Dunkin' — Restaurant in City of Port Jervis

Bad service on 10/10/25 between 10:57am-11:15 am my husband , my friend and I came here this morning and ordered me and my hubby our normal drinks.. Then my friend orders hers and she also bought a cup too . She had got her order and had sat down her brand new cup by the napkins and straws… She had realized that she had forgot it there and it was sat back down in the same spot she had picked it up from… We went back there and talked to a employee and had explained the whole thing because it was the same employee that rung us up this morning. She says she don’t remember but she remembers us! So we had asked if we can speak to a manger or a supervisor doesn’t matter someone though … The employee walks towards the back then comes back to us and says that she doesn’t know…. So again we asked again for her and asked how come she can’t come to us so we can talk to to them ? My friend paid $14.99 For the cup!! This manger told us she will go look at the camera and wanted a rewind of what happened and what time that was when we were here? We told her and the manger just left us hanging!! There was also another customer trying to explain to them that theirs like a peep hole in the bathroom and they covered it up by a sticker.. a manger or a supervisor not sure which one comes out to talk to this lady and then talks rude to the customer, then the lady kept asking for the mangers name and everyone said no and that they couldn’t or wasn’t allowed too… Then the same manger lady comes out and starts talking very very nasty and very rude to the customer!! And all while this is going on we’re still their waiting for the supervisor or manger to come back out to talk us what happened because they went back into the cameras…. We asked an employee if the manger is coming back out to discuss to us about our friends cup and the employee told they wasn’t aloud to get her and pretty wasn’t going to get her for us…. I don’t know what kind of business they run here but I’m very disappointed in them and how they were aloud to speak to customers and how they left and not come back out for us… I go to this Dunkin every morning and I just can’t believe how nasty this lady was to the customer … The worker even told this customer that she was the problem!! Very very unprofessional...

So, walking in and there was DD staff (2 ladies- brunette and blonde- one with glasses) smoking on bench with another older lady who looked to be a "regular" customer. This bench is maybe 6 paces from the door and a trashcan between the door and bench. Their smoke was blowing directly towards door. Instead of smelling coffee and donuts, my party of 3 smelt cigarettes. Totally awesome.

We order med coffee and small HC with 10 Munchkins. Order is processed and is pretty fast. This is where they get the 2-Star. Unfortunately, the tall male teen with brown hair and glasses, puts my kid's HC in a thin poly paper cups with one of those tight flat lids on it.

THERE ARE TWO PROBLEMS WITH THIS CUP: the amount of HC I paid for and received and the type of cup.

Since this thin, poly-paper cup is an 8 ounce cup and the DD employee added a huge amount of whipped cream, the amount I paid for was approximately 5 maybe 6 oz of HC. I get that my son ordered it and most kids like whipped cream, but the HC is what I am paying for. Had he made it In the Styrofoam cup, added the correct amount of water to HC packet, then topped with whipped cream- this wouldn't be an issue. Had I ordered one, which I usually do, I am wondering if mine would have come put the same. I will NOT BE BACK TO TEST THAT THEORY!

THE CUP ISSUE: Now, we know this isn't going to work..... my kid is almost 12, but even adult coffees don't come in those small a$$ cups with tight flat lids. My husband goes up to the counter knowing I'm already upset over the whole smoking thing, & asks for them to switch out my kid's cup. This teen DD staff asks him "Why?" Excuse me? Oh no, I start walking up there & as my husband sees me coming, politely says to the DD staff "Unless you want to deal with her, I'd just change out my kids cup." His cup was changed out really fast and we left.

Still in a cloud of smoke out the front door, my family leaves to fill up our car with gas and continue our drive home. Work smarter, DD Employees, Not Harder. It is Summer Break, but...

The weekday crew is great, never have an issue. The weekend crew, however, seems to always have a problem. I visited today placing an online order as I normally do. 4 drinks. Get to window, receive 3 drinks, 1 incorrect as it was supposed to have cookie cold foam, but I let it pass. We let them know there was supposed to be 4 drinks, we were missing 1. We had to tell them exactly what it was supposed to be. This happened when we visited during the weekend 1-2 weekends ago, same crew, same issue.. except that time they had no idea what we ordered (it was 5 drinks that time and they only gave us 2) and we had to tell them what our order was only to receive all the wrong drinks including the incorrect sizes like every single one of them were wrong. I just don’t understand why the weekend crew seems to not know what was placed on the online orders or have any knowledge or receipt of these orders but when I come during the weekday it’s never an issue. The weekend crew needs some training. I hate to say it, and I won’t be coming by on the weekends anymore because it’s never correct, something is always missing and they never know what you ordered and obviously having to tell them what it was is no help because it still...