Dunkin' — Restaurant in Cumberland

I have been a daily customer for over 5 years (for the past two years I usually go through the drive-thru about 2:30 before work) - the last few months there has been such a decline in service I'm about to drive a little further out of my way if it means better service.

I would like to say first that the customer service is very good - with exception of being ignored when I go inside.

For the last few months, the wait times are 3-4x longer. I used to be in line and see the full line (about 4-5 cars) diminish in less than 4 minutes. Now I have to look at the drive-thru quickly before I pull in because I have been late for work having sat in line for 19 MINUTES (4 cars in front of me). And when I really needed a coffee, I went inside to order. The first time I was the only customer in the entire store and I wasn't greeted for over 5 minutes (I went in to CUT my wait time in the drive-thru). The second time I had an elderly man order a small black hot coffee which took about the same amount of time to come out. Then the server walked away and came back a few minutes later to take my order. (I worked at Dunkin years ago, and if I was waiting for the hot coffee to brew so I could serve that customer I continued through the line.) Going inside has not cut the wait time whatsoever.

On top of the horrid wait times there is the problem of getting the wrong coffee almost every time. I used to drive to the speaker and the young guy read me my order before I even spoke. My order is almost always the same!

LARGE COLD BREW CARAMEL (or Pumpkin while in-season) SWIRL REGULAR CREAM & SUGAR

This has been the last 2 weeks:

10/2: LG cold brew with skim (no swirl or sugar) 10/3: LG cold brew mocha with C&S 10/4: LG iced tea with some kind of swirl (assuming pumpkin) with C&S (I almost pulled over to vomit) 10/7: CORRECT ORDER 10/8: First got a LG hot then they remade correctly 10/10: LG iced coffee (not cold brew) with C&S 10/11: I switched my order to a LG latte pumpkin with whole milk and sugar; received a latte without swirl or sugar. 10/12: CORRECT ORDER 10/13: LG cold brew (no swirl) and C&S 10/14: CORRECT ORDER 10/15: Went around 7 p.m. tonight and received regular iced coffee and mocha.

Yes, I've been keeping a log lately on the screw-ups. I've grown very tired of paying a good amount of money and receiving the wrong order. I don't have time to turn around and wait (inside or outside) when I have already waited 10+ minutes in the drive-thru.

Among the lesser of the problems is how messy the cups come out. I'm almost afraid to get a coffee on days my uniform isn't dark-colored.

This location really needs to shape up because it has sunk...

I was horrified by my last 2 experiences. First one they didn't have anything my daughter wanted, I can see running out of a couple things but seriously they didn't have chocolate covered donuts, glazed donuts, glazed munchkin's, all chocolate munchkin's, blueberry muffins, and finally corn muffins. I was like , seriously this is Dunkin DONUTS right??? Things went down hill from there. The bathroom looked like a scene from some apocalyptic movie. Just totally trashed and smelled like "who did it and ran", then after sitting down for like ten minutes the young girl comes over to report that they were closing in 3 minutes and we would have to get a move on. It was, don't quote me but I think, either 1pm or 2pm I was like sheesh nothing like feeling unwelcomed. So we left. Then like the eternal optimist I am I went back a week later only to find a sad state of affairs. Poorly trained employees, the girl made my coffee wrong three times. So I wanted a small hit coffee extra extra. Not too confusing or overly detailed but maybe she was having a bad day. Hardly any donut flavor choices, and no munchkins at all. Management needs to be better here. I don't blame the employees at all. This is purely poor training and a not my problem attitude....

This will be the third and final installment of poorly reviewing this place. The wait today was excruciating the cars behind me laying on the horns that's how bad it was. I had words with the person at the register who was a cocky smug little jerk I told him I wasn't coming back to this location and he informed me how happy he was. I took my money back left the stuff behind I'm never going back to this location and neither should you unless you have all day to burn! Again not just me - the cars behind laying on the horn that says it all. The owner is absentee he could care less.

Just giving an update on this review from about a year ago - situation has not improved it still takes forever inexcusably so. They cannot move the line at the drive up to save their souls. I recommend not tipping if this happens to you.

If you have all day to sit there and wait while employees dilly-dally this is your place. This is the slowest Dunkin in the free world. And they're consistently slow. Worst employees, not rude but no interest in moving the...