Dunkin' — Restaurant in Jacksonville

Visited just before 830am, which is a busy time for any coffee chain. I walked in already expecting to wait a few minutes, I never expected to wait nearly 20 minutes before they even started preparing my order, Iced Latte and a double shot on the side, nothing complicated or fancy, an order that I place on the app very regularly but never at this location. Cashier didn't seem to have any idea what a blueberry vanilla iced latte is. No big deal, maybe I'm confusing, maybe they're new, we got through it. Waited several minutes, heard orders that were numbered after mine being called and handed off, no worries, I'm patient, after ten minutes or more of me standing there, ever so patiently waiting I was finally asked what order I was waiting for and was told they would start making it. I was told two more times after that, that my order would be started. I guess "third time's the charm" rings true in this instance, because my order was finally started the third time the same young lady told me it would be made with not even a glimmer of kindness, not even an attempt at a fake smile, I don't believe there was even an acknowledgment or apology for the 17 minutes I had been standing quietly waiting for my beverage at this point. A simple "sorry for your wait" could have at least been offered, yet it was not. Instead I observed a team of at least 6 to 8 people that were very clearly lacking in customer service skills, and there was absolutely zero communication between team members. I personally have worked in positions of varied settings dealing with customers for over 20 years, I understand that customer service isn't for everyone, I don't believe any person employed at this location is a good fit for having any type of face to face customer interaction. What do I know though? I'm a silly woman who pays more than $10 and waits of 20 minutes for an espresso drink. I do know that I will NOT be giving another penny to this particular location, as I've had an awful experience on every visit, this morning being my 3rd and final. This team definitely needs more guidance and/or training. Do better Dunkin'. (For reference, I exited the establishment at...

I used the application and pre-ordered the night before. Last minute I was told that my command had a top tier see and be seen “potluck”- DD was my saviour- being that I did not leave Camp Blanding until after 2100 and was due to return 0745. The order was placed, credit card charged and I arrived at 0645. The application notified me that the order was ready- it was NOT. I, politely, waited for it to be gathered. A large sealed bag and 2 small bags were given to me. I inquired about the holiday toasted white chocolate hot coffee with an extra shot of espresso that was included with the order- the worker was obviously overwhelmed and a bit disgruntled. I went out of my way to thank her and even apologize in effort to diffuse her negativity. I moved my bagged items to a side table and began to match the contents to the receipt the same worker was angered at the site of this action- telling me that my order was correct. I continued. I noted that 2 items had been substituted without any mention and that there was guacamole (A LOT) on one of the cinnamon raisin bagels. She wanted to take the entire order back. By this time- the establishment was standing room only- I , again, apologised to staff and thanked them as well as apologised to those waiting. I replied to the worker that remaking the order would not be necessary- we needed to trade plain bagel for an everything and the cinnamon bagel / guacamole for one without… and I would still like the coffee, please. She was angry to the point of eyes bulging! A young lady from the drive through (wearing the headset) quickly walked from the side to the counter and asked how she could fix my order. She quickly and proficiently amended the issues, made an OUTSTANDING cup of coffee, smiled and wished me a good morning! Well played, young woman! Your older co-workers need to take notice and learn from your example: proper leadership, professionalism and...

I come here every morning, this morning on April 10th I did a mobile order & when I got to to the window the younger girl who was at the register asked what was my order I told her I had a mobile order as said at the drive thru. I also told her I would like to redeem a coupon because I was having trouble applying it online, she went and got some younger black girl with purple hair (I’m black so I’m not being racist) and the moment she came to the window she had a nasty demeanor. I was showing her the coupon and she said WHAT IS IT? I said what I’m trying to redeem. She said WHAT IS IT? You showing me a coupon but what is it? (My thoughts: Isn’t that the purpose of scanning it?). I politely said it’s a bacon sandwich, she rudely said NEXT TIME YOU NEED TO ORDER IN THE DRIVE THRU. I said ok well you forgot my coffee to give to me that I ordered she gave it to me then gave me my receipt and I took it and she said (the worker with the purple hair) “I’m not giving it to you babe” NEVER RECEIVED IT. I come here EVERY MORNING and have NEVER dealt with such negative energy around my food. & to not give me what I asked for with my order that I paid for is insane! Luckily my 14 year old daughter was in the car and just said MOM LET HER BE! But please keep her from the window !! She’s the nastiest person I ever encountered at the Dunkin Donuts. I have way too much integrity to be going back & forth with a little girl. If people want to be RUDE they shouldn’t be working around or servicing other people. Bad morning? Don’t take it out on the customers. The encounter could’ve went totally left if I wasn’t in a clear head space this morning....