Dunkin' Donuts Iced Beverage Policy Triggers Customer Outrage
Coffee chain Dunkin' Donuts is facing a storm of criticism from UK customers over a leaked internal policy concerning its iced beverages. The controversy erupted when an anonymous Facebook user shared a photo of what appears to be a company document detailing new guidelines for preparing cold drinks.
The alleged policy has left many patrons feeling short-changed, arguing they are not receiving the full value for their money, especially on premium drinks that can cost over £6.
The Leaked Guidelines: Which Drinks Are Affected?
According to the document circulated online, there is a strict new rule for a specific group of iced beverages. Drinks including iced lattes, signature lattes, iced matchas, iced cappuccinos, iced macchiatos, iced Americanos, and shakin' espressos should never be filled to the top of the cup. This instruction reportedly stands even if a customer explicitly asks for no ice or less ice.
Instead, staff are directed to fill these particular drinks only to 'line number two' on the Dunkin' cup. This means the cup would be served partially empty, regardless of the ice content.
However, the policy seems to make exceptions for other popular items. Iced coffees, iced teas, cold brews, and lemonades are permitted to be filled to the brim. Furthermore, the alleged document states that certain beverages, such as Dunkin' refreshers, energy drinks, and iced tea lemonades, cannot be made without ice at all. The reason given is that 'these beverages use measurements that account for ice in the cup,' and making them without ice would result in incorrect ingredient ratios and an unsatisfactory taste.
Customer and Employee Reactions Pour In
The anonymous Facebook user who shared the image expressed their frustration, captioning the post: 'Just came across this new policy they have. Just paid $6+ for a large cookie butter cloud latte, with less ice, to not get filled to the top because their new fill policy says they will not do it, on purpose.' They urged others to be aware of what they are purchasing.
While The Daily Mail reported that it had not received confirmation from Dunkin' regarding the legitimacy of the document, many commenters claiming to be current Dunkin' employees affirmed its accuracy. This added fuel to the fire, with a flood of angry responses from social media users.
One customer argued, 'I ask for less ice because I want more milk and want the coffee to be less strong, especially if it contains espresso. I shouldn't be short-filled just because of that.' Another complained about the value, saying, 'I mean when I order a drink that's $6 I'd like to have more than three to four sips because it has so much effing ice.' Others labelled the move as 'stingy.'
Despite the backlash, some users defended the chain's position. One commenter explained, 'It's wild to me that people don't understand less ice doesn't equal more drink... It's to ensure your drink tastes correctly.' Another stated, 'The drinks are all measured out to give a perfect, consistent flavour... They're not going to change the formula because you don't want a lot of ice in your drink.' An individual claiming to be a Dunkin' employee chimed in, clarifying that customers are 'still getting the same amount as you would with the ice' and that the portion is designed to maintain the intended flavour profile.
The debate continues to rage online, highlighting the delicate balance for businesses between maintaining product consistency and meeting customer expectations for value and customisation.
