Dunkin' — Restaurant in Austin

I always wait a couple months after a bad experience to really make sure my initial reaction and urge to leave a negative review aren’t rash. But this one is still sitting with me.

I came here in March of 2024 following a very emotional dr appointment. This obviously has nothing to do with the establishment or the staff, but I do generally think it’s important to try to be decent to people because you never know what they’re going through. At the drive through I ordered the same thing I’ve been ordering at Dunkin for years— a large iced latte with regular milk, 2 pumps of the mocha swirl, and less ice. I received a drink that had the wrong kind of syrup in it. I’m not exactly sure what it was, maybe caramel or vanilla or something, but it was not mocha swirl. Usually I wouldn’t even bother talking to staff about it and would keep driving, but I had had such an emotional day that I felt like I deserved to have the correct drink. I decided to go inside and ask for a remake. I’ve worked in the service industry for 10 years so I understand how customers can come off as condescending and rude when asking for a remake. However, I was as kind and calm as possible, and explained that I think I had received a drink that tasted like it was made with the wrong syrup, and asked if I could have the mocha swirl that I had ordered instead. The employee immediately asked if there was a sticker on the drink (presumably to refute my claim). There was not. They then claimed that the drink was so pale because I asked for less ice, which I felt was weird and irrelevant because I did not mention the paleness of the drink, nor did I care since I understand that ordering something with less ice means more milk. I explained that the paleness doesn’t bother me, I just wanted the mocha swirl instead of whatever it was that was in my drink. It felt like they were trying to find reasons to avoid remaking the drink. Finally they relented and remade it. But the whole time they were talking loudly (obviously with the intention for me to hear them) to their coworkers about how a customer complained that their drink was pale because they ordered less ice. They finally gave me the correct drink, and I thanked them. It tasted exactly how it was supposed to taste. I was grateful that they did finally remake it, but felt completely gaslit, and like the mistake was my fault and that I was wrong for politely asking for a new drink.

I now only go to the Dunkin off of 183 and they are complete angels there. They’ve never gotten my order wrong, and I know if they did they would be kind and...

Dear Dunkin’ Corporate Team,

I am writing to formally file a complaint regarding an unpleasant experience I had at one of your Dunkin’ Donuts locations in Austin, TX, on the morning of June 14, 2025.

I am a loyal Dunkin’ customer visiting from New York, and I made a special effort to visit your store—driving 45 minutes with my wife, kids, and father—only to be met with extremely poor service from the on-duty manager named Dayja.

From the start, Dayja’s attitude was unprofessional, rude, and dismissive. Her behavior made our visit extremely uncomfortable. When I politely asked to speak with her manager, she initially refused to provide any contact information. After repeated requests, she eventually gave me the name “Tae” and stated that Tae never answers her phone and would only be available at the store at 7 AM the next day. Her tone and unwillingness to assist were unacceptable.

Despite ordering twice, we were made to wait an excessive amount of time without explanation—almost an hour in total—which felt intentional and disrespectful. This experience not only ruined our morning but also left a negative impression on your brand, especially considering how much we usually enjoy Dunkin’.

I would like this matter escalated to higher management or corporate. I request a follow-up regarding how this situation is being addressed and what steps are being taken to ensure better customer service in the future. I plan to return to the store tomorrow morning to speak with the manager Tae in person, but I also want to ensure this issue is documented and acknowledged at the corporate level.

Thank you for your attention to this matter. I look forward to your...

I want to start this off by saying I am a huge fan of Dunkin Donuts. I am from the North East and prefer Dunkin over any other company. I was so excited when I learned of this location opening but with every visit at this location my excited turned to horror at the terrible service I am given. Every time I visit this location I witness customers being told to pull up and wait for this orders from the drive through. This has happened to me at least 7 times. I am ordering a simple order of an iced coffee and maybe a bagel and have to pull up and wait 10+ minutes for this. The reason that people go through the drive-thru is for a quick order not to wait over 15 minutes for something. On top of having to wait every time I go, most orders have been wrong. I always inform my server that I am allergic to nuts and on more than one occasion I have been given almond flavoring or hazelnut when I always ask for caramel. The staff here does not listen to what their customers are asking for and do not live up to the Dunkin Donuts name. Today I was handed an iced coffee in a hot cup....I asked for a medium iced latte and then asked if the server can also provide me a large hot cup to put around the medium iced latte...she took my coffee back from me and then was gone for far too long and I knew it was not at all going to be what I needed. I was amazed with what I was handed. I would like to be contacted by the owner of this location because the service and accuracy here really needs to be improved. You have someone who would always be a dedicated customer who now will tell people to stay away from your location. Let's fix this and honor the company you are...