Complaints

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• Initial Complaint

  Date:12/01/2023

  Type:Billing 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 go to Dunkin daily for my coffee. They offer free beverage coupons through the company that both private and corporate franchises observe. They all observe them similarly. I ordered a coffee, with extra flavoring (charged on the receipt). After scanning the free drink coupon, the total came to zero. The owner then added a charge for a 'local item' and refused to give the product we purchased, until we paid the extra charge. She claimed this was for 'extra flavoring' which we had already been charged for on the receipt. I paid the total and received the receipt, noticing they charged me for a 'local item' (unsure what this is, as no extra product was received). When requesting a refund, the owner ripped the drink from my hand and refused to give me my free product. To my knowledge, when they claim free drinks, corporate pays them for the total. I believe, this dunking is fraudulently charging customers for 'local items' for products that should otherwise be free through Dunkin's reward program. This is not the same total I was charged for the exact same drink through their location's mobile ordering system, suggesting that they are incorrectly charging customers for items they are not receiving under a 'local item' charge on the receipt. Contact with Dunkin corporate was attempted, however they brushed it off as a 'pricing' issue. There is clearly an inconsistent pricing scale they are using for the exact same product, and I believe this is being performed through fraudulent charges.

  Business Response

  Date: 12/16/2023

  I totally understand guest's point of view and guest's frustration which is due to Glitch in Dunkin Reward system which launched 2022. Few of the statements made by the guest are incorrect. The owner was not involved in this purchase guest had. It was an management employee guest was interacting to not an owner. When guest buys the same drink during normal purchase, the guest would pay additional charge for Espresso Shot $1.69, Almond Milk/ Oat Milk or Coconut Milk $0.50, Extra swirl $0.30/pump (4 extra pumps will be $1.20), however due to glitch in Dunkin Reward when guest add these additional items other then normal build of the drink, for some reason it is not getting charged for the upcharges. It was not a problem until Nov -2022, this only started after launching new Dunkin Reward last year, before that all customers paid for upcharges as there was no glitch! Some employees don't know about this problem so they don't charge for upcharges, those employees who are older, they know this problem so they charge the upcharges as local item. The local item is also part of our product mix with Dunkin Brands. It get's reported as part of the Sales. Customer can pay for it using Credit Card, Debit Card, Dunkin Gift Card or cash and it will all be deposited to that Dunkin's Business Account only, it does not go in any one's pocket. Dunkin Brand do not reimburse the store for any Free Beverage or Upcharges which guest is getting as Dunkin Reward. 100% cost of that drink is paid by that store, whether it is corporate or franchise. Customer is getting 100% free drink with normal build from local franchise location, cost of which is paid by franchisee. Any upcharges guest wants should not be paid by the store as guest can still get 100% free drink without upcharges. Dunkin reward glitch is reported to Dunkin Brands IT team by many stores, but they seem to not consider it as priority and restaurant employees, managers are forced to deal with some customers who are not satisfied with free drink only. Getting $3.70 medium iced coffee free $0 is not insignificant if we have to pay for $0.50 Almond Milk which we want in it, it is clearly posted on menu that it is $0.50 upcharge for that. All upcharge items are listed on Dunkin Menu at each store at Front Counter and at Drive Through. Let us all co-operate, let's look at a bigger picture which is getting a free drink. We can use free dairy (cream, milk, skim milk) in drink so we don't have to pay $0.50 for Almond Milk. I hear by request the guest to try to understand this problem and try to pardon the employee. We all work hard to give guests free drink as a reward to they loyalty. Thanks

  Customer Answer

  Date: 12/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Irrespective of your businesses struggles with a 'glitch', you are not legally allowed to charge two various prices for the same drink. Customers are not financially responsible for glitches within your corporation. Considering this is a glitch, it is something you must address with your corporation, and abide by your corporate's standards. It may not be a glitch and may be apart of their new system, however private owners would clearly dislike this change and continue to illegally charge customers for "local charges" of products they don't receive. It absolutely does not change the fact that your business practices are unlawful as you cannot charge two different prices for the same product. Because I am a gay man, this is grounds for discrimination as you cannot charge me more than the person who mobile ordered their coffee (a.k.a. you can't change their prices manually). Therefore, we will be further escalating this to expose the unsavory business practices you so choose to partake in. 
  
  Responder attempted to dissuade by suggesting I requested almond milk. No substitute was requested, instead two more pumps of caramel was requested. The total went to $0.00 before an extra charge was added and our product was withheld, even though the total zeroed out and said we paid. Regardless of system glitches, this is an illegal practice and is subject to intensive investigation of theft due to the amount of customers you have, and the impact that petty theft has when practicing fraudulent business practices in a city. The public is not financially responsible for IT issues on your end. No customer should be charged more than what they can be charged through a mobile order, however you are choosing to go beyond the law and punish customers for a company issue.

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

  Customer Answer

  Date: 12/23/2023

  I would also like it to be noted that I was charged according to the signage posted (extra swirl) and was zeroed out on the advertised pricing when I used my free drink reward. The business did not like that the brand has chosen to incorporate swirls into the free drink, and refused to provide me my order, until I paid for an item that rang up under “local charge”. This local charge is not a message on their signage, therefore the business provided a misleading response. It inferred that I wasn’t charged for the extra charge, but I was, it was just included in the free drink. The business is committing petty fraud, however provided the scale of business they do, this amount can accumulate to large theft of funds, provided that they verified they’ve been illegally or acting this since November of 2022. 

  Customer Answer

  Date: 12/23/2023

  I would also like it to be noted that I was charged according to the signage posted (extra swirl) and was zeroed out on the advertised pricing when I used my free drink reward. The business did not like that the brand has chosen to incorporate swirls into the free drink, and refused to provide me my order, until I paid for an item that rang up under “local charge”. This local charge is not a message on their signage, therefore the business provided a misleading response. It inferred that I wasn’t charged for the extra charge, but I was, it was just included in the free drink. The business is committing petty fraud, however provided the scale of business they do, this amount can accumulate to large theft of funds, provided that they verified they’ve been illegally or acting this since November of 2022.