Dunkin' — Restaurant in Christiansburg

Update 10/19/2024: Another bad experience at this location. This experience will make me never come back to this location ever again. This has been the worst ever as my entire order was incorrect and replaced with items I didn't order without my knowledge. The items did not even equal the value of what I purchased . The girl got very nasty when questioned why everything was done that way. I know this is the only Dunkin in the area, but I will now only go to Salem. That means instead of multiple purchases a week, I'll only get one coffee a month when in Salem. I will never come back to this location. They used to be so friendly and helpful, but now they are overwhelmed and frustrated and treat the customers poorly. They clearly are understaffed and lose their patience with the customers. Looks like I am going to become a Starbucks customer right across the street. And I'm also tired of the layout and the drive-thru and the parking lot.

UPDATE 9/24/24: Don't let this update ruin it for the rest of the staff who are incredible and friendly. This update is for one girl who was working on that particular day around 12:30pm.

--PO'd loyal customer. We ordered a dozen donuts. When we got home there were only 11. No big deal, right? We just called to let them know, and the girl got so nasty with my wife. She didn't believe there was a donut missing and got so nasty because we would call to say such a thing. I can't believe I'm in Christiansburg. I'm not upset about the donut. I'm upset about the way the girl reacted. I wasn't even going to drive all the way back for one donut, but I just wanted to let them know. I was used to that attitude in New York, but I have never experienced such rudeness in the last 3 years here in Virginia. A bad element is moving in, and it's really starting to show. It upset me enough to come in and change my rating. Not only that, the parking lot is absolutely atrocious with the potholes and lack of maneuverability. I thought that would have been addressed by now.

Original Review: This location is pretty consistent in making your coffee the way you like it. The staff has always been very friendly. They usually have a decent selection of donuts in the morning but start to run out as the day goes on. To the right of the drive-thru order menu is an entrance that some people try to cut in the drive-thru line from. That gets a little stressful because these people are obviously on the wrong side of the road to try to get in line. The parking lot is not the greatest but has enough parking for about 10 cars. There's a big lot behind the store also. I mostly use the drive-thru. There are some major potholes in the entrance they share with...

Thoroughly disappointed! This was my second visit to this location, and it was no better than the first.

The staff urgently needs proper training. It is disappointing that corporate has not invested in hiring and training managers and supervisors who can ensure their employees know the names and descriptions of the items they sell. It appears that they hire counter staff, instruct them to be polite, and leave them to figure out the rest. Especially with young employees, proper training is crucial; inadequate training inevitably leads to poor performance.

The confusion is exacerbated by the unusual naming of Dunkin' items compared to common bakeries. For instance, a DK old fashioned is just a plain cake donut, a DK chocolate glazed donut is a chocolate donut with a sugar glaze on top rather than a regular donut with chocolate glaze, and a DK chocolate frosted donut is a regular donut with cake frosting on top. Moreover, the DK apple fritter is merely a lump of dough with apple jelly on top, whereas traditional apple fritters are made with apples in the dough. This inconsistency is frustrating!

Additionally, the drive-thru window lacks any reference to the types of donuts offered, and there is no to-go list for customers to reference. These changes from the norm make the experience unnecessarily confusing.

While this may seem like a trivial complaint about donuts, it underscores the importance of proper training in the workplace. Managers and supervisors should ensure their employees understand what they are selling and/or representing. Unfortunately, the concept of quality customer service seems to have deteriorated over time. The indifference reflected in the employees' work starts with corporate leaders and trickles down through regional directors to store managers and front-line employees. Quality in items, food, and customer service begins with genuinely caring about the business, which is essential for building a good reputation and attracting return customers.

Great customer service is sadly rare and needs to be praised...

My GOODNESS, what a HORRIBLE, HORRIBLE business!!! When it first opened, I was excited. My first couple of experiences were as expected and typical of a business that had just opened. There was a long wait, because the line was a few people deep, employees were confused and had not learned the flow yet. It took a long time to get drinks prepared. The donuts sometimes, not always, lacked of freshness but I found their icing and filings in their donuts to be CONSISTENTLY a measly amount. Often, I had already left before I realized this, but I would turn around and drive back. To their benefit, the employees were always willing to give me different ones and sometimes add a free one which I appreciated. Sadly, over time, the poor quality continued. A couple of times, there was ample filling, but most of the time, it was a drop of filling. AND WE'RE PAYING FOR THIS! That's what SO frustrating. I stopped going for several weeks to see if there was improvement. On my way back into town, I passed the Bristol DD and OMG, what a difference in the SAME donuts I order. There was a MOUND of icing and ample filling like this DD has NOT had even once. This made me more upset at being shortchanged by the Christiansburg one. Today, I thought I'd return and called to ask for my order and I was going to be sure to speak with a manager to ensure they did a better job. Their website and Google both they open at 6:00am. I have been calling since 6:30 and the phone rings off the hook. What a HORRIBLE, HORRIBLE BUSINESS WITH HORRIBLE PRACTICES!!! Although they fixed their potholes, their outside area is NOT equipped to have both parking and a drive through. If you park in the "wrong" spot, you'll be stuck behind drive thru traffic for a lengthy time.Besides all the other 1 star reviews SO many others have given this place, I just don't know what more has to be said about it in order to see improvement. And DON"T reply offering some free cr*p either. FIX YOUR PROBLEMS IF YOU'RE GOING TO RUN...