Dunkin' — Restaurant in Gulf Breeze

Even giving one star for the service we received this morning is too generous. Tried to go thru drive thru at approximately 7:12 am this morning. There was one car ahead of us as we pulled up that car was already pulling forward. We got to the box and not quite a minute later we're greeted with the usual promo of the day BUT even that was cut off in mid sentence and then silence... finally I said hello and we were finally spoken to by an employee. We stated we'd like 2 coffee's with extra extra cream and 2 sugars, a breakfast roll, and before we could continue our order we were told to pull around. I said I'm sorry but we're not done ordering... so she says go ahead and I finish with I'd also like 2 breakfast wraps... silence for several more seconds before she comes back and says can you repeat that... we say our whole order again, we're waiting on some sort of confirmation before we have to say hello again then we're told to pull around. So we do. When we get to the window we get our breakfast roll, and our coffee's. We wait for several moments before we are told to move forward with no reason why, I assume it's because a few extra seconds are needed to make the breakfast wraps but before we pull ahead we have to ask for our receipt. So I pull up front and after 5 more mins I go in to see whats taking so long. I'm told the wraps are frozen and I wonder when I was asked to pull forward they must have known that and why wasn't I told then. At this point I'm going to be late for work as we pulled up at 7:12 and it is now going on 7:30 and we still do not have our order. 18 mins! So I'm informed that the wraps are frozen and ask for a refund of that portion of the order because I have to go. So instead of taking care of that the employee waits on 2 more customers in the store and person behind us at the drive thru, who had to wait as well, already has their order and driven off. When my husband sees that and comes in the store and asks the person in charge what's going he's accused of copping an attitude by the employee! He asked why it wasn't communicated better that the wraps were frozen her response was "it's not my fault". We let them know that we would be calling later to speak to the owner and explain our experience we were told "Whatever". So we only drive off with 2 coffee's and a breakfast roll after almost 20 mins. When I went to finally sip my coffee, guess what... No sugar! And this was after having to ask the employee to repeat the order back to us when we got up to the window because of our experience at the box, and she couldn't even get that right. Not once did this person apologize to us or try anything to make it right due to the poor customer service we received. She was flippant and accusatory towards us for voicing our...

I am writing to express my deep dissatisfaction with the service and experience I had at your Dunkin’ Donuts location on Gulf Breeze Parkway on [insert date here]. My experience was profoundly disappointing and warrants a thorough review and immediate corrective action.

On [insert date], I visited your store’s drive-thru to purchase breakfast for my family. We ordered a variety of items including egg sandwiches, vanilla-flavored coffee, caramel-flavored beverages, bagels, and biscuits. To my dismay, the service staff informed me that they were out of eggs, vanilla flavoring, caramel flavoring, bagels, and biscuits.

The lack of these essential items severely impacted our meal. As a popular breakfast destination, it is reasonable for customers to expect that basic menu items like eggs and bagels would be readily available. The absence of these staples not only inconvenienced us but also undermined the trust we place in Dunkin’ Donuts to provide consistent and reliable service.

Despite the absence of these key ingredients, I was still charged the full price for our incomplete meals. This is unacceptable. Charging full price for partial and substandard service is not only unethical but also reflects poorly on your brand’s commitment to customer satisfaction. We essentially paid for items we did not receive, which is a clear case of overcharging.

Additionally, the staff’s response to this situation was less than satisfactory. There was no attempt to offer any form of compensation or alternative solutions to mitigate our inconvenience. The lack of communication regarding inventory shortages prior to us placing our order only added to the frustration. This experience has led me to question the operational management and inventory control at this particular location.

As a regular customer, I have come to expect a certain standard from Dunkin’ Donuts, and this incident has significantly marred my perception of your service quality. It is crucial for the management to ensure that stores are adequately stocked, especially with fundamental ingredients that form the core of your menu offerings. Additionally, transparent communication with customers about any shortages before they place their order is essential to maintain trust and customer satisfaction.

I urge you to address this issue promptly. It is imperative that customers are not charged for items that are not available, and that they are informed about any shortages beforehand. I also recommend retraining the staff to handle such situations more effectively and courteously.

I hope this complaint is taken seriously and that measures are put in place to prevent similar occurrences in the future. I look forward to your response and a resolution to this matter.

Thank you for your attention to this...

I went there yesterday 12/24 around 8:30 and the drive thru was not busy. The on duty manager took our order, and from the start she had an attitude. It was like we were a bother to be there, very short and nasty. When we got to the window and paid they asked us to pull forward, which I did. After 10 minutes I backed back to the window (no one at the drive thru) and knocked on the window and asked where are food was and again they were short with us and asked us to pull forward. I didn't move forward and at this point was getting frustrated with them. I asked for the on duty manager and she (who took our order) said it was her, so I asked for her manager's information and she said she was not alloud to give it to me. She was very rude, nasty. She also said if we didn't pull forward that they would get fired. So first, there is nobody behind me waiting for anything, second there is no space for us forward due to the parking lot being so akward. So I didn't move, I finally got the food and the order was wrong too. Very bad experience that never had to happen. I would really like to talk to the store manager. Good...