Dunkin' — Restaurant in East Petersburg

Wish I could rate the service, but I was never even acknowledged—let alone served. I went inside to order because the drive-thru line was long, thinking it might be quicker. I stood at the register for 5–10 minutes while an employee, clearly in view, stocked donuts behind the counter. She definitely saw me but made no effort to acknowledge me, avoided eye contact, and didn’t say a single word—not even a simple, “Someone will be with you shortly.” I’m very understanding, especially when it comes to the food industry (I’ve worked in customer service myself), but this felt intentionally dismissive. After standing there far too long—and after other customers started lining up behind me—another customer behind me asked if I had been helped yet. I said, “No, I haven’t even been acknowledged,” and walked out. Back in the car, my partner told me the drive-thru hadn’t moved either. I’m not sure what’s going on at this location, but the customer service was truly disappointing. Being busy is one thing, but ignoring customers is unacceptable. I would’ve happily waited if someone had just acknowledged me or let me know there was a delay. This experience led me to check the reviews—which I rarely do—and I saw that multiple others have described this exact same situation in recent months. Clearly, this isn’t a one-off issue. As a long-time Dunkin’ customer, this visit left a bad taste. I ended up going to...

For the most part my drink has always been decent. I've been going to this location for over 6 years and the turnover rate is crazy. Within the past year, things have been going downhill. Everything that everyone has mentioned - the drive-thru wait, wrong orders, no acknowledgement for the customers - it's been exactly that. There was one morning, they closed the front door with no sign and the drive through was backed up for an hour. I had already paid for my drink through mobile, went to work, and came back to pick it up and I still had to wait in the drive through since the front door was locked. Today's experience, it was about 10 minutes until I got to there and my drink wasn't ready, there were no cars. The girl said, as I walked in, "are you looking for something?" I said I had a mobile order, she said nothing came through; her and another guy looked and there it was. She grabbed a cup, made my drink, handed it to the guy to give to me and said ABSOLUTELY NOTHING. He at least, wished me a good day and told her what my drink was. I've also waited 20 minutes for a sandwich, only to find out that they ran out anyway. This was the only decent location around since the other locations are even...

I have honestly never experienced such a disorganized and frustrating drive-through. I pulled up first in line and waited 10–15 minutes just to place my order. When I first spoke to the speaker, they asked if I had a mobile order — I said no — and they told me they’d be with me “in a second.” After almost 10 minutes of waiting, with about 10 cars now behind me, I said “hello??”, and they repeated “we’ll be with you in a second.”

A couple minutes later, they asked AGAIN if I had a mobile order, I said no, and they once more said “we’ll be with you in a second.” At this point I was so frustrated that I said “you told me that 10 minutes ago.”

Then, what really frustrated me, was two workers got on the mic at the same time and repeated the same line, “well we will be with you in a second.” On top of that, I never received a single apology for the long wait or the confusion.

A few minutes later, I finally got to place my order and left shortly after, but this was absolutely ridiculous. The lack of organization, communication, and basic customer courtesy made the entire experience a nightmare.

Dunkin’, please do better — customers should not have to wait this long, especially when you’re...