Monday, February 11, 2008

Dunkin' Donuts - Thai Style: A Follow-up

One of the first reports I published on our Southeast Asia travels concerned our visit to a Dunkin' Donuts location in Bangkok, Thailand. Some of you might recall my description of the coffee cream dispenser, and the instructions for preparing a croissant sandwich.

I emailed the Dunkin' Donuts US customer service department to advise them of my blog posts. I am delighted to report that my email was forwarded to Mr. Nadim Salhani, the Group General Manager of Golden Donuts (Thailand). I received the following message from Mr. Salhani by email this morning:
Dear Mrs Entis,

Many thanks for the comments in regards to our Dunkin store at Siam Square well received, and on behalf of Golden Donuts (Thailand), I sincerely apologize for this unfortunate incident that must have spoiled yours and your husband day.

The experience you had is not acceptable and it is very clear we did not keep our standards were it should be. This shows we have failed to train our people on proper hygienic conduct.

I want to make sure this does not happen again and therefore will be conducting special training sessions within this week to discuss and revise our hygiene and sanitation standards with our operations team. The plastic cup will have to go, and maybe we should try to improve English communication in the stores that service to more foreign customers.

Thank you once again for bringing this issue to our attention. I know the damage is already done and unfortunately the scar remains, but I would like you to know that we will be taking the proper corrections in order to offer the customer experience we strive for at Dunkin Donuts.

Yours sincerely

Nadim Xavier Salhani
Group Managing Director
Abp Cafe (Thailand) -
Golden Donuts (Thailand) -
Golden Food Services
209/1 K Tower B, 25th Floor. Sukhumvit road No.21. Klongtoey Nua, Wattana, Bangkok 10110, Thailand
Tel: +66 2261 5354, Fax: +66 2261 5360
A tip of the hat to Dunkin' Donuts in the US for forwarding my email, and to Mr. Salhani for his prompt and substantive response.


  1. This is a beautiful conclusion.

  2. Oh, I'm sure you were really scarred. If you had any idea of the significantly worse offenses that go on behind closed doors in most kitchens you would probably never eat in a restaurant again.


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