Dunkin' — Restaurant in Boylston

I stopped going here Years ago, which is incredibly in convenient since I live in town. They ALWAYS get the order wrong, being anything from the coffee to the sandwich or just being OUT of Donuts by 10am. (Side Note: Because of this I became a Starbucks regular, were they have Never messed up my order or been out of something I want!)

Now, Even though they just demolished the old building and are starting from the ground up, I still hadn't stepped foot on the property, until yesterday. I had already heard from numerous people that it had gotten Worse, they were out of All Bakery items by 9am & the coffees were Wrong or Burnt. Staff is rude, etc. Well I can now confirm they were All accurate. We had the 1st snow fall of the season yesterday, my kids had a full day of events scheduled so I was going to stop and grab some donuts and be off. Well the roads got really bad really fast so I caved and went to this location. Hoping that I could be proven wrong, we went through the Drive Thru. I asked for a Dozen Donuts and the girl says "Whaaat?" in a very Valley High stuck up tone, I repeated myself and she asked if I just wanted assorted. I said 'No thank you, do you have -----?" She SNAPPED back a very harsh "NO", I asked for 3 more flavors only to continue to receive incredibly Rude & Harsh "NO's" as if we were bothering her. As we are sitting in the DT attempting to communicate with this girl, we All watch as 2 employees come walking out the back door with 3 Large bags FULL of bakery items. At which point I decided just to go inside. Having a car full of kids I wasn't going to continue this nonsense. Mind you it was 8AM on a Saturday. We walk in and there are only TWO Trays of Donuts, Munchkins AND Muffins/Bagels TOTAL. The girl behind the register looked totally Lost. My kids managed to get what was left and we were on our way. Now I've been a General Manager in the Food service industry and can understand running out of product....At 8PM, NOT 8AM. That's what your Progression of Sales sheets are for and inventory is for. You can Plan your Product Needs ahead of time. This is pathetic. You don't allow your Employees to walk off with your Inventory for the Day. Especially a Saturday when your that Low. Needless to say the other Townies were Right and I have now been reminded why I drive All the way to Northboro when I need to get Donuts for...

I pulled into this Dunkin Donuts to grab a quick coffee at 4:40 PM on 1 Jan, 2017. I waited at the order screen for ~5 minutes and had to say "hello?" a few times until someone curtly came on and said "I didn't want to have you wait out here, we're closed."

It's New Year's Day, I totally understand it. I don't want to be doing anything either. The difference is, when you have a paper sign posted on the very same order screen with "New Year's Day Hours: 9:00-5:00" - clearly you're not closed.

I'm not blaming the barista, but I pushed back a bit and said it stated right there that they were open to 5:00 - what's the situation? She told me that they had already washed down the counters and cleaned the equipment and weren't going to take any more orders (~20 minutes before their posted closing time). I tried going through the front to see if it was a drive through issue and both doors were locked and, to add insult to injury, she laughed at me when I tried to open them.

If you want to close at 4:00, 4:30, 4:45 - fine - but don't post a time and then not honor it. I worked in the service industry for three years before college and if someone came in five minutes before our "closing time" we would still pour them and drink and offer them some food. Hell, we wouldn't even start washing down the bar until they had paid their tab out of respect for their experience that night.

The fact that the staff had already cleaned the equipment, shut the doors, and told people to go away (twenty minutes before closing time) is not just poor business practice, it's flat out lazy and rude. I'm from out of state but have called the manager to let him/her know this is not the way to run a business

I hope the franchisee (with significant capital at stake) would really love to hear about the hard work ethic and diligent training of his/her employees.

In the end? I drove up to the Shrewsbury Center Dunkin (open until 10:00 PM and got a warm "Happy New Year" and two coffees. Easy decision going forward, avoid this place...

I’m absolutely sick of the older women typically in the window around 7am. She is so rude. I get the same coffee every morning, lg iced coconut with skim milk. I’ve gotten the same coffee for years, when made right it’s dark, this is the 3rd time she has made it and it’s so light and or tastes like whole milk.. dairy makes me sick(I know, shouldn’t drink it) but the LITTLE bit in my drink is worth it. I’ve said it every time.. “hey this is whole milk, would you mind remaking it?” Or “ I’m sorry this I’d way more than the standard dairy” she snaps back with an attitude and fights me on it. She told me to take a sip in front of her. I did. It was clearly whole milk. She said no the sticker says, skim milk and said she wasn’t remaking it. Someone else stepped in grabbed the coffee and remade it for me the correct way. This morning the coffee was extremely light. I asked if it could be remade. She looks at me with an attitude snaps the coffee out of her coworkers hands opens the top put a splash of dark roast in it and goes “here, happy?” NO, I’M NOT HAPPY, JUST BECAUSE YOU HAD A SPLASH OF DARK ROAST DOES NOT TAKE AWAY FROM THE LEVEL OF DAIRY IN THE PRODUCT. SOMEONE LIKE HER DOES NOT BELONG IN CUSTOMER SERVICE. I SPENT YEARS WORKING AT DUNKIN WHEN I WAS YOUNGER AND YEARS AFTER IN CUSTOMER SERVICE IT’S ABSOLUTELY RIDICULOUS. I’m not one to complain, accidents happen, people make mistakes, things get really busy at Dunkin and I understand the problem is the way she treats her customers, in the scheme of things this is so minor, but just don’t be a crappy person, it’s very simple. My business or lack there of will not make a difference, but I don’t plan on continuing to give...