Dunkin' — Restaurant in West Des Moines

BE WARE OF PAYING ON THE APP!! Horrible Experience! I ordered and paid on the app. When I arrived I was informed they did not have my ordered donuts and offered for me to choose different ones. I declined and requested my card be refunded. I was then told that wasn't possible in store and that I would need to contact the app. I asked for the phone number and was told to look it up on the app. I explained I couldn't find it and asked if they could provide it only to be told that it was on the app. Finally got the number, called, and spoke with a customer service representative only to be told that she could only issue a refund to a dunkin card and that since I paid with my debit card I would need to wait for the franchise of that location to contact me in 1-2 business days to discuss a possible refund on my card.

Problems: The app should not let you purchase items that are unavailable to begin with On the app there should be a place to mark either substitute with a like item or contact me should they not have an item on your purchase (like how other online shopping/delivery services offer). I should have been contacted prior to having to drive all the way to pick up an order that they didn't even have. It was a waste of my time! When a customer chooses not to substitute their order they should be given a refund on the spot in the same way they paid! I paid for items I did not receive, I should not have to do that nor should I have to wait days for my money back! Refunds should be able to be done at the location for items they do not have. If you can't complete my order I should not have to try to contact the app. No where is it stated on the app that they can not refund you in store or warn you that in store they are only allowed to substitute your order! This should be clearly stated during the payment process! I would have never paid on the app! If they are going to use this process for online orders it needs to be stated on the app and their crew should be helpful in the process of contacting the app for assistance in a refund. After waiting on hold for 20mins to speak to a customer service representative from the app I should be able to instantly have my card credited back. Not be told they can mail me a gift card! This is not a regular return of an unwanted item, this is returning my money for something I paid you for, yet you didn't give to me! Refund using the same method of payment! I should not have to wait days to speak with the franchise, in hopes of getting my money back! It is not my fault that you are charging me for an item you can't provide, so do the right thing and give me my money back!

Needless to say I will not be back! No coffee or donuts are worth the hour headache I endured! Go to Starbucks instead, they have better customer service and don't try to steal your money! Oh and there app...

I will start with the one and only good thing about this place and that is the GM "Saeed". I called to complain last month and Saeed went out of his way to try and make things right as this was the third time I had, had an issue with this location. After being treated nicely by Saeed I said "I'll give y'all another try" after tonight my wife and I will never be purchasing anything from here again. Why? You ask well, for starters the donuts are absolute trash morning noon or night. Poorly made, taste horrible, and the presentation is awful. It's not just the donuts! Food is burnt every time or messed up in some way and when you confront the employees in hopes they will fix it you get nothing but an argument which is a joke. Now, let's talk about the employees. If they aren't arguing amongst themselves they are arguing with you. For example: tonight I asked if I could pay half of the cost on my card and the other half in cash. First I was told that was not possible then I explained to her how to use her p.o.s. system because it is possible.... Then she argued with me and I said ok here take four dollars and process the sale and she does then the system said I owed a remaining amount for which I gave my card..... After proving to her it was possible to make the transaction she fed me full of excuses as to why that has never worked before. It was obvious she had no idea what she was doing yet her name tag said "shift leader" HOW? The standard held for the employees of this location is embarrassing in fact it would be embarrassing for a McDonald's. Please don't waste your time or money on this place. Go to Krispy Cream they are cheaper and better and the staff is full of kind sweet people. In conclusion this place is complete and total garbage, a waste of space, filled with ignorant acting people who have no care or respect for...

I have been a long-time customer, but I will never place another order at the West Des Moines location due to how I was treated by two employees. I placed a mobile order and went through drive thru, but before I pulled up I was asked by a Drunken employee to donate to Special Olympics. I happily donated the $3 in cash I had and received a coupon for a free donut. I made them aware of my mobile order at the drive through speaker. When I got to the window I asked if I could use my free donut coupon and was told no, I’d have to go back in line and re-order, which I responded “you just can’t grab me a donut?” The employee then reluctantly said fine. I said something like “why is that their policy?” (Could see that being a problem if they had to cook something but not for a donut). I was rudely told I’d have to come in now and her co-worker closed the window on me as I was about to respond, which wasn’t immediately as I was taken back. I had never been treated so rude. The previous ownership and employees always were kind and respectful, and I enjoyed the interaction with them, but not this group. They’ve lost my...