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Business Profile

Breakfast

Dunkin' Donuts

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/28/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Around September *****th I ordered via mobile app and got a donut and a coffee from this location totaling $7.01, the donut was accurate to what I selected while the coffee wasn't. In short, they gave me a decaf, which was not what I ordered, and I reported it requesting a refund. The next day the location manager called, I returned the missed calls, he gave consolation options and I refused them all in favor of my money back which he agreed to. He confirmed a date and time to go get it and that was settled. The day I was to go to the store the manager called at 2:52 and as soon as I answered hung up. I drove over and the employee at the counter told me he had left at 3:00 pm, the time he acknowledged that I would just be getting off of work and accepted me coming in after. I reported this to customer support and they told me it had to be dealt with at the managers' discretion. The next few days they contacted me and told me that he claimed to have made attempts to reach out to me, and in turn, I sent them my phone records to prove he indefinitely made the one attempt in which he immediately hung up and left no voicemails from this number or any others. These people then ghosted me same as the manager of this location did, so I made another attempt to follow up. The person on the support line that I called put me on hold and promptly hung up, so I called again. I reported the existing issue as well as just having been hung up on while trying to follow up and inform this person that I am also able to be contacted via email, which they had, and she confirmed this statement and ensured that this would solve the problem. They told me that this had to be escalated to the management department and that I would be contacted within two business days, this was about two weeks ago on this coming Wednesday.The last attempt at contacting to get my refund I expanded it from just requiring the refund, but also to be reimbursed for gas since I drove there and back for nothing.

Dunkin' Donuts is NOT a BBB Accredited Business.

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