Dunkin' — Restaurant in Davie

Subject: Disabled and appalled To Whom It May Concern,

My name is Jasmine, and I reside in the Davie, FL area. I recently became a huge Dunkin’ fan, especially after trying the s’mores doughnut. Ever since, I haven’t been able to get enough. After leaving an oncology appointment—since I’m currently battling breast cancer—I often feel the urge to treat myself to a box of doughnuts from Dunkin’.

On my way home, just off the highway, there's a Dunkin’ Donuts at 2895 Davie Rd., Davie, FL 33314. During a recent visit, I pulled into the drive-thru, only to find the screen blank and no response at the speaker. When I reached the window, a woman was there, and I asked about the price for half a dozen doughnuts and if the s’mores doughnut was available. Her response was abrupt, and to my disappointment, the doughnuts I wanted were unavailable.

I then asked if she could tell me about the available chocolate-flavored doughnuts, since the screen was down and I couldn’t see the options. Her reply was simply, “We have many.” When I asked again for more specifics, she suggested I come inside. I showed her my disability placard, explaining my mobility challenges due to my cancer treatment and the necessity of using the drive-thru. Despite this, she refused to assist me further and walked away from the window.

As someone who is going through a tough time health-wise, this experience was incredibly disheartening. I am not sure if this is how Dunkin’ Donuts generally treats customers, especially those with disabilities, but this is not the kind of customer service expected from such a beloved brand. As an active member of the breast cancer community, I plan to share my experience on my platforms, as I believe such issues should be addressed.

Thank you for taking the time to read this, and I hope steps are taken to ensure better service for all...

Ordered a simple black coffee with a flavor shot and sandwich. Sandwich came out in a reasonable amount of time. Waited patiently until two orders placed after mine were filled. Very calmly I asked if the drink was almost ready. When the young lady who was checking inquired, I clearly heard a male voice, who I believe was some type of manager based on his dress and the fact that I was referred to him later when I asked for a refund (explanation to come), say to her, "Stay in your lane!" So, it's NOT her lane to have good customer service, Mr Manager!?!

After growing impatient once two more orders placed after mine were filled, I asked for my receipt back, which they never gave me, and I was told I would have to ask said manager (or whoever he is). When I asked him he stated, with a grin on his partially masked face (meaning the mask was very effective in protecting his chin from COVID as he prepared various beverages for customers), "I'm making drinks, you'll have to wait." I asked would it be faster to wait for him to finish my drink or get my money back, then he repeated his previous statement tossing in a sarcastic "Sir" for added emphasis.

At this point in the story, I walked out without a drink or my money because I had to get my son to school... Now I'm back, sitting in the parking lot and typing up this little love letter (my sarcasm). TBC...

Originally, rated a 1 star... Improved to a 2 star based on the fact that the manager offered an apology along with several other employees. He also offered a valid explanation of the delay, which had he provided me with that earlier then I may not have been so disappointed with the customer service. Food...

I’m not sure who the African American woman was working the register on April 23 at 12:50 PM, but she clearly had a serious ego issue — something that’s honestly strange and unnecessary to experience as a customer, especially at a Dunkin’ Donuts.

I had just received the smallest sourdough sandwich I’ve ever gotten from any Dunkin’ (it looked like someone just chopped off the corners of the bread and called it a day). I politely showed it to her to ask if I could get a proper one. I had also been given a hot coffee instead of the iced one I ordered — so I brought that to her attention too.

Whatever mood she was in, instead of just helping, she told me, “Don’t talk to me that way. If you want me to fix something, you can ask me and I’ll fix it for you.” — which is exactly what I had done. When I told her, “No, I didn’t talk to you any type of way,” she called me rude. At that point, I just walked away with the wrong order because I don’t have the time or interest in arguing with someone acting like that behind a counter.

As I was walking out, she started loudly talking about me to her coworkers, which not only felt unprofessional but also made the environment uncomfortable for everyone else in line — though she seemed totally unaware of the effect she was having, which honestly says a lot.

At the end of the day, I’d rather save my energy for my career and patients than waste it on someone with zero self-awareness and no filter. Steer clear of this Dunkin’ if you can. I’ve never seen a grown adult act like this in a professional setting — really disappointing and genuinely uncomfortable...