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: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.
Im writing to file a formal complaint regarding a disturbing experience my father and I had at your location at ***********************************************************************************************************************************, on May 21st around 2-2:15 PM.He clearly ordered three sandwiches, but the employee only rang up two, looked him directly in the eye while doing it, and proceeded to hand him only two sandwiches. When he politely tried to clarify the mistake, she instantly and firmly said he asked for two even though we all heard him say three. Her tone was rude dismissive, and condescending from the ******** honestly felt deliberate, as if she purposely didnt want to make an extra sandwich , possibly to avoid reheating the oven or extra effort. There was no apology, no smile, and no professionalism whatsoever. This wasnt just a mistake; it came off as intentional and disrespectful.Because of this, my father went hungry for the rest of the trip. This kind of behavior is unacceptable, especially from someone representing your brand. I hope this incident is investigated and handled appropriately. We will not be returning to this location.
Business Response
Date: 05/22/2025
The ************** Guest Support team contacted this guest on 5/22/25 and was able to address their concerns.
Initial Complaint
Date:05/20/2025
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 05/16/2025, I placed a mobile order at 7:28am. I went to go pick up my order and was told by two employees that the store oven was broken and they could not complete my order. I was told that I could comeback the next day to pickup my food. That was not an option for me to comeback and pick up my food. The manager stated to go to the Dunkin App and request a refund. I received an email the next day from customer service to email a copy of my receipt. I emailed the receipt on the same day and have not had a response since.
Business Response
Date: 05/22/2025
The ************** Loyalty Support team reached out to this guest by email on 5/20/25 resolving their issue.
Customer Answer
Date: 05/22/2025
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.

FAQ

Regards,
**********

Dunkin only refunded $4.37, the amount was 6.48. So they owe me 2.11.
Business Response
Date: 06/11/2025
The ************** Loyalty Support team reached out to this guest by email on 6/11/25 resolving their issue.
Initial Complaint
Date:05/15/2025
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.
I went to this Dunkin' location today, there was an incident that resulted in me being burned. Although the store did record the incident, I am trying to reach the corporate office! Unfortunately, the corporate number is no help, as you cannot speak with anyone. This is frustrating and disappointing.
Business Response
Date: 05/20/2025
The ************** Guest Support team emailed this guest on 5/20/25 requesting additional information to address their concerns.
Initial Complaint
Date:05/15/2025
Type:Service or Repair 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.
On my way to work one morning, I purchased an iced beverage from a local Dunkin location. After taking a sip, I immediately noticed something unusual in the drink and discarded it. Concerned, I contacted the store right away and was told a manager would return my callbut no one ever followed up.Later that same day, I began experiencing a burning sensation on my tongue, which was alarming considering the drink was iced. I visited the store in person, only to find that the manager had already left for the day.Since then, I have attempted to resolve this matter by calling Dunkin Corporate weekly for the past nine weeks, seeking assistance in reaching the franchise. I have also contacted the store directly multiple times and tried to get in touch with the franchise ownerall without a single *********** a long-time customer and a teacher who depends on her morning coffee, this situation has been extremely frustrating and disappointing. More importantly, I believe this may represent a potential customer safety issue, and I feel that it has been completely ignored by the local ************ this point, I am asking for Dunkin Corporate to step in and help resolve this matter, as the franchise has shown no willingness to communicate or take responsibility. I would appreciate acknowledgment, accountability, and some form of reassurance that this issue is being taken seriously by the company as a whole.
Business Response
Date: 05/15/2025
The ************** Guest Support team updated the guest's case and notified the appropriate representative on 5/15/25.
Customer Answer
Date: 05/16/2025
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.
Am I going to be contacted by this representative? No contact on 5/16

Regards,
********

Business Response
Date: 05/22/2025
The ************** Guest Support team contacted this guest on 5/21/25 and was able to address their concerns.
Customer Answer
Date: 05/22/2025
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 contacted them again. There was no resolution. They said they added notes to my case and that is all.

