Dunkin' — Restaurant in Florida

Good morning,

I would like to take the time and share my experience with you while visiting one of your store locations. I stopped in to Dunkin Donuts located at 9225 Pine Forest Road, Pensacola, FL 32534 today for my morning shot of espresso. Every day I visit one of your locations and my order is as follows: May I please have one shot of espresso over ice in a clear cup with 2 shots of sugar free vanilla? Thank you.

At every location that I visit my total is normally $1.07 because the shot of espresso is $0.99.

So today I was given a total of $1.71. I informed the cashier that my total is normally $1.07. Immediately a stern voice came over the speaker and said, "The total is $1.71. I am the new general manager here and we charge $0.99 for a shot of espresso and the extra add ins". So I said, "I visit Dunkin Donuts everyday and I was always told $1.07". The General Manager then rudely said, "Look at the board out there. It tells you the prices". Before she could finish speaking I interrupted her and informed her that since her customer service skills were not where they should be when speaking to a customer, I would be contacting the corporate office.

I would like it to be clear that I do not care about having to pay for the vanilla being added into my espresso. It is only a $1.71 and thankfully I can afford that. My issue is how the "General Manager" spoke to me in a condescending tone as if she was scolding me. Here is the thing, if the add ons are extra, someone needs to inform all team members and every Dunkin needs to ensure that the team members are charging for them. When a customer is use to getting something one way, you set an expectation for them to always get it the same way or better every time! As the General Manager, instead of arguing with a customer, she should have lead with an apology and then explained the process. I would have been more receptive to paying the difference.

I work in th hospitality industry and I would never nor allow my staff to ever treat guest rudely. If one of use promise them something, we follow through with what the guest was originally told. We are in the business of servicing the public!

This Dunkin Donuts is 0.4 miles away from one of our hotels. Due to this incident, we will not refer any of our guest to visit the location. We would hate for them to be mistreated by your general manager and her team. We would like for their experience while visiting us to be an exceptional one!

I must tell you that this is the first negative experience that I have ever had at this location. The young lady that originally took my order was very pleasant and all past staff have been wonderful. You may need to send your new General Manager to some classes on customer service or you will definitely lose good customers! Maybe try Dale Carnegie classes!

Thank you for allowing me to share my experience with you. Have...

I went in a few days ago and ordered one small iced latte, one 25ct of blueberry donut holes, and one strawberry frosted sprinkled donut. Total came out to $21. Turned out I was also charged for a dozen donuts I did NOT order. (My mistake for not paying enough attention before paying.) After addressing the issue, my husband was then told by the manager (who had supposedly called corporate) that we had to contact our bank and report a fraudulent charge?? That makes no sense, because 1.) Why couldn’t they just refund us the $11 that we shouldn’t have been charged for in the first place? 2.) As a business, you’re willing to lose an entire ticket of $21 worth of food instead of just the $11?? Again, it makes no sense. I went again yesterday and ordered one small iced latte, which is supposed to be $3.36. The cashier even repeated the size back to me and told me the total was $4.83. I thought that was odd, but also thought that maybe there was a price change(which happens). So I checked my receipt immediately after and saw that I was charged for a medium. I pointed this out to the cashier who apologized and then proceeded to give me a dollar back, OUT OF HIS OWN POCKET, because he, “didn’t know how to go back”. (He was pressing keys on the register as he said that to me.) This clearly indicated that he was not shown how to give a proper refund...if they even give those. -Word of advice to DD Pine Forest Rd: TAKE THE TIME TO PROPERLY TRAIN YOUR EMPLOYEES. -Word of advice to the public: Pay attention to what the prices are of everything that you order, and make them read off your order to you. Or just go to a different DD...

This is probably the best, off the beaten path Dunkin' Donuts I have been to in a while, and certainly the best one I have found in the Pensacola area so far! This is on Pine Forest drive, which is on exit 7B. If you miss it going back towards Pensacola, which is going west you can exit on Highway 90 and turn right back onto Pine Forest Road at the first major light where the road branches off to the severe right side and it's going to be down on the right about a half a mile just past a Pensacola neighborhood Walmart. The actual town name may be Cantonment, but it's in the Pensacola area.

I found that they made the iced original coffee to perfection, where it wasn't too weak and it wasn't too strong. Also the iced cold brew coffee without sweet foam was also pretty good, although it was a little stronger than it should have been. Their donuts like the Boston cream seemed fresh and relatively full. My only minor complaint was that they didn't really make the sausage egg and cheese with the sourdough bread quite right, but that is a minor complaint. Otherwise, I have zero reservations about recommending this Dunkin' Donuts location, because it was certainly very clean, although it was maybe off the beaten path.. it was a nice calm spot despite some of the morning traffic. So if you're looking for a good DD that's not inside of Pensacola proper and you don't want to mess with the traffic while you're on I-10, be sure to exit on 7B to go to Pine Forest Drive and you will find this after about a mile on the left hand side of the...