Dunkin' — Restaurant in Glendale

Went in around 10:30 a.m to pick up an Uber order and decided to order a personal item for myself. First of all, the atmosphere was very unpleasant when I walked in and I did not feel welcome nor was greeted upon entering the location.The lady at the front counter, whom I later found out was a manager by the name of Mary, acted as if I was not present nor asked me what I was coming in for as I was standing right in front of her at the counter. She knew I was present and just walked back and forth in an ignoring manner. I waited patiently before asking for my pick order without interrupting her. Mary didn't even respond to me, Sammy politely relayed they were working on wrapping up my order.When Mary was done fulfilling my Uber order, as I was assuming that's what she was doing,Seeing as Mary wasn't speaking much. I asked her politely if I can order something for myself. This was after I gave her the name for my pickup order.She didn't respond at first she looked up rolled her eyes at me and her coworker and told me that " she could help me with my order" referring to her coworker. Personally for me it was an odd vibe to be in the middle of.Mary didn't give me her co workers name so the interaction felt quite disturbing and demeaning at the same time. As a manager you should know your employees names and you should of called her by her name. After Mary told me that "she" whom I later found out was Sammy could take my order. Mary disregards me and just walks to the back of the store. Mary had a very unpleasant personality,attitude and was not professional. I highly recommend dunkin' donuts review the audio for this interaction. Because this could be a teaching moment for Mary. You don't want this hostile personality running away not only your employees but your customers. I can only imagine how she treats her employees on a daily basis. If she doesn't even treat her customers respectfully.

I do want to say thank you to Sammy for serving me a very tasty and well made brown sugar shaken espresso coffee. Also for being a hard worker and having the ability to multitask in a fast pace work environment.Thank you for being professional, courteous, and an efficient Customer Service Representative. Thank you for being a great example of what an excellent dunkin' donuts employee should be. I rate you as a five-star employee because my interaction with you was an example of five star service. Good luck at dunkin' donuts and continue the great work!

My all-in-all review would have been a lot better had it not been for Mary's attitude and...

Yesterday around noon, for the first time in my life I said "let's go to Dunkin Donuts for coffee." All of the preordering services were down so we went to the drive thru since it was only 4 cars long... Sat in line for 25+ minutes not realizing how close it was to 1pm (their closing time for xmas hours), and I have no idea how it took so long to fulfill 4 orders ahead of us since there was no one else being serviced except drive-thru, but I assume half the staff was busy cleaning and preparing for closing, which is completely understandable as long as everyone else is services. When we pulled up to the speaker it was 12:59pm, which I understand can be frustrating for employees, especially on holiday but there's no way 5+ employees in there at the same time should take 25+ minutes to help four orders. Regardless, we sat at the speaker for a minute until a guy hopped on and waited until the clock past 1:00pm to come on and say we were closed and nothing else... If I had just pulled up or even 5 minutes ago this would be a whole different story but I waited and tried to get someone to talk to me, I was not planning on being rude I just wanted to explain I had been waiting 25 mins to get two small coffees, I pulled up to the window and waited there for a couple minutes while my girlfriend and I watched all the employees making their own drinks and bagging up their donuts for the day. Shift lead Chloe opened the window and said they were closed, I explained we had waited in line for 25 mins and understood it was closing time on holiday but we were still there prior to close- and before I could finish or even mention we just wanted two small coffees and nothing extensive I was cut off and told 'nothing we can do, we are closed. Computer systems are shut down' ??? No sorry or even a question on what I may want but just a lie that their system is turned off now 2 minutes after they closed.

I manage a facility myself, and just this Christmas eve allowed a guest to use our services 5 minutes after we closed to finish up their visit since he was not effecting any of my staff in doing separate closing tasks.

This is a brand new location so you would think they would at least attempt at decent customer service so they may gain as large of a regular customer base...

Well, It looks like the Dunkin Donuts that we all grew up with in the pink & brown buildings and grown to love over the decades is really no more. This company as a whole doesn't even seem to want to acknowledge what got them into the business to begin with and the last time that I checked, I can get scrambled egg sandwiches anywhere and they don't even need a microwave to do it. After visiting this location today around 9am though and passing through the drive through to get things done, I noticed that there was a small photo of the average donut at the bottom of the large menu board with no other elaborations written or photographed pertaining to donuts and with a price of $1.69 ea. to boot! They had no sugar donuts and the chocolate & glazed that I got were shrunken/small cake donuts, Really? When I asked for a cinnamon roll it was even wet inside like it was old. My guess is that the folks who work here and run the place have to be as bewildered as I was when they could not even answer my questions as to what the hell happened to keeping a simple donut shop operating and serving a real assortment of donuts? It even seems from the taste of what I picked up today that the so-called onsite donut making kitchen that was normally found in the back of the building is now gone that we all grew up with and these guys (probably enforced by corporate) have now lowered themselves to simply defrosting frozen donuts like the Wally-marts already do....