Dunkin' — Restaurant in Florida

I was present during the confrontation with Grace the Great Labrador (see review). I left before the end of the confrontation but here was my observation. Although I did not see the manager become belligerent what I did witness was equally disturbing. I was extremely disappointed that the store did not seem to be familiar with service animal protocol. The customer AND the dog were very well behaved and creating ABSOLUTELY no problem in the store that would warrant even being questioned. There were no other customers in the store but me that had any issue with the service animal being present. The service animal was wearing a service jacket and was properly leashed and under complete control of owner and in very clean condition. AND WHATS WORSE, when the confrontation ensued the manager refused to give the customer her name so that he could leave the store and address the issue accordingly. He asked multiple time for her name, he was forced to ask other employees for her name, at which time they felt helpless and didn't know what to do. They too did not give her name, clearly out of fear and confusion. He finally asked "are you all afraid?". By the time I was leaving the YOUNGEST employee (like 18 year old male, who had arrived after this all started) had resorted to trying to subdue the situation. So basically the manager put all her employees in a bad situation AND a young kid even had enough common sense to know that the situation needed to be subdued rather than continue to argue with the customer. Something a manager is responsible for and was clearly incapable of handling a situation from the beginning all the way to the point of a confrontation. VERY DISAPPOINTING AND DISTURBING TO THINK THESE EMPLOYEES ARE WORKING UNDER THE DIRECTION OF SOMEONE SO ILL EQUIPPED TO BE IN A...

I think this is one of the only 1-star reviews I've given in a long time. I've given this place so many chances. Really hard to mess up donuts and coffee but it happens a lot here. I pre-ordered a large order of donuts for a big event, pre-paid (done this several times before,) only to find that my entire order was never filled. In fact, they had no idea what I was talking about. Thank God I had my receipt to prove that I a) paid and b) already had a list of donuts picked out ahead of time. My expectation was to pick up my correct order and make it to my event on time. Neither happened.

I ended up getting what was left on the shelves (it was a Saturday morning so they were pretty busy naturally.) The cashier was apologetic but the manager made no attempt to apologize, correct the situation, etc. There's a sign above the register that urges their employees to "WOW" their guests. Well, I was "wowed" alright.

Don't bother reaching out to their franchise owner (their email is on the receipt.) I did that. Even sent them a copy of my receipt explaining the poor service I had received. Crickets. That was a week ago. The general time frame for a response is 24-48 hours. It's not a surprise that the store is chaotic. The management style flows from the top down.

I realize mistakes happen. But to not be acknowledged by either their manager or their franchise owner is pretty disappointing. If you want a roll of the dice on your order, go here. There's just too many better places to go in the area that won't mess things up for me to support this...

This location deserves the "Consistently A Mess" award. I could order the same drink ten times and it would be made differently ten times. The funniest (and saddest) story from here is when my sister ordered an iced latte and saw it was scarily white, nearly all milk, so she asked for it to be remade. The guy at the window was confused and claimed that lattes were mostly milk and coffee. He was on the right track, but my sister replied, "What? Yes, lattes are mostly milk, but they're made with espresso." The guy, puzzled, replied, "No, coffee." This man made a "latte" with coffee, not espresso, and even so, it must have been two drops of coffee and 99% milk. He had no idea what he was doing. I think I've only ordered a latte once where I could actually taste the espresso. Other times, I fear it may have also just been coffee. When I do order iced coffee, much of the time it's so white that it's truly just milk. I HAVE to ask for light milk. Also, I swear, I'll ask for one pump of syrup and it tastes like three. I don't know what goes behind the scenes, but doesn't Dunkin have standard measurements??? At least if you buy from this location, you can always look forward to a surprise. You could even make a game of it, like "Wow, what drink will I get today even though I ordered so-and-so?" I would never, ever go here if it wasn't so close to my house. If the drink is really screwed up, I usually make...