Dunkin' — Restaurant in El Paso

WORST EXPERIENCE EVER. I placed a drive-thru order. My order was a Medium, iced coffee (original blend, this was specified) with oat milk only. When the guy, Jimmy, manning the window told me the price to be paid, I thought it was a little high so I checked the receipt when he hands it to me with my card. I was charged for 1 Lg Hot Orig Cof with 3 creamers and 1 Apple Fritter. I tell him I did not order anything listed in the receipt. He gets the manager to give me a refund and then she takes my order, all the while yelling back to Jimmy about how to properly man the window and that she can’t keep doing refunds. I give the same order. My receipt showed 1 Lg Hot Orig Cof, but there’s no one at the window to tell.

A different young lady brings me a large HOT coffee, which is not what I ordered but is what’s on the receipt. I tell her that’s not what I ordered and repeat my order. She rolls her eyes and goes back to the other team members.

Mind you, window is left open for my entire stay, so I hear everything that is said between the staff. They speak in Spanish among themselves, which could be viewed as hostile for someone who only speaks English since they’re scolding each other. Luckily, I speak fluent Spanish as well.

A gentleman eventually semi-approached the window and hollers to the rest of the team to watch the window. A different young lady returns with a large hot coffee again. I tell her that this is not what I ordered and repeat my order and tell her that this hot large coffee is fine and to forget about it. She tells me she was told to make this. She looks down at the counter by the window that can’t be seen from the window and pulls out an iced coffee. She tells me she has a large iced coffee that she also made but was told that was wrong and she asks if I want it. I decline and she tells me they’re just going to throw it away. I said that was fine and I left. I did not trust any of the staff at that point to make a proper drink and to not retaliate with the drink. I did not watch her...

Service here is absolutely terrible! I went in the drive through yesterday and ordered an oat milk shaken espresso OATMILK! They made it with milk, it even said milk on the drink ticket on the cup. I am lactose intolerant and cannot drink that. I had my friend go in to ask for a remake (I’m not very nice when this happens) and they refused saying “oh well we made it with oat milk” (keep in mind it says milk on the drink ticket) and then sent her back out. So I went in, and had to say that I was lactose and that drinking that would physically hurt me and make me sick before they remade it. Terrible service !!! I’ve done both retail and food service management and this store lacks basic customer service skills !! On more than one occasion they have messed up my order. They also are constantly out of stock of things! They also do not clean their machines regularly, I order a mango pineapple refresher with green tea last week and when I went to take a sip I could by the taste that there was most definitely mold in their machine/spout! And when I went back to say something I was told 5 other people had the same exact complaint!!! Corporate and the general manger need to take a good hard look at this store and its employees, absolutely terrible!!!

Edit to add: this was at 8pm on...

I gave it a two star because I grew up going to this location the one here in El Paso on yarbrough street. Back in my time as a kid and teenage years my dad would take us and we loved the donuts with a carton milk. I now live in Denve, CO and a Dunkin Donuts was built closed to where I live on Tower Rd and Green Valley Ranch street. I always get a coffee and once in a while an apple fritter because the donuts are no longer the same o I don't eat your donuts. And, I am there every day of the week. But yesterday I took my father because my brother told me that the donuts were still the same as when we were kids. I go andmy brother was right, o was taken to my childhood days. But, I left I was going to take a dozen donuts to my family because my mom had surgery. I am the second person in line, the person taking the order is having a conversation with the person in front of me and people are starting to get in line, long story short, I was there waiting about 15 minutes without being acknowledge because the dumb customer wanted four old fashioned donuts with chocolate on top and we also had to wait for that....