Dunkin' — Restaurant in Carmel

I went through the drive thru yesterday and ordered 2 coffees. Immediately when they came on the speaker you can tell they were stressed out. I ordered my drinks and hash rounds. Was given no total just to go to the window. I arrived to an angry man who never greeted me and seemed insulted I didn't know my total. He shoved my drinks at me along with my food. Pulled out of the drive thru and turned on to Carmel dr. I took a sip of my coffee and realized it was made wrong. Went to eat my has rounds and they were cold and soggy. Unfortunately, I needed to get my daughter to her doctor's appointment so I couldn't turn around. I tried calling the store to inform them but the phone was an automated system and you needed an extension. After the appointment (roughly an hour) we headed back to see if they would correct the order. Again you can tell they were stessed out. I told them what happened and they asked to have me pull to the window. I handed my drinks to the guy and explained what was wrong with each drink. This very hostile woman comes to the window and I explain to her and she said that I needed to be more clear. I again told her what was wrong with the drinks. After she snapped at me for the last time, I got a little rude and said, that I explained it all this morning. They finally remade my drinks and shoved them out the window at me. I tried to thank them but they closed that window super fast. I will NEVER go back to that store. I know they don't care and it won't hurt them but if they keep treating people as poorly as they treated me, they may...

I am very disappointed in both this location and with the company in general. We placed a mobile order on Christmas Eve that included a dozen donuts and Munchkins, only to arrive there and be told they were completely out of donuts. Ok, that happens... But no solutions or alternatives were offered and I had to flat out ask "so how do I go about a refund?" I was told I had to contact customer service, which I did that very same day. Knowing it was a holiday weekend, I didn't expect an immediate reply, however I did get one on Christmas day asking that I submit screenshots of my receipt and my rewards account ID. Again, I did so right away, and I haven't heard a single thing since. I have emailed every single day asking for a follow up, and nothing! So, not only did I pay for items that I did not receive, now they're just keeping my money apparently. Service at either Carmel location has always been mediocre at best, and this experience is now the final nail in the coffin for me. You've just lost a very loyal customer.

UPDATE: I was finally contacted by the district manager, AFTER two weeks, 4 unanswered emails, and a new complaint ticket had been submitted. I was offered a replacement of the missing items or a full refund, and as of today, 1/15/23, I have finally...

So the strong points: Service here is pretty good for a fast/fast casual place.

That said, I was in New England not long ago and while Dunkin Donuts isn't quite what it was in its prime, it is still a decent place to get a coffee (in Massachusetts, a "regular" coffee comes with cream and sugar; if you don't specify otherwise, that's how you get it) and donut, it isn't as good as it used to be.

Well, the local franchise here isn't even living up to DD's lower standards nowadays.

The donuts are much smaller than in Boston

I swear they are somehow more expensive

And the coffee is kept warm on these tacky little warmer plate things, like you find in diners.

As a place that is supposed to be an alternative to Starbucks, this all just seems tacky, cheap, and sub par

And that's how the products taste

Burned coffee, sub par and small donuts

Unfortunately Carmel doesn't really have a good bakery otherwise. So garbage places like DD and Panera are abundant.

Oh well, the search for a decent donut in northern Indy...