Dunkin' — Restaurant in Arizona

I've been visiting this location on and off for years, but I stopped going about eight months ago because the croissants would become hard after being warmed, and the bagels were tough. There always seemed to be an issue when I visited.

The biggest problem has always been the hot chocolate. I specifically request mine with almond milk, but they never stir it properly. After eight months, I decided to give them another chance, hoping the issue had been resolved. Unfortunately, it wasn’t. I went through the drive-thru and clearly asked them to stir my drink. The employee assured me it was no problem, but when I received it, it was just as clumpy as before. I don’t want to chew my hot chocolate!

I took it back and requested a refund, explaining the issue to the manager. Instead of using this as an opportunity to coach her team and prevent the mistake from happening again, she simply poured it out. I told her I wouldn’t be returning—at least not for the hot chocolate. It was a disappointing experience.

On a positive note, the customer service was better than before, which might be due to a new manager. However, they are still making the same mistakes with the hot chocolate. The clumps were massive, and if I specifically asked them to stir it—especially after past experiences—they should have honored my request. Having to return was an inconvenience. I also mentioned my previous issues to the manager, and that should have been a teaching moment for her team. A good manager would take the opportunity to correct the issue rather than just dismissing it.

I really hoped for a better experience this time, but unfortunately, it was still...

Manager of this location is horrible. I tried to explain to her an issue I had with the employees there a consistent issue that happens time and time again well after speaking with her, I can see why they’re employees are so horrible when the manager is even worse I guess when you get trained by somebody that is like that you’re gonna turn out just like it and now I understand why this location is so horrible, and then when I asked the manager a simple question, what is your name? She refused to give it to me instead she decided to pull out her telephone and start recording a video of the customer asking the manager for her name and she refused to give me her name.. she tried to tell me that as long as I come in there and treat their employees with respect, I’ll have no issues and I simply said as long as your employees do their job I won’t have any issues they’re getting paid to help a customer not the other way around, but she acts like they’re entitled and you’re just somebody special for coming into Duncan so probably go across the street to somewhere where they want to treat their customers with respect not a place for a bunch of kids to be getting paid and have a manager who doesn’t know what she’s doing clearly this location will not be open much longer. and whatever your name was manager lady you don’t have to worry about me never coming in there again it will be an honor never to go into that location again what a joke your corporate should be very proud clearly they never get down to Santan Valley to see the product. They’re giving to the public out here because it is embarrassing, and the manager is...

I went through the drive through this morning on my way to work and had a horrible experience. I ordered at 10:41 am and sat in the drive through with two cars in front of me until 10:58, a total of 17 minutes. When I finally got to the window they had someone else’s order waiting for me. I payed ($19) and then realized that they had forgot my daughters donut, which was the first thing I ordered. You would think after complaining about having to sit in the drive-through for 17 minutes with two cars in front of me. Since they messed up and didn’t add on the donut on my order they would just give me the donut but that wasn’t the case, I had to pay another $1.75. So I ended up spending $21 on Dunkin’ Donuts, dealt with an employee, who seemed like he could care less (with about three or four other employees, congregating and socializing behind him) just to be late for work. The customer service at this location is deplorable. I gave it a second chance even after getting charged wrong the last time I went there, I bought an iced coffee and a dozen donut holes and they ended up charging me $18.06 and then said they put the credit back on my card. When I checked my bank statement not only did they take out the $18.06 they took an additional $5.43 for a total of $23.49 and there is another transaction on my statement the shows they reimbursed $6.74. If you do the math that would mean a dozen donut holes and my iced coffee cost me a total of $16.74. I still haven’t got this issue resolved and on top of what happened today. I am absolutely done with...