Complaints

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

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• 

  Dunkin'

  130 Royall Street Canton, MA 02021-1010

• 

  Dunkin'

  8 Stiles Rd Salem, NH 03079

• 

  Dunkin'

  551 granite street Braintree, MA 02184

• 

  Dunkin Donuts

  1315 Upper Front St Binghamton, NY 13901

• 

  Dunkin Donuts

  25 Lower Hudson Avenue Green Island, NY 12183

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

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to reach out to Baskin Robbins twice with no response. The automated response says 48 hours and my original case was opened through the app on 6/22/25 so it has clearly passed that timeframe. Case # ******** and Case # ******** for reference. I joined the rewards program however I did not receive my free scoop in my rewards. I also didnt receive the free scoops for my parents which are in my profile.

  Business Response

  Date: 07/02/2025

  The ************** Loyalty Support team spoke with this guest on 7/1/25 resolving their issue.

  Customer Answer

  Date: 07/02/2025

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

• Initial Complaint

  Date:06/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Dunkin Donuts Customer Service,I am writing to formally express my dissatisfaction with a recent experience at your location at *************************************************, on June 24th, 2025 at 4:31 PM. The total amount of the transaction was $15.86.From the beginning of the interaction, I felt disrespected and uncomfortable with the way I was treated by a staff member who I believe may go by the name "Bona" or "Rona" (I am unsure of the exact spelling). With all respect to her religion, she was wearing an all-black hijab and working the front counter at the time. When I entered the store, she gave me an unfriendly look and said, What are you looking at? before asking for my order. Her tone and attitude felt unnecessarily rude and confrontational.After placing my order and handing her the payment, I proceeded to the Baskin-Robbins counter to wait for my milkshake. Again, she addressed me with what I perceived as a rude and dismissive tone, asking, What flavor do you want? without any courtesy or professionalism.I understand that everyone can have an off day, but as a paying customer, I expected basic courtesy and respectful service. I was in a hurry at the time and was unable to locate a manager to report the incident in person.Dunkin' states that customer service and satisfaction are top priorities, but unfortunately, my experience did not reflect those values. I felt disrespected and, frankly, discriminated against during this interaction. Im bringing this to your attention not only to share how upsetting the situation was but also to hope that it can be addressed properly to prevent similar experiences for others in the future.I would appreciate a response regarding how this matter will be handled.

  Business Response

  Date: 06/27/2025

  The ************** Guest Support team contacted this guest on 6/27/25 and was able to address their concerns.

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dozen donuts around 11:30 pm. The dunkin' app said these donuts were available so we made the purchase. I drive to pick them up and the gentlemen in the drive thru tells me they don't have any donuts. This is a 24/7 location. I drove all the way there, with no message, no call, nothing in advance about them not having any available. I asked for my refund and they told me there was nothing they could do and I would have to call dunkin' customer service. I call the ************************** number. The first rep I spoke with set up a case and apparently the store would reach out to me. I did not receive any phone calls. I called back a few days later and the second rep said they would process my refund and I would have it within the next week or so. I decided to wait 3 weeks but never received my refund. I finally called the ***** number back again today, where I was told the same thing, they have no power to offer me a refund but they would add to the case that has been open for a month for the store to contact me. I finally just contacted the store myself and I was told they did not have the power to send a refund and only the manager could assist with this. I asked to speak with the manager, they said none were there. I asked when the manager will be in, they responded by saying they don't know when and what days the manager comes in. I paid for a dozen donuts, I still do not have my refund, I was given the run around for over a month.

  Business Response

  Date: 06/26/2025

  The ************** Guest Support team contacted this guest on 6/26/25 and was able to address their concerns.

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Check number# **** Case Number#******** Employee ****** ******* I was overcharged by $2 via extra matcha powder, listed under "JOY IN CHILDHOOD CHARITY aka ****" which I never donated to any charity and NEVER was charged any extra fee for adding extra matcha to my already matcha drink. I contacted D.D. customer service which called 1 time on june 20th (I missed) I called back with no responds. Im needing BBB to step in so I can receive a return call.

  Business Response

  Date: 06/26/2025

  The ************** Guest Support team contacted this guest on 6/26/25 and was able to address their concerns.

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I mobile ordered on 5/19 to this location. After arriving for pickup, no one was there. I submitted a case with Dunkin customer support for a refund. ** said theyd have someone reach out to me from the store. After 2 weeks of back and forth with customer support about the store not reaching out, nothing has changed. It has now been an additional two weeks and Dunkin customer support is no longer responding to my emails.

