There is a scandal going on between Dunkin’ and its customers for adding many hidden extra surcharges without disclosing this and is followed by unrest of customers angry for being poorly treated as stated here, Anger over Dunkin’ Donuts surcharges: three costs added to bills that have customers livid
The fee scandal of employees wellness
Most of the customer annoyance has stemmed from an unnoticed 3% ’employee benefits & retention charge’ that suddenly appeared on receipts. The actual ‘surcharges’ further imply that “it is not gratuity” and won’t be sent directly to employees. The vacuum that blew up from a New Jersey customer posting a receipt to social media and noted that unusual surcharge on the bottom of their total cost order.
Customers are really mad about the added charge without saying it, with one Facebook response saying, “Now wait just one darn minute. Am I late??? I usually don’t get a receipt and the one day I do. I noticed that I am being made to pay a 3% surcharge for employee retention for Dunkin’ employees. I mean ask me or tell me so I can make a decision.”
Different types of surcharge affecting consumers
- Discriminating non-dairy milk: This is also in connection to charges related to the wellness fee, aside from which Dunkin’ is being sued for the 0.50 cents to $2.15 charges for using any non-dairy alternatives like soy, oat, coconut, and almond milk. A class action lawsuit promises to label such practice as discriminatory against consumers with lactose intolerance and milk allergies since Dunkin’ has reportedly also gained more than $250 million because of that.
- Excessive sales tax: Dunkin’ was also hit with sales tax overcharges on history-nonexempt items. Several lawsuits claimed that 70% of the time, stores overcharged sales tax on items such as unsweetened bottled water and pre-packaged coffee.
Served customer service disaffection
All these surcharges have reconsolidated the reputation of Dunkin when it came to customer service. It is what most customers find “unprofessional and bad customer service,” considering the charges show without any prior notice and are only found out after a check in receipts.
One particularly telling customer reaction demonstrates the widespread dissatisfaction: “Good Dunkin’, really good” – a sarcastic comment that encapsulates customer frustration with the company’s billing practices.
Lack of transparency by corporate
This is especially egregious since these charges do not occur randomly. Some customers are saying that they are hit with this 3% employee wellness fee only at certain franchise locations, implying that it’s not a company-wide policy but more of a store-level decision. And that has made customers confused as to what they’ll actually pay at different locations.
This then echoes the story of last year’s similar controversy when a Reddit user saw on his receipt from at Dunkin’ within LAX airport that additional $0.16 was incurred from a $5.95 order by 3% of “employee wellness” charges. A lot of customers considered this charge misleading, one of whom remarked that it’s simply “one way to raise money for the owners”.
Furthermore, this shows the systematical application of undercover fees in the industry. Added to the above definitions should be one from which. This situation reflects a broad trend in the food service industry where businesses add various surcharges rather than incorporating costs into menu prices. Customers constantly express that they prefer realistically transparent, all-inclusive pricing rather than finding out about additional fees at checkout.
There were shouts that want Dunkin’ to either abolish these added costs or make them visible to customers right before the purchase so they know what to decide.
Until today, Dunkin’ corporate has yet to put out an official statement regarding the employee wellness fee controversy. The company did away with its non-dairy milk upcharge in February 2025, following public feedback and a continued lawsuit. The massive public uproar and customers shouting at the issue suggests a future drag by the reputation of the brand until such time that this gets holistically attended to.
