Dunkin' — Restaurant in Birch Run Township

*Update, September 2021: I am editing my original negative review to write an extremely positive one. I have changed from 1 star to 5! What a complete 180 this Dunkin’ location has made!!! The staff is present, friendly, incredibly well trained, and just GREAT at their jobs! Not to mention, they follow current health and safety precautions regarding COVID and are always seen wearing a mask. Wait times are cut down astronomically. They do have reduced hours from 6am-12pm, but I would much prefer quality over quantity if that is all they can provide currently. I visited to give them “one more chance” and haven’t stopped going since! This is probably my 6th or 7th visit, and I haven’t had a bad coffee or bad service since! Someone came and put in some serious work at this location, and it shows, because it has completely changed for the better! Kudos to whoever turned this place around. I will continue to go as long as it’s good. If you’ve written this place off due to bad service, try them again. What a true transformation!!!

Original Review: I want to be able to leave a good review, but unfortunately, this location seems to disappoint just about every time. Generally there is always a very long wait here, and when you get up to the window, it is understaffed and chaotic. Most of the time, you see at least one staff member doing something unhygienic, which is unfortunate and bordering on dangerous, seeing as it’s the middle of one of the worst surges of the pandemic. Things I’ve seen are staff dropping things on the ground and picking them up to use or serve them, no mask at all/mask down and eating their own personal food such as French fries while trying to make your food and drinks, and touching masks/facial area or a cell phone during food prep. I have experience working in both food service and healthcare, and I spot something every time that is just wrong. You can tell the staff are stressed, and you hear and see them snapping at each other, which is not an environment anyone should have to work in. I have received frozen Breakfast sandwiches multiple times, and today was one of the worst trips, because they gave me real sausage instead of vegetarian sausage on my sandwich..I cannot eat meat. The girl preparing my food and coffee was pulling her mask off and on with her bare hands, to share fries with a girl working at the gas station, who was not wearing a mask at all. I really wish this location would improve, because it has a lot of potential. I’ll be taking a break from here for a while until they can greatly improve upon their hygiene/infection control, staffing, and...

went thru the drive thru on black friday. i pulled up to the speaker and the girl on the other end was mumbling and told me to go ahead with my order. i ordered a medium iced carmel latte and a small black coffee. dead silence for at least a minute. she goes “a medium iced vanilla latte, anything else?” i corrected her and said once again “a medium iced carmel latte and a small black coffee” she repeats the exact same thing back to me and told me to pull up. probably waiting in line with 2 cars in front of me for 10 minutes. i get to the window and pay and she hands me the drinks. i’m a frequent dunkin goer so i know what an iced carmel latte looks like. this was not it. it had a dome lid and whipped cream and some powder on top. i told her that wasn’t what i asked for. and she was like “we rang you up for the signature iced carmel latter and the only difference is the whipped cream.” i told her i don’t like whipped cream and she just stared at me like i was crazy. and after about 15 seconds of her just staring at me she said “well we can remake it” and i said yea could u please. so she comes back with my correct drink and i drive off. the remade drink was straight up coffee, milk, and ice, not a single pump of carmel. and i probably paid more for the signature latte she tried to give me beforehand. very incompetent and needs more peoooe skills and training. get ur shit...

Me and my partner patronize this location several times a week around 9am, since they have opened. Over the course of the last two months- the service has dramatically suffered. They never have the promotional items that they advertise in stock, we generally have to repeat our order once at the drive thru menu, and then again once we arrive at the window, and then after a period of waiting, nine times out of ten are missing items from our orders. Today we had went inside to order, hoping for better service, but we were again disappointed. after the black guy walked away from the counter as we walked up to greet him, since he was not interested in greeting us, the second lady who eventually floundered over to the register- took our order then could not recall the bill we gave her to pay for our order to return our change correctly. She then takes her headset off and announced she was going to the restroom. We waited around four or five minutes, with no other customers inside the store, to then ask where our items were, nobody knew we were even waiting for anything. They then made our coffee and food. This place is a wreck and makes my stomach turn to think of the amount of money I've spent at this location in exchange for the service given. An undercover boss definitely needs to take a stroll through customer lane to experience what I recently have. The...