When it works..
This app is awesome.. when it works. It has amazing features for ordering on-the-go, points, rewards, etc. Unfortunately, (for months now) I ALWAYS experience some sort of error when trying to pay, adding value, or adjusting payment options. I want to use the app and take advantage of the benefits, but now I just don’t want to use it at all because it is ALWAYS a hassle. Trying to get through your order quickly to pay and move on is impossible and frustrating when you finally get to the end and realize you still have to manually order and you can’t even get the points on the app because it doesn’t work. I think we should all get an extra free coffee coupon when the app is updated for all this trouble we have experienced and points that were lost from not being able to use the app. I will not be using it again until there is an update. You should be striving to make your app (and business) better than the competition, the Starbucks app doesn’t have these issues. Just saying.
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Holidays Hours / App Conveniences
Please have stores holidays hours reflected in apps. What an inconvenience to submit your online order, have it go through, drive to store only to find out that the store is closed. Moreover, if store is closed, mobile ordering should be turned off.
Secondly, I echo the requests of others to bring back the option of being able to choose when I am ready to pick up my order. This is especially convenient when I am commuting because I could create my order before driving and tap a link when I was ready for my coffee to be prepared. Maybe create a setting for 1-step OR 2-step order submission. I don’t mind the extra step...it allows me to plan ahead and drive safely.
An option to submit comments would also be great. This is a great feature and provides you the opportunity to communicate the things you would in otherwise communicate when ordering in person. Ex: caramel swirl on top of whipped cream
Also...please enable stores to refund mobile orders. Customer service calls take at least 30 minutes for a voice and the stores are the ones handling the orders. Sometimes they don’t have items that were ordered. Or, sometimes there’s a long wait for something that should have been ready. Allowing stores to do refunds takes the risk out of using the app.
Just a few ideas that would greatly increase the convenience of the app.
Thank you.
Secondly, I echo the requests of others to bring back the option of being able to choose when I am ready to pick up my order. This is especially convenient when I am commuting because I could create my order before driving and tap a link when I was ready for my coffee to be prepared. Maybe create a setting for 1-step OR 2-step order submission. I don’t mind the extra step...it allows me to plan ahead and drive safely.
An option to submit comments would also be great. This is a great feature and provides you the opportunity to communicate the things you would in otherwise communicate when ordering in person. Ex: caramel swirl on top of whipped cream
Also...please enable stores to refund mobile orders. Customer service calls take at least 30 minutes for a voice and the stores are the ones handling the orders. Sometimes they don’t have items that were ordered. Or, sometimes there’s a long wait for something that should have been ready. Allowing stores to do refunds takes the risk out of using the app.
Just a few ideas that would greatly increase the convenience of the app.
Thank you.
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I’m a loyal Dunkin’ customer
I have had so much problems with your app... I will reload it then I will get to the store to use my reward card and I get a app error message. It’s happened way to many times lately. When you first come out with this, it was working well, now I’m just wasting time on trying to get my $ off of my card account just because your not willing to finger out the problem consumers are having. We are on our way to work, appointments, etc and we don’t have any time to keep trying to get our funds off of your companies reward card account just because you have decided to change around your application. It’s not easy to use funds that you have already accounted for when we get to your facilities (restaurant) just to find out we are out of luck with using our DD Perks card because of technical difficulties. Can you please fix this problem. I’m going to have to find a new coffee shop (Coyote Coffee), it’s not about the money, it’s about service to constantly whose dependable on their perks card! I actually have no idea if you read these messages but I hope that you are. Thank you
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App needs improvement
The app is nice for ordering in advance, however there are a few improvements that still need to be made:
1. The ability to say how many pumps of a flavor shot you want, the same way you can with dairy, flavor swirls and sweetener.
2. Coupons should be reflected in the order total before you submit. Currently, you cannot see if you were charged correctly until after you get the receipt and by then your card has already been charged.
3. Happy hour prices need to automatically update and be reflected in the total. Again, you have to wait until after the receipt is processed to see if you were charged correctly for happy hour and often times, you were not...but now your card has already been charged for the incorrect price.
4. If the location charges extra for whipped topping or an extra pump of flavor swirl, that needs to be indicated on the order total. It wasn’t until I sent a ticket into Dunkin’ that I was advised why my subtotal and amount that was actually charged consistently had a 30¢ difference.
1. The ability to say how many pumps of a flavor shot you want, the same way you can with dairy, flavor swirls and sweetener.
2. Coupons should be reflected in the order total before you submit. Currently, you cannot see if you were charged correctly until after you get the receipt and by then your card has already been charged.
3. Happy hour prices need to automatically update and be reflected in the total. Again, you have to wait until after the receipt is processed to see if you were charged correctly for happy hour and often times, you were not...but now your card has already been charged for the incorrect price.
4. If the location charges extra for whipped topping or an extra pump of flavor swirl, that needs to be indicated on the order total. It wasn’t until I sent a ticket into Dunkin’ that I was advised why my subtotal and amount that was actually charged consistently had a 30¢ difference.
