Dunkin' — Restaurant in Chandler

Currently on my way back to the store that I ordered from. I spent nearly $50 on various breakfast items. When I got back to my house, 3 items were missing. Naturally, I call back. I am greeted by a male employee, not sure what his role at the store is. When I tell him that I am missing a portion of my order he asked me to hold a moment while he checks something out. He comes back to the phone and informs me “ I’m not going to argue with you, but whoever made the order said they put everything in there”………. I didn’t realize saying “I am missing 3 things from my order” was arguing…. Congratulations!!!! Thank you, sir. With that single statement you have cured the worlds problems and my ordered was magically restored with the correct items!! :D Obviously this is not a major deal, but for me to spend almost $50, drive home to my three kids, and attempt to have a lazy Sunday only to come home and have something missing is at best, annoying. To reach out to the store who made the incorrect order, and be met with that kind of statement is just bad customer service. I don’t know what type of people they encounter, but I don’t need to lie about three items that cost about three dollars each. By the way, who the heck even wants to leave their home after coming through a drive-through by making up a story about missing items? The whole point of going through the drive-through is the convenience of quickly going on about your day. I understand working with the general public/ cx service personally, it can be frustrating most, if not all days. Regardless, the lack of accountability and dismissiveness is poor cx service. Rather than focusing on problem-solving, he chose to say, “I’m not going to argue with you”. This is confrontational and implies I was being unreasonable when there was no argument occurring. This is simple, I want what I paid for. ANYWAYS…. If your team needs assistance with coaching, please reach out to me. I am highly skilled in de-escalation, problem-solving, and delivering effective solutions with professionalism...

I believe it was the manager this morning. Friday Dec 29 7am. I was picking up an order for a customer as a delivery driver. The lady was most likely Hispanic or Latino decent. As am I so I am not being rude in any kind of way. She was seriously over weight. Her attitude showed on her face. She told me they didn’t have a certain cookie to add into the drink like the customer had wanted. PER CUSTOMER SERVICE from the company I deliver for, “deliver the order as is, let the customer know and they can call support”. After I told the manager it was okay and to make the order as is. She asked with a very rude tone “you’re not going to call the customer” Please retrain hour horribly trained manager that you ask this way - Can you call the customer and let them know- but I still handled it calmly and told them I would still deliver the order and the customer can contact support. After all, why would I call them on the spot? You’re not offering a substitution. You’re only saying you don’t have a cookie. Maybe if you were offering a sub, then I would see how calling them makes sense. But I think her lazy, needs to hit the gym a lil bit self, didn’t want to make the drink. If that’s the case, just say you can’t make the drink and move forward with what you can make. I waited in the lobby and was messing around on my phone until the order was ready. I look up and the order is just sitting there. She didn’t tell me it was ready, knowing I was waiting on the order. She just left it on the counter for me to figure out that it’s ready. EXTREMELY rude. Please teach your manager proper work ethic. I am helping make her pay check at the end of the day. I help her store by delivering these order. Trust me, I’m not saying what I really want to say about that lady. She was sloppy in look and work ethic. I’ll just say that. Extremely unprofessional. Please hire someone else. The Girl with the tattoos was way nicer...

Stopped by this morning with my two little girls to get a special treat before school (it was my 5 yr olds bday!) The lights were on, the drive through was open, there were 2 people in street clothes in the dining room eating and drinking coffee, but the front door was locked. We could see at least 3 employees behind the counter and not a single one acknowledged us. The hours on the door indicated they were open, google indicated they were open, but they left me and my girls standing in the cold and wouldn't even acknowledge us. Found another location, got the girls loaded up, and then someone else went to the front door. We watched as one of the individuals in street clothes got up, unlocked the door and let them in. So we got back out of the truck, went back to the front door to see if we could get in. The guy in street clothes finally acknowledged us by holding up 8 fingers to indicate that they open at 8 and then turned his back on us. UPDATE YOUR HOURS!!!! AND DON'T LET YOUR EMPLOYEES EAT IN THE DINING ROOM WITH THEIR GUESTS IN STREET CLOTHES IN PLAIN VIEW OF THE PUBLIC AND THEN REFUSE TO LET PEOPLE IN. ALSO, MAYBE ACKNOWLEDGE YOUR CUSTOMERS!!! ESPECIALLY TWO LITTLE GIRLS STANDING OUTSIDE IN 40* WEATHER. We found another location a couple miles away, their dining room was open, and was also WAY nicer, and the service was great, so it was a blessing in disguise. We will drive the extra couple miles in the future and will not be returning to...