Dunkin' Reviews

by Hubert Day

Dunkin 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 Dunkin to try and see how I could change the pickup date/time, Dunkin 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).

by Jax1106

My app freezes, has a fancy “favorites” feature but when I try to use it to reorder I get an error message that it can’t add it to my order right now. It’s just a medium ice coffee-nothing special or seasonal. It will let you add everything to your order and then tell you that it can’t process it now. The this app’ Donuts I used to go to regularly just stacks all the orders in a small spot so several times only half of my order is there when I get there and I end up having to ask someone for help and I’m in the store longer than people who didn’t order through Dunkin . My order isn’t large, sometimes two drinks and a sandwich but something is missing or someone accidentally took it. When I’ve ordered seasonal flavors if they’ve run out Dunkin doesn’t tell you. I ordered a pumpkin ice coffee and was very upset when I got to work and realized they put no flavor in my coffee because they were out of pumpkin but Dunkin made it look available. Plain this app’ Donuts iced coffee with no flavor or no sugar is not very appetizing and i has to just dump it. I thought Dunkin would make me go to DD more often but I actually go less. Even when you earn a free drink if you wanted something special like an almond milk or turbo shot they charge you extra for it. So the free drink reward is really a limited free drink reward. Come on DD. You can do better than this! I’d like to be a regular again.

by ShaiRenee93

I’ve seen college kids build better ordering apps, that actually work.
The location settings are completely bogus, searching for a location manually hardly ever works, reverts you automatically to the wrong DD.
The actual ordering, sure add everything to your checkout cart, might HAVE TO ADD IT 5 times before it actually appears in your order. Then it takes forever to process the order, which for me it hardly ever does and I’m using high speed data or even on great WiFi, always an issue. Never an issue when they want to add money to your card though, they great that as soon as you hit confirm but try to confirm an order and it takes forever. Today I tried for 15 minutes to simply order one thing, didn’t work. Then I was logged out, try to log in says all my details were wrong...they weren’t, change my password anyway, I sign in on the browser website works fine, sign into Dunkin , error...
What a crock. Save your time and sanity, coffee costs the same at Starbucks, any handcrafted drinks may be $2 more but honestly it’s worth it, the Starbucks app never fails and the rewards come quicker. Load $20 at Starbucks you’ve got a fair amount of drinks and will have 2-3 free drinks in between. Once this money on my card and my birthday reward are redeemed, deleting this crap for good.

by Thejessicawolfe

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 Dunkin 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?

by MegggC

Dunkin 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 Dunkin 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 this app’ 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 Dunkin said did not go through. So then I look at Dunkin 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 this app app just makes a simple task complicated because of its inability to function properly.

by Gingerburcker

I want desperately to leave my Starbucks app and go to DD. Unfortunately, I have had so many issues with Dunkin. At least 5 times I’ve tried to use it within less than a mile of DD stores and it can’t find any stores. (Yes, location services are on.) Other times, it indicates that the store in question doesn’t participate in order ahead even though I’ve used that store at least 50 times. Another time, it read insufficient funds even though there was more than enough on Dunkin to cover the charge. Another time, I participated in the MasterPass special option to give a $10 DD card using MasterPass and get a $10 credit on your DD app/card. It didn’t work, I contacted DD 3 times via email and first got an automated answer explaining what MasterPass is. (Yes, I know...been using it quite a while.) The second response was from a person who basically copied and pasted the first response and I never received a response to the last email. I just feel like DD could get so much more business if they could work out all the kinks in Dunkin . When I’ve asked about it at the stores, the employees acknowledged that they have a lot of customers saying the same thing, but they aren’t seeing much improvement either. Come on...help me ditch my Starbucks addiction and acquire a DD addiction. I’m willing...just waiting on an app that works more than 50% of the time.

by Waxturtle7

Dunkin is a great idea. It lets you order whatever you want from this app' and skip the line. Just run in and get it, leaving all the other customers in the line wondering why they didn't order ahead instead of waiting in a long line.
HOWEVER, the actual execution of Dunkin falls short of all the hype and promise. The auto reload function has been completely disabled, which in the long run has saved me money since I've stopped going as much. I have chosen a this app' as my store for pick up but when I hit the confirm start my order button I noticed it defaulted to a totally different location. This has happened at least 4 times. I have ordered a 2 coffee order 15 min ahead and yet neither coffee was made when I entered the location (this happens more than not). I have received strange combos when ordering a turbo shot for an iced coffee. The turbo shot came on the side in a small paper cup. I have been told what I'm getting is what I ordered when I can look at the receipt and see they clearly messed up my coffee but refuse to change it. I have changed my go to location thinking it was just the employees at the store messing up my order. I can go on.
Instead I have chosen to use up my few remaining free coffee coupons and find a new way to get my coffee in the morning or any time of day.

by Zipperbug

My wife went to the closest location to get bagged coffee for home, and they didn’t have our favorite. I decided to try using Dunkin to search nearby stores in order to find the next closest location with our favorite coffee. Much to my surprise the this app Donuts app won’t allow customers to use any part of Dunkin without giving up credit/debit card info. Unfortunately, because we buy several bags for ourselves and other family, this and rude staff at more than one nearby location has us discussing switching our coffee choice to a competitor.

