paywalls to get the same reward as prior, with filler consolation prizes. The reward you got at first took $40 worth of purchases, if not less with point promotions, to get your prize. Now it’s roughly $90 to get the same prize. Not to add, I have to go 12 times in a calendar month to rise in rank? The app doesn’t even explicitly say what that rise in rank does other than a vague “earn more points”. It’s a ridiculous and flawed system. To go from a straightforward masterpiece to this smoke and mirrors of garbage is outrageous. Not to mention extremely user unfriendly for casual customers, seeing how overwhelming it is to get a DECENT, not even good, reward. I’m going from being a very loyal customer to a stranger. I will not be visiting another Dunkin if this does not get fixed. Hopefully they’ll see what a horrible move this is when they realize trying to strong arm their loyal AND casual customers is only going to alienate them..Peasy1107Version: 10.0.0

Very disappointed and sadI went to Dunkin’ at 830 in the mornin hoping for coffee I have a panic disorder so I order from the app I ordered and was super excited to try the salted Carmel signature drink. I pull up they say my order was given to someone else I’m already nervous enough the lady ask can you tell me what your order was i get one word out of my mouth and she tells me to pull to the corner I start panicking thinking I did something wrong. I started to cry. They bring my Carmel order it said Carmel on the receipt glued to the cup. I open it and it’s a cinnamon specialty order. I’m already having major anxiety so I leave and call the store at home just to ask for a refund. I’m allergic to cinnamon so I can’t eat it and I had them redo the order 2 times already. The manager called me a liar and said that I order specialty when I order online so I know I didn’t. She hung up on me. After degrading me and calling me a liar. I started to have a full on panic attack. I just wouldn’t recommend this. I probably won’t leave my home for a few days due to my disorder now. I’m so upset still. The whole thing is engraved to my mind. I just wanted caramel that day…...I hate this store hhhVersion: 9.0.0

Dunkin’ DevaluationSo the shiny new version of the rewards system now has ALL the bells & whistles… and the free coffee that you could previously earn with just 200 points now rings in at a whopping 500 points. At the new accrual rate of 10 points per dollar, you now have to spend $50 for a free coffee (to reach 500 points), versus only having to spend $40 at the previous rate of 5 points per dollar (to reach 200 points), equating to a 25% rise in per-point cost to earn your “free” coffee. And the additional “Bonus Offers” that everyone is so thrilled by are fine, except that they are designed to negate your points, as you can neither redeem points for the Bonus Offer items, nor can you earn points when you purchase said items. That’s not exactly what I would call “rewarding”. ☹️ And all that aside, the performance of the app in general is HORRIBLE since the update, as I get the “Our ordering system is currently experiencing technical difficulties” error message nearly as often as being able to actually use it. 😐 If the service being offered is neither reliable nor cost-effective, then what’s the point in using it? 🤨.Knights Stuck!Version: 10.1.0

New rewards system is terribleI have been using the Dunkin app for a while, and I have even told other people that they should use it for the rewards system because I felt like Dunkin was one of few company’s that actually made the rewards system worth it. Well, not anymore. 20% more reward points because I have “boosted rewards”, but the number of points to redeem for a free item have gone up substantially. Before you could get almost any beverage for 200 points, even the $4.79 Iced Signature Latte. Now, to get a coffee (excluding cold brew and “premium sips” (aka all the good ones)), you need 500 points, and if you want one of those premium sips, it’s 900 points. Not worth it anymore. Also the app worked great before, it was one of the best food ordering apps imo, and now it literally doesn’t work for me at all. I cannot order on it, it just errors out. I’ve submitted feedback and called and it just doesn’t work. The app was pretty important because I’m on a campus and now that order ahead isn’t available, the line to order is ≈10-15 minutes. Thanks Dunkin!.Graham OrnsteinVersion: 10.0.0

Loading strugglesI greatly appreciated this app, despite the UI issues and messy information architecture. However, recently the app has been very slow, even on strong WiFi. Today, I placed an order and it took multiple tries to actually add stuff to my cart. The tap targets for the bottom right buttons aren’t well placed for an iPhone X (they run into the swiping area). I went to say that I’m ready for pickup, and it never loaded. I got several minutes of the animation, one timeout, and then a “we're undergoing maintenance” message. First, I’m not sure why rush hour is a good time for maintenance. Second, since my order didn’t seem to go through, I was ready to skip it. I decided to go to the store anyways and just order in person and saw that other pickup orders were there. I went to check and my order was ready. Had I decided to skip it, I would’ve been charged for an order that I didn’t know existed. I realize that the app needs to make a lot of network calls, but 1. please don’t do maintenance at peak hours and 2. sacrifice the animation in favor of actually giving me a confirmation message..CagimiVersion: 4.23.7

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