Dunkin' — Restaurant in Georgia

Let me start by saying I live in the area and this is my very first time actually coming into the store as I wanted to sit in and have a bite to eat. The young man at the register (tall, nose ring, short hair, African-American but brown skin) took my order and I asked if someone could please clean off a table for me since they were ALL dirty. He looked at me and said “there are napkins out there, that is not a service we offer, this is not a restaurant”. I couldn’t believe my ears and I said I’m sorry you want me to clean the soiled tables with a napkin? He had a smirk on his face and looked at the other young children like himself and told them what I was asking for and they all looked around as if who is going to do it.. he then proceeds to let the receipt fall in my hand (not hand it to me) and I said you didn’t have to do that and he says “ma’am I didn’t do anything and I have orders to take behind you” I then replied you don’t need to be rude and he said “I didn’t do anything that was rude and I have orders to take so please move”. I then asked for a manager. Even the girl who gave me the donut said it wasn’t that serious and she’s sorry. Another customer (an older gentleman) said they’re always rude in here and everytime he comes in it’s dirty. He also told the manager who I spoke with that the cashier was rude. I told the manager exactly what happened and as I was talking to her every single person in the front working stopped stared at me and whispered some even saying “it’s not that deep, or it’s not that serious”. To me what I find most interesting is if it were one of their parents or themselves how would they have felt. Anyway the manager apologized and came right out and cleaned every table. She also stated ironically today’s meeting to be help is about respect and attitudes with the customers. Things are not like they used to be back in the day because if this is a consistent problem with the same staff the solution in my opinion is to simple replace them with someone who values and needs and wants their job. Please believe me there are so many people looking for a job out there. Let me add while I’m sitting in the restaurant and writing this review he’s just standing at the register on his cell phone laughing and chilling. Smh I’m still in shock. I’m glad that I’m a mature adult is all I can say! This GM or store manager needs to replace the rude staff with people who really need and want a job and truly acts like it. I think my next step will be...

I was in the drive-through line for about ten minutes when I noticed people pulling out of the drive-through line. I parked and went into the store and was waiting second in line for about 10 minutes. Huge delay in getting order taken, so I ended up placing it on the app and then waited another 20 minutes for my drink and food. There was one man manning the drive-through register for a moment that had a lot of questions for the one man that seemed to be the only one that knew how to make drinks. The man at the drive-through registers questions kept pulling him away from making drinks. There was one woman that only seemed to know how to toast things as when she was done toasting everything she went to the back to eat, and then came back out to sweep. All the while you had drive-through customers entering the store and screaming at the individuals behind the counter. The first time somebody came in screaming nobody behind the counter even acknowledged them so they turned around and left. The second customer that came in asked whether anybody was manning the drive-through to take orders as they have been waiting 45 minutes. The employee making the drinks in turn said it sounds like a personal problem to me. She said excuse me? And he reiterated we’re busy I don’t know what to tell you. It sounds like a personal problem to me. It is clear that the store has poor management. If the two people who had a lot of time on their hands behind the counter were cross trained to be able to make beverages and pack donuts and pastries this would’ve helped alleviate the one man that was running around like a chicken with his head cut off. There also needs to be some kind of training in regard to how to properly communicate to customers as it was clear, they didn’t know how to address upset customers. This ultimately falls on management. Get your staff trained to know how to support other areas to be useful when you are short staffed or busier in one area than the other. Teach them how to have professional acumen and communication skills. Outside of the very stressful moments, the man that was making the drinks was actually really nice, but you could tell he was completely overwhelmed. The other two staff members seemed pretty useless in supporting their team mate. After 40 minutes of waiting my drink...

I’ve felt for a long time that this Dunkin’ is the worst run location I’ve ever been to. Constantly out of annoying items like lids, napkins and straws, serving old coffee and donuts, but worse, rude, slow and just not customer friendly. It starts with the GM and his attitude. His disdain for his clientele filters down to the poorly trained teen staff. Today, after years of tolerating their poor service due to it being sometimes convenient, this was my last trip. It was storming, STORMING. Their drive thru board is not covered and we were the ONLY customers there. We tried to order but the combination of noise and getting soaked made it impossible. So we pulled around to the window and the clearly annoyed at having to work employee informs us that they are not allowed to take orders at the window and we’d need to pull back around. Keep in mind, we were there ONLY customers there. We told her that we were getting soaked and couldn’t hear. She responded by shrugging her shoulders and closing the window. America’s may run in Dunkin’ but we’ll be running away from this location...