Dunkin' — Restaurant in Apex

I rarely write bad reviews, but after 3 bad experiences at this particular Dunkin' I feel like I should share.

My first experience was ordering donuts through the drive-thru. The drive-thru speaker was broken (hanging out of the wall with wires exposed), but after a lot of frustration I got my donuts ordered. But when I got the donuts, they were very stale. I made a note to not return to this Dunkin' location.

My second experience, I thought "maybe that was just one bad time" so I tried again. This time, the speaker was fixed and I ordered some donuts. As I ordered, I notice a policeman going into the store. I had a random idea to buy him a giftcard for his service. I asked the person at the window if he would just hand the card to the policeman who is now standing in the store. The person at the window told me no, and then, without giving me my donuts or my giftcard, went and hid. I could see him hiding in the storage area peeking out at me occasionally to see if I had left. I had already paid at this point. So I just sat there forever until it got uncomfortable enough for him to come back out again (I could see him the whole time). He handed me my stuff, which he had had the whole time, and he told me to give the policeman the giftcard myself. By that point, the policeman was no longer in the store and the whole opportunity was missed.

My third experience was today. I went through the drive-thru and ordered a large coffee. Handed the person at the window my credit card, he charged it and gave it back, and he said "would you mind driving around and coming into the store for your coffee." There was nobody behind me, and it was raining, so that was a bit of a weird request. But I agreed and drove around, got out of my car, walked through the rain into the store. There are 4 employees doing nothing (I was the only customer there). The guy at the window is just standing there looking at me. Another employee asked me what I was doing in there and I explained. She turned to the guy at the window and asked if I had really ordered coffee and he said yes, so she made me a coffee and handed it to me. It was so confusing and really poor customer service. If they had been busy or backed up it would have made sense. But I think he really just didn't want to walk the three feet from the window to the coffee machine and back again. Or something like that. Instead I had to get out into the rain, walk into the store, and explain myself.

I really hope I've learned my lesson and don't come back here. Dunkin', you need to work on your customer service. I know that retail is hard, and the people who work there are individuals with value and they deserve respect. But the customers deserve...

I highly recommend the maple bacon, I asked for it crispy DELICIOUS!! Caramel latte, doughnuts were fresh and perfect. I am giving it a 5 star because how I saw the employees work together and my second visit through the drive-thru was very good. Now below I do explain some things I noticed while sitting at the restaurant that might cause people to get frustrated and food to be delayed.

I had visited this Dunkin for years and would go very regularly but around 2018/ 2019 service started to decline so I stopped going. I went back a week ago and today. Last week when I was there in person I ordered and the kind young man that took my order was struggling so much I am not sure if he was new but the young lady training him seemed very patient. (Not sure he should be the one taking instore orders during rush hour) Although the store was filled with customers and she was working on drive thru long line she kept trying to help him. There were two other employees they were also busy making drinks and preparing food. As I sat there and witnessed how things were moving slow and costumers frustrated. I saw the manager come out and not ask for how she could help but instead very rude told the young man who was struggling to mop the floor. She just went to look at the front door that was broken but did not check on her staff and how things were going. I was sitting there for about 25-30 minutes eating with the kids. I have worked in the food business and the manager should be the one training that young man and assisting, specially during the rush morning time around 9:00 am. Today when I went back through the drive thru the same kind young lady took my order and even offered things I had no idea were new in menu. At the check out window another polite employee took my payment his name is Teryah and I asked him who was it that took my order and he said that is Cali. The drive- tru line moved by fast and efficient. Maybe things are changing and the new staff seems to be happy to work there and...

First, they rang me up for 22 pup cups Me: “Oh it’s only 2 pup cups actually, and can you please hand me my coffee first?”(because when they don’t, I have to hold all 3 items and the pup cups usually spill.) Them: Loud sigh. Scans my app. It didn’t work, asks to scan it again. There’s $14 loaded into my app. “You still OWE me 5.19” Me: “Oh did it not take it off? There’s money on the app.” Them: “Yes it did but you OWE me $5.19” Me: “Well that was my total so it must not have taken it off. Can you try again, please?” Them: SIGH. Asks for help from manager who had already cast an annoyed glance my way when I let them know I wasn’t ordering 22 pup cups. Manager scans and says “Well NOW it went through” as if I had some power over any of it Me: “Ok thanks. Can you please hand me my coffee first?” Them: Proceeds to hand me the pup cups Me: “Can you please hand me my coffee first?” Them BIG SIGH. Gets flustered and says “CAN YOU JUST TAKE YOUR STUFF?” Handing me the coffee and one of the pup cups. Me: “Excuse me?” Them: Hands me the other pup cup and curls lip making an ugly face like a child and slams window Like what?? I’ve been coming here practically every day for 3 years. They haven’t been the friendliest over the last few months, but nothing like this. They used to have the sweetest people working the drive-thru, but they’ve been gone a while. It’s usually a s* show on the weekends and the coffee is often not great, but it’s like my fix that I like, so I put up with stuff you know? Never again. I will never return to this place. They are awful. Hope they have nothing but the days they deserve from...