Dunkin' — Restaurant in Crestview

I'm not sure what's up with the new management but I won't spend another dime here. If I want Dunkin that bad, I will drive to Fort Walton or Niceville. I usually order their specialty crossaint with extra bacon on it, or the big n toasted with extra bacon. With the old management, the order was usually always right, and if it wasn't, they had no issue making another. They have messed it up plenty of times within the past few weeks but I haven't had time to replace it because I usually get it on the way to work or something. This particular weekend, I ordered 4 sanwiches, all with extra bacon. We got home, there was 2 strips on each of them, and one of them had only half an egg. I called up there to explain the situation, and the manager said no problem he'll replace it, but asked me to bring it back up there. It made sense to me, so he could make sure we didn't eat it then call and lie to get more which is reasonable. I figured he just wanted the proof, and then was going to make us some more correctly. At first I wasn't going to be able to get them replaced until later on and I told the manager this. He said its fine, just hold onto them and bring them back whenever later on as long as it is before 9pm. Then about 15min later, my siblings said i can just get them while they get the baby changed and hopefully i will be back before they had to leave so i left to get them replaced. They handed the bag back and when we got home, my brother opened the sandwich because he was curious about how cold it was, and we realized it was the exact same sanwich. They literally just threw the new bacon on there and rewrapped it. We know because there was still hotsauce stained on the backside of the egg where I was about to eat it anyways because they thought they threw the receipt away, and then found it as the hotsauce hit the sanwich. On top of that, I noticed the same half piece of egg on the sanwich, now with its mate piece. It fit like a puzzle piece. It made me wonder, where had that half piece of egg been the whole time? Was that at the top of the trash or just sitting out by the edge of the grill ans you threw it back on my sandwich? What if my siblings didn't want to risk being late and we wouldn't have been able to come back for at least 4 hours as initially expected? Would you have still given us those cold sandwiches back? Either way it was about 45min total before we were able to get them back uo there... Was it that big of an issue for you to make new ones? You couldn't have at least tried to reheat the other 2? I feel like he tried ti be slick, or just didn't care. Either way, I feel disrespected as a customer. It's the principle.

I'm not trying to sound ridiculous but that is poor customer service and I spend too much with yall to deal with that. I spent about $1700 total at that particular Dunkin last year, and about $1100 so far this year and they won't get another penny out of me till this management is gone. I was already ignoring how often my orders were getting messed up but i'll be damned if I'm going to keep taking the short stick, and keep coming to you when you actually had the opportunity to correct the mistakes made. At some point, you have to ask how would you feel about somebody handling you that way as a paying customer. I assure you that you wouldn't be okay with it, especially if you were already working with them through growing pains. I hope it was worth it though.

And the only reasons this is getting 2 stars instead of one is because the other people there, especially some of the older faces are really nice people and I know they actually give a sh*t unlike the new morning...

If there was a "no star" rating, that's what it would be. As a long time resident of Crestview, I was excited for the addition of Dunkin. Over the last year or two, it has been in a steady decline. On Saturday, September 4th, I had the worst experience I have ever had in any customer service environment. They were busy no doubt. The line to the drive thru was at a stand still so after seeing customers go in and out, I decided to park and go in myself. There was one customer in front of me purchasing a dozen donuts and the employee was complaining out loud about other customers. Not directed at him, but just out loud. When it was my turn my intent was to purchase 3 Boston cream donuts, a cinnamon donut, and an apple fritter. No problem. I saw the Boston cream and asked for 3, then I asked for a Pumpkin filled and cinnamon. She said we don't have pumpkin filled and all I said was that the label next to the Boston cream said Pumpkin filled. Staring directly at me she said, "No it doesn't." I said yes it does, I'm reading it right behind you. Her attitude became argumentative and in her reply she says, "I don't have time for this." I turned to the manager who was now laughing. I did become irritated. I said to the manager, "You're laughing at me?" In return she called me rude and continued to laugh. Yes, she pulled her mask down during the exchange. I asked if we could just start over and the employee would not let it go. She kept saying, "You said, you said...and I again asked several times if we could just start over. She said fine, what do you want. I went ahead with my order of 3 Boston Cream donuts, a cinnamon donut and an apple fritter. Using the same bag she adds some type of cinnamon donut I never heard of before and another Boston cream and hands me the bag. I said what did you put in the bag and she said what you asked for. The manager was tucked up against the counter laughing. I became very frustrated after looking in the bag and not seeing what I asked for. When I asked for the apple fritter, she said I never asked for one, I asked for a cinnamon something. Then she said since I touched the donuts, which I did not, I was going to have to pay for them. I just walked out. Never have I been treated so poorly. If there are cameras in the building, the owner can take a look and at least observe the body language and see for themselves how their Saturday morning crew deals...

I typically go to Dunkin Donuts every weekend to get a couple of donuts and some coffee. I've been to every D&D in the area and this location on Ferdon is by far the worst. Today's trip was just the icing on the cake I suppose. I should've known better than to go back and give them another shot. A few weeks ago I walked in on a Sunday morning and they were out of just about every donut except plain donuts. Today I went there at 8:30 - again that's 8:30am on a Saturday morning and they're out of Boston Cream and Blueberry Cake. How are you out of Boston Cream on a Saturday morning, isn't your HQ based out of MA? That's ironic. So obviously being out of supplies is management issue, but that doesn't give the girl that took my order an excuse to have such awful customer service. After I finished telling her my order I had to repeat it again because she wasn't near a register, I'm assuming, to put it in. Then I get to the window and my order looks like the pictures below, just thrown in a bag. If anyone who reads this has been to other locations, typically for the smaller orders of donuts they have a container that perfectly fits two donuts and little cups with plastic lids to put munchkins in. They aren't typically thrown in a bag carelessly like this. Then after I paid and she gave me my card back she didn't say anything. So I politely asked for a receipt. I thought it was assumed that you always offer the customer a receipt unless they say otherwise. I personally don't think they had the receipt printer running all morning yet because she had such an issue getting me a receipt. She ran over to two registers, then I heard her complaining to another co worker or manager that the receipt wasn't printing and kind of had an attitude about it. Then when she finally did get me my receipt she handed it to me without saying anything, then "I" said "Thank you!" and she just walked away. Needless to say, I won't be going to this location anymore and if I could give it less than a one star...