Dunkin' — Restaurant in Bristol

My best friend and I went to this store yesterday to have the new Salted Caramel Cold Brew. The store had a huge sign (removable) out front about the Cold Brew. That’s our favorite coffee. Got to the drive through and asked for the Cold Brew. The lady said that it was discontinued. We asked why they have signs out front about it and it is still on menu. She said they had no control over the menu. We asked why don’t they just take the sign out front down. Then we asked for another type of Cold Brew (cause she advised they could put any flavor in the Cold Brew) so we asked if she could make a caramel cold brew. She said (after ALL of the back and forth questions about the drink) that they didn’t have any Cold Brew made and that it will take 24 hours to make it?!?! We just asked her why she didn’t tell us this in the first place—- she then advised that she couldn’t take our order because we were being threatening and abusive— just cause we asked a question?!?! I’ve worked in restaurants and customer service all of my life so I’m very very patient and kind to ALL service workers and anyone else for that matter. We did not threaten her nor were we abusive!!!! Couldn’t get her name but she worked the drive thru on 8/18/23 at Bristol, TN store. It was around 4-5pm. This person does not need to work with the public, she needs a safe space or something because neither of us did ANYTHING to her. We were just asking questions and talking amongst ourselves. I have been here before and this store is Always out of something or something isn’t made on time. My friend used to work at this store and she said that the employees only do the bare minimum— that’s why there was no Cold Brew already made. She advised me that’s why she quit working there. She was doing the most while everyone else was just standing around. This new generation of ppl scare me cause they just do not want to work and feel entitled Frankly I’ll never go back to this store and I’d advise anyone else to just go to the Duncan in Bristol, VA. They have the best Customer...

I was so excited to hear that Bristol would be getting a Dunkin Donuts, but I am sad to say that I am so disappointed in the service provided by an extremely new establishment.

I have been twice now to the Bristol location. The first time I ordered a small (hot) latte with French vanilla and a 10 count of assorted munchkins. Coffee was great. They were out of a few of the munchkins and I was fine with that considering it was later in the day.

My second visit, I ordered a medium (hot) latte with French vanilla. The employee who took my order was completely confused on how to do enter my order in the system, he gave me back incorrect change, and after two of the employees asked me how many pumps of the French vanilla I wanted added-it was still wrong. While I waited on my order, the employees were goofing off big time-being loud (customers in the store and waiting at the window) , pretending to throw whip cream out the drive thru window and there seemed to be no upper management keeping things in order.

The employee, who I believe to be the closest to upper management-sat my drink down, looked at me and called it out by number, and after I told her I had no idea what number my drink was-she said “I think this is yours.”

I really hope this location gets these issues sorted out soon and provides more training for these employees (who even stated while I was there that they had no idea what they were doing). I’m completely understanding of a new location needing time to get issues worked out, but you can still provide quality service while everything else falls into place with more training...

I'd like to say I have never been to DD and thought I would give it a try since it's not far from work. I did an online order and went about 15 minutes later to pick up in drive thru. When I got there, there was one car in front of me, and we waited and waited for her to be served. I was next, thinking it shouldn't be long since I ordered online. I had ordered 25 holes and 2 donuts. I waited 5 minutes before anyone said anything to me. I finally said "hello" and they said they would be with me in a minute. So, I waited another 3 minutes. When they finally came on and asked how they could help me, I tell them I am there to pick up my online order. She tells me they are working on it right now. That was a lie. I pull up to the window and waited another lifetime for them to get my order. When she hands it out the window. She gives me a box of holes and 1 donut. I told her I ordered 2 donuts, and she just looks at me and said, "I will get that for you". My grandson can crawl faster than she could walk. She just dropped the donut in a bag and crawled back to the window. Every employee I seen working had NO urgency to help the customers. They all just moved so slow. I have never seen anything like it. I was almost late for work. NEVER AGAIN will I do business with DD. If I hadn't ordered online and already paid I would have...