Dunkin Donuts Drive Thru

Posted on Friday, July 8th, 2005 at 12:00am CDT by 16cc3527

Company: Dunkin Donuts Drive Thru

Category: Other

Dunkin Donuts Drive Thru

This is a copy of the letter and e-mail which I have sent to the Dunkin Donuts corporate office this morning, July 7, 2005: Dunkin' Donuts Consumer Care

130 Royall Street

Canton, Massachusetts 02021

July 7, 2005

Dear Sir or Ma’am: This morning it took me about half of an hour to obtain two cups of coffee, which is thoroughly unacceptable. At 5:54 A.M on July 7 2005, I drove up to the TOGO's/Dunkin’ Donuts store at 13810 Connecticut Avenue in Aspen Hill Maryland, and found one vehicle at the window in the drive-through lane. Outside of the entrance on the parking lot side, there was a gentleman employee with a headset on, motioning to a bus driver to park in the parking lot to come inside. There were no other passengers on that bus, just the driver. I waited until the employee with the headset was inside and through the speaker he said that he would be with me in a minute. Meanwhile, the early morning rush hour was beginning to get underway. Six of the seven vehicles which had driven in behind me pulled out of the line to go through the Connecticut Avenue exit. Each potential customer was quickly replaced with another. By this time, the gentleman driving ahead of me had also left. I drove forward to the window to take his place in line. I had thought the long wait was due to a staffing issue, but now I saw that there were three people behind the counter. When I pulled up to the window, one female employee told the other that customer in front of me had left. “Don’t worry about it,” replied the second female employee. “It happens all the time.” This nonchalant attitude struck me as quite unethical. When I was handed the wrong order, I repeated the correction politely. I had ordered two large coffees, not one. The employee rolled her eyes and I patiently waited eight and a half more minutes for one additional coffee. By now there were no less than nine vehicles behind me in line, with eight more additional drivers who decided not even to wait – but to look at the length of the unmoving line and continued to drive through the parking lot. (One had the audacity to blare his horn at me as if I had been holding up the line. I was humiliated to take blame from a stranger for the lack of professionalism on the part of Dunkin’ Donuts employees.) I personally counted a loss of twenty-four customers in approximately half of an hour. I was able to finish getting my order by 6:29 A.M.; neither coffee was as I requested it. Needless to say, I am quite livid about this experience. This is ultimately a milestone of a marked decline in the quality of service of this venue, which I had thought was one of the better Dunkin’ Donuts. Although this morning was by no means and anomaly, this was the worst experience I have had to-date. I look forward to hearing how you plan to address this disheartening issue. As a loyal customer, I expect that this will be addressed quickly and will not happen again with the proper training and guidance of effective management. Thank you, RMV Click this link to e-mail the message author: COMPLAINTS.COM_FORM_MAIL_45667#


1 Comment

3dfc0e94, 2008-03-25, 03:11AM CDT

I didn't know selling Donuts was a profession. Are you fat?

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