Favorites Needs to be Better
I order online through the app while i’m leaving school so that I can grab it on my way to work. Because I’m usually pressed for time, the favorites function is perfect for me. But though in theory it works just fine, it’s almost impossible to set favorites efficiently. You can only create one based of an order you’ve already placed, and then you can’t go back and edit the actual items you want to order on the saved favorite. It would be fantastic if I could make the favorite ahead of time, without having to actually order it, and then change it later if I need to. It has the potential to be a fantastic feature, but isn’t very user friendly and just feels like a money grab to get you to buy more from them. Chances are if I’m making a favorite, then I plan on using it a some point and you shouldn’t force me to pay for it every time. I’m still giving the app 4 stars since I still do enjoy the food and majority of the app works fine, but I ask you to please make an effort to fix this issue as it’s incredibly inconvenient for no reason.
Show less
Very disappointed and sad
I went to Dunkin’ at 830 in the mornin hoping for coffee I have a panic disorder so I order from the app I ordered and was super excited to try the salted Carmel signature drink. I pull up they say my order was given to someone else I’m already nervous enough the lady ask can you tell me what your order was i get one word out of my mouth and she tells me to pull to the corner I start panicking thinking I did something wrong. I started to cry. They bring my Carmel order it said Carmel on the receipt glued to the cup. I open it and it’s a cinnamon specialty order. I’m already having major anxiety so I leave and call the store at home just to ask for a refund. I’m allergic to cinnamon so I can’t eat it and I had them redo the order 2 times already. The manager called me a liar and said that I order specialty when I order online so I know I didn’t. She hung up on me. After degrading me and calling me a liar. I started to have a full on panic attack. I just wouldn’t recommend this. I probably won’t leave my home for a few days due to my disorder now. I’m so upset still. The whole thing is engraved to my mind. I just wanted caramel that day…..
Show less
Horrible App… Very Frustrating and Disappointing!!!
This app is absolutely horrible. All I wanted was 2 dozen donuts of my choice for the next day. It wouldn’t let me choose more than 12 donuts of my choice but there was a way in another section to order 6 or 12 donuts (but not of my choice). So I had to settle for 1 dozen of my choice and 1 dozen of someone else’s choosing. So I placed the order the night before thinking there would be a way to schedule a time for pickup the next morning but nope; the order placed for immediate pickup. Called the store (took about 15 tries and 30 minutes before someone finally answered) to try and straighten it out but they had already made the order which was inadvertently placed twice and charged twice to my credit card (this was somewhat my fault because when I went back into the app to try and see how I could change the pickup date/time, the app showed my order with a button next to it that said “place order” so I thought maybe I didn’t actually finish placing the order so maybe that’s why I wasn’t able to schedule it so I placed the order but it placed the order again). So now I have to contact a manager tomorrow to straighten it all out, get my order, and make sure I’m only charged once. TOTALLY FRUSTRATING!!! I won’t be placing any future orders through their app (until/unless they make changes).
Show less
Won’t refund orders made in store? Why not?
I used this app to pay for two drinks at a store. I’ve been using it for years now, and never needed a refund from Dunkin. Even when their coffee tastes like crap, I’ve either just drunk it or tossed it… Today, one drink was great, the other garbage. So I asked the manager for a refund for one of the drinks, which he refused to do. I called the app customer service and they cannot do refunds via the app, only the store manager can do so at the store… and he refused. So what now Dunkin? You took my money, I didn’t take the coffee, and that’s about it? Another word for that is theft.
The customer service at the store and the customer service via the app have left much to be desired. Between Dunkin’ and Starbucks, I spend around $200 monthly on “fast” coffee. I’ll use this as an incentive to get rid of the Dunkin app for good. At least Starbucks will honor their customers when they mess up their drinks either in store or via the app. Dunkin apparently doesn’t care about customer service…
Also, while we’re at it, why is the same exact iced latte 3 different prices in the app, at a store in Manhattan, and a store in Long Island? Good-bye Dunkin app and Dunkin coffee.
