Dunkin' — Restaurant in Scarborough

I went in to order a medium frozen mocha coffee before work, using the self-serve kiosk. A few minutes later I get called over to the counter and am informed that, due to a mechanical problem with the ice machine/frozen drink maker, my order is unable to be fulfilled. The staff asked if there was anything else I wanted to get in exchange. As there was not, I asked if I could just have the order voided and the money be transferred back on to my card. I was then informed that refunds are not processed at a store level, and that I would need to contact customer service. I was not provided the customer service number, nor was I provided a receipt for my order. I later searched online for the customer service information and filed a support request via email.

Two days later, I receive a response requesting my Dunkin account or gift card number. I inform the representative I do not have either, since I do not have an account nor did I pay with a gift card.

Four days later, I receive another response requesting my receipt. I inform the representative that I did not receive a receipt for my order. As it had been nearly a week since I purchased my drink and I had yet to receive my refund, I decided to call Dunkin's customer support number directly and see if they could be of any additional assistance. After providing a few details, I was informed that the store manager would need to verify my purchase, and that the process could take around two business days.

Throughout this whole process the personnel I have communicated with have been polite and respectful, although I have the following questions regarding this whole experience:

1. Why was there a drink available to order through the self-serve kiosk that could not be made? Is there not a way for the location to control the options presented to better account for current inventory?

2. Even if the staff do not have access to the kiosk itself, why was there no sign, note, or other indication that an entire class of drinks was unable to be made?

3. Why was a receipt not provided for the order, and why was a copy not printed out after it came to light the order could not be completed and would need to be escalated to customer service? Also, why was the customer service information not provided?

4. If management had the ability to verify orders for refunds, why was the order not immediately sent internally for a refund request, rather than relying on the customer to engage in that process themselves?

5. Why did the email support line take six days to ask two questions, while the phone support line took five minutes? And why was the response on the phone significantly different than the one provided via email?

TL:DR - Waited over a week for a $6.04 refund because the store could not make a drink their system...

Disrespectful Staff!! I purchased the new avocado bacon tomato sandwich xtra toasted and 4 donut holes. I received avocado on untoasted bread. I went in with my 2 year old granddaughter to ask for the difference in price, so I wouldn't hold up the drive thru. The man behind the counter was already very frustrated. I explained what happened and he very curtly told me he couldn't do the refund, he had call out, short staffed and walked off. I asked if I could have the managers name, still calm, because everyone is stressed. He yelled at me. In front of a two year old. I stayed calm and asked for the manager and the district manager. I apologized for him being in that position and said that didn't give him the right to talk to me the way he was. I then asked if he couldn't give me that information could he just make the sandwich. He screamed he couldn't help me. He didn't even have bread, he didn't have donuts he had nothing and couldn't help me. Again I reminded him I wasn't treating him disrespectful and I was sorry he was having a bad day. The young girl he was with was upset, she came over, I asked her if there were cameras and if it had sound, because this young man's behavior was unprofessional, she quietly said it did and he was he superior so she couldn't help me with anything. I left the store, looked for information and called corporate. An older man parked and went into the store with a young boy. Maybe 8 or 9 years old. Five minutes later they came out very visibly upset, the boy was in tears and the man was red in the face. I let the agent I was speaking to know what I was seeing. This isn't the way to treat customers. Especially if someone comes in and nicely asks for a correction. I get it, the ones who show up, are over worked because others don't want to work. I was told I would hear from the owner by the end of the day. It is now 9:41 pm, and no one has called. I made my purchase today at 2:38 pm. This incident happened between 3:15 pm and 3:30 pm...

Pulled up ordered a tin of 10 munchkins, the order was supposed to be $17 and some change the young gentleman at the window, listening to his earpod, not listening to me, I tried to correct him because he put just 10 lunchkins, and it's supposed to be the 10 munchkins. In the wicked box, he just kept saying yeah, I know yeah, I know with his earpod and not paying attention and tried to hand me 10 munchkins in the bag, and I wanted 10 munchkins in the box, trying to explain it to the next woman that walked up, she slammed her hand on the counter walked away, saying I was screaming at her. So the next lady come over, I think it was a lady.Look like a man but I think it sounded like a lady.She's all angry.I refuse to move.I want the munchkins i paid for. so they called the police.The police came sorted all out.The woman was so mad, she wouldn't give me my munchkins.Instead, she refunded my money.If you can call her a woman , i'm not sure what she was. These folks are rude.They're hateful their coffee sucks. You should be careful when arguing with anyone, especially when YOU were wrong. Mr Cafua is gonna be unhappy when I contact ICE. Because your crew at this store cant be nice. I am well aware ICE has busted you once. A tip they bust you twice. DON'T BE QUICK TO BELIEVE...