Dunkin' — Restaurant in Florida

We are big Dunkin fans; but on this visit we are critics. We both used our independent apps to order ahead. Both orders were for drinks, a hot latte and a cold passion fruit refresher. Our critique is not with the beverages themselves but the service and set up of this store. This was not our first visit but may be the last to this location. Let us give you details. First, on many prior occasions when we don’t order ahead, we walk into the store and literally have to yell to the back of the store to get any help at all. You can stand by the counter but the employees are usually in the back of the store not in sight and often not in sight of even their drive thru window. In addition to feeling a little silly because you have to yell, either management doesn’t seem to ever have enough staff to handle the volume, or the staff just doesn’t have the skill to handle customer flow. This should set the stage for today’s visit. We ordered ahead through the app and 6 minutes later are standing in the store with not 1 order completed. No employee was at the front of the store but both employees were visible. It was evident that they were waiting on customers. Of course, the person at the counter was not yet waited on because the only people being helped were at the drive thru. There was no acknowledgement to the waiting customers (Hello, we’ll be right with you. Thank you for your patience) or ourselves. After 10 minutes of waiting we were both finally served. And yes, the customer at the counter ordered after us and got her drink first (why did we pre-order through the app?). The hot latte came and it was only filled ¾ of the way. It’s like ordering a smaller size and paying for a bigger size. Then we asked for a receipt and was told that the receipts can’t be looked up because it was a while ago that the order was placed. Well, duh. Why wasn’t the receipt printed for us as usual? The receipt is where you are given the opportunity to do a survey and essentially review the visit. Was that a tell right there that nobody wanted to take a chance on a poor review? Clearly this was not a pleasant visit. As all of us prefer excellent service at all times, it is ok to have good service. It is not ok to have poor service. We lay the blame here on both management and their training. We will choose a different Dunkin location just a bit further for us in the future and hope that this review aids others in their choice of...

Last week I was in the 7-11, and there was nobody at the Dunkin counter, so, I ordered a cup of coffee. Paid, and stepped aside. Instead of filling my order, the girl took the next lady's order, which included her hand picking out her mix of donuts, then had her step aside. She was about to take the next guys order, when I asked if she could simply fill my coffee order, because I had to get to work. I mean, I've now been waiting about 5 minutes, and if she has time pick out donuts, she has time to fill a cup, which takes far less time. She did, but I could tell by the look on her face she didn't want to. Then today, I went through the drive through. There was one car ahead of me. Again, all I ordered was a cup of coffee. Took a long time to get the order out for the car ahead of me, then I get to the window, and nobody is there. Two other empyees look at me, but turn away. A girl comes to the window to drop of boxes of donuts and a drink...but leaves. Then, a young girl comes to the window with two drinks in hand. Finally, I think I'll get my coffee. She sets them down, while talking to an older lady employee who was following her and talking intently. The girl finally turns to hand me my coffee and take my money, turns away, only to finish her conversation with the older woman, who, by her expressions was full of drama. She's listening to her, while just holding my money in her hand, not even competing the transaction on the register as she talks. I finally ask, can I please get my change so I can be on my way to work? She gives me a dirty look, and proceeds to take an exaggerated amount of time to count out the change. I'm done with dunkin until they can hire decent staff and managers. I don't have all day to wait in line while these terrible emoyees could care less about...

I don't normally post reviews but the service I received today and how I heard one of the employees talk is unacceptable for a business. First, I ordered M dark roast w/ French vanilla light and sweet. A everything bagel toasted w/ cream cheese and a Boston cream. When I get to the window it took the lady at least 2mins to take my card. While I was waiting for her to take my payment the young guy with short dark hair who was taking the drive through orders was mocking one of the past customers on how he PURPOSELY messed up her order because she "pissed him off" after she paid extra for bacon, he gave her half a pixel of bacon. Now I'm not kidding when I say this conversation was happening while I was waiting for my order. After the girl finally took my payment she asked me at least 3 times what kind of doughnut and I had to ask twice for extra sugar. When I tasted my coffee it was like warm, like it's been sitting out all day and they didn't bother to make a new batch. It was NOT dark roast and no French vanilla flavoring. My bagel was also burnt. This isn't the first time they've messed up my order or the first time one of their employees has been rude. Whoever the store manager is or the owner you need to rehire new employees and take initiative...