Dunkin' — Restaurant in Greenfield

Okay this will probably be like a novel but its important. I refuse to go to this location because I had a traumatizing experience with one of the workers. That may sound dramatic but let me explain. To start: this was several months ago. I didnt write a review because I was so upset and tired of being upset, to be honest. Hopefully, this person got fired since then. Okay, so I ordered on my app for in store pick up. When i got there and told them the name for the order, one lady working there told me I already picked it up. This was very confusing because I literally just pulled up and certainly wasnt there before this. She said that a girl named Kayla was either with me in the car or supposedly picked it up for me. I told her that couldnt be true, i had not been to this place at all today. She heavily implied that I was lying. I apologized profusely for the confusion (though, now I see it wasnt my fault) and showed her my order through the app. She was not having it at all, she would not believe me. Meanwhile, there was a guest picking up his order by me, trying to make small talk with me when she walked away because he could clearly tell I was panicking. I still think of this guy and hope he’s having a good day because I could tell he was concerned for me. To make matters worse, I’m diagnosed with OCD so I have a very hard time trusting myself. I often feel disconnected with myself and have panic attacks that i’m not in control of anything. So, needless to say, this is like the worst case scenario my therapist tells me would likely never happen. And now it’s happening and there’s nothing I can do to make anything right. I was just shocked so I wasnt crying yet, I just felt like everyone was looking at me like I was going into psychosis or something. I knew what I did and that I didnt pick up my order but it was my word against the woman working there. Once they finished remaking my order, she gave it to me and I thanked her profusely while still apologizing for the confusion. Her response was “yeah well, you might be seeing Kayla when you get home”. I told her yet again that I had no idea who that was, that I dont even know a Kayla (which is true). She chuckled a bit and said “really?” And I repeated that I seriously didnt. Again, she still wouldnt believe me. I finally left and when I got into my car, I immediately started crying. I called my bf because I thought I was losing it. He calmed me down so I could drive home. He wanted to come to the store and confront the lady but I told him not to because I wasnt sure I even trusted myself. When I came back several weeks later, I brought my boyfriend for emotional support. We ordered through the drive thru and the same lady was there, much to my chagrin. My boyfriend tried to be nice, complimenting her rings and it all seemed fine. I ordered light ice in my drink and he saw her deliberately fill the cup with extra ice when there wasnt enough drink. I told him not to say anything because I get super anxious about people fighting. Oh yeah, forgot to mention that I also have generalized anxiety disorder so that’s great for these types of situations. I will never go back to this location so long as this woman is working there. I didnt get her name but I noticed she wore a TON of rings, like at least one on every finger. Its a shame because everyone else is super nice and gets my order right, no problem. But I legit have trauma from this lady and I pray to God that she doesnt work here anymore. I’ve worked in food service for multiple years so I always understand the stress of the workers and tend to side with them by default. But this situation was so bad that i’m still thinking about it...

UPDATE TO THIS REVIEW I originally gave this store 1 star because of what transpired below but I had an experience that I never ever thought would happen. The actual Owner and Gm reached out to me about the incident😳. Not only did they reach out to me but actually met with me about the situation😯ikr. Well to make this story as brief as possible... they listened to what I had to say and how I felt about the experience and more than assured me that my future experiences with Dunkin Donuts would be different. Any establishment that will go that extra mile to ensure the quality of service that's being exuded is at its highest for its customers can't get anything lower than 5 stars from me. That level of dedication to its customers which contributes to the success of the business is breath taking and was a refreshing experience. I thank you again and will continue to support your business.

Sincerely, Joshua beason

Just wondering how you feel about your employees and manager turning away money.... especially when the store looks fully staffed. I'm also wondering if your views of "my kind" (black) shouldn't come there if there's something i don't like? 🤔 How is the lobby closed when fully staffed and the doors are open? Or does Dunkin donuts pick and choose who they serve and who they turn away? If you care to discuss this further if love an email from you or a...

Went this morning through the drive thru - when placing my order they had it 100% on the screen and we're really quick to everything done. When I got home, I realized I was missing an item in my order. It took me 3 calls before I could reach anyone and when I explained what happened and asked if I could come get the missing item the person on the other end seemed to not care.

My husband then returned and went through the drive thru. He ordered 4 muffins. When he got to the window the woman yelled for 2 large coffees and some other things. He corrected her and she had to bring over the manager. The manager then helped her update the order (after he's the one that took it at the speaker in the first place), walked away and brought back the wrong order again.. 3rd times a charm I guess.

Not once during any of these interactions did anyone seem to know what was going on and no one seemed to be apologetic about it. It's one thing to be busy and have a bunch of new hires but seriously....get a better manager and teach your employees to slow down to get things right!

The food is alright though and I still love...