Dunkin' — Restaurant in Cary

I gave this location multiple chances, hoping the poor customer service was just an off day. Unfortunately, it’s a consistent pattern. I’ve now visited three times, and each time I’ve been met with rude, unfriendly service—especially from the woman who typically takes orders. She’s stern, which I can respect when it’s paired with professionalism, but her tone and attitude cross the line into hostility. Today, I finally spoke up and told her that shouting through the drive-thru microphone wasn’t necessary. Her excuse was that she was “just trying to understand me,” but it felt more like frustration than a genuine struggle to hear. I’ve worked in customer service my entire career, and I know the difference between being direct and being disrespectful.

I really wanted to support this location. It’s close to home, but I can’t justify returning. After checking the reviews today, I see I’m not alone—this isn’t a one-off issue. It’s disappointing that the franchisee, George Ross, CEO of Coastal Franchising LLC Dunkin’ Donuts, hasn’t stepped in to address the ongoing complaints. With over 100 locations under his leadership, it’s not unreasonable to expect systems that ensure basic customer service standards are upheld. I’ll be driving the extra mile to the location 2.8 miles away, which has a 4.0 rating and treats customers with basic courtesy. If you value being treated with respect, I’d recommend doing the same.

Note: We also dined in and had the...

I’m not the biggest review writer. I’ve come to this location numerous times and never had an issue. I don’t know if it’s because I usually go at 7 in the morning and I came at 9 on a Saturday morning. I started off by placing a mobile order in the drive through after sitting in the drive through for 10 minutes (from where I was sitting it didn’t even look like the car near the speaker was completely at the speaker) I decided to just go inside and get it no big deal.

I go inside and see a few people waiting the screens for order are both full. There are two ladies running the whole restaurant by themselves. One I felt kinda bad for the other one I felt bad for till she gave me an attitude. Let me just say this I’ve worked in the food industry before I really do get it, to whoever makes these schedules (I know you’re understaffed everywhere is) I think you are better off being closed than having two people run the whole restaurant. What’s the point if drinks aren’t going to be as good being they’re so rushed. And if the food is gonna be cold. Either schedule more people or just stay closed. And also if your staff is so frustrated that they’re just gonna have an attitude especially just stay closed. And I understand their frustration working food and retail severely understaffed is draining. Still need to be nice to the customers but I do get it. This needs to be fixed. And trust me I’m extremely patient when it comes to...

I came into this Dunkin’ with low expectations after seeing its 2.4-star rating, but I’m here to tell you this place is actually a hidden gem, or at least a caffeinated diamond in the rough. Was it as fancy as the Ritz-Carlton? No. But I didn't come here to be treated like royalty, I came for donuts, and that’s exactly what I got.

I tested the waters with an online order, and it was ready in five minutes, which is basically lightning speed for Dunkin’. The woman who took my order was a woman of few words, but her energy? Pure gold. She had the kind of quiet authority that says, “I’ve seen things. I’ve done things." Yet, she was also genuinely polite, and honestly, kind of a hero in disguise.

And then, she anticipates my needs, putting a little packet of ketchup with my hashbrowns in my to go bag. Ketchup. For my hashbrowns. Like she knew. That’s above and beyond, people. Forget customer service, this is customer psychic service.

Would I return? You bet. Just maybe not during rush hour… those 2.4 stars weren’t earned...