Dunkin' — Restaurant in City of Rome

I went to Dunkin on Erie Blvd. In Rome ,NY this morning . Went through the drive thru, I looked at the menu and placed an order . I ordered 2 wake up wraps , that was fine . I then wanted to order a Frozen lemonade [this was listed on the menu]. I was told "we no longer carry that ".... so disappointed by that I went and ordered a small frozen hot chocolate . I get to the window to get my order and the drink had no whipped cream on it . everyone I have gotten before has had it on the drink . so I said to the lady "No whipped cream? " she huffed and said "I didn't know you wanted it" I said you didn't ask me . Being that I thought it came with whipped cream on it ... I didn't know I had to ask for it . she huffed again and said "You didn't ask " in a snotty way . so I told her I didn't want anything I had ordered and left. Seems to me if they aren't gonna sell something anymore then they should not have it on the menu . if you discontinue an item REMOVE it from the menu . The other thing is DON'T ASSUME people automatically know they have to ask for something it is your job to ask them . Oh and last .... I get paid less money than you all do and if I make a mistake at my job I could go to jail. I have people's lives in my care . and I get paid less. So if i come to your store ...please forgive me for expecting better attitudes and better service than I got . I work very hard and care A LOT MORE about the people I take care of...

My recent visits to Dunkin left me quite disappointed with the overall service quality. It's evident that there are some organizational issues that need attention from the management. One glaring concern is the lack of balanced attention between drive-thru orders and walk-ins/mobile orders. On each visit, I noticed that a majority of the staff (3-4 employees) were dedicated to serving drive-thru customers, while only one employee (or sometimes none) was catering to those who walked in or placed mobile orders. This imbalance creates frustration and longer wait times for customers who opt for walk-in or mobile ordering.

Furthermore, I feel that the management could benefit from some organizational training to ensure a smoother operation. The customer experience should be consistent regardless of the order method chosen, and it's disappointing to see this aspect being neglected.

On the brighter side, the beverages at Dunkin are generally okay, staying true to the brand's standard offerings. While Dunkin is known for its drinks, the overall service experience plays a significant role in the overall impression...

I genuinely do not know how Brandon is still employed here. I actually stopped going to Dunkin for the longest time because he would always be the person on counter when I would go and he works incredibly slow and the drinks always taste wrong when made by him. Today at 7:00 am I placed a mobile order for a medium iced coco mocha and two avocado toast and my mother placed a separate order for a hot coffee. I only live a few mins away. Walked in and the avocado toast were sitting out ready but the drinks were not after about 5 mins after we finally get asked what we were waiting on and I tell them my mother and my name. The person goes to tell Brandon who after another few mins finally brings my mother her coffee. 7:14 and I still don't have mine. Mind you the entire time I was in there no one was ordering at counter all Brandon had was 3 mobile orders. Finally got my drink and its...