COPY OF E-MAIL TO DUNKIN DONUTS CORPORATE
Subject: Your Dunkin' Donuts product or in store experience
Message: Enough is enough! Perhaps you are trying to lose customers. Several times a week I stop at your store in Southbury, CT. I like to make my own coffee, i.e. add sweet and low and half and half. The employees at this store appear to be "put out" if you ask them for a large black coffee and condiments on the side.
Today is Sunday and there were several patrons on line to place orders. In the interest of saving time, I asked for a large #5 (Large Coffee and a Scone). I specifically asked for a DARK coffee with three (3) sweet and lows. The clerk forgot to add the sweet and lows after I asked. She handed me three (3) wet or moistened sweet and lows. The container was covered with granular sugar.
I left the store, went out to my car, and opened the coffee to add the sweet and low. Well, the coffee was LIGHT not DARK, and the clerk had put in sugar. I bring this to your attention because this happens all the time. That is why I ask for the condiments on the side. More importantly, I am a diabetic. Sugar is my enemy.
Why don't your employees listen to instructions? Based on the ridiculous prices you are charging (and don't respond that this is an independent franchise) for coffee, and other product, a CUSTOMER should be allowed to have access to Sweet and Low and Creamers.
If you are worried about people stealing condiments, then put them on the counter in front of the cashiers. Don't be so cheap. The owner of this franchise is making a fortune based on the quasi-ripoff prices he is charging. He can afford to offer condiments on the side, and most of all, make the customer feel comfortable making a purchase. This practice of hiding condiments is common at most of your stores and you know it!
Think of this also, you could make additional profit from not having to replace so many coffees that are not what the CUSTOMER asked for. You are doing this just to save a few dollars by scrimping on condiments and not having to keep an area clean for a CUSTOMER to make/adjust their coffee the way they like it. Without Sugar!!!
The next time this happens, I am going to take my coffee to a lawyer, especially if it has sugar in it. Maybe then will you be honestly concerned about 1) keeping the customer alive or comprimising their health, and 2) satisfying the customer and making their purchase a pleasant experience.
I am not looking for anything free or hush perks. I am just looking for good customer service and attention to detail. No need to respond to this e-mail, but I will be posting a copy of this e-mail/complaint to the BadBusinessBureau.com. Have a pleasant day.
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