  Business Response

  Date: 06/18/2025

  The ************** Loyalty Support team reached out to this guest by email on 6/18/25 resolving their issue.

  Customer Answer

  Date: 06/20/2025

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

• Initial Complaint

  Date:06/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/7/25, I placed a mobile order on the Dunkin app to purchase 4 1lb bags of whole bean coffee, Check #****. When I arrived at the franchisee location at ************************************************************************ I was informed that they did not have the item in stock. I asked for a refund and they said I would have to contact the phone number on the app which I did. The phone number does not connect to a customer service person to speak with so it was useless. I also filed an email complaint, Case # ********, and received a reply on 6/10/25, which stated the following: Hello ******,Thank you for taking the time to contact Dunkin'.We are sorry to hear that you had a bad experience at the Dunkin' restaurant in ************, **. We will alert the franchisee and/or our field operations team immediately to let them know what happened, and we have requested that they follow up with you directly regarding this issue. Please allow two business days for the franchisee or store representative to reach out and address the situation. If you do not receive a follow-up after two business days, please reply to this email to let us know.We have very high standards for guest satisfaction, and we are sorry that the restaurant let you down. We hope youll give Dunkin' another chance and come back again soon.Thanks again for taking time out of your day to let us know.Reinys ************** Coordinator Case #******** I have since followed up twice, letting them know that I have not been contacted and would like this resolved. This is the second time the same problem happened to me in the past month. The first time this happened was on 5/19/25, at ******************************************************************************. In this case the franchisee had 2 bags of whole bean and gave me 2 bags of ground coffee which I wasn't happy about but took it as a substitute. He told me to come back and he would give me the whole bean coffee I ordered and I went back twice and they never had the whole bean coffee (Check 5276)

  Business Response

  Date: 06/24/2025

  The ************** Loyalty Support team reached out to this guest by email on 6/24/25 resolving their issue.

  Customer Answer

  Date: 06/24/2025

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

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I travel a lot and go into many Dunkin Donuts. However, there was one particular ****** that theres a lady her name is ***** I believe shes manager and who always gives me an extremely hard time. When I get coffee from there, its either cold or theres coffee grinds in it theres no way for me to get my money back. Unfortunately, I get it mobile because I have a mobile business. Ive tried to call Duncans corporate and there is absolutely no way to get a hold of them. would like my money back for three extra large coffees that were either too cold or too many grinds in it to drink. Also, brain needs an attitude adjustment in a bad way. She is absolutely horrible manager. Ive seen her yell at her employees on several occasions and next time I will video it and put it on ******** everywhere. Brie needs a ****** in customer service and an attitude adjustment

  Business Response

  Date: 06/18/2025

  The ************** Guest Support team emailed this guest on 6/18/25 requesting additional information to address their concerns.

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my dunkin app stopped working and my cell company stated it was due to Dunkins website - I turned 60 on 4/2 I had a balance on my phone app then received close to $100.00+ in gift cards which were uploaded to the dunkin app then the app just stopped working. I have complained, emailed, called the number (which was with someone I couldn't understand) and also went to 2 different dunkins and was told I had a zero balance (which is untrue) which was humiliating since I went in the morning and a long line was behind me

  Business Response

  Date: 06/13/2025

  The ************** Loyalty Support team emailed this guest on 6/13/25 requesting to speak about their concerns.

  Customer Answer

  Date: 06/13/2025

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

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been going to Dunkin forever and today I noticed something changed. The bottom of the cup is recessed quite a bit from the bottom of the cup. Youre paying for an X-Large but receiving a large. You dont notice this until you turn the cup upside down. They are making alot of money and deceiving their customers.

  Business Response

  Date: 06/13/2025

  The ************** Guest Support team emailed this guest on 6/13/25 requesting additional information to address their concerns.

