Dunkin' — Restaurant in Indiana

Dear Dunkin, Donuts

I am writing to express my extreme disappointment and frustration with the abhorrent service I received at your Dunkin’ Donuts location at 860 Locust St., Indiana, PA 15701 (Store #364806) on July 1, 2024, at 1:07 PM (Check #3530).

I ordered six of your new s’more doughnuts at the drive-thru. The employee did not inform me of the total cost or which window to go to. When I arrived at the first window, I was met with utter disregard and rudeness. The donuts were essentially thrown at me through the window, which was then promptly shut without any communication. Despite repeatedly tapping on the window to notify them that I had not yet paid, I was ignored.

When the manager finally opened the window, she rudely asked, “What do you want?” without giving me a chance to explain. When I attempted to clarify that I had already received the donuts but needed to pay, she interrupted me, yelling that my order was coming, despite the fact that I already had it. This aggressive and disrespectful behavior was appalling.

As I paid, the manager shoved the card reader out so forcefully that it repeatedly hit my phone. Upon leaving the drive-thru, I discovered that my order was incorrect. Frustrated but determined to rectify the situation, I returned to the store only to find the manager and another employee laughing as I approached. The manager again addressed me with a condescending attitude, asking, “What do you need?” When I informed her that my order was wrong, she dismissively told me to keep the incorrect order and finally provided the correct donuts.

This entire experience left me feeling humiliated and sick to my stomach. The level of unprofessionalism and disrespect I encountered is completely unacceptable. I was merely trying to be an honest customer and pay for my order, yet I was treated with utter contempt.

I demand an immediate apology from the staff involved, especially the manager, for their unprofessional and appalling behavior. Additionally, I would like to know what steps will be taken to ensure that no other customer has to endure such an experience at your establishment.

I have always enjoyed Dunkin’ Donuts, but this experience has severely tarnished my perception of your brand. I will be sharing this incident with others and on social media until I receive a satisfactory resolution.

I expect a prompt response to...

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