Letter I wrote to express my extreme disappointment with the treatment and service I received 9/15/10 at franchise location #340422 in Hyde Park, MA. I am a long time Dunkin Donuts customer and frequent this particular location 1-2 times per day. I cannot remember a time where I have been treated this poorly and publically embarrassed in any retail situation.
I went through the drive-thru at 8:47am and ordered 2 egg white and cheese wraps sausage/cheese bagel and 2 coffees. After driving off I went to eat my wraps only to find they were still ice cold. I turned around, went back into the restaurant and explained my situation to the counter employee. I then heard 3 women loudly complaining that they weren’t the one that prepared them, they always heat them up, “that lady must have gotten theses HOURS ago and is now coming back in to get a refund”. The complaints/insults continued and when I addressed it by informing them that I just went through the drive through 60 seconds ago I was then insulted further. They talked under their breath stating, “calm down lady”. I then asked to speak with the manager. I was surprised to see he was in the same general area where these employees were as there is no way he did not hear what was going on. I tried to explain that at this point it was no longer about the poor quality issue but about the horrible way in which I was being treated. Before I could fully explain the situation I became very overwhelmed with emotion at this despicable treatment and was too upset to continue. I then left without a refund and without my wraps.
In searching through the Dunkin Donuts website I see many statistics on how great the products are, # of customers serviced, etc. What seems to be completely lacking are any commitments on quality of service. I read that the “soul” purpose is to lead and build great brands, deliver best-in-class menu items to eat, drink, and enjoy. There isn’t a single section of the website that speaks to Dunkin Donuts being committed to providing a quality customer service experience while getting these best in class products.
My hope is that my feedback will enable Dunkin Donuts, in particular this location, to learn from this poor service experience and provide a more best in class service to their customers.
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