Dunkin' — Restaurant in Florida

I have been a regular customer at my neighborhood Dunkin' for nearly a decade, but today I had an exceptionally disappointing experience. My husband and I were in the drive-thru, where we placed an order for three drinks. We were instructed to pull up to allow extra time for preparation, as there were two cars behind us. We complied and waited.

When our order was handed to us, two of the three drinks were correct, but one was not. I informed the associate of the mistake, and she responded, "Well, you were charged for a small, so..." I asked what needed to be done to correct it, and she told me to check my receipt. I mentioned that I hadn't been given a receipt but was willing to pay for the correct order. The associate seemed frustrated and conveyed that I was causing inconvenience.

She walked away without further communication while I waited for what I assumed would be the correct drink. My husband, who was with me, was taken aback by the poor service. A manager then approached and said, "You paid for a small. You’ll need to pay for a large." I responded that I had cash on hand and was happy to pay for what I had ordered. The manager replied, "You’ll need to come inside because I have three registers open, and next time, don’t be so demanding." I was shocked by the service I received after so many years of being a loyal customer. I replied, "I wasn’t being demanding; I am simply requesting what I ordered and am willing to pay for it." The manager then said, "You asked me to go inside and get you a drink, sweetie."

I find this behavior unacceptable for several reasons:

-Being condescending is unprofessional. -Referring to a customer as "sweetie" is inappropriate. -Labeling a customer as demanding when they are willing to pay for their correct order is unjustified.

My husband, a Dunkin' customer since 2007, was also shocked by the staff’s attitude and unprofessionalism. We understand that mistakes can happen and communication can falter, but we believe that decent customer service is fundamental. We frequently purchase coffee and gift cards from Dunkin' and even gifted coffee to our employees from Dunkin'. It’s disheartening that the staff representing the company behaved so poorly.

The employee involved was identified as Samantha, with the employee number 161529.

Additionally, the potholes in the parking lot pose a hazard and...

I have a DD about 5 minutes from my house. I drive about 10 minutes to go to this one. This DD is the best by far. Consistent with quality, timing, great customer service and cleanliness. They do not make you pull forward to APPEAR faster. They are the real deal and I am fine with driving further for good service, great food and coffee. They need an award for their exceptional service. I am a realtor and I always tell my customers what places are the best and have told them to come here instead of closer ones. #HatsOff

Well, I was recently disappointed to learn the prior manager no longer works for this DD. How did I know this? They WERE the ONLY DD that did not make you move forward, your meal looked properly prepared - folded the hash brown bag which helped to keep them warm, sandwiches were well put together (not carelessly thrown together where your cheese is halfway on and your bacon all in one clump), executed well and very consistent on taste and quality. I have stopped going to DD because not one is like this one was. I even had sour milk added to a coffee where I had to spit it out in the sink (at home) at the DD on Maricamp - the one in front of Publix (not this one.) I am not sure what happened with this manager but if he/she was let go, then shame on DD because there is not a better one.

NOTE TO ALL DD - Especially when there is no place to pull forward, DO NOT make a customer do this, especially when all they order is one sandwich and you are a fast food place! This is a turnoff and it is just to APPEAR like your service is fast to corporate but you disappoint your customers when you make them feel uncomfortable trying to find a place to be out of the path of other customers as they awkwardly creep forward!!! This is ALL DD's around here. This WAS the last location that did not do this. Now that too has changed with...

Absolutely horrible customer service. I do not know how a business can run when it’s only teenagers in the store. They cannot do refunds they can’t hear what you say because the speaker is horrible in the drive thru and they don’t listen. Placed our order got to the window and paid for it. When they handed us the drinks they were wrong and when I said they were not what I ordered I was told that is what I ordered. I said no it’s not then a young girl came out and told me that this is what I ordered and that they can’t be wasting product because I didn’t ordered the item correctly. At which point I became upset. Who treats their customers this way!! I know what I ordered it’s not my fault you can’t put it in the register correctly!! Then I was told to leave the drive thru after asking for my money back!! I am Not leaving if I did not get my order and you refuse to refund my money. Then after leaving me sit at the drive thru someone finally came back and agreed to make the order correctly. But the sandwich’s then were made wrong. Someone needs to come in and change the manager out of this store as she wasn’t even there when we had the issue. She is also allowing teenagers to run a place is unacceptable. A manager or assistant manager needs to be there this business is run very irresponsibly. Sandwiches should have had cheese no cheese and severely...