Dunkin' — Restaurant in El Paso

My wife and I have visited this location many times, now. There are typically no problems when it's not busy. But if there are a lot of orders coming through, this team consistently gets overwhelmed and drops the ball on order accuracy and customer service. They will ask you to wait because they're busy, while they push out dozens of other orders after they just screwed up yours.

This morning, I ordered in the drive-through and received a wrong item. No big deal, things happen. I parked, went into the store, waited for a moment to bring up my problem, then was asked to "wait a minute". Fine, it's busy, I get that. A few minutes pass, so I raise up my receipt and bag and tell another staff member I received a wrong item. I get asked to wait again. I watched them put together maybe a couple dozen other orders as close to 10 minutes pass. At this point, I get terse with them, and raise my voice so the whole store can hear. I asked out loud, "Should I just go through the drive-through again?" They still have the inclination to ask me to wait some more and be patient because they're busy. I told them I've already waited once in the drive-through, and now I'm waiting again. At this point, they're either embarrassed or ticked off and just want me out of the store, so they ask what I want. Took about 15 seconds to give me the proper item that I ordered. Gee, that wasn't so difficult now, was it?

Making a customer wait and watch dozens of other orders go out after YOU screwed up is the worst failure in customer service! Don't do it! That is the one thing that absolutely ticks customers off, is causing FURTHER inconvenience after screwing up their orders. I'm a very laid-back guy. I promise I'm not a difficult customer, but lousy service and lack of common sense are absolutely frustrating.

We love Dunkin', and the Edgemere location is convenient to us, but we're seriously considering taking the few minutes longer drive to Yarbrough. They get just as, if not more, busy than the Edgemere location, but I've only had good experiences at Yarbrough for what... decades, now? I guess new doesn't always...

I my self would give this place more then 2 stars, due to every single time I go in I have no issues. As for my husband though every time he goes in there is always a issue. Today my husband went in for a dozen donuts and 20 munchkins. Like we do every other Sunday. When he got home one bite from 2 different ones and they tasted like they were a day or two old, hard, and stale. So I called. Now I don't normally call to complain, but whenever my husband goes either they mess up donut orders, or something always happens. Anyways I called, the lady I talked to was nice told me I can choose for new donuts, or a refund. I asked specifically if I needed to bring in the donuts cause 2 already had a bite out of them. She said no just come in and decide on a refund or new donuts. I told her my husband will be going and he will do that decision. When he got there she argued with him about how we were supposed to have the donuts, when she told me no. Anyways, another women was there and just gave us new once and was polite about it. They may be just donuts, but don't tell one person one thing and another the other. And sit and argue. I have been working customer service since I was 14 years old, and I know you don't do that. Argue with a customer. It's all about the comments you make, and the way you present your self. Thank you to the lady that stopped the argument, and just did something. To the other lady. Don't tell me to not bring them in and then argue with my husband about it. Cause if you would have told me I had to then he would have. There was no issue in that. Then there would have been no issue. Dunkin is my fav. Donut place but when your donuts are stale they are gross. And that's what these were. We aren't even going to eat the old ones cause they are so bad, so if you told us to bring them then we would have, but you didn't say that. Next time hear what you say, know what you say. So that way the customer knows and there will be know...

Today, May 13, 2023, I made a drive thru order. They were out of green tea (common for this location) so I waited at curbside for my drinks. Upon receiving our four drinks, order number 3610, support code 25551247, I found the drink marked large was a medium. I walked inside and asked the cashier to look at the label on the drink and tell me what is wrong, they couldn't figure it out on their own. So, I said "I paid for a large, the sticker says large, so I should have received a large". They agreed to fix my order. I sat in the dining area. What happens next surprised me, the manager approached me with the new drink refusing to hand it to me before sharing a piece of his mind. He says "you cannot talk to my employees that way". I said keep your drink, I do not need it and do you really think that was rough or harsh speech?". I decided to walk out and avoid this confrontation, for me it wasn't worth the extra hassle. THIS MANANGER followed me outside, continuing to talk down to me. He tried his best to provoke me to violence, I walked away but dang, how can DUNKIN keep this guy employed. I will not give me money to this store or any store I find him working. Now, I have read the other reviews concerning managers and believe I experienced the same unprofessionalism and rudeness as others. I paid for a large drink and left with a medium to avoid a physical altercation as his stance and continued badgering as I walked away is the most unprofessional behavior I have ever experienced from a business as a paying customer. I wish I could rate this store a...