A Facebook post purporting to show Dunkin’ instructing baristas not to fill iced beverages all the way to the top — even when customers ask for less ice — has enraged patrons.
The alleged leak, anonymously shared Monday in the Dunkin’ World Facebook group, appeared to display specific pour levels for dozens of drinks including iced lattes, macchiatos, matchas, chai drinks, cappuccinos, Americanos and shaken espressos.
The image posted to the group, which has more than 567,000 members, showed cups marked with an “ice line” that the instructions said should guide all iced-beverage pours.
Under the alleged rules, workers are told to pour the same amount of liquid regardless of whether customers request regular ice, less ice or no ice at all.
The Facebook user who posted the photo claimed the sheet reflected a “new policy” for the chain formerly known as Dunkin’ Donuts.
Some commenters who identified themselves as employees said online that the instructions were authentic.
The Post has sought comment from Dunkin’.
The Facebook post sparked hundreds of replies. Several users claiming to be baristas said they follow the fill-line instructions and cannot increase the amount of milk or espresso without ringing up an extra charge.
Others similarly insisted that many stores will top off a cup but only if customers agree to pay for the additional product.
Some commenters blasted Dunkin’ as stingy and vowed to take their business elsewhere.
“Starbucks, Dunkin caught on to the hack of no ice lol. They trying to give us less for the amount we pay. Prices go up, but product amount decreases lol,” wrote a user named HersheyChriss.
Another, Renee Keown, wrote: “I hate to say this in this group, but I’ve started going to McDonald’s for my everyday iced coffees. They don’t fill it to the top with ice leaving you with 2 ounces of coffee, it honestly tastes amazing when you add an extra pump of flavor and an extra cream, and you can get a large for 99 cents! […] [Dunkin’s] prices are going up and we get less and less product.”
“We stopped going to dunkin long time ago because of this. Starbucks doesnt do this crap,” Valarie Staats shared.
Others jumped in to defend the chain and its staff.
“This has actually been a policy for a long time on the corporate level. A lot of stores ignore it but corporate is probably reiterating this because they now want locations to enforce this policy,” wrote Dawn Juan.
A user identifying as a former store boss chimed in: “As a former Dunkin Manager – THIS HAS ALWAYS BEEN POLICY. 😅 you get what you pay for.”
“Just because you dont want ice doesnt mean youre going to get more product,” said an anonymous poster.
“This isn’t new and the amount of people that complain about it is crazy!” wrote Sammii Jean, who added: “The fact that you think you’re gonna get more product when you ask for no ice is crazy! If you want double the product they can charge you twice for it then cuz essentially that’s what you are asking for!”
The alleged instructions also included guidance for Dunkin’ Refreshers, Energy drinks and Iced Tea Lemonades.
The sheet warned staff not to pour those drinks to the top even when customers request no ice.
“These beverages use measurements that account for ice in the cup,” the document stated.
“When made in the cup without ice, the ingredient ratios will be wrong and the beverage will not taste right. We do not recommend building these beverages with no ice.”
The post’s author said they discovered the policy after ordering a specialty beverage.
“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,” the user wrote.
“Sending to everyone so that they are aware what they will be receiving.”
The coffee chain has reason to be mindful of its bottom line, as the price of beans has soared in recent years.
The average US retail price of ground coffee jumped to $9.14 per pound in September, up 41% from $6.48 a year earlier, according to federal data.
Arabica coffee futures are likewise hovering near historic highs at $4.08 per pound, after remaining above $3 since April 2024.
US tariffs — including a 50% surcharge on Brazilian coffee, 20% on Vietnam, and 10% on Colombia — further pushed up import and retail costs, though President Trump slashed many levies last week.
Overall, the Bureau of Labor Statistics’ coffee index is up 18.9% year-over-year, far outpacing the broader food-and-beverage inflation rate of 3.1%.
