Love it when it works.
I’ve used the app for years. Now, over the past few weeks, the app won’t allow me add anything to the cart for any store without giving me a red banner message that says (Sorry, we can’t connect to the store right now. Try again later.” Sometimes it’ll work mid day, but first thing in the morning, when coffee is among the most critical parts of my morning ritual, it never works. I know it’s not a global issue because when I’m ordering in store, other people are picking up their mobile orders. I’ve asked store employees if they’ve ever had the feedback or seen the error, and they’ve all answered no. I’ve tooled around with settings - allowing every access it would ask for; notifications, track my data, location services, etc. I’ve tried deleting and reinstalling the app and restarting my phone in hope that would fix the problem with no such luck. I’ve even recently upgraded my phone to a new model and even the hardware change didn’t do the trick. I’m one of those type that gets aggravated when technology doesn’t work as intended with no apparent explanation. I’ve also grown accustomed to the convenience of the order ahead feature of the app. The only reason I continue to go to DD at this point is because I don’t like Starbucks and the other alternatives are either way too pricy or “not my cup of tea”. What am I doing wrong, Dunkin?
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Response from developer
We’re sorry to hear this was your experience with the app. Please reach out to us so we can make it right. https://www.dunkindonuts.com/en/about/contact-us/faqs#additionalinquries
Needs to be better
The app is good for ordering ahead and collecting points. However, there NEEDS to be a way for the specific Dunkin location to communicate with the customer and vice versa. If they are out of something, they simply will just not add it. The number of times I’ve gotten a black coffee because they were out of flavor syrups… and I would absolutely never in my right mind order a decaf iced cappuccino and pay 6$ for that. If they’re out of something, I don’t know until I go to pick it up which defeats the purpose of ordering ahead and wastes both time and money. Additionally, there should be a way to review your items and/or experience. Dunkin Donuts overall needs to figure out what the Iced Cappuccino is. Some make it correctly, others make it as a latte or macchiato. Furthermore, if they completely forget to make the food that was included in the order and/or make it incorrectly - now time, money, and food have all been wasted. I’ve been so disappointed with Dunkin lately. I’ve been boosted for the last nine months and I’m at the point where I never want to return to another Dunkin’s. The app needs some serious upgrades because it’s disappointing and inconvenient to throw away time and money. Please make changes and please figure out the iced cappuccino because when it’s made correctly, it is the best thing Dunkin has on the menu.
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Response from developer
Hi there, we’re sorry to hear that this was your experience ordering ahead on the app. Please reach out to us, so we can make it right https://www.dunkindonuts.com/en/about/contact-us/faqs#additionalinquries
The DD failure
I have been visiting a Dunkin’ Donut location almost every day ( some times twice a day) for the last 50+ years from my college days in all the states that have lived and visited; NY, CT, PA, NJ, MA, CO, IL,TX, NM and here in AZ. Love that coffee. I find this location the cleanest, friendliness nicest and BEST ever! Complement to the staff. Thank you guys and gals, you are the greatest. AAA+++ all the way. HOWEVER: I have a recent problem visiting your Maricopa, Arizona store. The store manager/ owner of the store next to you sits in front of the Dunkin’ Donuts and smokes cigarettes continuously. I am a non-smoker. I spoke to him one time to no avail. I spoke to the Dunkin’ Donuts store manager to No avail. I was spending $30-$40 a week various items and have now stopped. $30-$40 times 52 weeks is a lot of money. If you don’t want my business that’s fine. Basa donuts just opened up in town. Their coffee isn’t as good as yours, but I find myself going there instead. And one more small fact, if you were listening, their Apple fritters are about $.50 cheaper and they never run out ( early in the day like your location does) and they taste twice as good. 😊 thank you for listening. This is my opinion.
