I went to dunkin’ the other day and asked for an iced latte with less ice because it’s winter and I wanted less ice. They gave me a cup that was halfway full of coffee. So I asked why and they told me they press a button on a machine, it fills it halfway full with coffee and then they add ice. So when you get a medium iced latte, you’re not actually getting a medium latte, you’re getting a small or a kids size nowadays of coffee, and then they just fill the rest of it with ice. If you ask for less ice, no screw you, you’re not getting the full amount of coffee that you paid for…
I have never heard of this in any other country. What the hell?
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If you ask for less ice, no screw you, you’re not getting the full amount of coffee that you paid for…
Actually you got exactly what you asked for: you asked for a product with less of something…
Sorry: no. I call bullshit. I ordered a beverage.
You provided the ice.
I will not sit and let someone take the apologists route for a corporation on this. Drinks are, without question, the highest margin item on the menu in most places and frequently are over iced past recommended mix levels (by the drink manufacturer) as a way to stretch that further.
I personally rarely get ice because those machines are rarely cleaned and are mold nightmares. Go ahead, ask your friends in the industry why they don’t use the ice machine.
Edit: I actually bothered to look it up-
A large Late (Hot) - $6.30
A large Late (Iced) - $6.83
That’s right: the same drink with less beverage costs more
If half of the drink is ice and you order it without ice then it’s to be expected that the cup would only be half full.
You are ordering a drink, ice is there to cool it. If someone orders half ice the drink will still be filled. I could walk into any number of places and ask for no ice and they, without question, and without prompting, would give the full cup. If you genuinely believe what you wrote - man I feel for you.
It’s your opinion and you are entitled to it… but you’re wrong. I’ve worked a lot of my earlier life in bars and restaurants: the shit costs nothing and is high margin. Keeping a customer coming back over quite literally the “additional” cost of a few pennies … so they spend 100s of more dollars with your shop over the course of a year isn’t just logical: it’s good business. It’s as simple as that.
Edit: I actually bothered to look it up online-
A large Late (Hot) - $6.30
A large Late (Iced) - $6.83
That’s right: the same drink with less beverage costs more
So please tell me again how this cashier wasn’t utterly incompetent.
If I go to a juice bar and order a drink made with one orange, one banana, one kiwi, and two scoops of ice, blended to fill a cup, I fully understand that it’s not the ice I’m paying for. If I ask for the same drink without ice, I don’t expect them to throw in another orange and half a banana to fill the cup.
I don’t disagree that with something like soda or coffee, it costs them nothing to replace the ice with more drink. But I also don’t feel entitled to guilt them if they don’t. They’re serving the same amount of drink to everyone - I just prefer mine without ice.
I more or less agree. In your juice bar example we’re talking about lower margin perishables. Totally makes sense there. The beverage in question was a coffee drink which is, frankly, pretty high margin. Especially with the ice. The problem with this thread is people moving to hypotheticals when a fact check was literally a click or so away.
Facts aside - Anyone who’s worked in hospitality or the service industry generally understands doing a solid for a customer will typically pay dividends as they will return to spend more money later. This was clearly an opportunity lost, objectively speaking.
This was clearly an opportunity lost, objectively speaking.
LOL do you think Dunkin Donuts give a flying f about one customer possibly coming back in the future and maybe buying an extra coffee some time because they got a bit extra?
The cashier is doing what they’ve been told to do by their minimum wage, shitty job and f them for not breaking the rules and maybe even getting fired for not giving a stranger free coffee?
For Dunkin’ Donuts as such, that one interaction is a single cell in an enormous crystal of interactions. Dunkin should write a procedure for this particular case because it’s going to happen millions of times.
And their procedure, to keep those thousands of customers, should be to fill up the cup.
LOL do you think Dunkin Donuts give a flying f about … extra coffee?
See what I did there? Neat.
The cashier is doing what they’ve been told to do by their minimum wage, shitty job and f them for not breaking the rules and maybe even getting fired for not giving a stranger free coffee?
This argument you are pushing here is purely based in fantasy… or some pretty weak attempt to troll. Unless you have some first hand experience in that chain (you don’t) you are just engaging in a straw man argument.
The costs of the coffee both hot and cold have been posted. Your assessment falls completely flat factoring in that cost or just exercising some basic common sense.
If they have a machine, you’re getting exactly the full amount of coffee you paid for; you’re just not getting more by removing a filler that they normally include, and that some people like. Now, I’m not saying there’s anything morally wrong with gaming the menu at a giant chain if it can be done without fucking over the staff, or that it wouldn’t be shitty if Dunkin’ has done some sneaky shrinkflation, but there is a certain mechanical clarity here that I can’t get too riled up about.
