How Karens Are Changing Customer Service At Dunkin'

It's the early morning, and you've decided that what you need before you start another day of work is a donut and a coffee from Dunkin'. You pull up to the drive-thru, only to discover that there's a line of cars ahead of you. So much for grabbing a quick pick-me-up, right? As you sit there in your car, you can't help but wonder what is taking so long. What could possibly be going on this early in the morning to hold everyone up? Little do you or the other drivers know, a combative customer has chosen this fine morning to get into a screaming match with the employee in the drive-thru.

While Dunkin' prides itself as being the donut and coffee shop that America runs on, it seems that some Americans aren't exactly running on Dunkin' so much as trying to fight it — or more accurately, its employees. Whether it be entitled people or folks with anger issues, Dunkin' employees often find themselves the unwitting targets of unwarranted wrath. A woman in Boston threw a Coolatta machine and attempted to assault an employee in April 2022 (via WCVB), while in 2020, a teenage employee was stabbed by a customer over an altercation about food (via FOX 10 Phoenix). It seems that some people aren't afraid to act out on their worst behaviors even in public.

The problem with irritating customers is so bad that, according to some, they've stopped trying to help customers altogether.

On the subreddit r/DunkinDonuts, a user by the name of u/curadeio posted a bizarre story. While ringing up a woman's order for "a latte with an extra shot," the user asked if she would like a macchiato, a cheaper drink that would still be the same as what the woman wanted. Rather than politely decline the offer, the woman apparently became "violently upset." Other users claim that this scenario happened to them as well, and has led them to quit trying to help customers save money.

"Years of working in customer service made me realize to never try to help someone unless they ask for help. It will most likely end up in confusion or an argument because everyone thinks they know what they're doing," wrote one user. "It sucks but it's reality, let people be dumb and spend more money."

"I know u had the best intentions," sympathized another user. "But sometimes people just dont understand that we want to help them."

Some employees on Reddit have even gone so far as to say that they "despise" the majority of customers at Dunkin', although this may be an exaggeration on their part. Still, it's always important to show respect for those working to serve you your early morning breakfast. There are lots of things that Dunkin' employees wish you knew, so maybe giving it a read before your next visit will make things easier.