Regards,
********
Initial Complaint
Date:05/13/2025
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.
Dunkin Baskin is a franchise and is ran by the **************. They have poor scores from ******** and Brands. They have roaches in several of there establishments and never follow the proper accordance to resolve the solution. They fire employees without any formal proper termination. I lost my insurance for my son because they couldnt write a termination letter due to their franchise however when I contacted Dunkin corporation they stated they do issue termination letters. There district supervisor is currently under investigation due to alleging inappropriate relations with an employee.
Business Response
Date: 05/15/2025
The ************** Guest Support team emailed this guest on 5/15/25 requesting additional information to address their concerns.
Initial Complaint
Date:05/10/2025
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 purchased a iced coffee at 7:17 a.m on 4/21/25. When I opened the straw it felt grainy and discolored with dark spots on the orange straw. I parked, went inside and requested another straw. While driving away I opened the straw, placed it in my drink and began drinking it. There were grainy particles coming through the straw. Further inspection I observed the second straw was also discolored, grainy and there were clearly dark particles on the inside of the straw. My concern is there is an issue either at the facility where the straws were manufactured or with the product itself. I have made several attempts to reach someone through the customer service line as well as online with no luck.
Business Response
Date: 05/15/2025
The ************** Guest Support team emailed this guest on 5/15/25 requesting additional information to address their concerns.
Initial Complaint
Date:05/09/2025
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.
I have an ongoing issue with my local dunkin/baskinrobbins in which every time I go, especially the one closet to me, they take away the icecream as long as 2 hours before close. I've gotten a few reasons for this such as cleaning it once a week and also they just decided to put the icecream away early so they cannot serve it. From what I was told, the cleaning is once per week, and trust me, I've checked more than once in a week and it was the same excuse. I contacted Dunkin and recieved a response from the owner of the main location doing this and it was atrocious. It was nothing but a pre-made template response completely void of any thing I actually stated. It is horrible customer service. I understand that finding good employees that follow guidelines is difficult right now, but what is in corporate/owners power is to help remedy the issues when they happen, which has been failed to do so in my situation. I am hoping to hear back from someone high -up in the corporate customer care department about my issue. I will leave out other information such as the date I recently went to the location and such as they already have all this information from me.
Business Response
Date: 05/15/2025
The ************** Guest Support team emailed this guest on 5/15/25 requesting additional information to address their concerns.
Customer Answer
Date: 05/17/2025
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 was not asked for more information. I received an email stating the owner of the business would contact me. The problem is, this shows my complaint was not even read, as I had stated I already was contacted by the owner and their response provided no resolution and showed they did not properly read my complaint. I requested to speak to a member of management of the customer care team and it seems like this keeps getting ignored and I keep receiving pre-made template responses that do not address my complaint.

