Dunkin' — Restaurant in High Point

My mom and I walked into Dunkin' on North Main since the drive-thru seemed to be backed up. We were not standing near the counter, but by the cups (out of the way) while we reviewed the menu. The manager, Melissa, yelled "IF YOU"RE PAYING WITH CARD YOU NEED TO USE THE KIOSK". Okay, no problem you don't have to yell, we were not ready to order. Once we were ready, we went up to the kiosk to place our order, I had a question because one of the items did not show an option on the kiosk that I saw on the app. I asked polity, because the staff was busy and seemed frustrated, "I have a question about the muchkins", Melissa responded, "What's your question" with an attitude. I proceeded, "I only show assortments on the screen, can I have all of just 1 flavor?" Multiple staff said yes. Perfect, I placed my order and we waiting quietly for our food. In the meantime, Melissa made rude comments about my mom and I "slowing her staff down", and complained about customers while there were 5 customers in the store. She was so rude to one customer who needed assistance with his mobile order. The staff and Melissa repeatedly told him he did not place an order, I walked up to him to help him since I could see him feeling overwhelmed and not understanding. The drive-thru worker saw his order (Side note: I have encountered the morning drive-thru cashier many times and she is the SWEETEST HUMAN, she deserves to be a manager over Melissa) told her team, his order is in the drive-thru queue. The manager, Melissa, takes the bag, gives it to the man and yells (again), YOU PLACED IT IN THE DRIVE THRU NEXT TIME MAKE SURE YOU PLACE IT FOR PICK UP. How is this lady a manager? She needs customer service 101. You do not speak to customers that way especially customers who aren't even saying anything or being difficult. My mom started to say something, but I figured it would only escalate the issue so we took our cold food (bacon and bagel bites) and walked out. I called the store, and asked to for the managers name because she wasn't wearing a badge. She gave me her 1st name, she refused to give me her last name or initial, and then nastily said, "what do you need help with". I told her I would be writing a review for her store and the experience we had, and I hung up on her, because I did not want her to hear her nasty comment that may have come after. I understand bad days, I have worked in CS and CX for 10 years; however, I always tell my team, one customer at a time, and if you need to step away do so after the rush. If someone isn't giving you a hard time and is just trying to get an understanding do not take your frustration out on them. Maybe management isn't the best role for her, because her attitude affected the whole team.

For the counter cashier and the drive-thru cashier, I'm sorry you have to work for someone like her. I know you were doing your best! Thank you for helping me and my mom, I hope your day got better and a little less busy. Speak up to your senior leadership. You do not deserve to work under Melissa's stress just because Melissa does not know how to effectively manage a fast pace...

This place is fairly new ro the area and I finally got around to trying it. I ordered easily and smoothly online, everything was going smoothly...then I got to the restaurant to pick up my order through the drive thru. I was asked to immediately pull up to the window and I thought, "Yay! This is going so smoothly!" HAHA! Then I proceeded to wait for ANYONE to come to the window, I almost pulled off and went in. When the person finally came to the window they opened it, didn't even look in my direction, not to be rude to the coworker that she was having a conversation with, and threw her arm out the window with my tea in her hand. I took it and said, "thank you." She proceeded to close the window without even looking, still engrossed in her conversation. I proceeded to wait another long period, especially for food that had been previously ordered and paid for online like 30 min prior, it should've been ready-they had PLENTY of time and NO ONE was in the drive thru the whole time I was there (I see why now). Again, the window opened abruptly and there was a bag shoved basically into my face...she prob didn't know bc she WAS NOT even looking at me and didn't look at me once the entire time. Never spoke one word. I took my food and left. Then after all that...my FOOD WAS COLD, and mediocre. I had high hopes for this new location but it appears we have the same issues just a different building. What a...

That person named Melissa needs to be fired IMMEDIATELY . She is the rudest person on the face of this earth. I bet when she was interviewing for the job she told them how she would be a great asset. She is going to be the downfall of the store if she doesn’t get fired. Y’all are losing a lot of customers because of her attitude. I’ve had no issues with anyone else at that location. They are very welcoming. But for that Melissa character, SHE NEED TO GO!! I usually don’t do things like this but she forced my hand. PLEASE DISMISS HER. I have been in contact with the corporate office Coastal Franchise and will continue to contact them until I no longer see her. People start their day with coffee we need a friendly person. My coffee was made with cream and I asked for no cream. She tells me no it wasn’t made with cream and remade the coffee and gave it to me with a nasty attitude. The 2nd cup was exactly how I order it every day (NO CREAM). Please remove her from all her duties. I am always pleasant when I go there. There’s no need for her to be disrespectful. MELISSA NEED TO GO, MELISSA NEED TO GO, MELISSA NEED TO GO, MELISSA NEED TO GO, MELISSA...