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Dunkin' Donuts Sucks
There is not a fast food restaurant out there that I despise more than Dunkin' Donuts. It absolutely sucks. The customer service right up to the way each franchise is managed is horrendous. Even their slogan is misleading. "America Runs on Dunkins'" my ass. Once you leave New England, you won't find more than a scattered few DD's. America does NOT run on Dunkins', New England does.
I cannot even keep track of how many times I have gone through the drive-thru just to find out that this particular location does not have what I am ordering. It literally happens 4 out of 5 times. In one case, I drove up to the menu and asked for a bagel. I was promptly told that they were out of bagels! Mind you, this was no later than 11am. I then decided a muffin would suffice so that is what I ordered. "Sorry, we're out of muffins too." Close enough to lunch-time, I figured a flat-bread sandwich would be good too, so again, that is what I ordered. "We don't have those either. All we have right now are croissants."
Are you fricken kidding me!? Dunkin' Donuts only function is to be able to serve the foods that they have on their menu, and they denied me each and every item I ordered. Needless to say, I did not purchase anything.
"We Screwed Up"
Dunkin' Donuts screws the pooch on my orders the majority of the time. If I order a Southwest Chicken flatbread sandwich, I get a Ham and Cheese flatbread sandwich. If I order a Supreme Omelet on a croissant, I get a regular bacon, egg, and cheese on a bagel. The screw-ups are endless, and by the time I dig into my food, I'm already halfway down the highway, and it is too late to return.
I understand that Dunkin' Donut employees are probably getting paid minimum wage, but as a giant corporation, these employees should be trained to not screw up like that! I don't care how expensive it may be to train people, it is necessary for any company to keep business coming back.
"That's Been Discontinued"
This is one of my favorites...as I pull up to the menu, I have a general idea of what I want. In this case, I want a small vanilla chai. I want a small because, I just need it to warm me up, and the medium is too much sugar for me. BUT..."The vanilla chai doesn't come in small." Wait a second...
Forget the fact that a small vanilla chai was listed on the menu, with a price and everything, but how is it not possible to fill a small cup of vanilla chai and hand it to me? I know they have the cups (well actually I shouldn't assume that...there is a good chance they are out). It just doesn't make any sense that they would serve other hot liquids in a small size, but not this one. I didn't say anything about it and ordered the medium...it was cold out.
Just the other day, I pulled into Dunkin' Donuts and ordered a Southwest Chicken flatbread sandwich. It was one of four giant pictures on it's own menu board. With a price as the sandwich alone, and the price as a meal with a little picture of an appetizing iced tea to go with it. "The Southwest Chicken was discontinued." COME ON!
I was so pissed this time, "You should take it off the menu then." As if it was this lady's fault or responsibility.
"Oh, I thought it was taken down." She said. "What else do you want?" Nothing...I wanted nothing. I said my piece to her and drove away, still hungry, and now annoyed.
Not only does Dunkin' Donuts discontinue foods that remain on their menus, not all of them offer the same options! I cannot tell you how hard it is to find a chocolate cream filled donut. It's like a treasure hunt. I understand the way franchises work, and it should be a corporate requirement that all locations offer the exact same menu items.
What To Do About It
After a while, it began to piss me off so bad that I had to do something about it. I'm not really a picky person, and try not to stir up any trouble, but this was becoming outrageous. I took down the little customer service number on the drive-thru window, and called. Of course it was an automated system leading me directly to a voicemail where I was to leave my name and number, and letting me know that someone would get back to me.
They didn't. It took about five messages before I finally received a return phone call. I explained my problem to this guy who was all ears and agreed with every word I said. Shocking, as it was probably his overall responsibility to make sure these locations were up to par. He finally offered me a $10 gift card for my troubles. Good enough I guess, but it nowhere near made up for the aggravation that Dunkin' Donuts had caused me. Ironically, the very first time I went to use the gift card, Dunkin' Donuts screwed my order up again!
Most of you are probably wondering why I keep going back. Well, these incidents were all very spread out over time, and sometimes it was the only option available, especially for breakfast.
My main beef with Dunkin' Donuts is the lack of quality management. As a good manager, your location should NEVER be out of anything that you serve. More importantly, your location should never be out of some of your main menu items. It should be embarrassing for you! I once went to McDonalds and asked for a packet of ketchup for my fries. Would you believe that McDonalds was OUT OF KETCHUP!!?? Imbeciles.
If you, as a restaurant manager, fail to ensure that your customer is provided with a main food item, or compliment to a food item, then you should be fired. You clearly cannot do your job.