Dunkin' — Restaurant in Aurora Township

I've given this place too many opportunities. There have been reasonableexperiences in between these issues. Poorly managed and poor customer service. There's a 50/50 chance the person at the window will be rude or at a minimum dismissive. Donuts are often stale at 7am. They get the order wrong repeatedly. Heated food tastes dirty. Is that smoked flavor on a muffin intentional or a lack of cleanliness. I'm going to guess the latter. I order on the mobile app and I see the car that I would have been behind in the drive thru go by constantly. Seems like they deprioritize me since I come in. So last straw. I order a matcha latte. I love matcha lattes. Order a large because... I love matcha. Guy who made it clearly had no idea what he was doing or equipment wasn't working right. He was talking back and forth witha coworker while making it...about the latte. I didn't even think about it since I figure ultimately who would give someone a cup with a quarter cup matcha latte and 1/2 cup foam and 1/4 cup empty. Oh hey, turns out this guy would! So of course I am a minute or two out of the parking lot, on my way to work already when I realize that my $5 drink is basically trash. Not shockingly this thing also tastes weird at. It was at best luke warm. It was a "hot" btw. How? Because it was obviously made very, very wrong. So I try calling right away and as expected during the morning rush, I get no answer multiple times. I can understand that of course so I call back later in the day. I was directed to Joel to handle my complaint. I'd recommend you not give additional complaints to him because...I won't be back. I tell him my complaint and he legit says...ok thanks I'll let someone know and was about to hang up. I'm like hey, think I could maybe get the latte you cheated me out of?He tells me I can come in and talk with the manager to get a cash refund or a replacement drink. I ordered on the app. You can see I've ordered plenty and through all the screw ups I've never once said.. make this right. Now I need to take time in the morning, since that's when I drink coffee, to get squared away since he informed me I can't get a cash refund since it was ordered off the app. I'm like just credit me, send me a gift card, something. Why inconvenience me further for their mistake? Well Joel actually huffed at me a little...for future reference Joel, you are not in a sound bubble and your attitude is very audible..and told me there's no other option. I love fighting to be a customer. So guess what...no more patronage. Starbucks is faster (albeit a bit busier), much higher quality,way more friendly , and has better prices. You're a little closer, that's it. So I've asked that I no longer receive DD gift cards (also bought at this location) and deleted the app and won't be back. You're a franchise, so it probably doesn't matter, but I'll shoot all these complaints off to...

Update Aug 2022 Thought I would give them one more try 6 months later. Big mistake. This store continues to disappoint. This morning I drove through their drive thru at 9:15 AM and they had NO glazed products - no glazed donuts, no glazed donut holes - at 9:15 AM! I don't know how they plan to stay in business. I'm done with this store. They clearly do not know how to serve their customers. Perhaps they are afraid they might have to throw out a stale donut or two at the end of the day if they ordered properly to staff to the demand but in their interest to avoid wasting products they are alienating customers who reasonable expect the store to have an inventory of all the products (they allegedly carry) at that hour of the morning - the morning rush hour for breakfast. This is very poor performance for a donut store. If this happened at 10:30 AM or later, I could understand it but not at 9:15 AM.

Go there and shop if you enjoy being frustrated but I would recommend a different store if at all possible. Chances are VERY good that they will be out of whatever it is you are seeking. -==================================================- Update one year later: I have never seen the kind of rude behavior I experienced at the drive-thru today with any other drive-thru vendor in my entire life. The woman taking my order via the speaker system talked over me, interrupted me, and was as rude as it comes. She also did not get my order right because of interrupting me and not listening. I don't know that this necessarily represents the rest of the people that work in this establishment but I won't return because of her rudeness. If you don't mind being talked over, interrupted, and rudely treated as a customer, then you probably won't mind ordering at this place but otherwise I'd buy my donuts somewhere else if I were you.

One year ago: Their everything bagels are good when toasted with cream cheese. Coffee is very good but very...

This is my local Dunkin location and I have never had a serious issue with something they did until today, and I’ve been in the area for a while so take this information as you will, but please hear me out as an upset customer. Today I went inside to order a drink and the guy ringing me up asked if I wanted it iced or if I wanted “the latte” (his words.) I told him I wanted “the latte” version and all was good until he puts down an iced latte down on the counter. I very calmly pointed out that I meant the hot version when he asked if I wanted it iced or latte & I said latte. He then decided to basically roll his eyes and say “you said the iced.” I was shocked at this. I didn’t mean to cause any type of scene on my visit but we both know what I said, and it was not the word iced. I then explained that I said the word “latte” as he had asked it that way but he refused to accept that and talked back saying “no you didn’t” and “you asked for ice but I’m not going to argue” while I stood there saying “uhh no I didn’t.”

I am shocked after my visit to this store, mostly because I too work in a customer service environment and if I EVER spoke to a customer that way, whether it was my mistake or theirs, I would be fired, especially if a handful of my coworkers witnessed it. I can say with my full chest that his attitude came out of nowhere as I simply calmly stated I didn’t order it iced. To make it worse he never handed me my receipt so I don’t know his name or even what he initially charged me for or anything. I honestly do not think you should go to this Dunkin if they allow their employees to treat innocent customers this way and cannot just calmly apologize and/or own up to...