A poor Dunkin Donuts experience...
We were headed out for the day and wanted coffees for the road. I placed my order via the app as we were leaving the house. I had an in app coupon for a free small coffee and ordered the following: 1- large, black (hot) coffee and 1- (free) small, black, decaf (hot) coffee. I get there to pick it up within 10 minutes. When I arrived there were two ladies behind the counter. They stared blankly at me and I greeted them. I tried to explain that I was there to pick up my order and they communicated to me that they didn't speak English and pointed to a doorway where a third lady came in. I asked about my order and she pointed to a counter where my large coffee was waiting. I asked about the missing small coffee. She shrugged and went to get it. She asked "hot or iced", I said hot & decaf. She then asked "how much ice". I explained again, "no ice, hot, small, decaf". I then received a small hot style cup and went on my way.
I headed for the highway. Within a few miles, it became clear that iced coffee was put in the hot cup. We went to Dunkins for HOT COFFEE. It was ordered online so they had the order in writing. This should not have been a difficult task.
It is not my first visit to this Dunkin. Customer service here is abysmal. Sure, they try but they repeatedly prove to be devoid of communication skills. I don't know if this is a corporate or franchise shop but whoever owns it should be absolutely ashamed of the customer service they provide.
Service
Take out
Meal type
Other
Price per person
$1–10
Food: 3
Service: 2
Atmosphere: 3
My experience was terrible. Let’s start with the workers who constantly speak in their own language. As a frequent customer, I can tell that they talk about me and even laugh the moment I walk in. We’re in America, and it’s important to communicate in English, especially when working with the public. Their attitude seems like they’re doing us a favor by serving us, which is unacceptable. If you don’t enjoy your job, then perhaps it’s time to consider quitting. It all points to poor management, and if the store manager allows this behavior, she shouldn’t be in a management position. I won’t be recommending this place, and I sincerely hope the owner addresses these issues with their team. The success of a business hinges on customer satisfaction, especially in the food industry and with the influence of the media. I encourage anyone reading this to take note and work on resolving these problems.”
Service: 1
Atmosphere: 1
