Tracy Walker sent a message to Nigel Travis that said:
Hello,
I recently had an issue in a Dunkin Donuts restaurant. I made a complaint over the phone to a customer service rep detailing all the problems I had encountered.
This is the response email I received back. Do you find this satisfactory??? I do not.
Good morning Ms. Walker,
I have received your complaint regarding a Dunkin Donuts store that we own on 144 Thompson Rd in Webster. I understand that you are not happy with the long wait in line due to an issue with the mastercard not being accepted. Unfortunately, we are not in control of the mastercard issue, that just happened this morning. Our staff attended to customers and were unable to get the message out that the card was not being accepted. All other cards were being accepted however it did create some back up this morning due that malfunction. I apologize for the inconvenience. Thank you for letting us know how we are doing.
Thank you,
Michelle Maria
Office Manager
Karlee Management
218 Main Street
Webster, MA 01570
Ph: 508-461-5200
Fax:508-461-5202
My response-
Good Afternoon,
I guess you did not receive the complaint in its entirety. I went into the store this morning due to an extra-long line in the drive thru. I waited in line at the store behind a man that ordered a coffee and received an incorrect order that needed to be redone twice, they also had to calculate the difference. This took a long amount of time. It was at least 10-15 minutes. It was my turn and the woman saw I was paying with a MasterCard/debit and informed me that it would not be taken. You say the associates "were unable to get the message out that the card was not being accepted" How did they do this? I waited and was informed after 20 minutes that it would not be accepted. There was no information on the door or at the register. Is that acceptable to you and the Dunkin Donuts company??
Can you provide me with a district manager or superior POC? I feel I am not being heard effectively.
Regards,
Tracy
I guess the bottom line is- Would you accept this after spending additional time filing a complaint? I think its pretty horrible. I would not have wasted my time to call and also reply back to the email if I did not feel highly insulted. I find it unacceptable