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: 05/22/2025
The ************** Guest Support team updated the guest's case and provided the feedback to the appropriate teams on 5/22/25.
Initial Complaint
Date:05/07/2025
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 placed a mobile order on 4/19/25 for Dunkin Donuts. It was a multi drink coffee order placed at 6:40pm. I had not realized the store closed at 7pm since I am not from the area. My brothers and I arrived to the store and decided to wait inside. Upon entering the store, the employee looked up and I stated we were the ones that placed the multi drink order but there was no rush we just happened to arrive sooner than we thought. The employee then informs me that 90% of our drinks were coffees and they had run out of coffee for the day. He also informed me that they closed in 20 min at 7pm. I then apologized for not realizing they closed so early and that we can just cancel the order since they didnt have any coffee. The employee then informs me since it was a mobile order he cannot proceed with the refund and I would have to go through the app. I tried in store but could not figure it out the employee looked stressed and said he was unable to do it with their system he provided me the tag of the order. I then placed an online claim for the situation asking for a refund. I recieved a prompt response from someone named ****. They informed me that the only way to process the refund is in store and not through the app. Due to me living hours away this was out of the question. He then asked if I would accept a gift card to which I replied yes. It has now been 3 weeks since the order was placed and 2 weeks since I accepted the giftcard. I have sent 4 follow up emails including a follow up claim. I have heard nothing. At this point, Dunkin Donuts has robbed me.
Business Response
Date: 05/08/2025
The ************** Loyalty Support team contacted this guest on 5/8/25 and was able to address their concerns.
Customer Answer
Date: 05/08/2025
[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:04/30/2025
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.
**** the manager disrespects seniors. April 30, 2025 1:30 pm Check #**** **** argues with good paying customers, he's right and anything you say is wrong. He offers me to put money back on my card, taunts me, and reneges. This is no way to run a business. They cheated me on my points; the previous time I went here the guy "forgot" to give me my senior discount, even though he was told, if you buy a special no senior discount, no senior discount for ordinary purchases. And they end up taunting you, aggravating you, you cannot have a good meal in peace and quiet unless you let them cheat you. Not good at all. The nighttime manager threatened to hit me, because he took a dollar from me and refused to give it back. I talked to the owner, their Dunkin lawyer **** in ************. Crickets. They simply do not care, and the seniors are a buzz on how the nighttime manager allegedly clips a few bucks from people on a limited income. He did it to me.
Business Response
Date: 05/06/2025
The ************** Guest Support team contacted this guest on 5/625 and was able to address their concerns.
Business Response
Date: 05/06/2025
The ************** Guest Support team contacted this guest on 5/625 and was able to address their concerns.
Business Response
Date: 05/06/2025
The ************** Guest Support team contacted this guest on 5/625 and was able to address their concerns.
Business Response
Date: 05/06/2025
The ************** Guest Support team contacted this guest on 5/625 and was able to address their concerns.
Business Response
Date: 05/06/2025
The ************** Guest Support team contacted this guest on 5/625 and was able to address their concerns.
Customer Answer
Date: 05/06/2025
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.] IT IS LIKE A FORM LETTER, DUNKIN' DOES NOT TAKE CONSTRUCTIVE CRITICISM
THEY SHOULD GIVE ME POINTS, IT COSTS THEM NOTHING
*** ********
************

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: 05/08/2025
The ************** Guest Support team updated the guest's case and provided the feedback to the appropriate teams on 5/8/25.
Initial Complaint
Date:04/27/2025
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.
Dear Dunkin Donuts Customer Service: At the ******************************************, on April 19, 2025 at I 04:55 AM the transaction was not as I expected. When I first walked into the Dunkin Donuts restaurant the line went two directions. There wasn't a sense of order. I walked out, reviewed the app, and I discovered also that I wasn't able to order through the app nor select combination specials available at other Dunkin Donut locations. When I entered again, I was only offered a medium size cup for the cold coffee. I requested no ice in my coffee. The employee said that she would only fill the medium size cup half-way. I did not agree. I requested from top to bottom the cup to be filled with the cold coffee. I felt that was appropriate. The employee became *****. I hadn't paid for my English Muffin, Sausage, and Cheese with the medium size cold coffee. Another employee began to take the order for the next customer. I informed the employee that I had not finished my transaction. The other employee continued with the other customer. The employee that received my order did not inform me that the transaction was finished nor provided the receipt. I requested the receipt. This was not the experience that I have had at other area Dunkin Donuts. It was dysfunctional. I was unable to understand them. I felt I had to repeatedly say, "So if I understood you correctly...What I think you I heard you say....This is what I would like..." I spent most of the transaction correcting rather than a simple transaction. For example, I felt it should have gone as here is my order, pay, and enjoy my breakfast. It should have been that simple. It wasn't. I would like my meal refunded. I paid $10.33. Receipt Information: Date 04/19/2025 Transaction: A000041317450527906658 Location: Dunkin Donuts in the ****************************************** Employee: BMG ****** **** another employee Terminal ID: 4143 Thank you for your review. **** ********
Business Response
Date: 04/29/2025
The ************** Guest Support team emailed this guest on 4/29/25 requesting additional information to address their concerns.
Customer Answer
Date: 04/29/2025
[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 their refund of the $10.33 does satisfy my issues in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

**** ********

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Dunkin' is NOT a BBB Accredited Business.