Dunkin' — Restaurant in Georgia

I’ve been a regular at this Dunkin’ Donuts for 6+ years, but the last few months have been incredibly disappointing. The service has noticeably gone downhill, but today’s visit was the icing on the cake!

After placing a walk-in order online at 8:49 AM and arriving at 8:55 AM, I found my order was ready—but I was missing my doughnut. I stood at the counter for eight minutes without a single employee checking in on me, although I was visible to 3 of them. Finally, a kind employee named Bella, who had been tied up at the register, asked if I needed assistance. I informed her about the doughnut I was missing, and she explained they were almost out of stock, with only a few flavors left. I told her I would just take whatever they had at this point.

As she tried to help me, Bella was abruptly called away by the manager, Janessa (or something similar), who began to loudly berate her about a phone call someone made to corporate. How it was inappropriate to tell someone to call corporate when she (the manager) was here to talk to someone with a complaint. It was uncomfortable to witness; not only did I hear it, but my husband, seated across the establishment 30 yards away also heard it. I eventually had to ask another employee to finish assisting me while Bella was still being talked down to, despite other customers needing help.

I now see why a customer may feel the need to contact corporate. The management at this location seems ill-equipped for their roles. If you lack the skills to train, mentor, or guide your employees effectively, it might be time to reconsider your position. Effective management should be about teaching moments, not humiliation, and nobody benefits from being berated in front of customers or coworkers. Show some dignity and respect for those who DO show up for you.

If this is the typical treatment of the staff, it’s no wonder this place has had such a rapid decline. It’s obviously contributing to low morale, as none of the employees seemed happy or engaged. Frankly, they look miserable. It’s disheartening to see a once-great establishment struggle with simple service and employee...

UPDATE: Decided to give this place a try one more time.. and extreme disappointment again! They NEVER refund you for wrong or messed up order. They keep saying their manager is the only one that can, but you're never able to get ahold of him. Customer Service is horrible. The girl at the window dismisses you immediately when you let them know that's not the right order. Seriously, I don't know how this location is still in business. 10 out of 10 times they will get your order wrong and refuse you a refund. Just spend your coffee money elsewhere, like Starbucks down the road that is always willing to admit their mistakes and refund you on the spot. Don't bother with this location. Take your money somewhere else.

*!!Please be careful-card information stolen twice at this location. (Fraud)!!! I used my credit card at this location and got a fraudulent charge on my card a couple days later. My bank gave me a new card with new number. I only used that new card at this Dunkin and no where else. Couple days later, another fraudulent charge was trying to post on my account. This is not a coincidence anymore. They do take your card out of your sight, so you don't know whether the employees are stealing the information or their system has been compromised. When I called to let them know, the manager was extremely rude and said I'm a lier and that it's my fault. Smh. Now, my bank said the same thing that it looks like the only factor that stands out in both of the fraudulent charge is that my card was only used at this location and store only, so they have to be the ones. Going forward I will not be going to this location since they either have employees stealing card info or their system has been hacked/compromised and clearly the manager is ignorant to this and said he will not do anything about it. Will be filing a complaint, but I hope this helps...

i’ve been to this dunkin several times with the same order, a grilled cheese add bacon, caramel and vanilla iced coffee, and hash browns. each time i’ve come, i am charged for the bacon on my grilled cheese, get home and surprise, no bacon. When i was ordering my coffee i expressed that i wanted three caramel and three vanilla in my coffee because otherwise, they only put two caramel and one vanilla. When i said this, the lady at the window got smart with me and said “yeah the medium comes with three.” which is true, it comes with three total pumps, however what i was explaining is that i wanted six total. So when i checked before i pulled away from the window, of course, no bacon. Also checked the coffee, was only three caramel. i handed the lady the grilled cheese back and said theres no bacon. then asked her why there wasn’t vanilla in my coffee. instead of remaking the coffee for me, she hands me a small cup with a lid and says “here’s your vanilla” as if she just put three pumps of vanilla in a cup for me. this whole time i’m apologizing for being difficult and she was very rude regardless. I was irritated at this point but decided to just drive away. i get home to pour my three pumps of vanilla in my coffee, turns out it’s a cup full of caramel. i go to dunkin several times a week but this location seems to never be able to get my order correct, no matter how clear i am. They seem as if they are just in such a rush to get everyone through quickly, that they are making many mistakes with peoples order. This is honestly unacceptable and infuriating. Take your time with...