Dunkin' — Restaurant in Florida

I am deeply disappointed with my recent experience at this location. As someone who has worked in customer service for over a decade, I understand the value of patience and empathy both from customers and staff. Unfortunately, that standard was not upheld here. After my initial drink order was made incorrectly, I waited more than 20 minutes for a corrected latte. While mistakes happen, what followed was unacceptable. I overheard the barista criticizing me for not specifying that I wanted a hot drink, speaking loudly and unprofessionally about me within earshot of others. Rather than resolving the issue calmly, the barista appeared more upset than I was, and the energy at the counter turned visibly hostile. I remained calm, said nothing, and waited patiently while watching other customers who had ordered after me receive their drinks before I did.

It was disheartening to witness this discrepancy in service. When my drink was finally handed to me, it was done so in a cold, dismissive manner, and topped with whipped cream which I did not want but by that point, I honestly did not feel safe or comfortable saying anything. I made the conscious choice not to mention it because the barista's demeanor had already made the interaction tense and I feared that speaking up again might make the situation worse and result in further delay. I chose not say anything because I didn't want to be labeled as difficult and my years in the industry have taught me to be respectful, but also recognize when the service I'm receiving is not just bad but disrespectful.

What disturbed me most was the visible lack of respect and professionalism not just from the barista, but from other staff who observed the situation and chose to laugh rather than assist. The atmosphere I experienced was poor. And, based on what I observed in the treatment of different customers, it’s clear that not all patrons are treated with the same courtesy and respect. There were clear disparities in the way people were spoken to, prioritized and acknowledged. This type of conduct reflects not just poor customer service, but lack of professionalism and implicit bias. It’s unacceptable. If your staff cannot treat every customer equally and respectfully, then something needs to change. Until that happens, I cannot recommend this location to others, and I will not be returning. Customer service at this location is lacking at the most fundamental level. That standard was...

Everything was great with this store until this morning. Yesterday I asked for my usual order and they were out of that type, but I was in the drive thru lane so I had to wait until the car ahead of me finished, then I drove past the window -- nothing to buy.

Today I asked for my usual order at the drive thru and the woman who responded told me I would have to pre-order in future. I asked why and she told me it was because I "got angry" when they were out. This is silly -- unless you interpret someone driving past because they have no transaction to make as "angry," it makes no sense. I said nothing untoward to anyone, I made no rude gestures, as far as I can tell this is someone's fantasy. And yet, here we are, I am apparently only allowed to order in advance now because someone in the store blew up my driving through into... something. I have no idea what they said, since nothing actually happened.

Don't these drive-through areas have video cameras? Wouldn't the supervisor check that rather than believe a customer would "get angry" over an order with sufficient drama to cause them to have to pre-order forever after? This has never happened to me before, it's a bit like being convicted with no hearing. It's weird and interesting, but it's also kind of pathological, so I think I'll be finding my daily carbs somewhere less... dramatic?... in future.

Up to today, though, it was more like a 4-star...

If I could give a negative rating, I would. I am a physician and went inside to get donuts for staff- The staff was not only NOT helpful, but refused to serve me telling me to "use the kiosk." I was visibly annoyed as I needed a couple dozen donuts and had questions. After 5 minutes of listening to them talk among themselves someone finally came over- When I told her I would rather order through her and waited 5 minutes, no one else was in the store- she said "you could have called us over." nice customer service.

They refused to help me insisting I use the kiosk after I told them I would leave a bad review- The office is right near this location and we will never be back. Reading the other reviews, I see I am not alone in my experience. You need to fire everyone in that store and start over. I went to 7/11 and got my donuts and excellent customer service by the young man behind the counter.

Your employees are the face and lifeline of your business and if they can't be professional, congenial, and do their job, you may as well not be in business. I know it's difficult to find workers but you're paying them to run customers off and do absolutely nothing except talk about how tired and hungover they are. Vile and inexcusable. Mind you, I was the only one in the store and there was ONE car in the drive thru. Four "employees"...