Dunkin' — Restaurant in San Jose

I have visited the store a couple of times now. The first time I visited, it was around 6 PM, the store didn't have the items on the menu. It was so frustrating when the store employee said to me that they only have 3-4 varieties of donuts. Why do guys even have a menu when I have to choose from 3-4 varieties 🤷🏽‍♂️

The next time, I placed an order at 10 AM in the morning on Valentine's day. I paid for the order upfront and while placing the order, the Dunkin Donuts app said "We want to make sure your order is freshly made. Based on your current location, your estimated arrival time may be later than when your order is ready." I thought to myself, the app says I might arrive late, so let me place the order when I am ready to drive to the store. After a few mins, I went to my car and placed the order.

When I visited the store, the store employee said they don't have the special Valentine's day menu items. What the **. I was like, replace it with whatever you have and go to the pickup window. To add to my frustration, the employee asks for my order again (didn't I just tell you the order in the previous window!!) and then goes on picking the donuts one by one. WOW!!! JUST WOW!! My entire order was picked up from the shelves and packed only then! There is so much gap from what the APP said my experience would be to what it actually was. To compensate couldn't you guys add an extra donut? Ask sorry?

There is a reason why I never get disappointed at...

Dear Dunkin’ Customer Service,

I hope this message finds you well. I’m writing to share feedback regarding a recent visit to one of your locations that left us feeling frustrated and disappointed.

During our visit, we placed an order ahead of time and received a notification that it was ready. However, upon arrival, we experienced a long wait, and when we inquired about our order, we were told the donuts still needed to be retrieved. Despite this delay, there was no apology or acknowledgment of the wait time.

Additionally, we requested a drink with less ice, but it was primarily filled with ice to the extent that my hands turned bright red from holding the cup. The lack of attention to our request compounded the frustration we already felt due to the wait.

We understand that the store was busy and that the staff may have been newer, but the overall customer service experience fell short of what we expected. As recent American Express Card members, we were excited to use our card at Dunkin’ and looked forward to making Dunkin’ a regular part of our routine. Unfortunately, this experience has made us hesitant to return.

We wanted to share this feedback in hopes that it helps improve future customer experiences. We would appreciate any steps Dunkin’ might take to address this and restore our confidence in your brand.

Thank you for taking the time to read our feedback. We look forward to hearing from...

This is by far the worst location I've ever been to. It's horribly managed and their staff is rude and disorganized. I placed a drive thru order in their app and arrived 10 minutes later at about 6:30AM. As I pulled to the parking lot, it was closed. I parked and went inside. I went to the cashier and said that I had placed a drive thru order but the parking lot was closed. She just quickly snapped back in a disgruntled way "yeah," as if I was inconveniencing her. She then looked down and yelled to the guy at the drive thru (even though it was closed) to make the avocado toast I ordered and she made the coffee. They hadn't even started it even though I pre-ordered it. I then waited another 10 minutes for my order. In that time, one other customer came in that had pre-ordered and they had not made her order, either. I then would hear notification noises from their tablet...I'm assuming they were app orders but they would just hit the silent button and ignore it. I finally got my order, went to my car as I saw people try to pull into the parking lot then JUST DRIVE AWAY after thinking they're just closed. As I pulled away, I opened my avocado toast and took a bite and found the food was super cold. I don't know what they did in those 10 minutes but just stay away from...