Dunkin' — Restaurant in City of Syracuse

I visited this Dunkin location on November 8, 2021. The service I received was, in short, horrible. Upon entering the store, I noted a young woman sitting at a table eating a sandwich. I made note of this because I wanted to make sure I could eat my breakfast in the store. After purchasing my donut, coffee and hash browns, I went to sit at a table. As I sat, the cashier yelled from across the store that there was no eating inside. Confused, I asked why not. The cashier said this was a "health department rule" due to COVID 19. I was even more confused and asked to speak to a manager. A manager came out and told me there was no eating in the store, and again stated this was a "health department rule". I informed the manager that I have been to several other Dunkin locations in Syracuse and ALL of them have some tables reserved for indoor dining. I asked why this location was subject to a "health department rule" when other stores in town were not. I was told I was being rude and disrespectful. For asking a question? I also asked why there was a woman eating inside when I could not. I was told that person was an employee. I asked why an employee would be exempt from a "health department rule" that I was subject to. I was again told that I was being rude and disrespectful. Again, for asking a question? I asked for a refund and got one. I went home and wrote a letter to the attention of the manager, but received neither a reply or even an acknowledgment. I sent a follow-up letter three weeks later which was also ignored. In those letters I asked 1) What is the specific "health department rule" that forbids indoor dining at Dunkin? (HINT -- there isn't one) 2) Why are the employees lying about this "rule" and 3) Why do they allow employees to eat in their store but not customers? This is the same Dunkin that had lots of negative publicity a few years ago when two of their employees mistreated a homeless person. Apparently they like negative publicity. Maybe this review will get...

As a rule I don't go out of my way to review dunkin's, we all know what we want and what we expect. With that being said here's my review:

On upon arrival there was what appeared to be a fairly short line. My order was not the most complicated but three coffees and a food item. After placing my order I moved about half a foot from the speaker and sat there for at least 10 minutes. I know this sounds like an exaggeration but it was enough time that the man behind me was visibly upset and I watched two cars pull off. Needless to say this line was not moving. When I got to the window I was so frustrated that I grabbed two of the drinks and the food.

Instead of two creams and two sugars one of the coffees had eight creams and eight sugars. That was what I noticed after I left. I was so frustrated with the line that it wasn't until I pulled away that my daughter pointed out I didn't even get one of the coffees. There was no way I was going to wait in that nightmare line again because I can't afford to spend all day on a missed coffee.

I drove to a different Duncan and got the same order.

Understandably everybody has their favorite duncans but this has to be a last...

Everything possible went wrong. I order on the app for walk-in pick up. I get there and all the doors are locked. No sign or anything. I go into the drive thru only to be greeted with a mumble. I tell them I am there to pick up my on-the-go. Get to the window and I have to remind them that I am an on-the-go customer. They hand me 1 out of two drinks and they go thats it right. I am like no I have a hot chocolate too and they ask what size. Why am I having to tell you what I ordered? I probably ordered 10 minutes ago and you don't know what was on the order nor have you made it? Finally I get the second drink. I leave and take a sip of my iced coffee, which was cream and hazelnut shot, not swirl. I can't have sugar. Turns out they used swirl. And I ordered on the app so its not like it was a communication issue. They just either don't know the difference between a swirl and a shot or didn't pay attention. I don't know how so much could go wrong in one visit. I wasn't gonna go back because I didn't have time and they locked the doors I certainly wasn't gonna wait in that line again. The prices keep going up and the service is just going down. Cant justify...