Yeah… you’re be getting exactly the same amount of coffee you had been paying for before. Getting upset at how little that coffee amounts to normally is one thing, but getting upset with the notion that you are now getting -less- coffee is just silly.
Let me pose a question here: most chains actually sell coffee at the same (or similar) price as any other fountain drink. What’s the difference then? Was the 1/2 ice too hard of an order? The machine is preprogrammed for roughly the time it would take to fill an ice filled drink. Was the person filling the drink pre-programmed to not be able to problem solve? Based on the thread responses I’m inclined to answer that as self evident.
Edit:
Soda fountains keep being brought up here. If you order a soda with no ice, you typically get more soda. But that’s because the way the sods fountains fill is based on the volume in the cup, not the volume dispensed. The coffee machine in this post evidently measures based on coffee dispensed. If soda were dispensed the same way, it’s likely soda with no ice would also give you a less than full cup.
Also, don’t go insulting or blaming the worker in this instance. They likely have to follow the guidelines of the job or risk losing it. “Pre-programmed to not be able to problem solve”? Fuck right off with that. If the machine is set to dispense a certain amount of coffee, the worker would either need to press the button twice, giving away more product for free, or press it once and give a half-full cup. This has nothing to do with problem solving. Maybe the customer shouldn’t be pre-prpgrammed to expect more for less. I get the frustration of not having a full cup, but you’d only be getting a half-full cup with or without the ice in it. You are getting what you paid for.
Soda fountains keep being brought up here … The coffee machine in this post evidently measures based on coffee dispensed… If soda were dispensed the same way, it’s likely soda with no ice would also give you a less than full cup.
I’ve worked with those machines before. Most are simply time based triggers. They use knowledge of volume per second to determine pour size. It’s functionally identical to a bartender executing a free pour. The difference however is in why they are doing it. A bartender is doing that to ensure proper ingredient amount - the machine at a franchise is most notibly focused on time saving: a server pushing the button until it is full cannot do multiple things and ‘at best’ can fill two cups at once - (yes, yes, I know you can do more but… let me have this) With the machine a rep can fill multiple glasses unattended and contine working in the background. This is chiefly about efficiency (time is money.) Labor is expensive - coffee is not.
Also, don’t go insulting or blaming the worker in this instance. They likely have to follow the guidelines of the job or risk losing it. “Pre-programmed to not be able to problem solve”? Fuck right off with that.
No. The insult stands. I’ve worked over 10 years in that industry from food service to high dining. I’ve hosted, served, bartended, managed and assisted in opening two start up coffee shops. I have never, in the history of my work, seen a chain or management that would accept that behavior from an employee. Give me the chain number. I’ll call it and speak with the manager - Hell- I’ll speak with a district head. That’s how confident I am in this. I’ve seen similar behavior out of employees and coworkers before- and on days when I was being unquestionably a POS I’ve done it too… it’s wrong. Plain and simple. The marginal cost of the additional beverage is non-existent in the face of future business with the patron whom you kept coming back.
It fails the cost vs profit test, it fails the social test, and it fails the service test.
This is simply beyond reproach. If you feel otherwise please, by all means, explain to us all how a baseline employee was empowered to make a judgement call - that left a customer with such a foul taste in their mouth … that they turned the experience into a social media discussion. That action has now been seen by hundreds of eyes and will effect future purchases. All over arguably pennies in product that likely is thrown out regularly to cycle in fresh coffee.
If the machine is set to dispense a certain amount of coffee, the worker would either need to press the button twice…
(gasp.) Twice? And the problem is solved? See my lack of problem solving statement above. The kid was making excuses and at best was wrong and at worst was being a shit. I covered the machine and the rest of your comments following that above.
I’ve done my time in those trenches: as someone who’s been there: kid was a shit. As a customer, objectively, from the outside: kid was wrong - and likely being a shit. I wouldn’t give them my business following that.
edit:
Punctuation and stuff.
Amen. This Dunkin endangered a customer relationship over a triviality.
Dunkin’ has done some sneaky shrinkflation, but there is a certain mechanical clarity…
I promise you that they have done just that: like every other corporation has. The mechanical clarity is imagined but provides a fine excuse. That machine is configurable - just like any other timed / measured device. Yeah you pushed the ‘small latte’ button … but is that the same small late that x franchise sells across the street (who owns the same machine but different size cups?) It’s software. Anyone who doesn’t think that dunkin’ - a profit driven organization - isn’t going to milk the customer for every penny they can get… is either daft or willfully ignorant.
edit: wording
You asked for a hamburger with no toppings and are surprised that you just got meat and buns.
