Dunkin' — Restaurant in Jacksonville

I want to start with saying I love Dunkin’ Donuts and that my husband and I go very often. I’m extremely disappointed that, on Sunday, my husband and I were met with a very disrespectful employee, MALINA, as well as a careless manager.

FOR CONTEXT: When we go to Dunkin’, we clarify we want granulated sugar instead of liquid sugar in our coffees (we just prefer it). If the person taking the order doesn’t communicate that we want granulated, it is on the employees, not us as customers. Rather than making a big deal out of the many times it is made incorrectly, we ask and confirm whether it was made with granulated. Whoever made the coffee typically has to remake it because it ends up being liquid sugar.

WHAT HAPPENED: I guess they’re tired of making the same mistake and having to fix it, because when my husband and I were at the window, we heard the girl who made our coffee say “oh god, these people again… You want granulated sugar!?” with what sounded like absolute disgust and attitude. I replied with “no, we didn’t ask for it this time.” Which is true, because my husband forgot to request granulated (we wouldn’t make them remake since we are the ones who forgot to ask).

I asked my husband to go in and speak with the manager to make him aware of this employee, and to possibly handle it. My husband is a very kind and respectful person, and wanted to communicate for the outcome of a bit less disrespect to their customers.

The manager asked what happened. My husband summarized and asked for the girls name (The manager knows who we are as well because we’ve seen him act displeased when he has handed the coffee’s made incorrectly as well.) He avoided answering with her name by saying “hold on let me talk to her.” He left and came back with her. She walked up and quickly said “I apologize.” And was ready to turn around. My husband felt it was extremely insincere and disrespectful. He relayed to me that he spoke to her calmly and explained: “we need to have mutual respect with each other. You don’t need to speak to me a certain way [with disrespect], and I don’t need to speak a certain way to you in response.” She became more upset and said “I apologize.”, insincerely again and left. My husband looked at the manager and asked what the girls name was again because he didn’t appreciate how she continued to act. The manager replied quietly so that the answer was hard to hear. He then asked the manager a third time saying he could not hear him well, and learned her name was MALINA.

Unfortunately, this is the only convenient location near us. If they know who we are, I’m genuinely scared that she, or whoever is mad enough at us for their own mistakes, will retaliate by spitting in our coffee if we order from this location again.. especially since there is no other way to get back at us. Now we will be going out of our way to the further Dunkin’, or...

The only reason I'm even giving this place one star is because at least the gentleman who attempted to fix my coffee was nice enough to take a moment to fix the problem. We arrived at the location, my two friends and I, before class and the first order was just an iced coffee. That took about three minutes. My order was next an I ordered a caramel macchiato. The order took about two minutes to even be acknowledged and I stepped aside to let my friend order her iced mocha latte and two donuts meanwhile a long line had formed.after ten minutes of waiting, my friend got her mocha latte but it was hot. The lady cashier said it was supposed to be mine since it was a medium. I said no I had ordered a hot caramel macchiato but that I was tired of waiting and I'll just take it. The man who was also working offered to make the original order and for me to keep the latte, cool. He took no time at all to remake my macchiato while also correctly making the ICED drink my friend ordered. The lady who took our orders and relayed them to her coworkers tried to blame him for the mistake and argued with him about it in front of the desk. She turned to us and offered a free donut for each of us and when we didn't answer right away (one second) she pierced her lips at us and moved on to the next person in line. I could see the other customers becoming annoyed with them, with her, and the long wait. Not only was the customer service almost completely non existent but the place was dirty and needed to be cleaned up. The tables were sticky, trash on the floor, and sugar was all over the counters. I felt gross just standing in there. We walked in the store at 1710 and didn't leave until 1732. It's really sad a few cups of coffee can't be made in a timely manner and that trying to resolve an issue is such hard work when it comes to trying to please your customers. Thanks dunkin for the coffee but that was the last time I and my friends ever go there. This place is full of *sshats who don't know customer service or how to make coffee. Try hiring better people.There have been too many times to count where y'all have failed and this was the last time y'all get to fail at...

I never leave reviews, but this really ticked me off. I went into Dunkin’ Donuts wanted a coffee. I always have cinnamon and sweet and low because trying to cut back on sugar so I asked if I could add cinnamon to my coffee and the girls looked at me funny like and then looked behind them at their Area manager I said I would pay extra. He said those are to be saved for the specialty drinks and I said but I don’t want all that sugar. I’ll pay for a specialty drink. Can you just give me some extra cinnamon? That’s all I asked for he said I am the area manager and that is not allowed and I said, but every other Dunkin’ Donuts give it to me he said well they should be Reprimanded for that because it is not allowed and once again I said, but I’ll pay for it a latte just make me work the coffee that I want a regular coffee with Splenda and cinnamon and he said we can’t do that makes no sense was very rude. Very very rude so I got my coffee told him he was an idiot, which I feel kind of bad for but the way you talk to me just piss me off and it was my morning coffee. You know how that goes And then I tipped the girls and told him they’re doing an awesome job and that their manager was an asshole and then I walked out. I feel bad for that the customer services customer service and customer is willing to pay a latte price for a regular coffee with cinnamon. Why can’t she get what she wants don’t get it so now I bought my own cinnamon and keep it in the car so when I go to Dunkin’ Donuts, I can put cinnamon in my coffee. The customer service is customer service. Y’all have a...