Dunkin Customer Service

Calling Dunkin's customer service line really isn't a great experience because of both a language barrier with the customer service representative and an apparent connection problem. 

When I dialed this number, I was initially asked if I was calling about a recent in-store visit and asked to press 1 if I was. If I wasn't, I could instead remain on the line and choose my language.

After doing so, the system asked me if I needed instructions on how to reset my password. If I did, I could press 2, or I could remain on the line to wait for someone to answer my call. I chose to wait, and the system repeated the request a second time. After repeating the request, the system understood my choice and said that my estimated wait time was approximately eight minutes.

During the waiting period, the system told me that I could refill a Dunkin gift card on Dunkin's website multiple times, suggesting that it wanted me to use the website if at all possible. I heard this message four times over my wait before being connected to a representative.

Once I was connected, the representative asked my name and then asked for my Dunkin account e-mail. I provided my name, but I told her that I wasn't calling about my own account. Instead, I wanted information about how long it would take for a Dunkin gift card to expire. I explained that I wanted to purchase a gift for my mother's upcoming birthday, but she wasn't the most prompt person at using gifts once they arrived.

Because of that, I wanted to be sure that a gift card wouldn't expire on her, and I explained that I wanted to find out before I made my purchase. This seemed to confuse the representative, who started talking unintelligibly about how important it was to use the gift card before the expiration date on the card.

The representative went on to mention that the expiration date should be on the gift card, and if it did expire, I would need to call Dunkin in order to get the balance transferred. However, she stressed that it would not be easy to get the balance transferred, so it would be better to use the card before it expired. I didn't really have anywhere to go from there, and it was clear that she didn't really know how to answer my questions or explain things well in English, so I thanked her for her time and ended the call.

Overall, I wasn't all that impressed with the service I received. The representative was clearly trying, but Dunkin really needs to have representatives who speak English at a fluent and clear level, given how many stores it has in the United States. The representative didn't seem to know how to answer my question, and the connection wasn't very strong.

Based on this interaction, I wouldn't use this number to get reliable help; the call quality and representative quality are lacking.