Dunkin' — Restaurant in Florida

I am writing to express my extreme dissatisfaction with the service I received today regarding a delivery order for my son's birthday. This experience was frankly ridiculous and has left me completely appalled by the way your location is run.

Yesterday, I placed an order for 30 specific donuts to be delivered today for my son's small birthday party. As a parent with young children, delivery was the only feasible option for me.

When the order arrived, I only received 18 donuts, and to my dismay, NONE of them were the types I had specifically ordered. There was even a blueberry donut included, to which my son is allergic.

Upon contacting the delivery service, I was told to call Dunkin' directly. When I did, the employee who answered was incredibly rude. She essentially told me that if I wanted the rest of my order, I would have to come pick up a dozen myself, and that they would only give me what they currently had available.

Completely baffled by this response and the fact that your establishment made a mistake on a paid order, I called customer service. The representative I spoke with attempted to blame Uber Eats for both the incorrect selection and the missing donuts. When I pointed out that I placed the order for specific donuts the day before directly with Dunkin' (for next-day delivery), the customer service representative hung up on me. Furthermore, my request to speak with a manager at the store was denied.

Despite this abysmal service, I was forced to place a reorder to try and salvage my son's birthday. It seems your staff recognized my name, as the second delivery included a sarcastic note stating, "THIS is all we have."

I am beyond disgusted by this entire experience – the incorrect order, the missing items I paid for, the unbelievably rude and unhelpful staff, the refusal to connect me with a manager, and the dismissive attitude of customer service.

I will never be a customer at this location again and will strongly advise others to avoid it. Your business needs to do much, much...

ATTN; CEO of Dunkin Donuts business & Customer Service Leadership from me who's brand royalty family in Florida. As a loyal supporter of the Dunkin' brand, please listen my true story. I know it’s important to bring this incident to your attention to help improve customer service standards at this location.

I went to DD to get some coffee with my hubby while waiting for coffee in line I asked my hubby to go restroom. Staff or manager I don't know her ( BIG Woman, Long Hair, Tattoo on the hand, No dunkins' hat uniform ) but she was so rude. I didn't know when she saw me walking to restroom and suddenly she tried to open the door and knocked on the door bang bang bang loudly more than 10 times!!?!! I was so terrified while I gonna sit on toilet !! No any word say anything from outside of restroom.

So I had to go back to open restroom door and asked her what's wrong? what's going on?!! No answer !! So I need back to restroom to sit on toilet. Later I finished I asked them again what's going on? The man who's in employee uniform in front of counter and her ( BIG Woman, Long Hair, Tattoo hand Who Bang the Restroom Door out loud) looked at me but No words were spoken to clarify the situation or apologize for the disturbance.

I really didn't understand why you both were rude to client? I assumed they thought I'm international came to DD alone. My hubby didn't want to see me think so much about racist but I couldn't help think about it as I'm international. Dunkin Donuts on Lee Blvd. is the worst ever experience in my life. I will report direct to CEO and Dunkin' Consumer Care for sure with date and time. Every customer deserves to feel safe, respected, and valued, regardless of background or circumstance.

I truly hope you take this feedback seriously, as I believe in the Dunkin' Donuts brand and would like to see this location uphold the positive values your...

One star for customer service, as a result of poor management. I ordered via mobile, I always select walk in. If there is no line in the drive thru, I pick up my coffee in the drive thru. Constantly traveling for work, the dunkins I go to every week throughout Florida (mostly), Georgia, Alabama, Mississippi, Louisiana, or even when I go back home to Massachusetts to visit (driving thru all the states along the east coast), never have I ever had been denied picking up my coffee in the drive thru because I ordered as a walk in.

Some people do the same thing I do, because you don't know what the drive thru line is like when you get there, people have places to go and the main point of on the go ordering is not having to wait for your order!

It was a very unpleasant experience and very awkward, especially having your young crew member relay the message for you. You're teaching bad customer service first of all. Secondly, your "rule" is absolutely pointless, and is by far is one of the most ignorant things you can do as a manager. I worked for 3 DD in the past, and as a former DD manager, I would never ever think of running my store this way! It is definitely NOT the dunkin way of doing things either!!

Instead of the usual "sure honey pull to the window" that I get at 368 other dunkins, I get "you have a what? A walk in?" (Like I said something wrong, I thought that was really weird), told to pull up, no greeting, just "my manager told me to tell you that you have to come in, you can't order as a walk in and come thru drive thru (paired with a perfect little attitude to go with it). Just picture someone speechless with the most dumbfounded look on their face...yea that was me...

Nicely done Manager, I forsee your career going places, like downhill, fast. Hope you have a sled! Thanks 😊

BTW YOUR EMPLOYEES SHOULD BE WEARING MASKS AT ALL TIMES, THEY'RE...