A disgruntled Dunkin’ customer is considering a switch to Starbucks after encountering persistent issues with the coffee chain’s app, particularly with redeeming earned points. The frustrated customer aired her grievances on social media, highlighting difficulties in redeeming points, leading to failed attempts and the need to pay out-of-pocket. This incident has fueled comparisons with Starbucks’ seemingly smoother rewards system, raising questions about the user-friendliness of Dunkin’s app.
Photo from: TheStreet
App Woes and Failed Redemptions
The customer took to Twitter to express frustration with Dunkin’s app, citing the unavailability of skim milk, complicated point redemption processes, and a glitch in the store system. The result? Having to pay for her morning coffee despite having earned points. This has ignited a debate about the efficiency of Dunkin’s rewards system compared to its competitor, Starbucks.
In the customer’s tweet, a direct comparison was made with Starbucks, praising the ease of redeeming rewards at the popular coffee chain. The perceived simplicity of Starbucks’ system, where customers earn two stars per dollar spent, has become a point of contention for Dunkin’ enthusiasts contemplating a change.
Dunkin’ responded promptly to the customer’s concerns on Twitter, expressing regret and offering assistance to resolve the issues. The company’s willingness to address the problem indicates a recognition of the impact app-related problems can have on customer satisfaction.
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Reward Points System Comparison
The lawsuit threat comes amid a broader discussion about Dunkin’s reward points system. 10 points for every dollar spent will be earned by customers, needing 150 points to redeem rewards. In contrast, Starbucks’ simpler system starts rewarding customers with extras like an extra espresso shot or nondairy options at just 25 stars.
This incident follows a class action lawsuit against Dunkin’, accusing the chain of discriminatory surcharges on non-dairy milk alternatives. Customers claim Dunkin’ profited unfairly by up-charging those opting for oat milk, almond milk, or soy milk. The lawsuit, if successful, could impact Dunkin’s pricing strategy for non-dairy options.
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