Dunkin' Donuts Responds to Brandi's Email, What They Said

I have a tendency to be a bit lazy in the morning and love the convenience of having a Dunkin' Donuts directly in the path from my house to work in the morning. Also, this particular location opens up at 5am, so it is super easy for me to order items on their mobile app and pay for them before I leave my house.

The benefit of doing this? I don't have to try and squeeze more time out of my morning, I get my food en-route to work, I get points towards free coffees by using the app and my food and coffee is waiting for me, ready to just pick up and get back in the car and get to work.

I started to notice that there were items that were in the stores, that were not available on the app to order. On the occasions that I would want those items (those bagels twist-y things with the cheese for instance) then I would have taken all of the time I just saved by ordering in advance to then get into a line to wait and order the items that I could not order through the app. So basically, if there is a line, I would not get it. If there wasn't a line, I would get it. So at some point there was an option to send an email to Dunkin' customer service, so I did and asked them why I could not order the items that seemed to be missing from their app. Here is the reply that I got about one month later (PS, I am happy that I did finally get a response, even if I am not thrilled with the actual response).

Mar 1 at 6:04 PM
Dear Brandi,
Thank you for contacting Dunkin'.
On-the-Go ordering uses a nation-wide menu to help ensure our most popular products are available to everyone. Unfortunately, this does mean that certain local or limited-time products may be unavailable for order. I apologize for the inconvenience, but your feedback is helpful as we decide how to shape the menu going forward.
If you have any further questions, please reply to this email, or call us. Our support team can be reached at 800-447-0013, Monday through Friday, 7am to 7pm EST.
Thanks again for contacting us.
Tony
Support Center Coordinator, Case# 11818176

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