The customer service at the store and the customer service via the app have left much to be desired. Between Dunkin’ and Starbucks, I spend around $200 monthly on “fast” coffee. I’ll use this as an incentive to get rid of the Dunkin app for good. At least Starbucks will honor their customers when they mess up their drinks either in store or via the app. Dunkin apparently doesn’t care about customer service…
Also, while we’re at it, why is the same exact iced latte 3 different prices in the app, at a store in Manhattan, and a store in Long Island? Good-bye Dunkin app and Dunkin coffee.
Show less
Lose money when making adjustment to the default menu options
You guys really need to make sure this works right because you are stealing money from your customers by it being broken. For example, if you order a sandwich on the app and add extra cheese, it will show on your receipt the way your order it. Unfortunately this is not what the store sees and the print out is different. I ran an experiment to test this by ordering an egg and cheese sandwich. I selected American cheese as the default (yellow cheese) and the. Added in addition to that white cheddar. The only thing they added was the white cheddar and that was the only cheese listed in the print out associated with the item. I verified the order number was correct. So I was charged for extra cheese but not given the cheese that should have come with the sandwich by default. This is happening with drinks as well. I called D&D support yesterday morning and they said they would escalate this issue as urgent. I asked about how you do software delivery and was told that if the issue was urgent enough, a hotfix could go out that same day. It’s now the next day and you have not released any fix. Let me end with this… is stealing money from your customers not an important enough problem to solve with a hotfix?
Show less
Ridiculous
Beware: Nearly impossible refund process. Customer service is a joke.
I ordered through the app, but the location’s espresso machine was down and they did not have the donuts I ordered. I was told that I needed to request a refund through the app. There is no where to request a refund easily, so I contacted customer service. It took several days for a response and then I was told that, since I paid as a guest, I would need to create an account and then contact them again. I took a screenshot of the confirmation receipt on the app in case I needed the order number for pickup (they used the name on the card used to pay). I also have the card that was used, obviously. None of it was any help. I just gave up and flushed my money down the drain rather than wait another three days for a response AND sign up for junk emails, notifications, and texts for a refund that wasn’t even guaranteed. What a waste.
I’ll still visit Dunkin’, but I won’t be using the app. At least when I order at the restaurant, I have a chance to cancel or substitute any items that are out of stock.
I ordered through the app, but the location’s espresso machine was down and they did not have the donuts I ordered. I was told that I needed to request a refund through the app. There is no where to request a refund easily, so I contacted customer service. It took several days for a response and then I was told that, since I paid as a guest, I would need to create an account and then contact them again. I took a screenshot of the confirmation receipt on the app in case I needed the order number for pickup (they used the name on the card used to pay). I also have the card that was used, obviously. None of it was any help. I just gave up and flushed my money down the drain rather than wait another three days for a response AND sign up for junk emails, notifications, and texts for a refund that wasn’t even guaranteed. What a waste.
I’ll still visit Dunkin’, but I won’t be using the app. At least when I order at the restaurant, I have a chance to cancel or substitute any items that are out of stock.
Show less
Needs to be consistent
I use the app almost everyday so I can avoid repeating my order on the speaker each day (my coffee is a bit complex to them I guess), and I usually don’t have any issues. The reason I took a star off is because not all of the specialty items show up on the app, so today when ordering the two Gold Joy donuts which were not on the app anywhere, I had to substitute with another donut and then ask at the speaker for them to change it. I was met with a serious attitude about how I didn’t order those on the app and they cost more because of the charity part of the cost goes to and so on and so forth. Now I of course have no issue paying the price of the donuts, if the app had made it possible to do so! So this is why I am removing the 2nd star.. To be treated like an idiot and talked to like I’m trying to get over on her the extra 60 cents the 2 donuts cost, especially when I am a loyal daily customer just put a seriously sour taste in my mouth. This is not the first time I’ve been treated poorly at this Dunkin’ and I have complained numerous times and have NEVER been contacted like it said I would be when putting the complaint through. It just seems this cooperation cares more about the $$ then their customers. Very sad! 😡
Show less
Terrible service
No longer saves your Favorites ......Consumer beware! The majority of the Reviews are Negative, but the majority that you can read are positive.
