Dunkin' — Restaurant in Chandler

I walk in to pick up my online order, as I have several other times in the last 4-5 months since I moved into the area. On my way out, I ask for a pup cup for my dog. They've always just given me one, free of charge, which is one of the main reasons I've come to this Dunkin' location over others. I know they typically charge $0.26, however I figured maybe this franchisee decided not to. I ask the heavyset blonde woman inventorying the baked goods if she can assist me, she turns around and immediately it seems that there's an attitude, as though my asking her for assistance was interrupting or bothering her. She proceeds to ring me up for $0.26 and I asked her why I was being charged, after literally every other visit to this location I hadn't been charged in the past. She identifies herself as the GM of the store and tells me it's corporate policy, that whoever had been giving them out freely in the past was wrong. I plead my case and even point directly to employees in the background who have assisted me/handed them out to me in the past. I identified one of the employees as "the black dude" to distinguish him from the other male employee also working with him on the line. I ask why she can't just make one more exception and I will note for future reference that they charge. At this point she tells me she would have, but once I made it a "racial issue" and "called out one of my employees by race" she decided not to. It's one thing to get an order wrong, or to have an attitude, or to lack customer service skills. It's another to insinuate that the customer is racist. There was nothing racist about what I said, I simply identified which employee I was referring to. Calling upset customers racist is not a good way to win them back over. I'm someone who works in high end hospitality and guest services. Concessions and guest recovery are a daily occurrence. To sit and argue with a customer for 5 minutes over $0.26 and then to call them racist is absurd, plain and simple. Nobody should patronize...

So I went into this Dunkin this morning (6:30 am on April 2nd 2024) for a pick up. There were 5 people running around for drive thru orders & online orders. I stood at the front register for 4 minutes give or take, with no one acknowledging me. Finally a young gentleman did & said he'll be right with me. He finally asked what I needed & I told him I was there for a pick up, he says ok it's getting worked on. I moved over to the pick up area & there stood 3 bags ready & 1 still in progress. What seem to be a manager he was Caucasian, had on a blue collar shirt obviously dressed differently from the crew. Just went about his angry mood. Finally a young woman asked what I needed again I told her as I did the previous employee. The "manager" guy picks the order bag up & drops it on the counter as if he was mad, irritated or whatever. I look him in his eyes & say "thank you" he replies with yup! But no contact with me at all. This bag was obviously already done & the manager saw & heard me talk to the young employee, so he knew what i needed. And still he lets me stand there for another few minutes waiting for something he's had done for Lord knows how long.

I don't know if this guy hates his job, hates people (I mean I do myself, this guy is prime example why) or hates his life. Whatever the case may be, I was patient, polite & even said Thank you during his little fit. Dunkin you need to do better that this guy. That's who you hire to treat your customer like that? Come on! Uncalled for & ridiculous! I'm glad I'm not a Dunkin customer myself, service like this, from the "manager" please I would not be returning, giving my hard earned money to be treated like this.

I wish I could give a -5 stars. And I wish this manager guy get some mental help. You agreed to be that manager don't be mad at your customers. You signed that offer sheet, we...

I frequently visit the DD on Elliott/Dobson. Today was the last time! I have had my orders made incorrectly on more occasions that I can recount. Today I finally got fed up and for the first time felt the need to notify a manager due to how consistent the errors are. They always, always, always forget my hash browns. Once I made it home so never got them and wasted my money. Other occasions there burnt so tough they’re inedible. This particular occasion the girl at the drive thru counter argued with me and said they were in there and I had to dump everything out of the bag to prove it to her. They give me my hash browns with a less than awesome apology. Pulling out of the parking lot I also realize I’m missing a donut. I have to pull back around and now go inside in the store with my house slippers on because the drive thru is way too long by now. I ask for my donut and the manager. Jeanette the “‘manager” heard my honest and true complaint and responded with a simple “we do the best we can”. I responded that I don’t feel that’s true and in fact I feel the staff needs serious training like double checking all bags, repeating orders back to guests, etc. During this very quick conversation (she wasn’t very resaponsive) I became offended personally because she barely made any eye contact with me. Like I was bothering her and just pretended I wasn’t there!!!! How appalling. Jeanette is not a qualified General Manager based upon that conversation. After so many visits that ended up in incorrect orders being given to me I couldn’t believe that’s how it was handled! Too many other donut shops, Dunkin Donuts doesn’t need my money anymore! Bosa is right across the street y’all!! Thanks Jeanette for showing your staff how little they should care. Poor service...