When consumers in California visit the Dunkin’ Donuts website hoping to order a bag of their favorite java, they are met with the following message: “Important Notice: We are temporarily suspending the shipment of orders to California while we work to comply with Proposition 65 … .” Bloggers, commenters, and reviewers have been lighting up the Web with their frustration. “I can’t even get my coffee jolt anymore, thanks to Prop 65,” one commenter wrote. “So, California, instead of getting your morning started with a cup of hot coffee, enjoy your tofu colada,” groused blogger JammieWearingFool.
Whereas the Tylenol scare will go down in history on the proper way for a corporation to act during a crisis, Dunkin Donuts' customer neglect and total lack of crisis management skills should be forever recorded as the new low.
Firstly, I have been a longstanding online customer of DD with monthly shipments of their whole bean coffee to my California address. They have my email address since they sent monthly tracking numbers to it. Suddenly the shipments stopped with no notification. I called their 800 number and the rep said she had no idea why I stopped getting my coffee, but to just wait for a few more days.
A week later I went back on the website and this time, it just said "You stopped your subscription" in my account. Of course I hadn't stopped the subscription so I called the company and no one could figure this out. A week later I went back to the website and the Prop 65 message was there, so this explained why I was not receiving shipments. Angered over never having been notified of these events, I called the Corporate Communications office at Dunkin Donuts and left a message on their answering machine. I never even received the courtesy of a return call. Now it is months later and I have not even received a single email, apology, or explanation. It is too bad DD has become embroiled in the Prop 65 debacle. But I'll never forgive them for their corporate behavior.
A lifelong customer is a great asset. DD has most certainly lost one in me. I went to Trader Joe's in San Diego and bought their Breakfast Roast. It is just as good as DD, cheaper and not a warning label to be found anywhere. Goodbye DD, I misjudged our relationship.
Loading ...
Roasting in California: Dunkin' Donuts Coffee Fans Can't Order Online
Posted by: Vivian Wagner October 21, 2011 05:00 AMWhen consumers in California visit the Dunkin’ Donuts website hoping to order a bag of their favorite java, they are met with the following message: “Important Notice: We are temporarily suspending the shipment of orders to California while we work to comply with Proposition 65 … .” Bloggers, commenters, and reviewers have been lighting up the Web with their frustration. “I can’t even get my coffee jolt anymore, thanks to Prop 65,” one commenter wrote. “So, California, instead of getting your morning started with a cup of hot coffee, enjoy your tofu colada,” groused blogger JammieWearingFool.
Firstly, I have been a longstanding online customer of DD with monthly shipments of their whole bean coffee to my California address. They have my email address since they sent monthly tracking numbers to it. Suddenly the shipments stopped with no notification. I called their 800 number and the rep said she had no idea why I stopped getting my coffee, but to just wait for a few more days.
A week later I went back on the website and this time, it just said "You stopped your subscription" in my account. Of course I hadn't stopped the subscription so I called the company and no one could figure this out. A week later I went back to the website and the Prop 65 message was there, so this explained why I was not receiving shipments. Angered over never having been notified of these events, I called the Corporate Communications office at Dunkin Donuts and left a message on their answering machine. I never even received the courtesy of a return call. Now it is months later and I have not even received a single email, apology, or explanation. It is too bad DD has become embroiled in the Prop 65 debacle. But I'll never forgive them for their corporate behavior.
A lifelong customer is a great asset. DD has most certainly lost one in me. I went to Trader Joe's in San Diego and bought their Breakfast Roast. It is just as good as DD, cheaper and not a warning label to be found anywhere. Goodbye DD, I misjudged our relationship.