Dunkin' — Restaurant in Asheville

Absolute worse Dunkin Donuts experience ever. I placed an online order and when I went to pick it up, cars were wrapped around the building and there was a sign on the door saying the lobby was closed. Multiple people walked up, read the sign, and left. I waited in the drive-thru to get my order. Everything was good on this visit except that when I went back to the hotel, I was missing two donuts (both the donuts my 4 year old wanted so his heart was broken). I tried calling and kept receiving a message that the phone number I was trying to call was out of service. This was the phone number on the receipt and on their website. I drove back down there and asked to speak to a manager. As I started talking, she interrupted me and basically said she didn't care and just wanted to know what I was missing. Absolutely NOT the reaction a representative of any company, especially in a management position, should have after THEY make a mistake. No apologies, no nothing. Mistakes happen, we acknowledge them, apologize, correct them, and then life moves on. She then started spewing all the reasons the mistake was made rather than accept responsibility and just fix the issue. I don't care why your lobby is closed; I just wanted the two missing donuts and an acknowledgement that a mistake was made because I did have to drive all the way back there. After she gave me the two donuts, and still no apology or anything, I started to mention the phone not working and she said she did not have time to care or worry about that today and would worry about that some other time in a very rude tone. I absolutely will not be returning to this...

Today is 5/31/2022. I take my grandson from Asheville to Haywood County to school every morning. We go through the drive thru every single morning. I decided it would save time this morning to use the app and just run in and pick up. The girl fixing the orders to go was standing with her back to the counter. She was on her phone texting. I waited 6 min for her to even turn around. I was very loud stating it would have been quicker to go through the drive thru. She finally turned around and pushed 2 coffees and a tea toward me. I stated that the tea was not mine. She was very short and stated "well you paid for it". I stated it wasn't mine. The receipt showed I had not paid for it. She then walked over to get 3 donuts on my order. She stood at the donut counter for another 4 minutes texting before she even offered to get the donuts out. We walked in the door at 7:02. We walked out at 7:14. We were late getting to school for the 1st time. We have never once waited this long in the drive thru. I run a large post office here in Asheville and customer service is a huge deal for me. I brag all the time about your drive thru. All the guys and girls working it are so friendly and so quick. I was very disappointed today. I even had a stand up with all of my 50 carriers about customer service once I arrived at work. I let them know how someone being on their phone really had an impact on a previous very happy customer. It only takes 1 person to give a place of business a bad taste in a customer's mouth. The upside is that my 7 year old grandson got to see what poor service does to...

Horrendous experience. Had the rudest experience here. Showed up right before closing — my mistake. Asked if they had original glazed donuts. The lady answering was incredibly rude; “no we don’t have much of anything because we are about to close.” Ok y’all. I showed up TWELVE minutes before closing. Not at 8:59pm. I then asked what they did have and she let out this massive aggravated sigh and proceeded to list them off like I was a nuisance. I finally just asked if she had a blueberry muffin and she said “a what?” extremely rudely. I wound up getting that order through but right after I asked for it I decided I wasn’t going to give my hard-earned money to a business who treats its customers like trash. I’ll take it to Krispy Kreme. It would have been one thing if I approached the staff rudely, but I didn’t. It would also be one thing if the staff here was rude but their service was exceptional. The reality here is the staff is rude (perhaps not all of them, but how am I to know this when one rude individual ruined the experience?) and the service time is terrible. Every morning the establishment has customers waiting into the road because they move one car every 5 minutes. Take pride in your...