Los Angeles Influencer Slams Dunkin’ App After Failing To Order Simple Coffee: ‘And Then They Wanna Ask ME For A Tip After I Made The Whole Thing Myself’
LOS ANGELES, CALIFORNIA — Ordering coffee through an app shouldn’t feel like solving a puzzle — but one frustrated Los Angeles customer says that’s exactly what it’s like with Dunkin’s online ordering system.
In a viral TikTok video that’s racked up more than 3.3 million views, creator James Charles (@jamescharleslol) called out Dunkin’s mobile app, saying it’s so confusing and inconsistent that he’s considering giving up on the brand altogether.
“This is a message for the Dunkin’ corporate team,” Charles began. “Whoever designed your guys’ coffee ordering system on delivery apps deserves to be tied up in the middle of the street and ran over with a vehicle multiple times.”
Struggling To Order a Simple Coffee
Charles explained that for years, his go-to order has been a medium caramel iced coffee with cream and sugar — a basic drink he once ordered easily every morning before school.
But since moving to Los Angeles, he says no delivery order has ever tasted right.
“It has never once arrived to my home tasting the same as it once did,” he said. “I don’t know why you people decided to make it literally as complicated as decoding the Da Vinci code.”
According to Charles, the problem lies in Dunkin’s overly technical app terminology — terms that make sense to trained baristas but confuse average customers.
“What the [expletive] do any of those things mean? We’re not Dunkin’ baristas. That’s not my job,” he said.
‘Why Don’t You Put The Drinks On The Menu?’
Charles also blasted Dunkin for how it promotes its celebrity collaboration drinks — like those tied to social media stars or seasonal promotions.
Instead of having these drinks displayed front and center, customers must manually rebuild each recipe in the app by selecting every syrup, shot, and milk option.
“Why don’t you put any of the drinks on the f—— menu?” Charles asked. “Why don’t you put the drinks on the menu?”
And even when he manages to place an order, he says the final product is always inconsistent.
“Every time that I order a Dunkin’ coffee, it tastes completely different, and it’s never good,” he said. “It’s literally only OK when I go into the stores, and I don’t wanna go to the f—— stores.”
Frustrated, he added, “I want a delicious Dunkin’ coffee straight to my doorstep. But you guys have to fix the f—— system because it’s f—–.”
@jamescharleslol @Dunkin’
Customers Nationwide Share the Same Complaints
Charles isn’t alone in his frustration. On ConsumerAffairs, Dunkin’s app currently holds a 1.4-star rating, with hundreds of similar complaints about incorrect orders and confusing options.
“I like being able to place an order on the app ahead of time, but they have never gotten my order right!” one reviewer wrote. “I shouldn’t have to check my order to make sure that the three things I ordered are correct!”
Industry research shows that more than 60% of restaurant orders are now placed through mobile apps, but poor user interface design remains a major pain point. Customers say they want clarity and speed, but many apps prioritize customization — offering thousands of combinations at the expense of usability.
A UX researcher who studied food delivery apps told analysts that customers often “abandon brands that make ordering feel like work,” noting that the tension between customization and simplicity is a growing challenge for coffee chains.
Viral Reaction: ‘Dunkin Thinks We All Got a Degree in Coffee Beans’
Thousands of TikTok users quickly jumped in to agree with Charles, sharing their own app frustrations.
“Dunkin thinks WE all got a degree in coffee beans,” one top comment read.
“Actually, he’s correct,” another user added. “I hate ordering on the app.”
Another frustrated customer joked, “And then they wanna ask ME for a tip after I made the whole thing myself.”
Others noted that even when they do manage to place an order, the results are rarely consistent. “So glad someone is finally talking about this,” one commenter said. “I literally can’t order my coffee on DoorDash and I can’t recreate it either.”
The Bigger Picture
Mobile ordering is one of the restaurant industry’s most important growth drivers — but as this viral Dunkin’ debate shows, even popular brands risk alienating loyal customers when digital platforms become too complex.
As Charles put it: “All I want is a caramel iced coffee. Why is that so hard?”
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