Dunkin' Donuts review: Non-existent customer service

Last year I ordered on their app for the first time ever, to get one of the Wicked-themed munchkin tins, and a coffee. First time I tried, nothing went through, no email confirmation, and the screen never gave me a confirmation of an order. I even checked on my order history, and it was empty. So I submitted again and that time I did get the confirmation screen (but no email, like I get from ever other app I use to order any kind of food/beverage from). Pulled up to DD and got my order. The next day I was looking at my credit card transactions, and noticed I was charged twice at DD for the same amount. For the following 45 days, I attempted to contact them through their app, email, phone, and social media every single day. Not once did I ever get ahold of a human. When you call their 'customer service number' it has an automated message that tells you to go to their website if you have a problem. The website tells you to call the number, and so on. I emailed them several times, and sometimes I would get the automated response telling me they are experiencing high volumes of customers contacting them and will get back to me soon. Then I never heard from them again. I messaged them several times on social media, and once I got a response that someone would email me, but never did get that email, and never got a response from them again. I finally had to contact my credit card company and get that charge reversed.
Fast forward to now, a year later. I saw their Halloween munchkin buckets and thought my daughter would love one. Checking online to all of the surrounding locations in my area, I found 1 that said they had some in stock. So I ordered one and went to pick it up with my daughter, who was super excited to get it! We got there and I didn't see it on the shelf, so I told the employee that I had the mobile order of the bucket. She then told me that they don't even have donuts at that location, and therefore did not have any buckets there. Why did the company then allow me to order it online if that one doesn't even have it? Your guess is as good as mine! She told me she could not refund my card, and I would have to contact customer service. I told her my previous experience with their 'customer service' and she genuinely looked horrified and confused as to why it would be non-existent in the first place. From what I gathered by her responses and the look on her face, I think the only reason she is working for that company is that she really needs a job, and it was the only place hiring at the moment. I felt really bad for her, and of course did not blame her for the company's stupidity. She has nothing to do with the website, app, phone number, or any of that, so it's not her fault that their website sucks. In front of her, I got on their website and attempted to chat with someone. It was a bot, of course. The bot wanted to give me 800 points for my troubles. 800 pts? Are you kidding me? I spent $17 on nothing! Why would I want points where I HAVE to go back to that horrible store again? No, thank you! So when I clicked on 'not satisfactory' it then told me that someone would email me within the next 72 hours. Guess what? No one ever emailed me. I didn't even get an automated email saying that my grievance was received. Horrible, horrible company! I will never ever ever even attempt to go back there again! Dunkin Donuts sucks!