Dunkin' — Restaurant in Cedar Hill

Love the products but the design services and customer service not so much. I just recently ordered a birthday cake in store and was asked what colors I wanted the icing. I didn't know I had an option, but since I do let's try red, white and black. She asked where I wanted those colors. I replied Oh, I'm not sure, can the cake decorate determine what would be best. Sure, she replied. That was a big mistake. When I came to pick up my cake, the black icing, which happy birthday was writing in, had already bled through the icing. It looked horrible. But I'm was more disappointed that they would over me a custom cake like that. Because it was a small order and I needed it within the next hour, I just picked it up. I decided to use my candles to disguise it as much as possible. Little disappointed to give it to my hubby but I bought him another cake (NBC) which made him happy. Just happy this cake was for home because I would have been so embarrassed if I was entertaining. The cookie pizza was great and it was just a pickup from the fridge. Come to think about it, the last birthday cake I purchased was a pickup from the fridge. I think if I purchase a celebration cake again, it will probably be from the fridge (or another location) and not it the custom one as this was not a good first impression at all design wise.

For management, customer service needs improving. Each time I entered the store, no one greeted me and actually walked by, behind the counter, servicing drive-thru as if I was not there. There was more than one person working. Even if you are busy, a simple, hello, I would be with you in a moment would have worked. This should have been my first indication of the level of service and care to expect. What I assume to be a manager, due to the crew hovering over her watching her take my order, wouldn't let me order the pizza cookie ahead of time but she said she would put one back for me (she didn't, but there were some available the next day). She told me that I could only get the ice creams that they had out as my choice for the cake. I was in store in the am and literally half the ice cream bales were empty. I continue to ask about something without chocolate or heavy. She finally said, let me Look in the back to see what we have. Why wouldn't do that in the first place? I'm placing an order that is for later pickup. If you are out of half of your ice cream flavors in the am, you have an inventory problem. Then when I picked up the order, cake, and pizza, she didn't offer me a bag. It's kinda hard to hold two oddly shaped boxes, carry it to the car without dropping it or it sliding. Nearly impossible when you have a toddler with you. When I asked for a bag, she said placed one in the counter and walks away. No assistance to place it in there. I asked if they had a bigger bag for the pizza. She replied no. So I asked could she give me another bag so I can lay most of it in. I don't want to place my food counter naked on the floor of my car. She again placed the bag on the counter and walks away. It's things like this that turns me off of being a repeat customer. I do expect a level of care and service when I spend my time and money to buy a product. I was truly disappointed in my experience. Please provide additional training to your staff to help them develop in these areas of needs. Care about the end result of your finished work. Customer service oriented. Thank you for...

Pretty horrible experience. I placed a mobile order to get extra perks points in the promotion the app had recommended. I wanted a mocha and a barbecue bacon sandwich.

When I got inside to pick up my order, I was the only customer there and it appeared they had a project team or corporate - all told about 6-10 people inside and nobody said hi or anything. The store was dirty, the counters had spills, cardboard boxes and unfinished projects here and there. Several of the employees (including the very upper level / corporate-looking, pink shirt-wearing man) turned their backs on me and disappeared into phones. I waited a few minutes at order pick up while employees talked and glanced over at me.

As soon as there was an opportunity I politely said I was there for my mobile order and the lady immediately said they didn't have my order or what they needed to make it. They said the barbecue bacon sandwich was newly promoted and they didn't even get any in yet. Then she said they were out of mocha. I asked for a refund because they didn't have what I was wanting, no big deal.

After tapping on the computer system in frustration, she passed me off to another employee who saw an "order now" button on my phone screen and said I never even placed the order. I patiently showed her my receipt and pointed out that you can "order now" to get your same orders from months back... Do they know how their own app works? I paid nearly $10 and had the receipt on screen and she didn't barely look. They got Tara, the manager, and it became a 4-5 employee effort as they yelled back and forth. They tried to convince me they actually had almost enough mocha and they could make my drink after all. I was frustrated and not confident in a good cup of coffee, I asked for the refund again.

Then Tara told me she couldn't get the computer to give me the right refund amount, it was about $0.50 off, but then she asked if it was okay if the refund was close enough. I said I'd like my full refund and she said she couldn't because the app charges taxes. In the end, she fished change out of a tip jar and fifteen minutes later I am back where I started.

Awful. I'm a patient person. I've worked food, retail and call centers so I try to be kind when I'm out because these jobs can be tough, dealing with difficult people. There was no warmth, no customer service, no professionalism. I was treated like a problem from the moment I stepped into the store. I'm not...

I have just started getting coffee from Dunkin Donuts during happy hour (cheaper than other places and still decent!). The last time I went through the drive thru, I waited at the menu until someone told me to move up to the window. Then three different people came up to the window (over about 10 minutes) and asked what my order was. I would tell them that I had not ordered yet. Then each one of them would ask me to wait another minute. To be fair, one of the girls said that it was her first day on the job, so I figured they were just trying to train someone, making it more stressful. Not a big deal. After 15 minutes, I got my coffee and wasn’t too worried about it. This time, about a week later, I decided to go in and get my coffee. I saw two people waiting at the counter for a decent amount of time to get the things they ordered. Then, the shift manager came up to take my order. I kept telling her the coffee and donut I wanted..and she seemed confused. All of a sudden, she called one of the guys over and said, “hey, go out and catch that lady at her car, she owes $5.81” She DIDN’T CHARGE the lady before she had given her the things she wanted and started on the next order. The guy had to go out to her and get her card and bring it back in to charge it..it was crazy. By the time they figured all this out, there was five people behind me waiting to order.

All in all, pretty ridiculous on the customer service side, but who knows? Maybe half of their staff is new. I give grace, because I remember what it’s like to be behind a counter like that. My coffee was still good 😉 I will update this if I see a bad or good change in service...