Epilogue: Since dumpin' Dunkin, I have discovered fantastic donuts (selection, flavor, quality,…read moresize and above all, freshness) next door at Geresbeck's and I've been grabbing my share of Krispy Kremes and coffee at Royal Farms, 2 blocks away; both by the way are cheaper.
UPDATE: 2 1/2 weeks later... DD corporate reached out about a week or so ago to ask if the local franchisee contacted me. They mentioned high standards for customer service. I responded that I hadn't heard from them. That was DD's last correspondence. So yesterday, I notified them of the continued lack of contact and that I was deleting the app and my account. DD used to be a different company that cared about their product and customers. They wouldn't sell donuts that weren't 100% fresh. They're more concerned with gimmicks and trying to be trendy, instead of offering the value, the service, the selection and freshness that made them a household name. At over 50 years as a customer, it has been made very clear that I, along with those my age who remember what DD used to be, are no longer the targeted consumers and it shows.
I had asked customer service to give me one reason to remain a customer.
They offered no reason, so they're history as far as I am concerned.
ORIGINAL REVIEW: Do not use the app to buy for pickup at the drive-thru. They have no mechanism in place for you to pick up your order without waiting in the same line as those ordering in the line.
I ordered 2 donuts, a sandwich and coffee last Sunday. I was a half mile away and was there in under three minutes.
There was a line of about 6 cars and I saw no signs about drive-thru pickups, so I got in line and pulled up to the order board. I said I placed an app purchase and the young lady told me to pull around and up to the window.
I got out of line and drove up to the car behind the one being served and asked if he would let me in to pick up my order. He said no, that he was next in line. I responded that I ordered through the app and the server had just told me to pull around to the window. He was insistent on being next. So I opened my door, got out and stepped between cars. Once the car in front left, I stepped up to the window and got my order.
The owner/manager looked at me like I was going to rob him. But the server kindly handed me my purchased items.
I was very annoyed, but polite. I wasn't rude at the window. After the female driver of the black Escalade lunged the car at me as I was going back to my car, I guess to try to startle, maybe make me jump and drop my food, I just smiled and told them to have a nice day. This prompted the man to call me an asshole. I could see his point, even though he was blind to mine.
My old response would have been to tell him that would make us neighbors. He'd either get it or he wouldn't. Instead I decided to say a prayer for the couple.
This wasn't about them and it wasn't about me. It was about DD not having the mechanism to be able to fulfill app purchases at the drive-thru.
This all happened over the course of 1-2 minutes. I was home in less than ten minutes from when I ordered the food.
When I went inside, I found my coffee almost at room temp and my 2 donuts stuck to the inside of the bag, losing most of the icing during removal.
At that point, I decided to file a complaint with DD through the app. The app said I would hear back from DD within 48 hours. It's 6 days later and nothing. I have even sent an email to customer service.
I asked in the email for them to give me one reason to return to any DD....
Radio silence.... Crickets....
I've been a DD customer almost my entire life. I remember a wide selection of larger, fresh donuts. There were no stale donuts served. They were trashed and replaced with newly baked donuts on a time clock 24/7. The prices were fair. The coffee was good (still is, if they can keep it hot).
So I won't revisit a DD anywhere, at least until I get a response from them. If they cannot give me one good reason to stay a customer, I won't.