Dunkin' — Restaurant in Dallas

Didn’t get the items I wanted, asked for a refund, and was refused. I didn’t even want the substitute.

Listen, I know it’s not your fault when you are out of stock. You can’t produce what you don’t have. But when your own app allowed me to select those items anyway, and I don’t even get told you don’t have them until I’m at the window, and even then only about two of the items, I should be able to get a refund if I no longer want whatever is substituted on that item. First of all, everything in my order was wrong. Y’all didn’t have the type of donuts I asked for. You didn’t have the type of donut holes I asked for. You didn’t have eggs for the sandwich I asked for. You didn’t have the whipped cream for the coffee I asked for. The only thing that was even correct was a bagel and cream cheese and that was cold by the time you finally gave it to me. How do you not have any mangers on duty who can process a refund?. Your own app should tell me when you guys are out of stock if you don’t allow for this. Then when you tell me to go through the app, the app only offered me 500 points for an order that was completely wrong. When I said no I wanted a refund they said it could take two days before an agent even gets back to about the situation. So not only is that not even a confirmation about a refund, who knows if I would even get approved for one. Then if it was approved for a refund, I would then have to wait for that to process. And this is even IF IM OFFERED ONE.

I was at least told about the coffee at the speaker. Whatever, you don’t have whipped cream, you offer me cold foam fine. Not that big of a deal. Then at the window, you tell me you are waiting on my food. Shortly you tell me you don’t have eggs for the sandwich. I ask for a refund and you tell me you can’t do that. This upsets me sure, but whatever. THEN, I open the box of donut holes and THATS not what I asked for. There was no warning in this at all. When is ask about this, it’s only AFTER you tell me you don’t have that either. Then I get to work and the actual donuts is wrong as well!!! Get better training! How can you not offer a refund when I don’t want these things you substituted me and don’t even tell me! I’m told you won’t even have a manger on duty who can process this refund...

I'm super disappointed in the management at this store. When I came in 3 or 4 weeks ago I wanted to purchase 8-10 of the reusable cups/tumblers but they only had one left and the lid was cracked pretty badly, so I spoke with the manager and she assured me she would be ordering more in the next day or so and they would have them in stocks in about 2 weeks. Well I came in today hoping to buy the 8-10 that I originally wanted and surprise surprise there is still only the one single tumbler with the broken lid. Also I wanted to buy 6 of the Rockstar Energy Punch Drinks but come to find out they don't have any Rockstars in stock in this store. Thats pretty pitiful seeing as how this is a signature drink that's advertised with pictures on the display menu in the store. There should be no reason that they run out of Rockstar energy drinks, especially seeing as how gas stations and other stores that sell them don't have any issues keeping them in stock. And then the icing on the cake was the fact that I ordered 4 sausage egg and cheese croissants, but come to find out they only have enough croissants in stock to make me 1 of the 4 sandwiches I ordered. To be honest this is absolutely unacceptable! A store should never run out of supplies unless there is an issue with replenishment outside of the store......yet on my visit today there were 3 separate things I ordered that this store had issues with keeping in stock.....and there is no telling how many items they don't have in stock that I am unaware of simply because I didn't...

I am beyond disappointed with my experience at this Baskin Robbins Franchise.

When I arrived to pick it up, I was told they had simply forgotten about my order because “the baker’s schedule didn’t align.” Excuse me? That’s not my problem—I’m a paying customer, and I should never have been told that kind of behind-the-scenes excuse.

To make matters worse, they had the nerve to suggest I could just come back another day to get the cake. The birthday was TODAY. What kind of business thinks that’s an acceptable response?

The manager? Completely useless. No apology, no urgency, no accountability .The lack of professionalism was honestly shocking. If you can’t manage basic orders or treat your customers with respect, you shouldn’t be running a business.

Now, the one bright spot in this mess was the employee working that day. She was incredibly sweet, even though the situation was clearly not her fault. She showed me how horrible the original cake looked—and let me tell you, it was embarrassing. Despite not being a baker, she scraped everything off and completely redecorated the cake with care and determination. I gave her a high five because she honestly saved the day. I’ll even attach a photo of her great work..

This franchise is a mess and needs new management immediately. The employees deserve better leadership, and customers deserve the quality and service...