Dunkin' — Restaurant in Chelsea

Dear Dunkin’ Donuts Management,

I hope this message finds you well. I am writing to express my dissatisfaction with the service I received at your [this location] on the morning of [5/29/2025]at 9:43 Am

I ordered a flavored coffee and a croissant through the drive-thru. When I received my coffee, I noticed that the flavor syrup was not properly mixed—it was all at the bottom, which made the drink unpleasant. I politely pointed this out to the employee, expressing that I value quality and expect well-prepared coffee.

To my surprise, instead of addressing my concern professionally, the staff member responded with frustration and told me, “Next time, make your coffee at home.” I found this response extremely disrespectful and unprofessional. As a paying customer, I expect to be treated with courtesy, not sarcasm or hostility.

I hope you take this feedback seriously. I believe in supporting local businesses, but basic respect and customer service should never be compromised. I trust that this issue will be looked into, and that necessary steps will be taken to ensure better experiences in the future. I ordered a flavored coffee and a croissant through the drive-thru. When I received my coffee, I noticed that the flavor syrup was not properly mixed—it was all at the bottom, which made the drink unpleasant. I politely pointed this out to the employee, expressing that I value quality and expect well-prepared coffee.

To my surprise, instead of addressing my concern professionally, the staff member responded with frustration and told me, “Next time, make your coffee at home.” I found this response extremely disrespectful and unprofessional. As a paying customer, I expect to be treated with courtesy, not sarcasm or hostility.

I hope you take this feedback seriously. I believe in supporting local businesses, but basic respect and customer service should never be compromised. I trust that this issue will be looked into, and that necessary steps will be taken to ensure better experiences in...

Disappointing Experience with Rude Service I had a very disappointing experience at this location. I had to return to the store because one of the donuts in my order had been poked. When I originally ordered at the drive-thru around 6:45 a.m., the person taking my order misunderstood me. I asked for a dozen donuts, but he thought I said half a dozen. When I clarified my order, he immediately became rude and completed the transaction with a bad attitude. 6:45 a.m. is far too early to be treating customers with such impatience—especially from someone representing the store. When I went back to exchange the damaged donut and address the poor service, I asked for the name of the person who took my order. The staff member gave it to me, but then the manager, in a rude manner, interrupted and said he was the one who took my order and that it was all recorded (I am glad it is recorded for costumer servise experience review). I then asked for his name so I could include it in my complaint, but he refused and said there was no need to give his name because he is the only manager at that location 356 Eastern Ave, Chelsea, MA. When I told him I would be filing a complaint, he told me to call the number posted at the door. I called while still in the store, but there was no live person available—only a voicemail system. I left a message. Overall, I am very disappointed by the service and attitude I received. I won’t be returning...

Updated Review:

I’m updating my previous review due to a concerning experience with the drive-thru staff. The woman working there has been consistently rude, to the point that I’m questioning whether her behavior is racially motivated.

On one occasion, my baby was crying in the car, and she rolled her eyes and exclaimed “Oh my God!” in a very disrespectful tone. I chose to ignore it at the time. On another visit, I used Google Pay, and she told me rudely, “Next time, tell them we don’t accept over-the-phone payments,” even though contactless payment is a standard option. When I asked for clarification, she completely ignored me, as if I wasn’t even speaking.

Whether she’s dealing with personal issues or not, there’s no excuse for such poor customer service. The senior lady who used to work there was always polite and professional—this is a stark contrast. I hope the management addresses this behavior seriously.

Love the service from a customer rep in the morning she always says goodmorning hun. The lattes are done good...