Dunkin' — Restaurant in Florida

Normally I’m not one to complain but this was rediculous! Mind you I am currently working and I only had time to go through a drive thru fast food restaurant. I’m sitting there at the drive thru intercom for 5 minutes waiting for someone to say something while I’m asking if anyone can hear me. I could hear everything in the background so I figured they must have just been busy and they’ll come to me if I pull up to the window. I sit there for 10 minutes waiting at the window, people running back and forth. Ok they must be busy obviously. So I asked a guy that was walking back and forth if anyone was working the window and he told me to hold on and walked away. I sat there for another 5 minutes and saw him again and asked him if I should leave and he then asked me what I wanted for my order. So I told him my order and sat there waiting another 5 minutes thinking I might finally get my order. The lady working on the inside customers yelled across the restaurant telling me I have to come inside and order. I explained that he took my order already and that I’ve been waiting and she said “oh im sure he forgot your order by now.” WHAT?? Not only did I sit there forever, but I also thought this was very rude. No apology or explanation. Like I said I don’t complain EVER. But this is definitely the worst customer service I have ever had at a fast food restaurant along with TERRIBLE communication. I wouldn’t have felt this way if they would have just communicated with me in general. I get it can get busy in the mornings but this was not the way to go about it. Especially with so many people in line behind me. I was one of those people as well waiting in line for awhile waiting on the people in front of me....

I never ever leave bad reviews because I know how bad it can harm a company however, the experience the customer has inside an establishment is #1 and who you hire represents your company. I went into this dunkin (usually a drive thru person) because my daughter wanted donuts. Honestly, I go to Starbucks and will never return to this dunkin ever. Service was as if I was bothering her or messing up her day because I wanted to order something. I asked for something unusual apparently because I was instantly told I couldn’t have it. When I know they are a place that sells stuff so it can be done the person was just too lazy and had too much attitude to even think about how she could do it for me. After I was instantly told nope can’t do it I cannot sell you munchkins in a cup I asked why this was so hard to understand? All the Dunkin’s I have been to in the past have little cups of munchkins ready to go in the mornings and they are quick little treats to grab and perfect for quick sales too! Not sure why this dunkin refuses but I got sold the cup for .50 and then the 10 munchkins to which she refused to put them in a cup she put them in a bag and then handed it to me. So I had to put it all in the cup with the lid. Look I don’t mind paying the .50. That’s not what bothered me it was the fact that I asked for a simple adjustment to a normal order. It’s not that hard and if she was just a little bit more kind and had a touch more humility she would’ve seen it wasn’t that hard or much of a request. NEVER going to this viera dunkin again....

This review is cumulative from my weekly visits throughout the school year. We order on the mobile app and submit the order about 15-20 minutes before we expect to arrive at the store. Without fail, every week, either our order is not ready and we have to wait, our order is wrong and has to be remade (often have to point out what was wrong) or a machine is down and we have to substitute something else. Today we placed our mobile order for 1 sandwich, 1 water, and another order for a drink (when it is all ordered at the same time the drink is always watered down from the ice melting). We arrived 15 minutes later. Nothing had been made- in fact nobody had gotten any of the mobile orders started and I think I heard someone ask if the mobile machine had even been turned on. I spoke to a manager when the frozen hot chocolate machine was down for 4 weeks in a row and he assured me that it was working- yet it was “broken” the next week. This location is super busy and I could understand if this type of error occurred infrequently- but considering we visit this store a minimum of once a week, the number of errors is ridiculous. Unfortunately there are limited options in Viera right now, but I am about done with this store and will be going...