Dunkin' — Restaurant in Concord

I want to start this review by saying I’ve worked these drive thrus before. I’m VERY sensitive to how I speak to drive thru people (or any customer service person).

I was so excited to try the new chocolate caramel cold brew. I received my drink and noticed right away milk was added. I asked the employee if it was supposed to as cold brew doesn’t come with milk unless you ask. I instantly got the most unnecessary rude response and trusted what he said and drove away

I confirmed with some family (Dunkin franchisees in another state) and they said I was 100% right. So I circled around the drive thru and asked if it could be remade. I’d also like to note I was the only customer

I then in the NICEST way possible (I never want to be the customer they hate) suggested he check the training info one more time just to confirm he’s correct (he’s not)

The drive thru employee response was shockingly rude. After asking twice he agreed to remake the drink. He handed it back to me with half the amount of cold foam as before with most of it covering the top of the lid like a mess. I thanked him again and let him know how much I appreciated him remaking it for me without milk

I drove away and took a sip. He didn’t add the chocolate caramel syrup. At this point I was just so disappointed and didn’t want to make any more of an issue out of it. So I drove up to exit 20 (my usual store of choice) and spent another $4 on a new one. It was absolute perfection and they are always so nice. I’ve never received an incorrect drink from them.

Glad I got to try the new cold brew after 50 minutes of driving all over and $8 for 1 drinkable...

I tried to place an order through the drive thru for a frozen coffee at 7:45pm (1 hour and 15 minutes before closing). I knew as soon as I pulled up and saw the unprofessional handwritten note (picture attached) I was going to get weak service. What I wasn’t expecting was to be REFUSED service because “my machine is down” - the employee informed me upon trying to place my order through the drive thru. I asked “awww really?” The employee replied with attitude in their voice “yes really.” I pulled around and parked, download the Dunkin App, placed an order for the drink I was just refused, walk in, and received my order. First off, the employees attitude was just as bad upon walking into the store as it was in the drive thru. Secondly, I feel discriminated against, the employee only felt like serving me once the order was paid through the app where they could not see me on their drive thru camera. Extremely disappointing that the adult in charge of running this business and closing this store every night would refuse service to a customer solely becos it was in their power at the time - no other employee was around to encourage them to do right..

Sadly this has only gotten worse since I’ve been going to this Dunkin. The morning/afternoon staff can do their job competently,but for whatever reason the manager of this location finds it acceptable to only have one employee on staff for the closing shift. Frankly, I find that despicable. Do...

Waited with my friend at the speaker for 15 minutes she placed an online order for pickup. No one tended to us at the speaker. Drove to the drive thru and her coffee was sitting at the window with no person to great us or hand us the coffee left it in the drive thru as if she was a dog. That is not customer service and we both have worked in customer service for years. There is no reason why she should be getting pour customer service because she's a well known customer. Because she is a well known customer you would think they would treat her orders with respect. This is the second time this has happened to her with the same closer at this location wearing no name tag and wearing glasses who ever this person is needs to be spoken to for her service. My friend went inside to find out what's going on why her coffee was sitting at the window and not acknowledged at the speaker it was total silence. The person didn't explain why she does that to her order handed my friend her coffee from the drive thru window and when my friend came back to the car with her coffee and tasted it. The coffee was made wrong so she placed it back in the drive thru window the same as the Dunks rep left it. I have never seen such poor customer service from Dunks before when she spends alot of money there. To treat a person who drink 5+ cups a day is...