Dunkin' — Restaurant in Highland Heights

Ordered online as always, usually ready when I walk in at the online order pick up counter but not this time.waited 10 mins for my online order and saw customers that came in and ordered at the register get their orders before mine.went up to the cashier and asked what’s going on with online orders.the response I got was “there is only 4 people here working right now”. The cashier had a snooty attitude tone in her voice.then I was asked the name for the order to long behold find out my order was sitting behind the pick up counter instead of being put on the online order pickup station. My iced drinks had ice that already started to melt and my hot breakfast sandwich was luke warm. I received no apology from the staff, and when I was walking out I overheard 1 of the workers say “god” with a sigh as in I was an inconvenience to them when I shouldn’t have to ask where my online order was in the 1st place.listed a complaint with the customer service company.giving this location 1 more chance to not give me the same experience.if this happens again I will take my business to another Dunkin location and make sure to tell friends /family about how this location treats paying customers. Management clearly needs to re-train staff on proper customer service. I understand we are in a rough time where employees are short staffed but that doesn’t give a franchise to treat...

Like most Dunkin donuts I go to, they are friendly enough. The line moves quickly and the donuts are usually only good until maybe noon. They are not made at the stores, like they used to be, so they start getting hard a lot sooner. I did have an experience last spring/summer with a cashier... I gave her my order and it came to $5.15. I gave her $6 and she abruptly said, "Let me guess, I can keep the change? Oohhh!!!" I serve/bartend for a living so this statement shocked me. I always leave at least $1 in their tip jar, even though they are making an hourly wage, unlike myself. For her to even suggest that me leaving her that 85 cents was something to mock, was so rude and disrespectful. (Little did she know, I had 2 dollars in my hand that I had planned on leaving as well.) I took my change and put it right in my change purse; along with the 2 dollars, shook my head, and waited for my items at the pickup area. She feably tried to explain that she "jokes around a lot". I told her it was very humorous and I planned to use that when I got to work, thanked her for the idea, and left. It didn't make me mad, it was so cringe worthy that it made me laugh. I'm hoping someone has explained to her that's not on the list of what she should say...

Very clean location, and despite not having a drive thru - very busy. I understand the amount of customers can be quite intimidating but I believe there needs to be a better process in the morning rush - it always seem very confusing with who is waiting - who is in line - and then when the orders are ready it is not always clear to hear the person behind the counter. The digital screen seems like a great idea but it isn't being used - if I wasn't in the profession I am I wouldn't know to pay attention to it. So hopefully they can get some type of organization in there but I will continue to go to this location and appreciate the team and...