Here is a copy of my first and last complaint to Dunkin' Donuts, the worst and final event culminating years of abuse...
I am writing to let you know that you have lost another customer. I have been purchasing products from your company for the past 15 years, spending an average of $year. When made properly, your coffee and food products are the finest available, but I have endured my last disappointment. On average I would say the coffee is burnt 60% of the time I purchase it, and made with the wrong amount of cream/sugar 90% of the time, prompting me to order these items on the side and assemble the coffee myself. I can deal with these inconveniences, along with numerous communication issues with the majority of non-English speaking employees I have encountered who cannot interpret the phrase, "Large coffee with 2 creams and 1 sugar". Yesterday an incident occurred which will forever sever my relationship with my favorite coffee shop. I purchased a coffee on my way into work (I work the overnight shift as a dispatcher, from 11PM-7AM) which tasted as if it had been sitting on the burner for hours if not days - for the fourth time in a row. Normally I throw out the coffee (and another $2) and end up frustrated. This time I returned to the shop with the cup of coffee and my receipt, politely explained what had happened, that I was a daily customer, and would like to exchange this coffee this once and perhaps speak with the manager. An eastern European female told me I could not exchange the coffee unless it was the same day. I explained to her that I was at work and unable to leave until the next day, had never done anything like this but wanted to express my displeasure and would pay for the new coffee if she did not have the authority to do so. She proceeded to call me "crazy" and walked away. I suppose I would be crazy, if I were to put up with such abhorrent customer service and throw away my hard-earned money any longer. I have worked personally interacting with the public for years, from my first job at Dunkin’ Donuts through the present, and I would be quickly without employment if I ever spoke to someone in that manner - I am appalled to say the least. I may try your company again someday, perhaps when I relocate to New Hampshire, where I have generally found your company has not yet lost touch with it’s original vision and quality (i.E.- the coffee is fresh and the personnel are polite). Until then, I will not set foot in another Dunkin’ Donuts in Massachusetts, and will encourage my friends and co-workers to do the same.
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