Dunkin' — Restaurant in Douglasville

Horrible customer experience provided by Kimberly Moore and her staff on the evening of 2/15/2023. I ordered and paid for 36 donuts through the app.... However, when I arrived to pick up the donuts through drive-thru, I was told that they were completely out of donuts. I was initially surprised and thought they were joking. How does Dunkin Donuts run out of donuts on. Wednesday! I then asked for a refund... I was told that they can't give me a refund because I ordered and paid through the app and that I needed to go through the app to request a refund. I checked the app, and that option was not available. After asking about other options once inside the store, ie store credit...and asking to speak with the manager, I was basically told to go through corporate. The manager would not speak with me and avoided speaking with me. Her staff did not offer any assistance of calling corporate on my behalf. They basically wanted me to leave their place of business with no merchandise and with no evidence that I did NOT receive anything from them after paying over $40. Not only that.... But guess what!!! They had the audacity to called the cop on me while I was on the phone with my bank to file a dispute-- and because I did not want leave the store without a refund, credit, merchandise or some type of evidence that I did not receive my merchandise after paying over $40.00. The cop sided with me and was able to talk to the manager. However, the manager told him the same. He was not able to do anything since they kept saying I have to call corporate. I am most upset about the lack of customer service.... I work in leadership and project management, and I have a MBA in Human Resources. By NO means would I have put the work back on the customer nor would I have allowed for a customer to leave my restaurant with absolutely nothing after paying for service. The manager should be ASHAMED of herself for participating in and allowing such awful service. This was absolutely the worst customer experience I've ever experienced in my life! I was simply trying to serve donuts after a Wednesday night service for my son’s birthday…But he was a sweet heart and offered to give me the money we loss. If I was an employee there, I would have at least apologized and/or called corporate and explained the situation to them so that the customer would have felt reassured that she was going to be reimbursed. However, I was told by an actual employee at the store that I shouldn't place food orders using the actual app. There was no apology given and no empathy shown by the employees or the manager. Just a warning! DO NOT order from this location!

BTW, my representative from the Bank was shock— when she realized what was happening while I was on the phone with her!

UPDATE: I called corporate and Guess What? I was told that the store (since it is a franchise) is responsible for refunding me, and that I would receive a call in a...

EDIT~ Way to go Dunkin!! You gave my Autistic son ROTTEN bacon on top of the other BS you put me through today! Ppl watch your food because this D&D WILL MESS WITH YOUR FOOD!! The health department needs to know about this! I had to walk out w/ all these drinks she rang up cuz she refused to let my 10 year old son that has ADHD & Autism get a refresher instead of coffee on the 6$ meal deal. Yesterday she was just fine w/it. 🤷🏼‍♀️🤷🏼‍♀️ So today the manager sends out this young girl working the drive thru & yesterday she was the cashier but came out and said the manager from yesterday said...( We're not going to do that every damn day!" I asked to see that manager and she stayed in the back refusing to speak w/me at the front register!! So another woman whom I think is some type of management came over and I ended up with 2 6$ deals & med. coffee then a large iced coffee and a large refresher!! So I was rung up for all this unnecessary wasteful stuff but at least she wasn't cussing at me or being very rude. The young girl working drive thru kept talking crap and there's no need as I was in the store not in drive thru. Anyways, she's very rude and when I said something to a worker that was waiting to clock in at 1pm told me I can either find a new D & D to go through or only come in at the nighttime shift??!!! Really? So she proceeds to say " You know how these young kids are these days!" NO I don't know because my older children are 22 & 28 an would never cuss and get an attitude with customers because they were raised right!! I've been going to this specific Dunkin' on Fairburn Rd. Since it opened!! It used to be a good place to go but now getting someone congenial is joke! I don't care how old you are if you're cussing at customers and having a nasty attitude then you shouldn't be working anywhere near customers. No excuses an as long as people excuse her bad attitude and cussing at customers she'll continue to treat customers poorly because nobody has put her in check. Telling a customer to come in night shift or don't come here at all???!!! I would love to speak to the DM and them say her actions are excusable! This place really needs to hire some better employees because that girl and the girl I think may be from India? Are both rude to customers and shouldn't be excused. I did NOT need 3 coffees!! What a waste! I paid over 20$ for all this crap and didn't need it on top of bad attitudes!! I'm really hoping the DM for this...

Updated review 2/20/23:

I wanted to reach out regarding an incident that occurred today. I ordered some items on door dash from Dunkin, that consisted of 2 coffees, a half dozen of donuts, hashbrown, and egg bites. I got the order and was fine, however. Just a moment ago I found a note that was taped underneath the box advising “Sorry had no caramel. Gave you caramel chocolate our new flavor.” My spouse is severely allergic to chocolate, and she cannot consume it as she will get severely sick. I contacted the store(5620 Fairburn Rd. Douglasville, Ga.) and the response I obtained was “Did she not read the receipt?” No, because it was taped to the bottom of the box and there should have been nothing changed if there was no communication regarding this. I was also told by the lady on the phone to call back if anything else happens to her…. Now, if she was to into anaphylaxis shock, there would be more than a call made. There was no accountability, no apology, and no ownership to this issue, and it’s sad to see the direction of customer service with this store. This was not addressed properly as someone’s health was compromised, and this could have potentially gone in an entirely different direction. I’m still awaiting a resolution for this issue.

Past Review: Ordered from this location this morning and everything I ordered was incorrect. I called because my food was delivered to advise that my order was incorrect and was told that “There’s nothing they can do about it” & Will who answered the phone advised because he wasn’t in the kitchen cooking he couldn’t do anything about it, the store manager Katelyn wasn’t any help either. I now have $21+ order of food made incorrectly that this company refuses to correct. I wasn’t asking for my money back, simply for correction of my order. I will have to go the corporate route now because this is ridiculous & customer service...