Dunkin' Donuts

On Saturday March 2nd I visited your Old Forest Road location in Lynchburg VA. I am a frequent visitor of this location and the staff there always remembers me when I come in. Great crew might I add. Unfortunately I have not been back to visit sine 3/2/2019. On my last visit It was my final straw...
On this visit I went to the drive thru and ordered my regular Iced Coffee with Hazelnut flavor swirl and cream only and a black iced coffee. I pulled off heading to my run my errands and noticed that my coffee tasted like hazelnut flavored water. This has happened on every visit for almost the last 3 months. I come to this store sometimes twice a day... I have complained and I know that other customers have complained because the crew members at the location tell me that a lot of customers were saying the same thing. On this particular day 3/2/2019 when I walked into the store holding the watered down coffee the cashier looked at me and said " It taste like water don't it" This infuriated me even more. The fact that they knew that the product was of very poor quality and they continued to serve it to customers is just TERRIBLE. I asked to speak to the manager because I was upset that this continues to happen each time I visit this location. The manager then offers me a Dark Roast which I do not like... I then said I will take a cold brew instead. She then wants to charge me the additional cost of the cold brew... I said whatever I have to pay to get a good cup of coffee than ring me up the additional .30 cents. At this point now the "MANAGER" is making my coffee and she hands it to me... I taste it and it taste like sweet tea with Hazelnut flavor... I advised her that is taste like tea...she begins to argue with me that there is no way it is tea and offers to make me another coffee with the sugar free hazelnut syrup... I smelled the 2nd cup that I ordered that was black with no sugar cream or flavor swirl and it was very obvious that it was tea. I asked the Manager to smell it if she did not believe me... she refused and continued to walk away. I then said forget it I would like my money back... She and her staff heard me say 3 separate times that I no longer want the coffee to Please give me my money back. I waited an additional 5-6 minutes and the manager comes back with another black coffee and one with hazelnut and cream. Never did she give my money back. I did not ask for a now 3rd coffee I wanted my money. She said nothing to me and walked away. I stood there for a good 1-2 minutes in shock waiting. I got so frustrated that I took the coffees and left.

I have record on my Dunkin App of each time I have visited and the iced coffee was made incorrectly and they continued to sell it.

on another visit I was told the amount to pay in the drive thru speaker and then at the window the amount was increased (by the manger who charged me for the side of cream I requested because it was in a small cup). The cashier took my card and then gave it back without explaining why I was charged a different amount. I had to ask and have the manager come explain this. I would think that should have been explained before tendering my order 1st and I pay for cream in the price of my coffee.. I have never heard of being charged because I want it on the side to mix it myself.

I would really appreciate a call from Kevin the Area manager for this location. I can be reached at [protected]. my name is Jessica Taylor.