The only answer to this is an all inclusive one. Many people have mobile devices, but don’t have credit/debit cards. Many others don’t want to give up their credit/debit card information for obvious reasons. Those customers should not be excluded from at least being able to shop their local stores.

The number and type of poor reviews about Dunkin, and other customer service issues mentioned is a direct reflection of how disconnected this app Donuts management is from their customer base. If they continue to fail their customers they will certainly join companies like Hardee’s/Carl’s Jr., Pizza Hut, etc. which are becoming dinosaurs due to their inability to effectively comprehend their customers desires.

by Wordlygirl

I got Dunkin thinking it would be as awesome as a certain competitor’s app. You order and pay ahead, then just pop in and pick up your ready-made order at the counter. That’s how it works with the competition’s app. Except no.

The this app’ shop doesn’t put the order together until you get there. There is only one this app’ near me, and due to their long lines and constantly getting my coffee and food orders wrong, I seldom go there. Seeing Dunkin, I thought I’d try them again for a very early office meeting. I needed a couple dozen donuts and some donut holes and a coffee w/cream and sugar. Simple stuff. I ordered the night before for drive thru pickup. Because Dunkin only confirms during store hours, the next morning I confirmed and tapped “on my way” on Dunkin about 20 mins before I actually arrived at the shop. When I showed up at the drive-thru, they said they had received my order but I had to pull into the parking lot and wait. It was at least an additional 8 minutes before they brought it out, and huffily at that. Unpacking at the office I realized they shorted me the number of donut holes I ordered, even though the correct number was clearly listed on the receipt. Turns out a great concept and app can’t fix a shop with consistently poor customer service.

by Yipyskpy

I loved Dunkin 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 this app’ 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 Dunkin . 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 Dunkin 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 Dunkin said it wasn’t completed. I’ve tried uninstalling and reinstalling Dunkin and that didn’t fix it. Seriously Dunkin is worthless if you can’t even add value with an already paid for this app’ gift card. I waited before leaving this review hoping they get it together and fix the issue but it hasn’t happened.

by Lisamonee

New user of app here. It needs to be clearly communicated that if you are pre-ordering via Dunkin 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 Dunkin . 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.

by XSyKoTiKx

There is no direct debit ability for paying with Dunkin - the only way to pay is by loading up a gift card with funds and then paying with that, which is extremely inconvenient as it not only ties up key that customers may need for other purposes, but it also makes the process of paying take longer because you have to wait for the total, go to the Add Funds section, add a whole dollar amount rather than exact change (so if you have existing funds on the card and don’t want a ton of extra left over you have to figure out how much you’ll need, minus any rewards you may want to redeem and such, which only complicates it further because now you won’t know the total beforehand), wait for the transaction to process which cane take a bit in spotty cell reception areas, etc.

All you have to change is to get rid of the cards or make them optional and allow direct debit transactions from a preferred credit or debit card. Starbucks had the same design you do and even they changed to what I’m describing a while back because so many people complained.

by Beachbl0nde

Dunkin is great as far as being able to order and not standing on a long line every morning, especially for this app donuts with really slow employees. I no longer have to leave my house earlier and risk being late to work depending on the pace of the employee behind the counter and the amount of people waiting in line. However, when i re load my card through Dunkin thats hooked up to my bank card it charges me twice! I always have to call my bank and explain to them so they can refund me. This happened again yesterday. Its about the 6th time they have over charged me. Now my bank is telling me to contact Dunkin creator and they are not removing the double charge! Who ever created Dunkin needs to fix this issue. For example, i hit add $10 to my card and i am getting charged 2 $10 fess from my bank with only one $10 charge available on the this app app to spend. On another occasion i added $10 and it only showed up as adding $4 on the this app card when $4 was not even an option! These quirks need to be fixed. I don’t like throwing money away and i am sure no one else does either!

by KaylaMichelle90

I use Dunkin 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 Dunkin , so today when ordering the two Gold Joy donuts which were not on Dunkin 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 Dunkin 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 Dunkin 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 this app’ 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! 😡

by Mark To Majestic

Not much to say, it’s a digital wallet app for this app. 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 this app 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 Dunkin all week because every time I go to add funds I get an error message. Tried re adding my card info, closing Dunkin 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.

by Jason's Critter

My biggest problem with Dunkin is it rarely works. If you ask it to refresh and show the balance on your pre-loaded card, it constantly says the wrong balance according to what they scan at the register and say that I have. It’s told me before I had $12 for example, and the people scan at the register and say I have three. The rewards are practically worthless. I go there twice a week and I might get a free cup of coffee every other month. But none of that matters compared to trying to load my card with value. It should be simple but every single time I do it there’s a different problem either preventing me from putting value on, or showing me a screen that says there’s an error so that I do it over and over again end up with $60 added to my stupid this app’ Donuts card. Then I go through an entire order on the go process and at the very end when I try to pay and be done with it it says my location doesn’t support ordering on the go. Do you think you could’ve maybe told me that beginning before I went through a ridiculous 30 steps to try to get an order in? Terrible terrible execution on Dunkin. It’s absolutely ridiculous that they can’t make Dunkin function properly, never mind Be worthwhile to use.

