Dunkin' — Restaurant in Albuquerque

I just had a very unpleasant experience with the online ordering and in-person pickup of my order at your 1902 Central Avenue SE, Albuquerque NM location. I ordered and paid for online an order that included three apple fritters. I drove down to the storefront and walked in, with my mobile order visible on my cell phone, which showed the order number and my name. I went up to the pickup counter and waited patiently for someone to acknowledge me. When the young woman came over I said I have a pickup order #491 for Anthony, showing the girl (another worker came up during this timeframe). The young woman said “Who’s the order for?”, to which I replied “Anthony”. She said “Here you go” and handed me two bags and a small box. These didn’t look like the whole order I paid for so I checked the bags. Missing were the three apple fritters. Of course the girls had walked away and I had to get their attention and I said “Where are the three apple fritters?” The second young girl said “Oh, we’re out”. So in other words they were just going to let me walk away without my fully-paid order. The first young woman said “Well, we can substitute”. I said ok but let me call my wife.

I left my order on a table by the door and walked just outside to call my wife. My wife said let’s get bagels or something. So I walked back in, waited until I got to the counter. Meanwhile I was checking the online order to see what monetarily I could substitute for the same price. I saw the display case said bagel with cream cheese for $3.29. My apple fritters came to $6.57. I said to the first girl ok I’d like to get two bagels with cream cheese. The second girl walked towards the back room area evidently getting the manager (a third young girl). The manager came out and said no we can’t do that. I’m like “What? Why not?”. She said “”Bagels are $6.00”. I said “Six dollars?!” in a surprised tone. Then I said in frustration “That’s not what your display says!”. She refused to exchange two bagels with cream cheese for the not available three apple fritters I already paid for. I finally had to agree to get four donuts as an exchange.

This is extremely upsetting, very bad customer service, and why did the online order app let me order apple fritters in the first place if the store was out?

Attached are pictures of the display case and my online receipt. Additionally you should know this location has really really bad reviews, no wonder!

I will not go to this location anymore and will also be adding a very negative review for this specific location. Please do something about the training at this location. I also sent this to corporate...

As a transplant from Maine to New Mexico, I visited this location often. Almost every weekend for years. New Englanders LOVE Dunkin and it was a sweet little reminder of home. Sadly after my experience today, I will not be returning to this location. I hate leaving negative reviews, but I really do suggest any other ABQ Dunkin location at this point.

The new weekend morning staff is disappointing and a prime example of what customer service shouldn't be. This morning I ordered two drinks - a medium iced coffee and a large mangonada smoothie. The cashier didn't know what the drink was, how to input it into the register, or how to make it. We waited five minutes for the button to be found in the system so we could pay for the drinks and carry on. We tipped five dollars and stepped to the pick-up side of the lobby.

The most infuriating part of the visit wasn't even waiting 20-30 minutes for the smoothie. They were busy and the cashier clearly wasn't very knowledgeable of the product. After the morning rush had started to lull my husband asked about the drink - albeit patience lacking from his tone at this point, the worker (thin and red haired) stated, "I didn't even know you had that drink, Bro. I didn't take your order!" and walked off. No apology. No accountability. Every other customer (new and old) had cleared out of the store. I already had half of my order, and no one thought to ask what else we could've been waiting for? After reading other recent reviews at this location it appears that I'm not alone in the interaction. I just can't imagine being the owner of this location and trusting this person to be the face of my business. It's not a good look.

The cashier (green hair) who took our order originally came over and apologized, took accountability, and owned up that they straight up forgot and didn't know what they were doing. I have a lot of respect for that, and appreciated the extra smoothie for the wait.

There was another worker there this morning that straight up was holding down the fort and I don't even want to stop and consider the nightmare it would have been if he wasn't there. I wish I stopped and got his name. He...

I placed an order for a particular item a month in advance for my co-worker's birthday. I walk inside the store to pick it up and I wait in the appropriately marked line to pick up my polar pizza. I get ignored by everyone for 15-30 minutes. Orders are being called out but I was not even acknowledged until about a half our later. Not even so much as a "hello, I'll be with you in a moment." From anyone.

Eventually one of the girls says: "what order are you here for." Asking me as if I was some homeless dude standing around in the store even though I'm wearing clean work clothes. I ask about my order and they attempt to look it up.

Eventually, I think it is the store supervisor, walks up to the freezer display and tells me they don't have what I ordered.

I ask if I can take a different item that is somewhat similar to my requested polar pizza, which was just a bit bigger in size. She says she can not exchange that item because it is a difference of four dollars. Awesome... Then what appears to be the store manager walks up front, finally, to find out what's going on. Looks like she'd been hiding the entire time in the back. Wow. It's 12 noon. You should be out here with your team mates fulfilling orders. But no. You're in the back hiding somewhere. Awesome.

Now she did at least look in the back for what I ordered. Unfortunately for my co-worker she could not find anything similar and told me I could not trade the polar pizza I ordered, a month in advance, and had to settle for sorbet. My co-worker at my job was unimpressed. They wanted cookies and cream. Not a rainbow sorbet.

"Worst birthday...