Dunkin' — Restaurant in Colorado Springs

EDIT After speaking with a manager named Kaitlyn, it turns out I was able to get a refund for the incomplete order after all. It turns out, Dunkin is trying to move away from being known as "Dunkin Donuts", and along with that means they will be cutting inventory on their donuts, so that might be very good to know for other consumers, because I was unaware of that change. I still stand by my statement of the app being avoided due to menu items potentially being discontinued and unavailable.

(original) DO NOT USE THE APP!!! I placed an order on the app (my bad), and paid through the app (also my bad). So, when I head to the location to pick up my items, I was told at the window that they were out of 3 of the dozen donuts I'd selected, and offered me to sub out to another type of donut. I then substituted to a different type of donut with the gal at the window. She walked away and then came back to tell me that they were ALSO out of the coffee rolls, I had ordered 3. At this point, I asked if I could just cancel the order and request a refund, since I would not be received 6 of the items I ordered, which I had two different gals at the window tell me that, since I placed the order on the app, I need to request a refund on the app. I asked if they could help me find out how to do that, because there is NO option to request that anywhere on the app, and they didn't know how to do it. I then just asked if I could get a cash refund or if they could refund the card I used to pay, and they said no, that they can't/won't do refunds at the store level. I asked to speak with a manager then because I still could not find out how to do a refund on the app and I found it very frustrating and frankly unacceptable they could not do a single thing to resolve the issues I was having. The manager of the day (not the general manager) came to the window and tried to help me, but also could not help me with the app refund request because he also did not know how to do it... He then pulled up Google and found the number for me to call the Dunkin/Baskin Robbins headquarters to request a refund and said I could take the parts of my order that they COULD provide. I told him I am still missing 3 coffee rolls that I paid for, and he took down my contact info and said "we'll give you call" and then mentioned the gal's name who helped me at the window, that it would be her who would be giving me a call. So... I came home without 1/3 of my order that I paid-in-full for, and they cannot refund me for not fulfilling my order to satisfaction, and then they basically robbed me because they didn't replace the coffee rolls I ordered but they could certainly call me later today... I'm not sure how a call is gonna help, I'm still out of money due missing items, and I feel extremely disappointed and dissatisfied with the service I got today. I will have to wait until tomorrow when the corporate offices are open to file a formal request for a refund; which is super irritating since the terms and conditions on their mobile app states if one of my items is out of stock when I arrive at the franchisee then I will be given the chance to substitute the out-of-stock items OR request a refund (which makes it sound like I could have resolved this at the store level....)

Every time I come to this location, there is ALWAYS a problem, no matter what time I come (morning, afternoon, evening, weekends, weekdays, ANY-TIME)... Shame on me, I know, but after not coming here for 4 years because they never have sufficient inventory, I thought they would have gotten up to speed on the demands of the location; I was certainly wrong and I hope to save someone else from the same frustrations/shortcomings I'm currently facing.

I will say, the manager of the day on site was nice, and at least offered apologies, and the ladies at the window were nice as well, but I'm very shocked that they cannot offer refunds at the store level... at the very least offer me a Dunkin gift card to compensate the menu items I paid for that they could...

This place is a joke! Every time I go there they are out of everything! Today I went through the drive thru and placed my order and the guy taking my order was very rude and short with me and laughing a smartass rude laugh when I said the wrong description for a donut. Then when I pulled up to the window he stated they did not have eggs that the delivery truck was on the way now! So he asked if they could substitute the eggs for eggs whites and I said I guess I drove 17 miles to get breakfast because my kids had a taste for egg sandwichs. Well they ask us to pull up and wait so 15 minutes later we get the rest of my order and as we are checking it the delivery truck was backing up and rudely honking his horn and screaming at me to move as I was backing up almost hitting people driving up behind me so I start going down the road and my daughter says that they put nasty eggs with huge chunks of peppers in it with sausage which we ordered bacon eggs and cheese. I cannot eat sausage or peppers due to my health issues so I had to drive back and my daughter ran in and told them and the same big guy that took our order was treating my daughter rudely when she told him we did not order sausage and peppers and that my mother will get sick if she eats it and he tells my daughter basically we were lying and that we ordered sausage and that we can only get those eggs with the green and red peppers in it and my daughter says we can wait for the eggs from the truck and he ignored her. So we wait another 15 minutes and we drive home 17 miles it takes a total of 3 hours just to get food. Our other food was hard rock bread and inedible so basically we paid $40.00 for food we could not eat. This is not the first time I wasted my time and money at this dunkin donut with it's rude clueless staff! I never had a problem at any other Dunkin' Donuts go...

Ordered a coffee, asked for lots of extra cream and even pointed at an example of what I wanted (picture on the wall) & the nice but seemingly unhappy girl at the counter said she'd leave room for extra creamer & give me some creamers to go. By the time my order made it to the boy making coffees in the back it became something totally different... not much cream & filled up so high that it was spilling out of the lid. I asked for a fix & got a nasty glare from the boy. I told him that I ordered something different and the girl said she'd leave room for cream and could he please pour some out & give me creamers to go. He made a face, then took my coffee and then instructed me that "for future reference" it was their policy not to take a drink back once it was handed across the counter. I responded (trying not to show my founding member Karen Club card) that the girl said I could have my order the way I ordered it.... more snarky facial responding from said boy. Hmmm. Since I have been a loyal patron of DnD since before this boy was conceived, Id have to say that I have a problem with that "future reference". He poured out some coffee & added about a 1/32 squirt of creamer and gave it back to me (as dark as it was to begin with).... No way, dude. You need remedial training. I tossed the coffee in the trash & left with the other $50 worth of items I purchased. Once I find the complaint line for this store, franchis, management, or whomever is responsible for this SS, I am going to see if they can help adjust the tone of customer service at this location. It used to have nice employees... not a snarky little entitled bleeper in the bunch. Sad to see how customer service has tanked in the current culture. Avoid this location if you want to receive the actual item you ordered without being snarked for requesting a simple...