Business Profile

Restaurants

Dunkin'

Headquarters

This business is NOT BBB Accredited.

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Complaints

Name: Dunkin'
Address: 130 Royall Street, Canton, MA, 02021-1010, USA
Telephone: (800) 859-5339

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

Customer Complaints Summary

470 total complaints in the last 3 years.
202 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/11/2025
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.
Initial Complaint
Date:06/10/2025
Type:Delivery 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.
On 4/30/25 I arrived at this Dunkin Donuts Store #****** to pickup an online order made on the Dunkin Donuts app. I was alerted thru the app that my order was ready to pickup. Upon arriving at the location, an employee told me they didnt have enough donuts to fulfill my order. Yet I was still charged $34.75 to my Mastercard on file thru the app. I let the employee know that I was already charged for the order, and that I would like a refund. She told me she couldnt help me with that, and that I would needed to call ***************** I left paying $34.75 without receiving any product. I paid for an order I never received, nor was I refunded still to this day. Its now 6/10/25, and after 4-5 calls to Dunkin Donuts **************** line - I still have not been refunded my money. Dunkin **************** representative stated that I would hear from someone within 1-3 business days, but after 4-5 calls to them I still have not had anyone from Dunkin reach out to me for a resolution or a refund.
Business Response
Date: 06/11/2025
The ************** Loyalty Support team contacted this guest on 6/11/25 and was able to address their concerns.
Customer Answer
Date: 06/18/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
Hello,
Below in quotations is the response I received from a Dunkins ************** Coordinator. I am not accepting the businesss response because they have already given me the same response from the first time I called following the incident on 4/30/25. I have yet to be contacted by anyone from the franchise or Dunkin regarding my refund. This does not satisfy my refund request. I paid for product I never received and therefore deserve my money back.
Hello *****,
Thank you for taking the time to contact us about your experience at the Dunkin' restaurant in ********, **. We are sorry that you had a bad experience and will alert the franchisee and/or our field operations team immediately to let them know what happened.
We want every restaurant experience to be a great one and would like to have this experience addressed for you. We've provided your contact information to the appropriate restaurant team and have asked that a representative follow up with you regarding your experience. Since most of our stores are independently owned and operated, any refund or compensation would need to come from the location directly. We take guest satisfaction seriously and hope youll give Dunkin' another chance.
Thanks again for taking time out of your day to let us know.
*****
************** Coordinator
Case #********

Regards,
****

Business Response
Date: 06/24/2025
The ************** Loyalty Support team updated the guest's case and provided the feedback to the appropriate teams on 6/24/25.
Initial Complaint
Date:06/09/2025
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.
Theres no AC working at this location and its extremely hot for us customers and most definitely the employees. Its summer time they should have working air conditioning its unacceptable.
Business Response
Date: 06/10/2025
The ************** Guest Support team emailed this guest on 6/10/25 requesting additional information to address their concerns.
Initial Complaint
Date:06/04/2025
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.
Got bad cups of coffee Dunkin Donut refuse to replace spent $15 on coffee cannot use coffee coffee was bad
Business Response
Date: 06/05/2025
The ************** Guest Support team emailed this guest on 6/5/25 requesting additional information to address their concerns.
Customer Answer
Date: 06/09/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Dunkin' Donuts gave me a bogus number that's no good that answers in ****** or some God forsaken place they don't answer they don't speak English they passed me around to different extensions I way to half an hour and I hang up. I will never buy my organization Dunkin' Donuts again we spend hundreds of dollars every week. Not anymore I can't even get a cup of coffee replaced? Are you kidding me

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******

Business Response
Date: 06/11/2025
The ************** Guest Support team emailed this guest on 6/11/25 requesting additional information to address their concerns.
Customer Answer
Date: 06/11/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
I am on the phone with someone from ************* right now who speaks very poor English and doesn't know what to do with me. I have given him my case number 171-72371 and I get passed around like a hot potato repetitiously. Why are you telling me to call a number that does absolutely nothing for the customer? Now send me a gift card and let's be done with this I will give you my current address
FAQ

Regards,
*******

Business Response
Date: 06/26/2025
The ************** Guest Support team updated the guest's case and provided the feedback to the appropriate teams on 6/26/25.
Customer Answer
Date: 06/26/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
What kind of mumbo jumbo is this? I have filed the complaint with the attorney general in ************* for Consumer fraud. They have ***** complaints against Dunkin' Donuts. What is wrong with this company? Resend me a gift card or send me a gift card for my $12.85. Obviously my gift card doesn't work what is the problem where they can't send me a new gift card? I work next door to Dunkin Donuts and my whole company is appalled at this behavior and I work for a gas company with thousands of people and we are going to boycott Dunkin' Donuts down below next door to our building we don't need this with any of our ********s and I am not the first ******** that has a problem with this unethical company. We can go up the road to the Wawa and do our business. This Wawa behavior is absolutely disgusting. When you call ******** service you get a foreign country it's Columbia they barely speak English and they pass you on hold for 45 minutes and then they pass you to who they call the right people and you spend another 55 minutes on hold. I want my gift card replaced or I am going to go to a Dunkin' donuts and I am going to walk out with a box of coffee or maybe two boxes of coffee that equate my $12.95 and the joke is going to be on them. Shame Shame Shame on Dunkin' Donuts
FAQ