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I have officially quit purchasing from Dunkin’ Donuts
I have been with Dunkin’ for a few years now. Their rewards system was good in the beginning, but now I have had enough with them and their system. I should also mention their prices as well. Their rewards continue to get worse from when I started with them, and their most recent change was the straw that broke the camel’s back. Their prices continue to go up, but people will say it’s because of inflation or some other excuse. When I started their espresso shots (turbo shots) were at .99 cents and now they are currently at $1.39. For a cold brew being more expensive than a regular brew is just beyond ridiculous. I have found a place in my local area that roasts their own coffee beans, their cold brew is the same price as a regular brew, and their espresso shots are .60 cents. This local coffee shop has been around for years. Before going to Dunkin’s, this coffee shop was more expensive than Dunkin’s; that is why I made the switch. Well now the pendulum has swung and I am happily going back to this local coffee shop who not only had great coffee to begin with, but has made improvements since I have been there without any serious price hikes. Dunkin’s, I am done with your prices hikes and awful business “promotions” that you claim to be improvements: Improvements for who?
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The app took my money in a roundabout way
I washed to get a cold brew at night and was using the app to find an open location best where I live. The location closest to me was closed but a different location further down the street was listed as open on the app and allowed me to place an order. I get you the location and the lights are off and it’s completely closed for the day. I tried to initiate a refund and the initial response from the chat bot was to offer 500 Dunkin points to resolve. When I said that wasn’t sufficient and I wanted a refund it told me it had to make a ticket for someone to check on and they would respond in you to 2 business days by email or phone call. Since it’s Friday night on a holiday weekend I might not get a resolution for my issue until next Wednesday. I think the entire problem would have been resolved if the app didn’t suggest a location that was closed for the day, it offer the ability to process a refund if the order hasn’t even been started at the location. I likely won’t be using the app ever again because if this experience and recommend against anyone using this app to order from any location you’re not certain is open. Don’t use it to find an open location in your area because it might waste your time and money as well.
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Garbage app
I get Dunkin’ Donuts a couple times a month for my kids, and finally got the app this morning, figuring it would save time. First issue came up when I tried to use a $10 gift card toward my $26 order, and the app didn’t have the ability to split payment between my gc balance and my debit card. Annoying, but whatever. I successfully placed my order, got a confirmation in the app with receipt and order number, and took my time leaving the house. Now, when I order through the drive thru, my order is typically ready in less than 3 minutes. It’s not a particularly busy location, and when I arrived this morning, 25 minutes after my order was placed, there were no other customers. Went to pick my order up and they said they hadn’t received it. I showed them the receipt on my phone and they again insisted there was no order in their computer. I pointed out the fact that the location on my receipt matched the address of the store, so eventually the manager got involved and gathered the items on my receipt. In the end, a process that should have taken 20 minutes round trip, took twice as long thanks to this craptastic app. Awesome work Dunkin.
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Response from developer
We’re sorry to hear this was your experience with the app. Please reach out to us so we can make it right. https://www.dunkindonuts.com/en/about/contact-us/faqs#additionalinquries
Parts of App Difficult
I’ve found 2 really frustrating parts of this app:
- the nutrition values are on a massive PDF chart and you have to hunt through tiny thin lines to find the one item you’re looking for. Today the Fall Seasonal PDF was 50 pages long, and that is JUST the Fall stuff- doesn’t include the entire menu. Make that stuff per item on the item’s page of that app!
-if the store can’t accommodate an item on the order, requesting a refund must be done through the app and there isn’t any easy way to do that. I had to contact customer service not under the order section of the app and wait for an email response. I was told that the refund, if approved, could take up to 14 days to process. The email requested details that were part of my order, which should be visible on the receipt in their system. The automated chat didn’t ask for any information about what I was requesting a refund on, which meant I’d have to continue a conversation with their customer service to give all the details needed. It felt like it was made to be intentionally hard to find and difficult to use in an attempt to thwart people from requesting a refund. This should be something you can opt to do from the order receipt, which contains all of that information for whoever sees the request for help!
- the nutrition values are on a massive PDF chart and you have to hunt through tiny thin lines to find the one item you’re looking for. Today the Fall Seasonal PDF was 50 pages long, and that is JUST the Fall stuff- doesn’t include the entire menu. Make that stuff per item on the item’s page of that app!
-if the store can’t accommodate an item on the order, requesting a refund must be done through the app and there isn’t any easy way to do that. I had to contact customer service not under the order section of the app and wait for an email response. I was told that the refund, if approved, could take up to 14 days to process. The email requested details that were part of my order, which should be visible on the receipt in their system. The automated chat didn’t ask for any information about what I was requesting a refund on, which meant I’d have to continue a conversation with their customer service to give all the details needed. It felt like it was made to be intentionally hard to find and difficult to use in an attempt to thwart people from requesting a refund. This should be something you can opt to do from the order receipt, which contains all of that information for whoever sees the request for help!
