Dunkin' — Restaurant in Island Lake

I was just at dunkin on 9/11 around 8:00am to get Saturday donuts for my kids. My order is in the photo I always have my order ready and I did not get any coffee. The woman who is always on drive thru asked if I wanted a variety or to pick. I responded to pick my donuts. So I proceed to run through my list to her. I get to coffee donuts which aka coffee rolls. My kids just call them that. She told me through the drive thru speaker that they were called maple donuts and I responded by saying no they are coffee rolls. When I get to the window I opened the box and sure enough they were donuts with maple glazing not a coffee roll. I told her these are not what I asked for. This is not a coffee roll. She said that they were out of those donuts and they didn’t come on her order. She then takes my donuts back through the window and replaces those with additional sprinkle chocolate frosted donuts. When she hands my box back she proceeds to say that the coffee roll is an up charge which I am aware of because my son only eats these so we get them often. I told her I understand and she said next time to ask for coffee donuts and I told her I did at the speaker and you told me they were maple. She goes no you said maple I didn’t want to argue with this lady because there were other customers behind me. I told her for the last time look I come here often and have the same order every time. “She cuts me off and says oh you don’t have time” I said no that’s not what I said I said we come her all the time and get the same donuts I know what they are called and she goes well there called coffee donuts. She goes to hand me my card and I said I asked you for the coffee donuts and you said they were maple and she said well you need to ask for that next time. I finally just was done with the conversation. She didn’t give me a receipt with my card. We are done with this business it’s a joke and...

A most unpleasant experience at this Dunkin. The issue began as I pre-ordered through my Dunkin app, only to arrive to a line of eight cars in the drive-thru. I parked and went to run in and grab my mobile order. The door was locked. I was late for an appointment because I chose to sit in that line of eight cars for the drink I pre-ordered and already paid for. When I got up to the window, I asked the female employee when the store would be open for me to come in and grab my drink. She gave a pat "I don't know. When the guy tells me" answer. I asked her what the purpose of ordering through the app was if I had to sit in a line anyway. She replied, "if you don't like it, you can go somewhere else. Everyone else is happy. What can I do?" I told her to pass along my complaint to "the guy because I'm.." she interrupted me with "you're the only one," and I finished my sentence that there were two other customers that tried to go inside to pick up, so it was not just me and REPEATED, "pass that along to the manager." She smirked, "I am the manager; it's corporate." I brought up that other stores are open for pick up, "so pass that along to corporate." She interrupted me again saying, "hold on," clicked on the headset and began talking to someone else. At this point, I left, with the "manager" rolling her eyes and saying, "oh, dios mio." She was rude, unprofessional and frustrating to deal with. Her attitude was condescending, with her hands on her face, as if entertaining the words of a child, and interrupting me the entire time. She obviously does not realize her job is possible because of us. I WILL DEFINITELY avoid that location from now on. It's unfortunate that Dunkin has such low behavioral and customer service expectations on their "managers." Corporate needs to be aware of this...

TL;DR: Slow, bad staff. Terrible food quality, routinely. Decent coffee.

This place is always lackluster. Today was the last straw at this location. Service was slow and they seemed scattered, though not extremely busy. Waited a while at the speaker box to place my order. The woman told me I couldn’t get a bagel for my $6 meal sandwich, and I could only get a croissant or else it was another order. I called her out on it because the app lets you do it and another Dunkin did it, no questions asked. I almost drove away but was starving. I get to the window and had to wait probably 5 minutes without acknowledgment. Then they almost forgot my coffee. No one seemed to know what was going on. I asked to speak to the woman who took my order to further discuss why I couldn’t customize the order, because while I waited, I checked the app again FOR THIS SPECIFIC LOCATION and a bagel customization was an option on the meal deal. When I did this, she tells me “it’s on bagel with white cheese” (what I asked for.) So then why did we have to do that whole song and dance?

Coffee tasted fine. I go to eat the food. The hash browns were chewy and tasted stale like they had been heated, got cold, and reheated. The bagel on the sandwich was chewy and leathery, like they didn’t heat it or it was old, or both. The food is generally subpar at this location. This was the last time here for me. I would rather go to McDonald’s across the street (I hate McDonald’s), or go out of my way to another Dunkin.

One star for hot food, one star for decent coffee. This is probably a...