ComplaintsforDunkin' Donuts
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Complaint Details
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Initial Complaint
12/05/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
This location is advertising decaf coffee without actually serving it. I have a high sensitivity to caffeine, as I'm sure many others do. Within 10 minutes of drinking caffeine, I will gets hives, heart palpitations, and anxiety. I always order decaf when ordering at any coffee shop, and if there is no decaf I option, I will not order coffee. I have been going to this location for several years and purchasing decaf without an issue, but in the past 8-9 months, this location has repeatedly served me caffeinated coffee, both iced and hot. This has caused several adverse reactions and money lost because once I realize my beverage is caffeinated, I have to dump it. I continued going to this location because it is the most convenient on my route to work. To correct the issue, I reported it to the owner. However, no corrective action was taken. On 12/4/23 at 10:30AM they served me caffeinated again. The cup is labeled decaf but they are not serving it. I believe they are taking a short-cut and only brewing one kind of coffee (caffeinated) and then serving it to all their costumers. When I go to other Dunkin locations I do not have this issue and am always served what I ordered. I am never purchasing from this location again, but I wanted to raise awareness on this issue in case anyone else with caffeine sensitivity orders from this location and gets sick. Thank you.Business response
12/15/2023
Good Morning,
My name is Ana M******* Franchisee for the Dunkin Donuts located at **** ******* ******** ********** ***
We have received a complaint from a guest suggesting we are not serving decafanated coffee as advertised. We take these concerns very seriously and train all our employees to follow all guest orders as requested. We offer both Decaf and regular coffee as well as other types of drinks per our franchise aggreement. Our employees are trained to know the differnce between all trypes of flavors. Original and Decaf are brewed totaly separately and available at guests request.
As hard as our employees try to get the orders right everytime there may be confusion at point of guest pick up. We truley apologize to Ms ******* for any inconvience this has caused her. We will continue to work hard at making our orders right every guest every time.
Customer response
12/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.