Zsuzsanna Noviello sent a message to Nigel Travis that said:
Good evening!
I was searching for the appropriate email address online to make a complaint and actually was surprised to find a contact for the CEO of Dunkin' Donuts. I thought I will take this opportunity if it was so readily available to go straight to the person who might actually care about what I have to say.
First, just want to let you know that I have been a loyal customer of Dunkin' Donuts for a very long time, not only on the personal level but also I have been visiting the local store every week for my weekly meetings at the resort I manage. I had nothing but positive experiences, minus some smaller issues like donuts filled with the wrong filling etc. Nothing major. Until today.
This morning I stopped by to get an ice caramel latte, my favorite from Dunkin' Donuts, I actually prefer yours over Starbucks when it comes to this drink. However, today, I had an experience that changed my mind about Dunkin' Donuts probably forever.
I brought the coffee around 9:30 am, drank about half of it on the way home and then put it in the fridge for later. I completely forgot about it until about 4:30 pm. I went to drink it and since it has been in the fridge for a while, it became pretty watered down from the ice so after a few sips, I decided to dump it in the sink and throw away the cup. To my surprise, on the bottom of the cup there was a nasty, coffee soaked paper towel. I had to try really hard not to vomit into the sink. I'm still having my stomach turning as I'm typing this. I do not even want to imagine how that paper towel got into my cup at the first place and what was is contaminated with. This is the most disgusting thing that I came across for a while when it comes to my restaurant experiences. I don't think I had anything even close as disturbing as this is.
I will be going by the store tomorrow morning and will be sharing my experience with the manager on site. I wonder what she/he will have to say.
Meanwhile, I hope you will use my email to educate your employees. This should not happen to paying customers. This makes me question everything I loved about Dunkin' Donuts.
My husband told me that I should probably go to the news however I thought I rather message you. As a resort manager, in a situation like this I would appreciate a customer coming to me first with any type of complaints.
I took pictures and saved the cup and the paper towel on the bottom so I can show it to the manager tomorrow.
Please let me know if you are interested in seeing them.
The incident happened at the 3821 S. Ridgewood, Port Orange, FL location.
Thanks,
Zsuzsanna Noviello