by Evel8

I ordered coffee through the DD app earlier this morning but when I got to the drive through window, the sales clerk asked for my order information, unfortunately, Dunkin was down and it showed that order history is unavailable at this time. Now,I don’t have anything to show her so she said that she could not give it to me unless I can show her the receipt as a proof that I actually ordered with a voice and an attitude insinuating that I’m trying to steal coffee from her. I have been ordering through Dunkin for a long period of time & I know that it goes down more often than not, it’s really annoying!😡 Shouldn’t the store have a print out of the receipt when a customer orders on the go??? Well, what happened? There goes my wasted money not to mention the aggravation that I got from the unprofessional salesgirl!! They need to train their staff better!
I had to go to the website to retrieve my order history, but by that time, I had already left the store frustrated and aggravated! This was supposed to be a quick stop on my way to the hospital for my father's procedure. It would have been nice to have something hot to drink while waiting for him. I hope my account will be credited back! And that sales girl will have a better training and manners!

by Knadeau1972

I’m surprised by the poor reviews because I’ve had nothing but success using Dunkin 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 this app’ 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.

by Dom10377

I think Dunkin is a great idea! I love that I can order ahead of time and my order is ready when I get there. I believe that Dunkin can go through some improvements, though. For a week, I have ordered from one location, but somehow, Dunkin defaulted to another location. So, I had to sit and wait at the window for my order to be put together. Twice, in the past week, I drive up to the window to get my order, and they are out of everything. So, now what? I have to sit and wait for my alternate decisions, and even so, my order still doesn't come out right. One of the improvements I think Dunkin should have, is to list items that are available to order, per location. If someone ran out of a product, I think it should be listed on Dunkin . Waiting to get to the store to find out they ran out of everything you ordered, is a complete waste of time. 15 minutes is the most time I waited for my order, and I was late for work.

by 404040 4040

I really love this app’ Donuts and I’m happy that they have an app. I love that I can order ahead and my order is waiting for me when I got there either through the drive-through or I can walk into the store. Some cons to Dunkin , I can’t custom tailor my order at all! There is no way to comment and or add anything to my order through writing and /or spot to add/drop things to a food or drink. This is disheartening because that leaves me to have to then go to the store and have them adjust my order therefore leaving me to have to wait for my order to be finished (this then the gates the whole pre-order process). Second con, I ordered on Dunkin the other day and when I got to the store (I went in) they did not 2 of the donuts I needed for my order. The cashier has no protocol as to how to refund my money (she ended up giving me cash back... is this even the process??). I’d love to know if I’m missing something on my two comments or if other people have the same issue. Again I love this app’ Donuts then I’m a loyal customer.

by Psatty

There are 4 main problems with Dunkin .
1. They don’t actually prepare your order until you get there no matter how much notice they have so you aren’t really saving time.
2. You have to load their DD card with money before you order and this is how you pay for the order. So DD always gets a few extra dollars because it’s impossible to pre-load down to the penny. While it’s a scam for their customers, I’m sure this adds up quite nicely for them.
3. What you order on Dunkin is not necessarily what you’ll get bc the individual store may be out of what you ordered or just not have it that day. For example, I ordered a dozen donuts and picked out what I wanted in the box. When I got there they kept insisting I only ordered 8 - apparently the other 4 they don’t carry. Once they realized I had indeed paid for 12 this caused confusion. I kept saying I didn’t care, just pick 4 at random & eventually the message got thru, but it was yet more time wasted.
4. You can only order 1 dozen donuts at a time in Dunkin . If you want more you need to completely finish 1 order (including telling them you are ready to pick it up) before starting another. This makes no sense. The point is to make things faster, especially for large orders that would slow down the line, not only the the customer within the big order but for everyone in line behind them.

Great idea; poor execution. Maybe DD should study some other, more user friendly apps, like Chipotle, and try again.

by Take It Or Leave

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

by Shedaaawg

I am a frequent user of on the go ordering. However, there is a glitch in the process. I submit my order and I say I'm driving through and I am prompted with a question asking if I am ready to pick it up because they want to make sure my order is freshly prepared. However, when I get to the drive-thru, my order is never ready. It is only ready if I say I'm going inside. I don't understand the reasoning behind this. Obviously, if I'm ordering on the go I am wanting it to be available quickly. And I'm driving through because I don't have time to run into the store. It seems like a contradiction that the order would be ready if I say I am walking in but not when I'm going to the drive thru. My feeling is that if I say yes, I am ready to pick up and I have submitted the order, my card gets charged regardless of whether or not I show up. In my opinion, The order should be ready whether I walk in or go through the drive-thru.