Alleged Dunkin’ iced drink policy: Don’t fill some cups to the top

A Facebook post claiming to show Dunkin’ instructing employees not to fill iced drinks to the top, even when customers request less ice, has sparked outrage among patrons.

The post alleging this was shared anonymously Monday in the Dunkin’ World Facebook group, appeared to show certain pour levels for dozens of beverages including iced lattes, macchiatos, matchas, chai drinks, cappuccinos, and more.

The photo, posted to the group of over 567,000 members, showed cups marked with an “ice line” that reportedly dictates how much liquid should be poured into every iced drink. According to the instructions, staff are told to pour the same amount of beverage whether customers ask for regular, less, or no ice.

The Facebook user who posted the image described it as a “new policy” for the chain formerly known as Dunkin’ Donuts. Some commenters claiming to be employees confirmed the instructions were genuine.

The caption of the post claims the poster “Just came across this new policy they have. Just paid $6+ for a large cookie butter cloud latte, with less ice, to not get filled to the top because their new fill policy says they will not do it, on purpose. Sending to everyone so that they are aware what they will be receiving”.

The post drew hundreds of comments. Several self-identified baristas said they follow the fill-line guidelines and cannot add extra milk or espresso without charging an additional fee.

Some commenters criticized Dunkin’ as being stingy and said they would take their business elsewhere, some defended the chain and its employees, and some employees claim the policy is real.

The leaked alleged instructions reportedly also applied to Dunkin’ Refreshers, Energy drinks, and Iced Tea Lemonades. The sheet warned staff not to fill these drinks to the top even when customers request no ice. The document stated that these beverages use measurements that account for ice in the cup. When made without ice, the ingredient ratios will be wrong and the beverage will not taste right. Staff are not recommended to build these beverages with no ice.

The post’s author said they discovered the alleged policy after ordering a specialty drink and seeing the instructions firsthand.