Dunkin' — Restaurant in Florida

Hi, To Whom it May concern

I am a loyal Dunkin customer for over 20years. Today I visited a Dunkin I used to frequent regularly back in 1999-2001 when in Highschool at Land O Lakes High School. I currently have family still in the area I visit sporadically during holidays. Today I was unable to visit my local Dunkin due to being unprepared and having to charge my vehicle in Land O Lakes because my home charger malfunction. I just rearranged my plans and decided to charge my car in land o lakes and then go to the Dunkin down the street from my parents home ( home I grew up in) I ordered my regular drink medium Carmel Cold brew sun cream for almond milk with cold foam ( if you look up my Dunkin membership it’s on there multiple time sometimes 2 times a day ) and today the price was incorrect. The lady charged me 12cent for my Carmel swirls ( see attachment). I have ordered a Carmel cold brew with cold foam almost 100 times ; I have been told by staff a medium come with 3 Carmel swirl pumps and I always ask for ONLY 2 pumps and NO sugar. Today I was told the Carmel cold brew doesn’t come with Carmel swirls and I would have to be charged .6 cent for each pump. The money is not the situation here the lack of customer service is the woman taking my Order refused to listen to me explaining that she was over charging me and just continue to be extremely dismissive. When I asked for contact information for a member ( at that point all the staff was at the window) they adamantly told me Over and over there is no contact information they can give me I could only call the number on the receipt. As a black middle-age woman attempting to explain myself to these women and adamantly being dismissed it was embarrassing. I sharing this experience with you so hopefully there can be more opportunities for training and growth for these staff members. The employee also mentioned she was training a new staff and it was her 1st day which is concerning because the behavior and customer service that was model during my service...

What I got vs. what I ordered. My experience is much like a lot of the other poor reviews for this location. I usually opt not to go to this location because I have been to this location a few times and more often than not it is an awful experience. Most of the customer service is poor (one lady and it’s noticeable if she’s there) and rude. The lady taking the order refused to listen when I tried explaining a drink and what’s in it. She tried telling me what I was saying wasn’t in it. The gentleman at the window was much more understanding and polite. The lady that took my order still wouldn’t acknowledge what I was saying even when I pulled it up in front of her only he did even stating it’s the Crème. The only reason for two stars instead of one is because I called back and was told they will remake the order. When I arrived the original gentleman and another one were standing there. The new gentleman says, “What was wrong with it,” as I proceeded to explain he stopped listening within seconds. Immediately following this, a lady brings me the drink and she was polite and somewhat acknowledging my issue. At this time, there’s a group of least five people at/near the window. This “group effort” should’ve been put into listening to my concern and addressing it appropriately not trying to be dismissive/ passive aggressive. It’s a drink and you are providing the service. I’m more frustrated with the service than making a drink wrong. The lady with the blue hair, original gentleman, and manager that confirmed the caramel are examples of...

I've been going to this Dunkin' for YEARS. I have to say that today's service was the worst I have ever encountered. I decided to go in because the drive thru was busy. There was only one other customer in line, and they were being helped. I noticed that the workers were only concerned with the drive thru. There was one worker going between doing other things and taking counter orders. After I stood and waited for about 7 minutes, she called me up. All I wanted was 2 cups of coffee, and I did have a coupon. The cashier was very visibly upset and seemed to be having trouble with the register. No matter what she did, it didn't seem like she was getting anywhere. She started complaining to me about how she was there to help THEM, but she wasn't getting any help from the others at all. I asked her if there was a manager present who could help her figure it out, but she said that the manager wouldn't help her. After seeing that it was going to be too much of a fiasco to get any coffee, I told her to forget it, and I just didn't want it. I walked over and asked another woman who I could complain to, and she said "Me, I'm the manager." When I told her about my experience, she blamed it off that everyone in there was new and she was trying to train everyone. I have to say that I don't look for these people to last very long. It's complete chaos in this store, and no one seems to know what they are doing, especially the manager. She had an "I don't care" attitude. I walked out, and I doubt if I will be going back...