Dunkin' — Restaurant in Chapel Hill

We placed a $100 food order online as a gift for a local service provider. Got the confirmation email, and I went to pick up the order over 45 minutes later. The lobby as usual was in complete disarray and chaos at Dunkin' - no clear lines, no directions, no instructions, no welcoming of customers...Instead, about 15-20 people all looking around randomly and waiting. When I went to the Pick Up area the guy is totally confused and looks at the take-out drink shelf - I said "This was a $100 food order, I don't think it's going to be here with the smaller single drink orders". He tells me to wait, goes in the back, then says "His manager will be coming out". 15 minutes goes by. NO ONE comes out...I wait in the cashier line all over again, find him standing behind the register and say "What is going on, are they still working on this order or what?" Rolls his eyes, says "one minute", then manager comes out. She literally asks me to show her the order confirmation from my phone, which I do, and says "Oh, that order is over here, follow me." It's all bagged up and ready to go literally right next to the guy from earlier - I should have been given that when I arrived and have been in and out in 30 seconds! I ask manager "Has this just been sitting there all of this time? I've been waiting in the lobby with along everyone else for over 25 minutes." "Oh, I'm sorry". Look folks, many of these front line people are doing the best that they can, working hard with the training and pay that they receive - but this is POOR. STEP IT UP. THIS is why people are angry so often today - service standards, basic communication, courtesy, discipline, giving more than you get...Has gone out the window in favor of "cheapness". Do better, seek training, do more than the minimum...If only for...

The 3 star is more for mismanagement. The 2 employees working up front are a 5. The day we tried this location there was a customer that was not only demanding but had a large order. The person taking her order had patience! The line was growing. There was only one person working as cashier, although there were atleast 4 other employees. Finally another cashier opened and the line up started flowing but then the back up was in getting the orders made. So the second cashier started taking care of filling the orders. Now demanding customer is in the line for her order and although she wasn't next in line, she stood right at the pickup counter (there were 2 other people waiting already, one was for coffee that after 10 minutes still wasn't ready). Demanding customer thought there was too much foam, one of her coffees didn't have the right amount of expresso ...she even told the guy to make a new one and walked him through the steps to make it her way. This location just seemed to be unorganized or the employees didn't take initiative to see the line was deep and one employee was doing most of the work. Maybe it was just one of those days...not sure. The two employees working up front were patient and had great attitudes in a tough situation. We probably will try a different location next time. After waiting in line then our drinks didn't even have much flavor,...

I don’t mean to be rude or anything, but a co-worker of mine came to grab two dozens of donuts from this specific Dunkin D... She walked in with a $100 bill, but unfortunately, we couldn’t use it as they don’t accept anything above $20. My co-worker didn’t see the sign as it was on the right side, as your waiting for the order, rather than being in the front where you order. We asked if we could break it, like order more dozens get some change back- The manager replied yelling across the room saying “not happening!”. Her sister and a group of friends were also at Dunkin Donut at the time, so she asked if she could pay for their order since it was a $100.. The manager still said no rudely, told her she isn’t getting her pocket money out to change her $100 to broken cash. My co-worker had to head all the way back home to grab some spare cash, and pay the rest on Apple Pay, since they wouldn’t even let her buy more donuts than two dozen, just to get the spare cash back. (Today January 24th: 10:00am-10:30am)

Another time my co worker had came here to order some donuts before they closed, like 2 hours before- They immediately threw away all the donuts and told her there isn’t anymore and that they are closed! 2 hours before closing, they threw everything away!

Two of THE worst...