Dunkin' — Restaurant in Florida

I am writing to formally report a deeply troubling incident involving your employee, Ms. Cristina Suarez, at your establishment located at 6790 SW 8th St, Miami, FL 33144, on Sunday, April 6, 2025.

That morning, a friend of mine—who has been a loyal customer for over 18 years and I visited your location for breakfast. My friend ordered an American coffee and a donut, while I ordered a black espresso. In good spirits, my friend joked with the counter staff, asking them to improve her coffee, without warning, Ms. Suarez abruptly emerged from the back, visibly agitated, and began yelling at my friend in a harsh and unprofessional manner. She shouted, "What's wrong with you and the coffee now?, it's the same old mess every Sunday?" and proceeded to pull my friend to the other end of the counter, where she continued verbally berating and even waving hands toward her.

Seeing the situation escalate, I quickly took a donut from my friend's order and urged her to leave the establishment with me. As we were walking out toward the door, Ms. Suarez accused me of coming in daily without paying for anything, further asserting that I caused problems in the store—claims that are completely false and unfounded. Before we exited, we heard her declare, _"When the manager Ileana is here, it's her way, but now that I'm the one in charge of this place, it's my way."

While standing at the door waiting for my friend, Ms. Suarez, still completely upset, yelled at us and told us we would never come back. My friend left, I closed the door, we both silently left the place, completely disappointed by the terrible treatment we received from the employee.

Early this morning, Monday April 7th, 2025 my friend and I returned, waited for the manager, and told her about the unpleasant incident, who encouraged us to file a formal complaint.

We recommend that Ms. Maria Cristina Suarez be permanently removed from her position because she lacks the necessary qualifications to deal with customers. We had already heard about other incidents in which the employee in question had been involved, not only in a despicable manner with customers, but also with some of her coworkers.

I want to highlight the work of the rest of the employees, including the manager, who was always pleasant, courteous, and always very attentive to providing the best service with her best smile.

I have lived in this great country for over 18 years and have never experienced such disrespectful, unprofessional, and unacceptable treatment. No customer should be subjected to such hostility, and this behavior severely undermines the trust and reputation of your establishment.

I urge you to take immediate action regarding Ms. Suarez’s conduct. I strongly recommend a formal review of her employment, as incidents like this damage the positive environment your company has worked hard to create. I would appreciate a response regarding how management plans to address...

My dad and I got to the entrance and tried opening the door, but it was locked. The only hours we could find on the door was one sign that said "Open 24/7". This was at 10 a.m. We tried the drive through service, which was horrendous. We asked the cashier what kinds of donuts they served, and she said "Chocolate, vanilla, blueberry, everything." So, we told her about the coupon we wanted to use for a half dozen donuts for $3.99. We tried to order the chocolate donut with glaze and it was a nightmare trying to explain to her that we didn't want the standard donut with chocolate icing, we wanted the chocolate based donut with glaze. She took this as we wanted to order 2 chocolate based donuts with glaze and 2 regular donuts with chocolate icing. We tried to continue our order by adding 2 vanilla donuts and 2 strawberry donuts, but she stopped us because that went over the total of 6 donuts. Five minutes of back and forth later, we go to pay, and the total is nearly $6?? We reminded the lady about our coupon and she honored it. On our way home, we noticed we got 2 vanilla, 2 strawberry, 1 chocolate with glaze, and 1 donut with chocolate icing. Not what we wanted, and not...

This is my second time coming to this location with my husband and my second bad experience. Todays experience was similar to the last. We ordered on the app and my husband got a cornbread donut which they didn’t have and didn’t bother to say anything so they just charged us for 3 donuts but only gave us 2 rather than substituting the one they didn’t have. My husband parked and wanted to go into the lobby to let them know he didn’t get his donut and the door was locked and the lady working there (8/6/22 @10:30am) didn’t want to open the door, yes the lobby was closed. She kept telling him to go around to the long drive thru line that we had already made. She gave him attitude and a horrrible mean mug and was very rude. She gave him his donut and locked the door again. Why would the lobby be closed? Seems like they just wanted to have a breezy day while ruining the Dukin donuts reputation. Worst location we’ve been to and would not recommend. Dunkin’ needs to fire this lady because this is the second interaction and second disappointment with this lady. She’s ruining your store. I love Dukin Donuts but i will NEVER come back to this location. I hope...