Dunkin' — Restaurant in City of Rochester

This location irritates me to no end. The main reason is because it's so consistently inconsistent. I can't say they have bad staff because it's hit or miss. What I can say is that the staff they have a clear lack of training in people skills and putting out a product with standards that reflect the brand. When I go through a drive thru on the way to work, the goal is speedy and accurate service. Too many times, I have to repeat my order more than twice and then have it repeated back to me incorrectly. I have heard the crew getting orders wrong all the time. Once, while their headset was stuck on reply and I was stuck at the speaker with no communication, I could hear them interacting with guests inside and at the window. You could hear the orders being repeated incorrectly to people who were standing right in front of them! Infuriating dealing with these kids - it's like doing business with robots who are stuck on error.

As a former Dunkin' employee, one thing that stuck with me from training (at a great store) was that you never want to leave the cellophane in the bag because it's like putting a used rubber glove. This location does it ALL THE TIME. Nasty considering you have no idea where there hands have been or when they washed them last. It's hard enough going to a donut shop and looking past the fact that the donuts are out in the open for flies, etc. We shouldn't have to be forced to deal with HUMANS who handle our food so flippantly. The problem with kids in any job is that they lack the point of view of the customer when they are working. They feel like they are doing us a favor - it's the other way around. Perhaps this store's staff should all be let go and retrained. Unfortunately, it's the only 24 hours store in Rochester and I work before most are open - crap...

Customer complaint

Africangorgeous . to customerservice 1 minute agoDetails Good morning I went ahead and attached my receipt for more details on the order number and store location which is 300 Monroe avenue Rochester New York, 14607. I'm a regular that has been treated poorly today and was disrespected by and by an employee name Ashanti. (Transgender) female. Before clocking into work, I rushed to drive through to order a sandwich. I've repeated my order three times so that way my order could be done correctly. Once I receive my order and pulled off, and checked it, it was not done correctly I requested that I wanted the cheese to be melted and to press the bagel button instead of the croissant button so I could be done very well. I've then came in and spoke with the cook who made my order who immediately was aggressive. Ashanti which I had to find out her name from her hiring manager Maria because she did not have a name tag on as well said that she made my order correctly so basically she called me a liar so then I told her my order was not done correctly so she then had an attitude, and told me that I have to wait I said sure in the mix of waiting she was making smart remarks. I then threaten her to let her know that I will report this. That's when she became more aggressive and had poor customer service skills. it's so embarrassing for the Dunkin donuts franchise for a person like that to represent you guys. Sadly it was doctors and other professions waiting in line witnessing everything. She then refused to make my order and gave me my refund I never experienced poor customer service skills in my life like that I will never recommend no one to go to...

I know it's long but it's worth the read. Doesn't Merritt a full star but app doesn't allow for a lower rating. This has got to be the WORST customer service I've ever seen. First, there is the unacceptable wait time in the drive thru. This isn't happening because they're overly busy, its because they're processing 1 order at a time. Finally got to place my order and was given a total. Here's how it went: Clerk: You had a large dark roast? Me: No, X large. Clerk: rings up the coffee and gives me a total. Me: I also have a Cinnamon Raisen Bagel toasted well with plain cream cheese. Clerk: Oh, ok. Your total is....... I use my app to pay. Clerk: Cream and sugar right? Me: No. 2 cream 7 splenda. (I use splenda due to diabetic issues) Clerk: Oh, ok. So not only did I wait to place my order but had to repeat it all over again at the window and wait for them to make it. Now I arrive at work and find that my "HOT" coffee is barely lukewarm. I start eating my Cinnamon raisin bagel and I'm tasting an onion bagel as well I ate it anyway as I had no other alternative. They also don't answer their phone when you call. This isn't the first time I've had issues here. Guess I'll just have to leave a little earlier to go to a different location. My original order you ask? XL Dark Roast 2 cream 7 splenda and a Cinnamon Raisin Bagel toasted well with plain cream cheese. And they expect $15 an...