Dunkin' — Restaurant in Miami

I am completely confused by the sense of Customer Service at this location. I have never had a serious issue...at least not worthy of sharing.

August 27th I went to buy 2 dozen donuts to take with me to make a good impression for a meeting. I paid with Samsung Pay. I forgot to order a coffee, so I make a new purchase and pay again with Samsung Pay (my phone), I grabbed the coffee and left. Then I got a notification from my credit card that I was being charged $5.57....the coffee is $2.02.

I called (as I'm driving to my meeting) and requested they refund me the balance. The manager, Jorge (?) Tells me to come back the next day.....HOLD ON....I known they can fix that mistake....but I say ok. I give them my number.

I waited almost a week...I am extremely busy and I dont have time to go out of my way to drive back to DDs to get my money back because they didnt close out the sale (which was confirmed by the managers recollection/explanation of why I was charged the wrong amount).

I called their 1800 number and because this isa franchise, they can only take my information and hope that someone calls me back, the Customer Servive guy on the phone told me that there is a way to refund my money. By this point, I am just annoyed.

Monday, Labor Day...I get a text message at 9pm from the District Manager Edward Pava. I was at the movies so I asked him to please call me Tuesday Morning. He said he would.

He didn't.

I called back Tuesday. I called back Wednesday. No voicemail set up. So I wrote to let me know what is going to be the outcome.

Now I'm just confused and extremely annoyed with this entire situation. I would have dropped it, but they reached back out to me. I've worked in Customer Relations and Service for over 15 years and for something this petty they should have just refunded the entire amount.

I'm definitely never going back again...there are plenty of better donut places in the Wynwood/MiMo area and the service in these other places are true quality...

Went in there to get shakes for my entire family and left with such a bad taste in my mouth. We were greeted with a worker named Maurice and he was absolutelyso sweet sweet and extremely helpful and patient, with our large order. I can not say the same for the shift manager that was present at the time. Her name Freida and she was completely rude, extremely unprofessional and frankly just unpleasant to be around. When Maurice was ringing up our order she came out from the back and just stood over him like a hawk the entire time, which was uncomfortable to watch. After be rung up our order he went to start making the shakes and a few more customers came into the store. As Maurice was preparing our shakes, Freida stopped what she was doing with another customer to come over and remove an ice cream scoop from the blender. That was extremely unprofessional and rude. She then was too busy paging attention to what Maurice was doing and asking him constantly wile he was scooping out the ice cream and not attending the other costumers in line, not to mention all that fuss that she made, we were left with almost half filled shakes...

Horrible service, I have called for almost a week trying to get a hold of them because I order through uber eats a lot and NO answer. NEVER an answer. Even when they are open, they do not answer the phone. One time I even called for them to turn off the phone or something because I wasn’t able to call after the first time and it stopped ring straight to voicemail. This is horrible service, these employees need to really get reprimanded as they do not care for the status of the store because people calling are important as well. I have tried many times to call so I can tell them what flavor donuts I want through phone since doordash doesn’t let me choose the flavors when you buy a dozen. I would like to atleast have the courtesy to call this store knowing someone will answer since they are open and who can accommodate my needs!! HORRIBLE SERVICE. I went in once and quality was not as good as the other ones you can tell. Food is always served cold or not placed good and just overall messy. If i could give this shop negative...