They didn’t give you less meat they just gave you less toppings. You’re noticing the sandwich is pretty empty, because you ordered it that way
This is rather silly. I’ve seen people order drinks with no ice tons of times, and they always fill it to the top. That’s probably what they would’ve done here, too, if given the choice.
But they explained it isn’t the choice
The explanation was fabricated to make the customer ‘go away.’ Which they should: to a different location that isn’t so profit oriented and staffed with drones that lack common sense.
It’s not fabricated, the machine dispenses a fixed quantity, expecting ice.
A subway sandwich is made to have a fixed quantity of deli meat, even if you ask for no other toppings. You’ll find the sandwich is quite empty in that case. Sure an employee could just load that bitch up, but I bet they wouldnt want their manager to “know” actively. In the case of the coffee, they’d have to mix a second portion of drink in s, m or l, and hope it fits in the m cup. That’s way more obvious, and more effort than the subway employee just slapping a few extra slices on the otherwise empty Sammy.
Indeed folks should prefer small coffee chains. The product is way better and the servings aren’t portioned by a machine, and asking for adjustments at such a place doesn’t put the employee in a spot of potentially getting in trouble.
You don’t know the Starbucks employee’s life, and them following the rules isn’t choicefully being a “drone”. They just want their wage, and want to serve customers shit off the menu.
Arguably they have more “common sense” to keep their manager off their ass by just serving from the menu, rather than doing custom stuff
It’s not fabricated, the machine dispenses a fixed quantity, expecting ice.
Which is customized per drink based on specifications arbitrarily selected by the franchise. It’s literally a fabricated value. If you think they don’t adjust that and don’t think it’s configurable I’ve got a bridge to sell you.
Further: it’s a coffee shop. Custom orders are not foreign. Easy ice isn’t even that unheard of. There were a variety of ways to approach that situation as the cashier and the ‘nope’ that OP got was not one of them. Hell they could have offered to cut it with regular coffee to top it off and not used the machine. Kid behind the counter was being lazy and made an excuse. Simple as that.
A subway sandwich is made to have a fixed quantity of deli meat, even if you ask for no other toppings.
This is apples and oranges. Meat is a high cost item with low margin. Drinks are literally the opposite of this. But to your point if someone asked for double meat you’d just tell them there’s a charge for it… because it’s quite literally built into the POS system. Extra shot of espresso? Yep that’s there. 2oz more coffee? Not there. Why? Because it costs more to pay someone the extra 2 minutes pushing the button in the POS system than it does to just pour the drink.
In the case of the coffee, they’d have to mix a second portion of drink in s, m or l, and hope it fits in the m cup.
From what I read it doesn’t sound like pushing the button a second time would have overflowed the existing cup and honestly? There’s a spill tray. This is low effort and the clerk cba to make even the most basic effort.
Indeed folks should prefer small coffee chains. The product is way better and the servings aren’t portioned by a machine, and asking for adjustments at such a place doesn’t put the employee in a spot of potentially getting in trouble.
I promise you the manager wouldn’t have batted an eye at filling the cup, and would likely be more pissed if a complaint came in over this exact incident. I can almost hear them saying “WTF were you thinking”… and “if you weren’t sure come get us.”
You don’t know the Starbucks employee’s life, and them following the rules isn’t choicefully being a “drone”. They just want their wage, and want to serve customers shit off the menu.
Find me a Starbucks (or any coffee chain) that doesn’t take custom orders on… their entire menu… The drone comment was quite frankly accurate. If you can’t do basic problem solving why the fuck are you there. The customer could just push the button and… to that point this is why a LOT of drink machines are self serve.
Arguably they have more “common sense” to keep their manager off their ass by just serving from the menu, rather than doing custom stuff
I covered this above. There was more to gain and less to lose over the mere pennies that second button push would have cost… and checking with a manager is quite literally part of the job.
edit:
speaking of fabricated - I checked the prices (see other post)
The iced large late actually costs more than the hot large late lol. The prices are literally made up in this case. Arguably the only difference in cost is… the ice… which he wanted less of so…
If your barista just presses a button and hands you a cup, you’re at the wrong place for coffee.
Automated espresso machines are becoming the norm all over the world tbh.
