Dunkin' — Restaurant in Elgin

The stream of 1 star reviews over the last year don’t lie. I love Dunkin’, but I despise this location. Dunkin just does coffee, donuts, and Turbo-Chef food, but this store can’t manage it. It’s so poorly operated and the staff doesn’t care because the owners and manager don’t care. The location is franchised, and Dunkin’ franchising doesn’t care how bad the service delivery is, either.

Today they failed to get my mobile order prepared, left me waiting 18 minutes, didn’t make the drink correctly, and after finally getting everything knowing they messed up not one person apologized. Asked to speak to the manager, was pointed to an African American gentleman who epitomized the overall attitude of the four staff there. He didn’t care, and said they are short staffed, and doing their best. No apology or offer to make it right. They served three cars total and one door dash guy in the entire 18 minutes I was there with four staff members. It was a service failure having nothing to do with staffing levels.

If you read the reviews you can see this is the way they do business at this location. I love the product and that’s what keeps these poor Dunkin locations open with their bad service because we put up with it because we want the product. No one truly holds these owners accountable for service, as Dunkin obviously doesn’t care. They stopped responding to all the bad reviews even. They haven’t fixed this place in years. As for me, I’ve spent my last dollar with Dunkin after dealing with this manager today. All you had to do is accept some fault, apologize, and offer to make it right. It’s sad when you want to be a customer more than the business...

These guys rarely get my order right. And whenever I get a croissant sandwich the croissant is barely warm. The last one I ordered, the bacon was undercooked. There are a couple of people there that are really nice but a few of them could use an attitude adjustment. Morning manager/shift lead is not very friendly she always seems to be in a bad mood. The owner of this place needs to come in and get them in to shape. One time I went, they were out of medium cups and they put frozen cool whip on top of my latte instead of whip cream. They could have told me they were out of whip cream. Frozen cool whip? Yuck. Come on guys, your location is so convenient for me, please get your $h!t together!

Update: They were out of the sandwich I wanted on my next two visits and on yet another visit they were out of caramel flavoring. I give up, I think I am officially done with this location and will try the one on...

My parents recently visited this location and ordered two iced coffees—one mocha with creamer and one vanilla with creamer. When they received their drinks, they noticed that neither had creamer in them. They politely informed the employee working at the time, a heavier-set white woman, about the issue. Instead of addressing their concern professionally, the employee responded with a rude and defensive attitude. She refused to either remake the drinks, add creamer, or issue a refund. Her behavior was dismissive, unhelpful, and completely inappropriate for someone working in a customer-facing role. It’s unacceptable for paying customers to be treated this way. If someone cannot handle basic customer service responsibilities without being disrespectful, they should not be working in this position. We urge management to address this situation seriously, as it reflects very poorly on...