Dunkin' — Restaurant in Virginia

I made an order on the Dunkin Donuts app. My card was charged immediately. When I arrived to pick up my order, I was first told they had no mobile order. I was then asked if I made the order for the right location. When I shared my phone with the team member, apparently, the order was found. However, I was told they had just sold the last donuts, with a chuckle saying they could not complete my order. I was told to go on the app and file a problem with the order, and I would be refunded in 2 to 3 business days, which I did. Three days later , the charges have cleared my account, and I am now playing the back and forth with 'virtual' customer service. I can only assume I will eventually get refunded; however, I would suggest 1. Never use the mobile app when they are willing to charge you for something they're not entirely sure they can deliver, 2. it's a huge hassle to get a refund (as I'm still in the process of doing) and 3. this location for sure in particular definitely makes a problem that is out of their hands much worse... That said, I will take all future donut orders to Krispy Kreme....not worth it!

Adding an update...two weeks later and still no refund for the $31 online app order made, having received nothing, absolutely nothing due to no product available. I definitely will not be going back and strongly suggest taking your money elsewhere!

Update: Four months later and no refund...did finally get regional management to give me a call and tell me they approved for a check refund to be given if I go into the location to pick it up. When I arrived, the store had no idea what I was talking about. I effectively gave up and came to terms with the fact that I will absolutely not be going to that Dunkin Donuts and probably not any ever...

6/15/24 8:50 Am.

I recently had a very disappointing experience at the Dunkin' Donuts on 11785 Tidewater Terrace, Fredericksburg, VA 22408. I ordered an iced coffee and simply asked if it had sugar in it. Instead of a straightforward answer, the manager was incredibly rude and dismissive. She snapped at me, saying, "Did you order French vanilla and cream?" This level of disrespect for a basic question is unacceptable. As a regular customer, I expect polite and helpful service, not to be treated like an inconvenience. This encounter has left a sour taste, and I'm seriously reconsidering returning to this location. Dunkin' Donuts needs to ensure their managers are trained in customer service and basic courtesy.

However, Darla was very nice and respectful.

In light of this experience, please consider changing management and improving how your staff...

Came to this store August 27th. Very dissapointed by the lack of training given to 3 young girls working at this store. My drink was not stirred at all, the swirl and sugar was all stuck at the bottom. Ordered 3 strawberry green tea refreshers also. They all came out looking different shades. The girls did not even know how to enter orders in their system and charged me an extra donut. The customer ahead of me have to back up and get back in the line because they messed up his order. We had to wait a long time, and the customer behind us left the line. The employees don't understand to not clear off the order screen until the order is complete, so they know if the customers received all items. Pictures will...