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At 8:30 PM On June 10, 2025, I placed an order through the Dunkin' Donuts mobile app and paid in advance for a beverage. I drove to the store, incurring fuel costs and expending my non refundable time, only to be informed by the cashier that she would not fulfill my order. The cashier said she was short staffed as the reason for refusing to prepare the beverage. I was the only customer in the drive-through, and no other customers were present, indicating the store was not even remotely busy.Preparing the beverage requires only one person, a task I have observed single employees perform at this location on multiple occasions without issue. The cashier refused. When I requested a refund for my order, she declined to process it. She was more focused on closing the store early rather than fulfilling her responsibilities. This was highly unprofessional and caused significant frustration, wasting my time, fuel, and money.The Dunkin' Donuts mobile application requires improvement to prevent such incidents. I have raised this concern with Dunkin' Donuts previously, yet the application continues to lack functionality that would prevent customers from traveling to stores only to be turned away. Similar real time updates would enhance customer experience and reduce wasted resources.I also note ongoing challenges with Dunkin' Donuts' customer support. Past interactions with outsourced phone support have been frustrating, often requiring multiple calls because agents refuse to transfer to a supervisor, which compounds the inconvenience. This pattern of poor service must be addressed.I'd like full compensation for my order, as well as reimbursement for the time and fuel. Additionally, compensation for the frustration caused by this and the anticipated effort required to resolve it. I urge Dunkin' Donuts to investigate the cashiers conduct, implement training to ensure consistent service, enhance the mobile applications functionality to align with industry standards.

  Business Response

  Date: 06/13/2025

  The ************** Guest Support team contacted this guest on 6/13/25 and was able to address their concerns.

  Customer Answer

  Date: 06/13/2025

  I am rejecting the Dunkin Donuts claim that they contacted me regarding my complaint concerning an incident at their store located at *********************************************. This claim is false as I have received no contact from Dunkin Donuts. My attempt to resolve this issue by calling the local store was met with significant obstacles further increasing my frustration. Saying the store contacted me was a lie. 
  I called the store at ****************** and was placed on hold for ***** minutes. An automated system repeatedly prompted me to end the call making it difficult and annoying to remain connected every two minutes it kept prompting me to enter a number to stay connected. Additionally I am exhausted by the need to call the customer support line through the ***************************************** application which uses outsourced representatives who are often difficult to understand and work with. When I requests a supervisor on the app support line Im constantly disconnected by the workers or flat out told no they will not transfer me creating further barriers to effective communication. One time I had an agent start talking to me like I was a baby repeating what I was saying he was acting like a child because I asked for a supervisor and kept denying a transfer. This is what Dunkin Donuts stands behind with their outsourced customer service telephone support line. 
  Moreover Dunkin Donuts has failed to address the significant flaws in their mobile application a central issue in my original complaint. I frequently arrive at the store after ordering through the app only to be informed that items are out of stock. This wastes my non refundable time and resources including fuel costs for travel. Competitors such as ********* provide real time inventory updates in their mobile applications notifying customers when a local store lacks stock. With Dunkin Donuts prices now comparable to ********* the company has the resources to adopt similar industry standards.
  Real time inventory tracking is achievable. For example updating the application to reflect sold out donuts as they are purchased would prevent customers from ordering unavailable items. ****************** must prioritize improving their applications functionality to respect customers time and resources. Furthermore the company should discontinue outsourcing customer support to enhance communication clarity and efficiency reducing the burden on customers seeking assistance.
  I restate my request for full compensation for my prepaid order from the incident on June 10 2025 as well as reimbursement for the time fuel and resources wasted traveling to the store. I also urge Dunkin Donuts to investigate the cashiers conduct improve staff training implement a real time inventory system in their mobile application and enhance customer support by eliminating reliance on outsourced workers. These steps are essential to prevent further customer dissatisfaction.
  Please ensure Dunkin Donuts addresses these issues promptly. Please dont falsify these correspondences and say Im satisfied with the outcome when issue's were not addressed properly. 

  Business Response

  Date: 06/24/2025

  The ************** Loyalty Support team reached out to this guest by email on 6/24/25 resolving their issue.

  Customer Answer

  Date: 06/25/2025

  Your refund doesnt cover my wasted time or resources, and it sure doesnt fix your broken app. Dunkin Donuts clearly doesnt care about people wasting their non refundable time or money. It also skips my other issues like your manager not knowing how to talk to customers or proof read an email accusing people of things that arent even remotely true, staff too lazy to make paid drinks or refund when they dont want to bother, and your apps failures. It ignores dealing with the outsourced workers who dont care, hang up the phone constantly adding to the frustration of trying to get a refund when using the app, and barely speak English. Its pathetic that Dunkin Donuts fix for their messed up business practices is to refund a drink weeks later and act like the rest isnt their problem and just ignore everything. I listed multiple issues, and you just blew them all off. 
  
  

  This was not solved or resolved in the slightest.