Dunkin' — Restaurant in Englewood

Awful experience. Called around 9 this morning to try and contact the GM, as I was told there is no other way to get a hold of them. No business number, name or E-mail was provided to me when I asked for them. I was told I would receive a call back around 11 am, and as it is now after noon I am leaving this review in hopes to get the GM's or whoever is in charge of this store's operations attention. It is unreal to me how difficult this has been to simply provide customer feedback on a bad experience, in all it's made the bad experience even worse. I wouldn't advise anyone go to this Dunkin' location, as I've heard nothing but bad since it opened. I personally was extremely excited to have a location so close to home, but after 4 trips through and either getting something that wasn't what I ordered, being made to wait almost 8 minutes at the 3rd window only for the employees to come and ask, "What exactly is it we have you waiting on?", all the way to having the employees actually cash out my order, pull me up to the third window and wait for several minutes only to then come up and tell me they actually don't have the product to make the requested drink. I understand things happen, but not every single day. Out of 5 trips to this location, I have been disappointed in my service every single time. If anybody in upper management wants to contact me and atleast try to address some of these issues I've listed, I will be more than happy to have a conversation about this, as Ive not listed some of the more unprofessional behavior displayed by your staff and would love for somebody who can address their workers...

Before I begin, I would easily give 5/5 stars to the morning crew. Despite being busy in the lobby/drive thru, all the workers are quick and the drinks taste good. However, this complaint is directed towards the evening. After numerous visits in the evening, I’m highly disappointed in how I am treated by a specific worker that I see often around 3:30 PM. It doesn’t matter if you’re friendly. She never smiles and starts off by saying in a nasty tone, “what do you want” instead of saying “hello” or “what can I get for you?”. On top of that, I have never once received a drink from her that was made correctly. If I asked for extra ice to keep my COLD drink from tasting room temperature, I’m handed a drink with 6 ice cubes floating at the top. If I ask for sugar, you can tell none was added and the drink tastes bitter. If I asked for a seasonal drink that is ON the ordering screen, I’m rung up for something else because she doesn’t know what it is (and before I can comment that it is incorrect, the window is immediately slammed). It doesn’t matter if I order on the app or in the drive thru, I have never ordered a drink from her that tasted how it should (yet, every other dunkin I’ve been to has made my order correctly). To the management of this location, please reevaluate who you hire in the evening. I’ve talked to multiple other people who have the same experience as I do and are getting fed up. Impressions matter. If you can’t handle customer service, do not attempt to get a job in customer service and take your negativity out...

I've been noticing a trend with the Dunkin Donuts in Englewood Ohio. When they do not have something I want in stock and I'm not interested in anything else, they claim that they will refund me but of the three times it's happened, I have not received a single penny back nor my goods.

Just today a similar issue happened. I ordered a latte and when I went to pick it up they had a piece of computer paper up saying that their espresso machine was down. I was offered an iced coffee instead. No worries, machines go down, but there is an obvious price difference. When I asked about it, I was told that they would handle it at the second window.

I show up and the girl at the window says "Oh the coffee was actually more so we're good." I respond "Oh then go ahead and charge my card the difference" which she says we are good. She was in fact lying, it is a $1.20 difference. While this cost is minimal, I do not appreciate being stolen from continually. I think l will just go back to supporting my local coffee shops instead, or one of the other chains who have not made it a habit to brush me off while stealing from me. Heck with Dutch Bros opening up a few minutes away that may be the new go to spot for drive...