Dunkin' — Restaurant in Havelock

I usually go to the DD's in Morehead but I was in Havelock so I popped in here for the first time. The drive-thru is in this odd place and is not easily visible, so honestly I thought they didn't have one and went inside.

They had a long line in the store, and it was not very clean. The counters were all sticky and a lot of powered sugar and food crumbs were everywhere on the floor. There were also minor coffee spills on the floor around the counters.

I ordered half a dozen donuts, two of the crossiant stuffers and a hash brown. I kid you not, half my donuts were wrong. I would call out specific donuts and the lady picking them would just... pick one completely unrelated to what I asked for??? Example: I asked for a Bavarian kreme, and I got a regular powered donut. I had to correct her several times.

But I took my donuts and went to stand in the other line for pickup, which had a bunch of people in it. It was here that I realized the manager lady (at least, I think she was), was being very aggressive, rude, and heavy-handed with items and her fellow staff. Her and other employees were very rude at the drive-thru window, as well, and the manager was pratically harassing one of her employees who either didn't know how to make a certain coffee or there was something wrong with the machine. Going to far as to actually hit the machine several times with her hands.

I realized then why there were 6+ employees in the store but a line longer than 15 minutes: the manager has terrible management style and skills and the staff has disconnected from her and the job.

After waiting in a pickup like for 5+ minutes, it was THEN that I was informed that the two croissant stuffers I was ordered were not available. They did not offer a refund, just a replacement. I chose the next item (a BE&C croissant) that I would settle for and she loudly told the chef to give me another hash brown, which they did (I did not request it but I wasn't complaining). I was several dollars down but at that point I just wanted my food and out of the store.

The food was not good. I'm not even sure the bacon on my replacement sandwich was cooked fully. I took two bites of it and had to stop eating it because it just tasted bad in a way I can't even describe. The hash brows were tolerable but worse than the Morehead ones by a longshot. The donuts were even dry - on a very humid day in June, it baffles me how they can be as dry as they were.

This is my first and last experience at this place. It takes a lot for me to not want to go somewhere ever again but this place did it. At the VERY least, I will not go back there while this manager is in charge. This place needs a...

EDIT: I mentioned this incident below to one of the managers there, Ryan, and it was completely taken care of. I can not express how awesome he and the people that worked with him that day were. They all went above and beyond to try to fix a problem that wasn’t even their fault. Thank you so much to Ryan and his team.

So I went in today at 7:32 and I ordered ONE small coffee with double cream and double liquid sugar and a donut. When I got to the window the lady handed me two straws. I thought this was odd but I didn’t think much about it. Then she told me the total was $5.52 after I handed her my card. That’s when I got suspicious about my order because that seemed really expensive. She handed me my donut and single coffee then asked me if I wanted a receipt and I said yes. She handed it to me quickly then closed the window. I checked my receipt and I was charged for two small coffees. So I pulled into the parking space and went inside where I wasn’t even acknowledged I was just directed to a register by, who I assume, was a manager. She started pressing a whole bunch of buttons without even asking me what was wrong and then after like 2 minutes of me standing there she finally was like “did you get charged for two donuts”. I said “no you guys charged me for two coffees”. So she asked me for my card, did what I assume was refund me for one coffee, and then handed me my card and receipt for that then walked away. Literally walked away without saying anything else. I had to ask her if that was it and she just said “yes”. When I got back in the car I realized that they also messed up my coffee and at that point I was so frustrated I gave up. They put regular sugar in it instead of liquid sugar. The name on both receipts was Jakima G. so I honestly have no idea which one that was as there was only two people in there and I interacted with both. The refund is also still not on my card and if it doesn’t show within the next day I will be going in and calling whoever I need to call to get this fixed. I’m honestly the easiest to please person but this was...

Being from New England, Dunkin' is my go to "comfort" restaurant. I have lived in the area for about 8 years and have continually had bad service here, however I have always decided not to leave a review until today. My orders are always messed up and are never correct; wrong food, missing items and even got an iced coffee with 0 cream and 33 sugar before when I asked for an iced coffee with extra cream and extra sugar (which is usually about 3 of each). Today was a whole nother situation though. On top of the poor food quality, the customer service has always been horrible (except for a few notable staff members, which has been the only thing keeping me going back). I went in this morning to pick up a couple donuts and an iced coffee. As I was at the pickup window waiting for my coffee, another staff member dropped off a hot coffee, and since I was the only one standing inside, I asked if that was mine. The lady who took my order said yes and so I told her I had ordered an iced coffee, not hot. She rolled her eyes, stormed over to the counter, grabbed the hot one and threw it in the trash. As she began to make my new iced coffee, without looking at me she has the audacity to tell me that I had ordered a hot coffee. I do NOT drink hot coffee, never have ordered one and never will. I don't like it, so "hot coffee" never comes out of my mouth when order, so why would I say it now? If she misheard me, that's not my problem. Instead of calling her out, I just politely apologized and told her I meant to say iced, then. As I was walking off she started mumbling to another coworker. This episode was the straw that broke the camel's back. This Dunkin' has always been horrible with food and staff and although I want to hold onto it as my comfort donut shop, I'll be going to Tender Donuts in town instead. Both their food and their staff are exceptionally better. Good luck to Dunkin' staying open, especially as we are having a Starbucks open here in town now, too. I can only hope Dunkin' gets new management with new staff before...