Here is my complaint letter to them:
Dunkin Donuts has recently left me extremely unsatisfied for several reasons. I am not one to complain; however, my recent encounters have prompted me to do so. I am an avid drinker of Dunkin Donuts coffee, and I visit a store on a daily basis. Several of my visits have been sub-par due to lack of proper customer service and quality of the product. This letter will include several experiences that have aggravated me enough to take the time to tell you about them. Each of these experiences have occurred at different Dunkin Donuts locations across three states (NY, NJ, and PA).
Last week I ordered an Iced Coffee, and when I took a sip, it was absolutely horrible. It was milky-white, with barely a trace of coffee. When I asked for a new coffee, the employees spoke to each other in a different language and proceeded to pour out some of my Iced Coffee and pour in some hot coffee, making my "new" coffee luke warm and even more disgusting.
In the eyes of the customer, this is horrendous and would lead me to believe that a lot of your customers may decide to visit Starbucks instead of Dunkin Donuts due to Starbucks' commitment to their customers. I recently waited at a Starbucks for a few minutes longer than normal and was presented with a "free coffee" card for my next visit because of their mistake. Dunkin Donuts has NOTHING comparable to this treatment & leaves me with a higher brand loyalty to Starbucks, even though I prefer the taste of Dunkin.
Another example: I recently received a Dunkin Donuts direct mail item listing a .99 cent 16 oz Iced Coffee as well as a .99 cent 16 oz Iced tea with several (probably 20) other coupons listed on the inside of the packet. The .99 cent Iced Coffee & Iced Tea appeared, by the looks of the direct mail piece, to be a PROMOTION-- implying that there was no coupon needed to get the announced price. It claimed all 16 oz drinks of that kind were to be at that price until August 5th with no restrictions listed anywhere on the piece. The inner coupons consisted of .99 cent hot coffees, $1.99 coffee coolattas, etc. When I visited Dunkin Donuts, and ordered my 16oz Iced Coffee, I was charged regular price. When I mentioned the promotion to the employees, they had never heard of it. Since I didn't have the coupon with me, I let it go (even though the direct mail piece DID NOT say to bring in the coupon).
However, the next time I visited Dunkin Donuts, I brought along the piece. Still, the employees were clueless, and I was not given the listed .99 cent price. Though furious, I still paid for my coffee and left. The THIRD time I visited I brought it with me again. This time, I had a larger order (2 iced coffees, a coffee coolata and a regular coffee), and I was using one of the inside coupons. The employee honored my inside coupon for the coffee coolata, but ONCE AGAIN spoke in another language to the other employees and decided that she would not honor the .99 cent price because there was no detachable coupon.
On top of not honoring the promotional price, she REFUSED to give me back my direct mail piece including the 15+ coupons that I still hadn't used. Our interaction was taking place in front of a line of customers, and all of the employees were speaking in a different language to each other and not letting me know what was going on. After about 5 minutes, I said, "never mind" and paid for the coffees FULL PRICE AGAIN. This is absolutely unacceptable. ALL of the experiences I have mentioned have taken place at different locations, making this problem even worse. It is clear that this is not an isolated incident, but a far spread problem with your employees and your customer service training. Regardless of whether the coupon was valid or not, employees should never treat a customer in the way they did in all of my mentioned interactions.
I sincerely hope to hear from you soon as I am sure that I am not alone in feeling this way. Though I enjoy your coffee, your lack of commitment to customers leads me to believe that you do not see them as being anything more than money in the bank, and therefore I will not visit a Dunkin Donuts again, and will encourage others not to either.