Dunkin'

"I go to Dunkin on 4th St. once or twice a month with the exact same order 2 muffins, 3 juices, and 12 picked doughnuts. My son (this is our weekend thing) loves it and everyone is so nice to us in the drive through. I've never had an issue with any order until today. When I arrived home and my kids opened the doughnuts, we were given 12 double chocolate, instead of 4 and an assortment of others. No problem, I'll drive back and get the order corrected. Enter Manager Gina (zero stars) I explained to Gina (manager at the counter) that I received 12 double chocolate, and that was not what I had ordered. Gina let me know: that's what they (the drive through) said I ordered. She did not seem to be focused on solving my problem, and I was feeling like she was suggesting this was my or someone else’s mistake. I said ok, but that's not what I ordered and held up the receipt. Gina again told me “they said it was” - not trying to solve my problem. I replied that's not what's on the receipt. Gina then looked at the receipt and began correcting the order. While getting the right doughnuts, Gina began snapping at the drive through staff. Basically complaining that they screwed up and asking "which one told her it was 12 double chocolate?". I was not happy that she was snapping at others and was just trying to blame someone (including me) when all Gina had to do was say "no problem, let me fix that for you." I communicated my disappointment. I told Gina that she needs to work on her customer service. I told her she had first tried to blame the issue on me, and now she was snapping/blaming the staff, and she not once said "sorry about that, let me fix this". Gina was not happy with my feedback. She snapped at me and argued a bit more. I can't believe this was happening. I just wanted to get my order correct. I considered returning the order, but I left letting Gina know “her customer service sucked” and walked to the door. Gina replied "Not as much as you suck". I could not believe it. I asked for the Manager. Gina let me know she was the manager. I asked for the General Manager. Gina let me know she was the General Manager. I asked for the owner. She said he was in NY. I left. When I got home I called to get the contact info of the owner. Gina answered. I communicated my displeasure in her lack of customer service again. Gina said "She was nasty to me because I triggered her with my receipt". Gina said "I was physically aggressive with my receipt, and she was going to get the video tapes to show it." I said yes - get the tapes. I let Gina know that I come in there sometimes weekly (more like a couple times a month though), and this service is not acceptable. Gina let me know she had been there since June and had never seen me. I told her she could look my orders up and see. I guess losing a good customer did not matter to Gina. Going to Dunkin is really something I do regularly with my son. He loves the drive through and everyone (NOT GINA) is so friendly to us. I asked for Gina's last name and she refuse to give that to me. She said Deb the district manager would be in on Tuesday and I could talk to her. I asked for Deb's last name and she refused to give it. Gina then said "She was going through personal stuff and was taking it out elsewhere. She said she was sorry" This was about the worst customer experience I have ever had at any business. I will come talk to Deb (District Manager) on Tuesday as well. At this point I will not do business with Dunkin while Gina remains employed at this location."

"Coffee was good, last couple times it was watery at other locations. Donuts were nice and fresh and soft and lovely. Drive-thru was a little long but the line moved fairly quickly."

"Came in at 6pm craving a donut and some pumpkin spice latte, the location was empty. There’s not even anyone at the front, as you see. I waited and waited for several minutes and nothing. Someone was doing something at the back. I went to the side, next to the pickup window and I yelled “hey, are you guys open?” - and nothing happened. I promise if there weren’t surveillance cameras, I could’ve (and probably would’ve) walked out with a bunch of goodies. I wanted my donut so bad! So is this an online-order only spot? Or is this a self-service spot? What’s the deal? If you guys want me to help myself if I ever come back in next time, just let me know and I’ll gladly take whatever I want lol Anyway, I walked to Starbucks instead. It was empty too (these days have been slow), but there were THREE people there to take care of their customers and I walked out with my latte in less time than what it took me waiting at Dunkin’ for nothing."

"The staff is always so friendly and high energy. The food on the other hand is tragic. There is egg shells in almost every sandwich that has eggs in it so I just order without the eggs, but they still put it on. My breakfast this morning was so gross. It was burned pretty badly and tasted like straight up charcoal. What a waste of $10. Had to throw it out. Stopped going here awhile ago because the orders were always bad so I thought I would try again and just not get coffee. Sad to say, I won’t be stopping by again."