Dunkin' — Restaurant in Berwyn

I'm genuinely not the type to write negative reviews, but unfortunately, I felt this location warranted one. My sister and I have visited multiple times, and during nearly every visit, something has been wrong with our orders. Dunkin' has become a coffee chain infamous for inconsistencies in drink taste, quality, and employee training/performance in recent years, but this location surpasses that reputation- they are EXTREMELY unpredictable.

During one visit, my sister ordered the viral ice cream flavor of that month ("Brie My Guest"), and was given a scoop of Cotton Candy. When she returned to politely notify the employees on duty of the mistake, one of the girls explained that she "didn't know what that was," they "didn't have that flavor," and that she gave my sister that flavor because that was "what they have," without even asking what flavor she may have wanted as a substitute BEFOREHAND, despite it literally being advertised on the front window of the store, and IN THE FREEZER on a visit the day after. They are frequently out of items that are available at other locations, too, and are ALSO inconsistent with their drink taste and quality. Their lobby is always dirty, which also demonstrates a lack of care for hygiene and smaller details.

Don't even bother coming at night, either- often, they claim their "systems are being updated." If you try ordering ice cream, they'll tell you they're not offering it at that time/can't serve ice cream, OR, if you try ordering a blended Baskin' item, like a Cappuccino Blast, they'll tell you they're "out of the base to make it."

I've worked retail and fast food for years, and I know most, if not all, of the employees working there don't give a darn about the Google Reviews the Store receives, nor do they care about customer loyalty- but hopefully their Store Manager does, and is paying attention so positive changes can be made. Until then, I'm going back to supporting local shops near the area, or getting Dunkin' on Ogden or on my local college campus--they're 4x as busy, and they have NEVER made a mistake on my order, or given horrible customer service, let alone MULTIPLE...

I waited in the long drive thru line which is not a problem understandable they are a busy location i went and purchased 3 donuts and a cappuccino blast with a turbo shot it was 715pm literally just turned in the alley and I had to come back around my cappuccino blast I took 2 sips and noticed it wasn't right it was literally ice coffee it still had big chunks of ice from it not being properly blended I went inside to get another one since it wasn't made right the crew team which was 3 people I told them I just passed by the drive thru and my cappuccino blast isn't made right the employee Paris then said do you want a refund she grabbed my cup and the 3 of them said yea he didn't blend it right (their other coworker) . I told them no i want another one can you make me a new one please Paris then said "we can't why did you drink half of it "i was applaud like what I took 2 sips if it was frozen like its suppose to be instead of it being like an ice coffee I wouldn't have to come back she started to take pictures of my drink and said that her store manger wouldn't allow it and that they cant make me a new one because I already drank half and if I wanted to i can go back the next day and talk to their store manager . So I asked for a refund and she refused because I drank half why did they offer it in the beginning so shes sticking to her plan huh after seeing how stubborn she was being selene apologized which I truly appreciated and was very understanding so thank you for that but I left with nothing and now have to go back and call and go out of my way over 1 simple resolution ridiculous how you leave these people with out any managers or customer service skills on how to deal with situations very disappointing because i live really close to this location but I rather take the extra drive from now on to another location or Starbucks and get my moneys worth...

I never complain but as an ex employee from when Mr. Mohammed and Paul ran this place it has gone down hill the employees are lazy to work and take for ever to fill an order. The lobby looks to be uncomfortable and the store itself feels over crowded. They have about 10 to 15 employees on day and afternoon shifts but i hardly see why they still take long and are extra rude they rush you when ordering inside and Apparently today at 3:42am with cashier Anthony P he is allowed to stop listening to your order once you say you like a half dozen of donuts My brother pulls up to the window and says to the young man i wanted to pick my donuts the young man returns saying well im the only one working here and i don't have time so i picked them $6. 48 is your total. So I get home from work and see how upset my kids are from not getting the donuts they wanted and to hear why is a mind blow so I call in to speak with a manager he apparently won't be in til 7am. This place is a waste of time and a joke to all DD'S Who ever is in charge of this place really needs to pay attention to these complaints about the staff they so proudly stand behind I wouldn't be proud of this establishment. From when I worked here in the early 2000s to now I can say you truley lost your direction of customer services i guess you just hire people to be lazy and chill hang out and eat in front of customer's and you honestly don't need 10 to 15 employees on the clock for morning and afternoon your just wasting money thier but than again look at your employees you hire you...