Dunkin' — Restaurant in Ashland

My wife and I started going to the Dunkin’ Donuts because it had a place to sit down in and I also thought a lot of the workers were very nice at this location. We started getting to know the manager Susan and she would have some fun with us so every time we went in, we would have fun with her and the staff. Our goal was to put a smile on their face because we know they don’t have an easy job plus we wanted them to know that we appreciate how they treat us. My wife and I do this no matter where we go. I was on my way to work very early in the morning and I decided to go through the drive-through with my wife, so I heard Susan‘s voice. At least I thought I did the manager. I started joking and fooling with them because I didn’t see anybody behind me in the with any other cars, so I said hey troublemaker the next, you know she’s yelling at me when we came up front and was swearing at me and my wife said if they wanna talk and she’s yelling at me to come inside through the window. Then she comes over to the window and was yelling at me and swearing from the window. I did not like I felt bad for her workers because they’re nice people I don’t like being sworn at if we knew there were cars behind us we would’ve gotten in and out really quickly. As a manager, and I do know this from being in the military, you have to conduct yourself as a professional she should not have been swearing at me and yelling at me she just could’ve said hey we got cars behind us. Can you just move forward. She could’ve chose other words instead. I found her to be very nasty and also very rude. Maybe she was having a bad day I don’t know, but I don’t like someone swearing. My wife and I can go to the Dunkin’ Donuts at the Shell gas station in Ashland if we really want to go because for us to go to this location, it’s a little bit out of our way when I’m going to work. The reason we go there is because I did hear they were down on sales and we do like the location itself so we figured we would go since we thought it was a great place to have fun with the workers because that’s the way we need to be. People have lost touch with that well for us. We’re just gonna go in and get out of it as fast as we can because after this this manager has lost our respect we’re not gonna hold onto anything against her because everybody makes mistakes when it comes right down to what I do believe in giving people chances I’m just making this as a comment so it doesn’t happen again. For now on if we go there, we just gonna go through the drive-through get what we want and leave and that’s it. I do think that this manager does need to change her attitude because I served in the Middle East and I was under pressure myself as a leader so if you can’t handle the fire, then it’s time to get out we will give her another chance to prove herself because everybody deserves it plus, I will admit this. I do like this location over the shell, but not that they’re not nice because they are there but I still like this Dunkin’ Donuts, even though we had the problem with the manager, my wife and I like it we’re just letting you be aware so don’t joke and fool with the manager because you’re gonna get yelled at if you’re in there just to get a coffee do it but if you wanna have a little bit of fun with people, this is not the place to go and do it because I feel as a person we have lost the friendliness and we become two self centered and I feel you have a good manager who likes to have fun a business will do. We do need to have down to earth attitude people that we don’t have in our society today and people can make a difference this is my opinion only. I can tell you right now. I am not happy with what she did just to let you know that was totally uncalled for and also yelling at a customer in front of their employees is also totally unprofessional. I know customers can be jerks and that’s a fact there is no way Susan handled that right so for now on my wife and I are just gonna go in and out and that’s it or we can go...

I originally gave this place a 5 Star..now I give it a 2 Star. However, I will say the young cashiers there are very friendly. When I pulled up; the young man in the drive thru asked me to pick up his bracelet that fell off of his arm earlier. I did so..did not think about it. However, asking a guest to touch personal items that have fallen in dirty drive thru snow isn't the best thing to do. He was very pleasant though. I ordered to sandwiches; one on a croissant. I pulled into a spot to eat it; it was over cooked. I pulled back around to the drive thru to ask for my order to be remade; PLEASANTLY. I could hear some issue about the request, so I drove up to the window. I explained what I needed. I even asked lightly toasted. The cashier apologized. It was remade. The croissant was still burnt. This time sloppily made and cheese not melted..actually cold. I asked for it to me remade on an english muffin. Thinking this would remedy the issue. I was still very polite. There was NO cars behind me each time. I was asked to pull up to the "sandwich window" which was NOT plowed and had looked like cars had drove over it. I pointed that out and asked if I could get my sandwich at the same window it was given to me at. They obliged. I pulled into a spot and looked at my sandwich. This time my sandwich was rushed..barely warm..not toasted, cold cheese. I decided at this point to just get my money back. I didn't want to keep asking for something that I wasn't going to receive. I don't like wasting food either. I spoke with the cashier, the MANAGER who was in the sandwich station unbeknownst to me earlier; heard me discussing the issue and started YELLING: " I AM NOT MAKING THAT ** SANDWICH AGAIN. SHE KEEPS ASKING FOR IT TO BE REMADE, I AM NOT DOING IT AGAIN"! I was coming in to ask for a refund. I was horrified by the language and the reaction. Unacceptable...by any means! I have been in hospitality for 25+ years. From fast food to fine dining to resorts. The cashier didn't know how to give a refund. So the manager scoffed over, handed my money to me harshly in the receipt without a word or apology. Ironically, my granddaughter ( who was with me) works at a DD and couldn't believe what happened. I called corporate franchise and got no help. Call was answered but "dead air". I tried another number..it referred me to the 1st one. Called Holliston Franchise area, and was treated wonderfully; but that store wasn't one of theirs. I was given the same # I received dead air from. These are trying times. It is not easy for those in hospitality. But, I am finding more and more that this is the norm. Coming from a manager/supervisor cannot happen! Holly NEEDS some counseling. Or maybe just the owner asking if she is ok, showing up, staffing, etc. IDK but THIS DD is dropping the ball. This isn't the first time poor quality at this franchise. I have no issues with other DD I frequent at all. Hope corporate sees this and rectifies...

I visited Dunkin’ this morning and ordered the $6 value meal, which was supposed to include a breakfast sandwich with egg and cheese, hash browns, and a coffee. However, instead of the hash browns, I received bacon strips.

I went to the counter and politely asked if the bacon could be replaced with the hash browns that were part of my order. The first lady I spoke with was understanding and asked another staff member to give me the hash browns. While I was waiting, another employee came over and asked what I was waiting for. When I explained, she told me she wasn’t there to give away “a bunch of free food.”

I found that comment extremely rude. I had paid online, and the mistake was on Dunkin’s end, not mine. I wasn’t asking for anything extra—just the items I had actually ordered.

I have been to this shop many times, and from time to time I’ve noticed the servers being very rude. The authority should really take action on these kinds of employees, because experiences like this leave a very negative impression.

For reference, I have attached the photo of the server I interacted with today—just so management is aware of who this was.

Overall, the food itself was fine once I finally received it, but the customer service experience was disappointing. Mistakes can happen, but how staff handle them makes all...