Dunkin' — Restaurant in Greeneville

I have been to this Dunkin' location over a dozen times the past several months, and it suffers several deficiencies NOT involving customer service. Each time I have visited this location -- from the time I drove up to the Drive-Thru with no more than four or five vehicles in front of me -- it has taken me fifteen minutes or more to order, pay for, and receive my coffee and leave. The past two occasions I have left after waiting fifteen minutes before even reaching the order screen so that I would not be late for work. Three of the past four times I have visited this location, there have been major issues: the order screen was broken which required each car to order, pay for, and receive their coffee from the same window, making the process slower than the usual fifteen-plus minutes; the next time, this location was "sold out" of several signature beverages despite the fact that they were advertising for them via signage and in their greeting at the order screen (something to the tune of: "Welcome to Dunkin', would you like to try one of our holiday signature beverages?" to which I responded several times "Yes, I would like to have a [signature beverage]" to which they responded each time "We're sold out of that one" until I grew exhausted from the rhetorical exercise and purchased a plain coffee); and the most recent time I visited this location, they were out of ALL drinks that required espresso, which likely amounts to about 95% of their beverage options.

By reading the reviews, problems at this location seem to persist after several alleged "management changes," even more so than the "management turnover" justification itself can tolerate. I want to reiterate that I have not had any issues with the customer service -- each employee I have come into contact with has been pleasant and working hard, and sometimes they even apologize for my wait. I'm not sure what the issues are at this location -- perhaps management needs to equip their employees with the right tools to do their jobs effectively -- but management, regardless of their excuse, must take responsibility. Until I see these reviews become more positive, I will be taking my business to a local favorite, The Creamy Cup (885 Erwin Hwy, Tusculum, TN), or across the street from Dunkin' to the Starbucks inside of Ingles.

Two stars because the employees seem friendly and hard working, making the experience less painful than it otherwise probably would be. (This review is as beneficial for you as it is for me, believe me).

September 2020 update: still...

Was pretty disappointed with what I saw when I went in this morning. They were pretty busy and from what it looked like the employees were doing their best, but they only had one person making sandwiches, while there were three people inside waiting on food and who knows how many orders on drive thru. When the boy that was taking orders inside went over to help the woman who was on sandwiches the woman I assume was the manager walked out from the back and very rudely asked “why aren’t you on front?!” He stated he was just trying to help and she demanded he go back to the front counter...All orders had been taken. She then went on to yell at a group of other employees that were just trying to work together and get the orders out at the drive thru. Not only have I worked fast food but I worked in this store several years ago so I know how it works. Manager or not employees should not be spoken to that way, especially when they are just trying to help each other out! I will say my coffee was good but the cheese on our sandwiches weren’t melted at all (probably because the poor woman making them had a ton of orders to do without any help) maybe it was just a bad day I don’t know, I really hope the manager isn’t always like that though because I for sure wouldn’t want to...

We were just at this location- yesterday I ordered the same thing through the drive through, today we went inside- I ordered a hot honey snackin bacon, yesterday it was warm, as well as any other time I have ordered it, today it was cold and not very good, so I walked back up and asked if was possible for them to warm it up, the girl I initially asked wasn’t sure so looked to another girl who rudely said “I can’t do that! We’re not allowed. Dunkin policy is to serve it room temp, I can refund if you don’t like it but we serve it room temp”. Them not being to warm to up was fine and we ate it regardless, but there was no reason for her to speak to me in the tone of voice she did. I was so surprised at her tone of voice I didn’t even know what to say so just returned to our table and finished, but as I left I made sure to say to my husband that I didn’t like the rudeness of this location, hopefully loud enough for her overhear and maybe make an effort to be politer to any future customers. Yes cold bacon is gross and I have never once had it served cold any other time I ordered it, but it wasn’t that big of deal and I was not upset or rude, it was her response and tone of voice that prompted me to leave this review. Completely...