Dunkin' — Restaurant in City of Utica

The workers at this location are literally trained to ignore you if you’re in the walk up. I’ve never experienced this at any other location but have had this happen multiple times here where you walk in and there will be four or five workers all backs turned avoiding any eye contact and acting like there is not a line of people with messed up orders waiting for any worker to turn around. It’s such a bizarre thing to see in person because they know you’re standing there and they don’t even give a “just one second” or “I’ll be right with you” they just pretend not to see you and if you’re lucky you’ll get a little side eye glance. Absolutely hate getting food from this location because if they mess up at the drive through you’re better off getting back into the 10 car pile up line that backs into the road than parking and walking inside to...

I’ve been pretty critical of this Dunkin’ in the past because the drive-thru service used to be painfully slow—every visit felt like a long wait just to place an order. Thankfully, I’ve noticed real improvement lately. The team seems to be moving quicker and handling orders more smoothly than before, which is great to see.

While the service still isn’t the fastest compared to other locations, it’s clearly headed in the right direction. The staff are more attentive, and the overall experience feels more efficient than it used to be. Coffee quality is standard Dunkin’—nothing out of the ordinary—but the progress on service is what stands out most.

Right now, I’d give them 3 stars because there’s still some room to grow, but if they keep up this positive momentum, I can easily see this becoming a solid 4-star...

Worst Dunkin' in the area, avoid at all costs.

Complaint List:

Constantly messed up drinks (just frothed milk).

Ordering online for drivethru pick up then being told at pickup window, please pull around the side, and we will bring it out. (What's the point of that?)

Ordering online for in store pickup is just as much of a joke. You order online so you can go inside and pick your drink up from the pickup area, but there are no drinks. You still have to go to the register and let them know who you are, and then they will start making your drink.

Seems most employees are not on the same page. (If you have been to any other Dunkin' you would know.)

Conclusion:

I would recommend driving a bit further to the Dunkin' on 9221 River Road in Marcy it is like a 10 minute drive, but it is...