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Great when it works
I love the app when it works, but for the past 2wks, I’ve been getting an error message saying it’s experiencing technical difficulties, so I can’t use it. I’ve tried resetting my phone, deleting & re-downloading the app, & I still get the same error message. If this is a bug, please fix it ASAP! I go to Dunkin’ almost every morning & it’s been very convenient being able to have my order ready when I arrive. I als wish there were a way you could select the kind of munchkins you want, because when you add munchkins to your order, it automatically makes them assorted & I’d like the option to select only one kind (for example glazed, jelly, chocolate, etc.). Every time I go to pick them up, I have to let the people behind the counter know I didn’t want assorted, & then it inconveniences them because they now have to change it to what I actually wanted. Other than those 2 issues, I love everything else within the app.
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Great when it works, worthless when it doesn’t.
I loved this app so much that I told friends and coworkers about it. But for the past few months, I have not been able to load value from a credit/debit card or even from a Dunkin’ Donuts gift card. Every so often I try again, but as of this morning I’m still getting app error when trying to add value. My cards have been hit multiple times on occasion but still did not add value in the app. Then calling the customer service number is ridiculous. The call wait time said about 30 minutes and was well over an hour. This is not an exaggeration. I only stayed on hold waiting only because my card had been charged six times for the value I was trying to add in the app and it still did not show any value added. When I finally did speak with someone I was told I’d have to wait for the charges to just fall off. They did but it took a few days. Not even sure why it charged me when the app said it wasn’t completed. I’ve tried uninstalling and reinstalling the app and that didn’t fix it. Seriously this app is worthless if you can’t even add value with an already paid for Dunkin’ gift card. I waited before leaving this review hoping they get it together and fix the issue but it hasn’t happened.
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Stolen money monthly
Every month I have $10 automatically re-loaded to my account. As of September 2018, when I receive my brand new phone and everything was transferred over, my Dunkin’ Donuts app did not transfer my card or my money over. Upon noticing this immediately within the next month in October I logged in and and tried to remove my credit card from the account, but it is not even listed.? Since then money has been withdrawn from my account every single month, and when I call the customer service number listed in the app I get a message that says that they are open Monday through Friday 7 AM to 7 PM Eastern standard time and that they are currently closed. At the time I am writing this review it is 11 AM on Friday and I just called three times and received a message stating that Dunkin’ Donuts is closed but they are open Monday through Friday 7 AM to 7 PM. ??? If I cannot reach anyone by this weekend I’m going to have to go to my bank and file a dispute. This is ridiculous because I cannot even get a live person to fix the problem and I cannot get online to remove my card, my cc card is not listed on the app on my new phone.
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Select Drive through as pick up option if you want an order to be pre-made
New user of app here. It needs to be clearly communicated that if you are pre-ordering via the app that your expectation is that your order will be ready when you arrive. Right? Isn’t that the point of pre-ordering? This is only the case if you select pick up in store, if you select drive through then they actually don’t start making your order until you arrive in the drive through line and inform them you are there to pick up a pre-order made through the app. What’s the whole point then of the pre-order then? You are not saving any time, you can place your order when you arrive in the drive through line like everyone else. I was not told this which made for a very frustrating experience Since I placed a large order for a meeting that I needed to be at early in the morning. I placed the pre-order and select a drive-through expecting to be able to pick up my order already prepared in the drive-through line. That is not the case if you want to pre-order and save time you MUST select pick up in store otherwise they will not start making your order until you arrive in the drive-through line.
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Crappy
There are so many great, user friendly, restaurant apps out there and this is not one of them. Half the menu options aren’t available for ordering, which means if I want any type of muffin besides blueberry and coffee cake, I’m out of luck for ordering ahead. Same with many of the donuts or bagels or even the cream cheeses. You have to go through 3 steps before your order is submitted to the store, including determining whether you’ll use the drive thru or walk in. I don’t know what the drive thru line looks like when I’m ordering from 5 miles down the road so how do I know which option is going to save me time? You have to tell them you want your order made now because it can be placed up to 24 hours in advance. Do people actually order their coffee hours in advance?
The rewards are not worth the hassle. One free beverage for every 200 points, and it doesn’t even prompt you to let you know you have one you have to go looking for it. I’ve had this for awhile and kept hoping they would improve it but no luck. I’ll use up the balance on my card and delete the app.
The rewards are not worth the hassle. One free beverage for every 200 points, and it doesn’t even prompt you to let you know you have one you have to go looking for it. I’ve had this for awhile and kept hoping they would improve it but no luck. I’ll use up the balance on my card and delete the app.
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Terrible updating and mobile order abilities
The app does not update accurately with the amount that is still available on you DD perks card. It does not update at the time of purchase as I have been waiting 15 min plus to see how much is left. Furthermore I went into the app and looked before mobile ordering to see how much I had on my card. Then when I went to go order it had change from $10 to $6 or just decided to update from weeks ago and I had to load more money. Then I try to submit my order and I get an in app error saying they are unable to complete it. Then I go the the Dunkin’ to make an in store order and when I am waiting at the pick up area there is a mobile order for me, the one the app said did not go through. So then I look at the app to see my balance, however I can’t tell if they charged me for the mobile order because the balance has not adjusted for my in store purchase let alone the mobile order. With all of these inaccuracies, it makes me want to spend more on Starbucks because at least when I pay it updates automatically right after I order. The only portion that takes a little longer showing is their rewards. Overall the Dunkin app just makes a simple task complicated because of its inability to function properly.
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