It triggers you to receive exactly what they offer?
You are actually getting exactly the same amount of coffee you paid for, without the ice.
Which is half a cup full.By the way, this isn’t a “coffee in the USA” thing. It’s a Starbucks thing.
In most diners, coffee shops and restaurants in the US, you get as much coffee as you want, with free unlimited refills.So these comments aren’t going the way you thought they’d go…
I have never heard of this in any other country
Which countries give you more coffee than you paid for just because you asked for less ice?
well, it used to be every country did this because they didn’t have the portioning technology to prevent overpouring for those who asked for less or no ice (because they wanted extra beverage). people got used to be able to game the system, the companies knew they were doing this, and put an end to it the second they could.
Turns out OP actually has a valid complaint. Social media warriors CBA to check prices before rushing to defend the poor defenseless corporation. 😅
I mostly care about how much caffeine I get, which I understand to be the same regardless of how much ice there is. Generally, small or medium is 2 shots of espresso, and a large is 3 shots.
If you want two espresso shots, then you could just have them straight up. It doesn’t really make sense why you would water them down with a bunch of ice, because then it tastes like crap. If I get an iced latte, it should taste like an iced latte, I shouldn’t have to struggle through it by dumping more sugar into it like I’m taking some sort of medical concoction. There are so many things they could do to fill up the cup, add a little bit of milk into it. You guys don’t have milk? I asked them that. Oh well it’s extra to put more milk. Ridiculous I swear
it’s extra to put more milk
More product costs more? Outrageous!
You were in the right and have a valid complaint. The people stating otherwise are making a bad faith argument not even based in fact.
Sorry you had that experience - the cashier was a twat; a number of these posters apparently aspire to be like him.
Premeasured devices have been around for awhile. Fewer user errors and they can use the customer’s mug/thermos if they want to.
It’s not just coffee, soda cups have ice lines and a growing number of soda machines have automated / measured filling. And if you go to a theme park your cups are RFID chipped so you can’t get refills (or only a certain amount of refills).
No I understand this. When someone is pricing a product, they price it off of how much it costs to make a specific amount. In this case it would be the amount of coffee in the glass given the glass has ice. Additionally when buying coffee or alcohol you are paying for the coffee or alcohol by the shot (30ish ml) and that is then diluted. For your case it would be diluted in milk. So by ordering without ice you are either going to get a diluted product, more than what you paid for or a less full glass.
I mean come on they literally gave you exactly what you asked for. What do you expect of a drink that you specifically asked for an ingredient to be removed from. Obviously you are gonna get less. They teach this shit in grade school. Would you prefer them to have just topped your cup with water, if so fucking ask ughh.
Sincerely a bartender sick of everyone’s shit.
sick of everyone’s shit
This is exactly the problem with most retail employees: they treat everyone like the small fraction of scammers that exist.
If it were my coffee shop, I’d just spend the few cents to fill that cup and I wouldn’t treat it as a problem until a significant portion of people were obviously gaming the system.
Penny pinching just gives off the impression that one doesn’t care about one’s customers.
In my opinion, commerce is a platform upon which community takes place. The people are the point.
Go fuck yourself
Mods! Civility 🤡
Dude you’re comparing something stupidly expensive like liquor to coffee. like what?? 10 years ago, you could get an iced coffee less ice, it had like 5 ice cubes in it. Now they just give you half the amount of coffee what the hell? How can you even justify that? If we’re talking about some expensive top shelf liquor that costs $30-80 a bottle, sure, I get that. But this is literally sugary coffee and milk!
Bars/Cafes also have to buy the fucking product. Do you not have object permanence? Are objects and processes outside of your direct field of view intangible to you?
I’ll just get my popcorn for this. Must be some really expensive ice.
What do you mean “in the USA”? You went to a Dunkin Donuts… Lol. That’s not a Cafe, that’s a place to buy mass produced, shitty donuts.
This was entirely your fault is your were after a great cup of coffee.
I think this is about presentation,
If you had ordered a hot latte, they would have put it in a cup so it looked full.
If you order just a ice latte, then put it in a cup so it would look full.
You ordered something they hadn’t designed for, and it’s really up to the barista at the moment to decide how to handle it. At larger organizations they probably just have a policy, it’s smaller organizations the barista might top you up.
If you’re not getting a good experience, switch locations.
Dunkin is a franchise, so the local owner should have the ultimate authority on this policy.
Just make it at home its so much better and cheaper.
Gee, I’m sure OP didn’t think of that one.