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Response from developer
We appreciate you taking the time to share your feedback! We’ll pass this along to the appropriate teams.
The app is convenient, not happy about the change to DD rewards
I’ve been a Dunkin customer long enough to remember the actual Dunkin Donut that had the extra tab on it for holding while dunking in your coffee. The app is pretty good and super convenient when ordering ahead. Whenever I’ve had a problem with an order made via the app, customer service always resolves it. My main issue is the change to the rewards. Dunkin had by far the best rewards program among rewards programs. They truly rewarded customer loyalty and you didn’t have to make $100 in purchases to get a free drink like Starbucks or others. Yes, it’s nice to now have the option to select your rewards based on points accumulated versus only being rewarded with a free coffee any size. But it takes more purchases to get those rewards. Also, the boosted status thing is dumb and unattainable unless you go to DD every day which I don’t. I also think it’s too easy to order from the wrong DD location. There should be a prompt to confirm the location you wish to order from , based on your GPS location, to ensure the order is placed at the location you intend. When one erroneously places an order for pick up at the wrong location, there is no way to cancel, change or transfer the order to the new store the order once it’s placed. Fortunately when this has happened to me in the past, a quick email to customer service via the app has always resulted in a prompt refund to my original method of payment. Good job, DD!
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Response from developer
Thank you so much for your feedback about Dunkin’ Rewards®. We will share your experience with the appropriate teams.
Office Space Scam!!
I am absolutely outraged at the way Dunkin' Donuts is scamming their mobile app users! After ordering my coffee using the app, I found out that the remaining change in my account could not be applied to my order. The only option was to add a minimum of two dollars, and even then, I could only add by the dollar so that even if I added more money the scam would just perpetuate. This is nothing short of highway robbery!
It's the same kind of scam done in the movie Office Space, where they took rounded pennies by the millions. And now Dunkin' Donuts is doing the same thing but with much more change by nickel-and-diming their loyal customers! This is unacceptable, and it should be illegal. By not allowing the extra change to essentially ever be used, they are holding millions in their mobile user's wallets that aren't being spent because they make it so hard to do so. With 19 million US users, this is no small scam.
The CEO of Dunkin' Donuts should be arrested for this kind of shady business practice. It's time for consumers to stand up against these kinds of scams and demand that companies like Dunkin' Donuts start treating their customers with the respect and fairness they deserve. Until then, I will be taking my business elsewhere, and I urge others to do the same.
It's the same kind of scam done in the movie Office Space, where they took rounded pennies by the millions. And now Dunkin' Donuts is doing the same thing but with much more change by nickel-and-diming their loyal customers! This is unacceptable, and it should be illegal. By not allowing the extra change to essentially ever be used, they are holding millions in their mobile user's wallets that aren't being spent because they make it so hard to do so. With 19 million US users, this is no small scam.
The CEO of Dunkin' Donuts should be arrested for this kind of shady business practice. It's time for consumers to stand up against these kinds of scams and demand that companies like Dunkin' Donuts start treating their customers with the respect and fairness they deserve. Until then, I will be taking my business elsewhere, and I urge others to do the same.
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Hit or miss
Dunkin near me in Eagan is very hit or miss. I stopped going for many months as I was fed up with ordering things on the app and getting there just to be told they don’t have it and I can’t get a refund but can get something else…. Just happened to me again today. Ordered a coffee cake muffin and was told they only have 1 blueberry left when I got there for my order. I don’t like blueberry. Now I’ve wasted another $3 when every penny matters these days! Usually my drink is at least good, but that can be hit or miss too depending on who makes it. I just really think Dunkin needs to figure out how to make it so you if you run out of an item at the store that’s available on the app, then it shouldn’t allow me to order it on the app. Caribou, Starbucks and McDonalds have that capability! We live in 2023 where people are making robots to become lawyers, so why is it so hard to make an item unavailable on the app when you run out?! Or why can’t I just get a simple refund when you don’t have what I ordered!? Get it together Dunkin!.
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