Dunkin' — Restaurant in Frederick

Disappointment with Customer Service Experience

I would like to share my experience from today at your establishment, which involved my wife, my daughter, and myself. We were looking forward to enjoying a pleasant coffee, but unfortunately, our visit was marred by unsatisfactory service.

I ordered a coffee without cream; however, the beverage I received contained cream. Upon realizing this, my wife approached the register to address the issue with a staff member named Rosa, who claimed to be the manager. Unfortunately, our interaction with her was exceedingly disappointing. Despite our clear communication regarding our request for “no cream,” she insisted that this was the standard preparation and refused to offer an exchange or a refund. Furthermore, her demeanor was unprofessional and discourteous.

As the situation escalated, Rosa began to ignore us entirely and instead focused on processing drive-through orders. Despite repeated attempts to get her attention, she did not respond. Another customer intervened and communicated with the staff in Spanish, which highlighted the lack of assistance we received despite our inquiries. It was evident that Rosa and a colleague, Robin, were unwilling to assist us.

Robin demonstrated a lack of professionalism in his role, as he failed to acknowledge our presence despite our repeated attempts to contact him.

We ultimately decided to leave the store and headed to the drive-through, where we attempted to explain our frustration regarding the lack of responsiveness. However, we concluded that we did not wish to further inconvenience other customers and returned indoors.

As patrons, we believe it is essential to be treated with respect and courtesy. Therefore, I kindly request that the owner of the establishment review the surveillance footage to understand the nature of our experience.

We expect to be treated fairly and professionally, and it is unfortunate that this situation fell short of those expectations.

Thank you for your attention to...

I'm a serious coffee drinker and DD is my go-to. I love the fact that this place is 24 hours with a drive thru window but I have to say it's hit or miss if you get a good cup of coffee depending on who makes it. The same applies for fresh food, a pleasant attitude and knowledgeable help about flavors and promotions. Some associates have been rather rude and short while others kind and helpful. I've gotten stale donuts on a few occasions and when informing staff my next visit I was literally blamed for "not telling them sooner" and had to request to replace it or he was not going to do anything to make up for it; as if I was supposed to turn around and come back right away, for their mistake, instead of being on time for work. It's a donut, it's what you do, it's in your name, Dunkin DONUTS, that's not my fault! 🧐It's equally frustrating when you're trying to order new flavors, like Girl Scout cookie coffee, eg:Tagalog flavor, only to spend 10 mins trying to explain it being told they don't have it, when finally they understand and they do actually have that....on the counter.....right in front of them. 😐 Also, I've been 4 times in the last few weeks alone trying to get a pumpkin donut, muffin, munchkin or anything but they are CONSTANTLY OUT! How does that happen when it's pumpkin season and they were literally making more blueberry ones as I spoke to them but couldn't tell me when they'd have more pumpkin ones made? Don't they make the pumpkin items when they're sold out just the same as other flavors? At least 1 of the pumpkin items, replaced daily upon selling out, should be standard practice,...

DO NOT GO TO THIS DUNKIN DONUTS! I had such a horrible experience. I stopped here from vacationing heading back home. As I walked in the worker was in the middle of going back & forth with a customer. I kindly waited till she was available, she didn't welcome me just gave me a look like..I'm ready to take your order. I asked for a bagel w/butter 2 doughnuts & 2 frozen small coffee, one Hazelnut & the other caramel with no cream on both. I was given my doughnuts, then my bagel. She continued to argue with the same customer, customer stated the coffee tasted like water. I waited patiently, finally after 8 minutes she hands the customer back her money. Now she is making my frozen coffee, I notice that she only made one big frozen drink & poured it into the two cups. I told her that I asked for one Caramel & the other Hazelnut. She proceeds to tell me that, that's not what I ordered that I ordered both flavors to be combined. She clearly does not understand English very well, she was very rude & argumentive. Being that she had a heavy accent, I spoke to her in Spanish. She understood me very well after I told her in Spanish that she was rude & should not be going back & forrh with customers. I have never been to a Dunkin Donuts & had a worker be so disrespectful & full of anger! I spent $13.57 on frozen coffee that she did not make properly, tasted like ice & my bagel was...