Dunkin' — Restaurant in East Cocalico Township

I arrived at 40 after the hour. I stood in the lobby for five minutes, hearing employees who were focused only on the drive-thru. I waited another 2-3 minutes and then called "Hello?" a few times, to no avail. Then the male employee came to the counter to look for something under it. I said hello and he jumped. He still had no idea I was there, so fixed was he on whatever he sought under the counter. I said that I'd been standing there for a while, waiting. He said that someone had called off/ called in for this shift. I can't remember if he said "sorry" or not. He tried to take my order but couldn't figure out how to do so because he couldn't locate the item I ordered. He yelled to the as-yet invisible but audible female employee: How do I find (item x)? She gave some guidance and he located it. About this time, an older woman (approx 75-80) entered. I hadn't paid yet. The male employee had just gotten the little sticker that goes on each person's cup printed. He had stuck it to his finger and was kind of waving around his hand as this older person started barking out her order of "I want one scoop of butter almond! If you don't have butter almond, I can take butter pecan!" He ended up sticking the sticker to who -knows-what because he never did locate it when he got around to making my beverage....but I'm getting ahead of myself. At this point, instead of telling this woman, "I'll be right with you" or "please be patient... We're shorthanded just now" or something like that, he went directly to the ice cream cases and started looking for her specified flavors. He lifted lids and mumbled various names to himself. He ended up yelling to the invisible woman at the drive thru"Do we have butter almond??" Now she appeared to come and (I kid you not) and read off every. single. flavor name. Meanwhile I stood there, waiting. He finally found a flavor she wanted. Then the search for a scoop began. It was located in the sink. He had to wash it (it was in the bottom of the sink) and then, if course, rinse it. Finally he scooped her preferred variety and handed her the little bowl. At this point, since she was proffering a $5 Bill, I turned to her and asked, "Ma'am, do you think that it would be all right if he went ahead and prepared my drink while you stand here for a moment and begin enjoying your frozen treat, since my order was actually ahead of yours?" She had the good grace to look slightly embarrassed and said that would be fine. What did the employee do? Duh! He rang up her order instead of making my drink. I commented that I really felt slighted. First, I'd stood there for a while, then I'd had to wait while he figured out what to do to make the transaction occur on the cash register. Then he'd taken the customer after me, including ringing her up after I'd given him an out, so to speak. He hunted around all over all areas for the sticker with my drink's specs. Gone. Couldn't find it anywhere. I had to repeat my order. He never did put in the one ingredient. It will be a loooong time before I return. It's a shame that soooo much attention is paid to the drive - thru. It's also a shame that employees are not taught properly how to ring up customers and how to address customers like the woman behind me who ended up being the woman in front of me. Just unreal. Too bad DD product is so good ... Their service isn't. I finally got out of the Dunkin' at 57 after the hour. I should not have had to be there for 17 min to get a...

WOW! Wish I could give a zero. If anyone in management wants to read this you may find it interesting. Get back to me if you would like to talk. Today @ 10:15.

Set UP: After looking on their display for decaf and not finding any I stood in a very slow moving line to request same. ME: "Hi. I need two bags of Decaf. You didn't have any on the shelf." Clerk #1: Leans over counter and looks for herself. So clearly she though there 'should' be some. Finding none, "I can't sell you anyway. The computers are down." ME: How long will it be? Clerk #2 Appears: "Our computers are down and we won't be able to sell you anything for about 10 Minutes. Feel free to wait." ME: Could you check in back for the coffee. I will pay you exact change. Clerk #1: Goes to check.

Waiting...........

In the meantime I overhear the person trouble shooting the computer problems with someone remote. sounds like a bigger problem than "10 minutes".

Clerk #2: "She's having a hard time finding it. We receive a lot of stuff."

Other people come in. Same treatment. Clerk #2: "Our computers are down. We can't sell you anything. It will be about 10 minutes."

It's been at least 5 minutes since she gave me the same information.

In the meantime more people have come in. They were informed and walked out in disgust. Clerk #2: Calling out to the retreating customer, "Its not our fault."

Clerk #1 Finally comes back: "Sorry we don't have any in back."

This whole episode was laughably amazing. Walmart carry's over 140,000+ items in their super stores. Have they ever been out of decaf (or other things). Of course. Like I said they have hundred's of thousands of items. But dunkin built their brand on Coffee and Donuts. They carry a few hundred items. Being out of anykind of coffee would be like Walmart being out of ALL bread, all milk, all eggs and NO sporting goods.

What was amazing to me was the lack of any creativity in care for their customers. And this would start from the top down. How about "Here's a small coffee while you wait." One website about Dunkin states that the actual cost is about .15. Or even a "munchkin" Probably even less actual cost.

It's really kind of sad when businesses say they can't find help. But then (at least in this case) don't trin them very well. Like I said AMAZING!

I won't be coming here again! Not worthy of my time.

Note to all: They have their donuts shipped in everday. They are old before they...

If I could give 0 stars... I would. This location Is a Dunkin donuts but it is also a Baskin-Robbins. We initially stopped to get ice cream. We wanted the special that was advertised on the TV screen. We were told that they never got the flavor of the month nor did they get the Hershey kisses so we could not get that particular Sundae. That would be fine if they would have compensated us in some way by serving us with clean spoons not just twice but a third time getting us a spoon that was very disgusting. I can't imagine going through the drive-thru and them shoving one of those dirty spoons into someone's ice cream. Ugh. And the service was bad as we were the only ones in there at one point and we just stood there while the employees rattled around for the drive thru customers. Once we finally had ice cream and 2 clean spoons... We went to sit and every table was dirty in some way with trash or never wiped down. I cleaned my own table and sat to eat. The brownie sundae was made terribly and was definitely not a warm brownie as described on the menu. If you can bypass this location I would definitely recommend driving by and looking for...