Do not fall for their special promotions. Often they never follow through! In the past week I've visited five times they failed to give me the promotional $4.00. With today's promotion I added $10 to my Dunkin' Donuts card and they failed to give me the promised $5.00 bonus. Quite often, I use the "on the go"app and get confirmation that the order being processed, and the Dunkin' Donuts location claims they Never got the order. This is how Dunkin' Donuts makes their profits. I believe this is an integrity issue. They know the majority of the people are too busy to Chase them and hold them Accountable. Onion bagels and things like, Light ice...to name a couple of many options, are not an option on the app. If you want your order, your way, you must go in store. Loyalty is downgraded with this app, there are better offers with coupons in the newspaper.
Do not fall for their special promotions. Often they never follow through! In the past week I've visited five times they failed to give me the promotional $4.00. With today's promotion I added $10 to my Dunkin' Donuts card and they failed to give me the promised $5.00 bonus. Quite often, I use the "on the go"app and get confirmation that the order being processed, and the Dunkin' Donuts location claims they Never got the order. This is how Dunkin' Donuts makes their profits. I believe this is an integrity issue. They know the majority of the people are too busy to Chase them and hold them Accountable. Onion bagels and things like, Light ice...to name a couple of many options, are not an option on the app. If you want your order, your way, you must go in store. Loyalty is downgraded with this app, there are better offers with coupons in the newspaper.
Show less
Awesome app saves time and money
I’m surprised by the poor reviews because I’ve had nothing but success using this app and I use it daily sometimes more than once a day. I’m happy to not have to have long conversations at drive thru’s and I just say “hi I placed an app order for (name)” and they say “great come on down”. No lengthy repeating my order to a busy associate who is juggling a hectic morning commute. I like the creativity in my favorites and being able to apply my specials and earned points to my orders and know exactly what I am spending each visit. I get tons of free coffees because it’s easy to accumulate points. I took away one star because there is absolutely no way to add a tip to the order during or after the transaction. After my order is complete my Starbucks app asks me if I want to send a tip and what percentage I would like to send. So the technology exists why doesn’t Dunkins use this too? I get awesome service at my local Dunkin’ and I want to add a tip. Let’s face it- we app users seldom carry cash. That would be my only suggestion but I believe it’s a much needed improvement the developers need to address.
Show less
Great....When it works
Not much to say, it’s a digital wallet app for Dunkin. Tracks what you buy and gives you points for each purchase. When you get enough points you get a free coffee. Makes paying a little quicker. Also able to take advantage of various promotions they run from time to time (like free donut with coffee purchase).
The only problem is a recurring error message when trying to add funds to your Dunkin Wallet. There is no “rhyme or reason” that I can find as to why this error occurs. Some days it works, some days it doesn’t. I’ve currently been unable to use the app all week because every time I go to add funds I get an error message. Tried re adding my card info, closing the app and reopening it, even deleted it and downloaded it again. Still the same issue.
Conclusion: more useful than many other similar apps out there (especially if you drink coffee regularly) but big issue with recurring error when trying to add more money to be able to make a purchase. Would have rated it higher but the error happens too frequently and is rather annoying.
The only problem is a recurring error message when trying to add funds to your Dunkin Wallet. There is no “rhyme or reason” that I can find as to why this error occurs. Some days it works, some days it doesn’t. I’ve currently been unable to use the app all week because every time I go to add funds I get an error message. Tried re adding my card info, closing the app and reopening it, even deleted it and downloaded it again. Still the same issue.
Conclusion: more useful than many other similar apps out there (especially if you drink coffee regularly) but big issue with recurring error when trying to add more money to be able to make a purchase. Would have rated it higher but the error happens too frequently and is rather annoying.
Show less