Regards,
*******
Initial Complaint
Date:06/02/2025
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.
The owner of this establishment is rude and does not care about customer complaints about his product. Ice cream is not kept cold enough and is served melted. He does not wash hands after handling money. He also does not honor Baskin Robbins rewards. The serving size of his ice cream are very small compared to other Baskin Robbins i have been to.
Business Response
Date: 06/04/2025
The ************** Guest Support team emailed this guest on 6/4/25 requesting additional information to address their concerns.
Initial Complaint
Date:06/02/2025
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.
I never got my first paycheck from March 2024. Worked for ****** Donuts on commerce way within **** station. They owe me roughly 400$.
Business Response
Date: 06/04/2025
The ************** Guest Support team contacted this guest on 6/4/25 and was able to address their concerns.
Initial Complaint
Date:05/27/2025
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.
I attempted to order online through Dunkin's app, which I've done countless times. When submitting my order, there was no error message, it would just refresh and display the checkout screen again. On the fifth try, I got a notification from my bank that the LATEST transaction had been declined and did I authorize it (because of so many back-to-back attempts). I authorized and tried one last time, same result. I tried a different card of mine altogether and got the same result. No error message just a refresh of the checkout screen. I check my account online and they've held $145 of my money on Memorial Day weekend. You can see at the top, there is a 3-digit available balance, which is more than sufficient to cover a $30 charge. I tried calling Dunkin... TWICE. Both times, the foreign agent hung up on me after assuring me they were looking into it. I called corporate again today, asked to be escalated... the woman I spoke with was rude and insisted that it was all on my bank's end that all of the transactions were declined. My bank assured me only the fifth transaction was declined because of repeated attempts. I asked her if she was fine with me never shopping at Dunkin again and she didn't have an answer for that. On top of the fact that the closest Dunkin to me is horrible, I get $145 of my money held for an entire weekend for absolutely no product and rude customer service.
Business Response
Date: 05/28/2025
The ************** Loyalty Support team emailed this guest on 5/28/25 requesting additional information and to speak about their concerns.
Customer Answer
Date: 05/28/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The number that they gave me is just another number for the same customer service line that I called and ran into the issue. After speaking to the representative in the foreign call center, I was transferred to a "higher department." The higher department stuck by the company line and when I asked for some kind of compensation for the app providing no feedback on the what went wrong and for my money being tied up over the weekend, I was told no. When I asked about them caring about losing me as a customer, I was told that they wouldn't do anything and they just repeated the company line again. This is a company that doesn't care about its customers and has ******* customer service and I recommend them getting an F from the Better Business Bureau and customers avoiding them.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****

Business Response
Date: 06/04/2025
The ************** Guest Support team updated the guest's case and provided the feedback to the appropriate teams on 6/4/25.
Customer Answer
Date: 06/04/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
This looks like an automated response. There's no new information from Dunkin' in this.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****
Initial Complaint
Date:05/25/2025
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.
On 5/8/2025, Dunkin Donuts removed 2768 points from my account that I earned to use to buy products at the store. They indicated that they changed their terms. I received no updated terms by email or text. I would like my points returned to my account.
Business Response
Date: 05/28/2025
The ************** Loyalty Support team contacted this guest on 5/28/25 and was able to address their concerns.
Customer Answer
Date: 05/28/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I reject their response that the terms are on the website. The terms changed from the original terms and I received no notification before my point were removed. Also, I never received a notification that terms changed so for these reasons I should have my points returned to me.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******

Business Response
Date: 06/04/2025
The ************** Loyalty Support team contacted this guest on 6/2/25 and was able to address their concerns.
Customer Answer
Date: 06/04/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
Dear Dunkin Donuts,
I'm not satisfied with your decision of 500 points because I had over 2700 points before this. In the future, you should consider giving users a notice that their points are going to be removed soon like most other apps do. I know you can do better and hope you will in my situation and provide a better outcome for me. Thank you.

FAQ

Regards,
*******
Initial Complaint
Date:05/22/2025
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.
Hello, I placed a mobile order for pickup 04/20, it stated it was ready for pickup, as I pulled into the business it was closed for the holiday, totally acceptable.I requested a refund for my order and refund of my points that totaling should be about $40.00. I emailed them three times with no response back or action being taken.
Business Response
Date: 05/27/2025
The ************** Loyalty Support team emailed this guest on 5/27/25 requesting additional information to address their concerns.

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Dunkin' is NOT a BBB Accredited Business.