Dunkin' — Restaurant in Champaign

I have always loved Dunkin' and have been ordering the same coffee for the past 6 years of my life. Having worked in this industry, I am no stranger to order mix-ups and distraught customers, and I understand how stressful it can be. I am not someone who leaves bad reviews, especially for a place that has saved me during midterm/final season, when I am thirsty, and I just generally love them. However, the treatment that I experienced yesterday (at this specific location) was appalling. I had ordered coffee like I usually do (ice coffee with cream/sugar/caramel swirl) I had been reading the different menu options and happened to see the word "vanilla". I am sure we have all had that scenario where we accidentally say the word that we read, even if that is not the word that we meant to say. Well, I had accidentally said "Vanilla" to which I immediately followed-up with "No no, my bad, caramel swirl" NOW, I understand that maybe the employee did not hear me, which is 1000000% okay, I have made that mistake before. However, the belittlement and ridicule this employee demonstrated towards me was very cruel and rude. They went as far as to lecture at me saying, "You said no such thing, don't lie to me. I know what I heard and you said vanilla. You never said caramel." When I tried to explain myself and say, "No, I actually did correct myself, I did say vanilla but immediately after said no, I meant caramel" They just shook their head at me and essentially called me a liar. I then watched this employee take back my coffee like they intended to fix my order for me, but instead what I saw was the employee dumping some of the coffee out of the cup, and giving it back to me. So, not only was my order wrong, they also reduced the amount of coffee that I paid for. I praised this location for having the most consistent coffee, out of all the Dunkin's I have been to in the Champaign area, but unfortunately will not...

Beyond surprised by the customer service I received today. I have gone to this Dunkin pretty much everyday for 6 months. Today was a very busy day there and if you have ever been to this location when they are busy, there is nowhere to park. So I got into the drive thru line and made a Mobile order, 30 minutes later when I finally get to the window, my drink is beyond melted so I asked them to remake it and the employee at the window told me that I shouldn’t have ordered it and took so long to come and get it. I LITERALLY ORDERED IT IN THE DRIVE THRU?? So I tell her that I don’t want a melted drink and asked her if she could please remake it and she grabs the drink from me and throws more whip cream on top and hands me back the same melted drink. When I tell her that I know exactly what she just did and that I just want a fresh drink, she tells me to come inside and speak to the manager and slams the window in my face. I can not believe that I received this treatment from an employee that I have been extremely nice to every day that I come through the drive through. I’ve even tipped her multiple times. Completely unnecessary and unacceptable! Nobody has answered the phone when I called I will not be returning...

November 2024 they charged me for a bacon wrap when I didn’t order bacon. I asked for a refund for the price difference and the employee never once said sorry for overcharging me etc. In fact he tried to argue with me that it was like 10 cents difference and stood there shrugging not wanting to refund it or say sorry. No actually it was about 40 cents difference plus tax which doesn’t matter in the long run, but I’d prefer not to pay for something I didn’t buy. That guy needs to try learning some manners and customer service skills. Lol.

9/26/2024 first time there in a long time and I had to repeat my name five times (3 times at the drive thru speaker and 2 times at the window as loud as I could literally say my name without yelling lol before they could find my mobile order).

They kept trying to shove a box of donuts into my car window as I kept saying “that’s not mine…..” lol. Dunkin has had mobile orders for years, why r they acting like it’s the first day? Also there were literally no customers in the store, can only imagine the confusion...