Dunkin' — Restaurant in Maryland

Ordered a latte and doughnuts on my app, went inside to pick up the order. I was told that they don't have water, so they couldn't make the latte. I asked for a refund, and the employee said that they don't give refunds, that I would have to get a refund through the app. I asked to speak to the manager. The girl I was dealing with said she was the manager. I told her that any other Dunkin has always given me a refund if they don't have what I ordered. She said that the manager doesn't give refunds, and that they always tell people to get a refund through the app. I asked her to call the manager, and she called someone and spoke in Spanish. I understood a little bit. She told the person on the phone that someone wanted to speak to the manager. She had a smirk on her face the whole time. She told me the manager was going to call her. She didn't say how long it would take, and I didn't want to wait around forever. By the way, how is she going to have the manager call her, when she told me SHE was the manager? So that was a lie, I guess. When I asked again about a refund, she said it wasn't her fault that there was no water. I told her I agree, it wasn't her fault, but how was I going to get my money back? She told me the same B.S. about getting it back through the app., and that she didn't know what else to tell me. By the way, it isn't possible to get a refund through the app.

This lady needs some serious customer service training. Also, it seems suspicious that they refuse to give refunds, and this apparently happens to other people, too, since she said that they always tell people to get refunds through the app.

I will NEVER go to this location again. I am also filing a complaint with corporate. If you don't like your job, get a different one, there are plenty out there.

It is rare for me to leave a negative review, but this place definitely...

Most of the workers are amazing and they are super sweet when mistakes happen and I’m patient with it cause I’ve worked in customer service before so I know things happen. What I won’t tolerate is basically being told I’m the problem when I’m a clearly not the issue. I have ordered twice from the app simply adding the signature drinks without any changes except for the sizing to my order which always comes with whipped cream. There is an option to choose No Whipped cream but the default is to have it on there. And on my mobile order whipped cream is included. When I went to get my order whipped cream is on neither drink. I go to show them the mobile order because I can’t fake something on their app and whoever I guess it’s been the manager both the times this has happened, said that one drink printed it out and another didn’t so basically I’m the issue and need to say put whipped cream. I tried to tell her that I did and show her but she kept pushing back like printers/computers can’t mess up. And this has happened twice now. BUT there are times I do the exact same thing, choose the same order and this wasn’t a problem so the issue is in their side. Which I know things happen and it’s just whipped cream but don’t come over to me saying this was our problem before you need to do this and this and I have literally said I HAVE BEEN DOING THAT. like I really don’t understand why a serving a whipped cream is that hard to...

So I go to DD this morning on a Sunday. I normally go every weekday morning, and get the same thing; a latte with whip cream. This morning while I'm waiting on my drink to be made, I happened to look at my receipt. My latte is normally $3.87 or something like that during the week. Today it was $4.22. I'm like, "wait a minute". They have charged me .49 cents for whip cream!!??? Seriously!!? So I ask the manager why they are charging me for whip cream. She tells me they're starting to enforce it now. Enforce what? Nowhere on the menu does it say that they charge extra for whip cream! How do you charge someone for something without letting them know you're charging them?? I get the SAME thing every weekday morning, and have never been charged extra for whip cream. That is pretty bogus. I guess the weekend staff does their own thing. This DD has been suffering for years. I thought it would get better with new management, but unfortunately that's not the case, sad to say. Anything to make a buck I guess. Great service beats GREEDY business owners any day of the week! Even McDonald's doesn't charge for whip cream on their lattes or shakes. It's a courtesy! Whip cream is only $2 and some change a can!! SMH!! Needless to say; I will take my...