Dunkin' — Restaurant in Johnston

I placed an order through the app the previous night for pickup this morning at 7:10am. At 7:20am the order was not even started. I could see they were busy so I told one of the employees I would be back once I dropped my older son at school (he didn’t get breakfast because the order was not ready). I came back at 7:45am after dropping my son off and they had still not finished my order. I said “excuse me, I was in here earlier and my order which should have been ready at 7:10am was not ready, I told you I would return for the order. Why is it not ready?” The employee rudely replied “can’t you see I’m busy, there are other people here too”. I informed her that my order was placed well before theirs as it was 8pm the previous evening, and they were also there well after the first time I was in the store. I responded “no, none of these people were here before me and I need my order.” She rolled her eyes and then made the order. When I said thank you, she responded “whatever”. I then had to drive back to the school, deliver the donuts (they were for teachers for last day of school) and then drive my other son to school. The back and forth of all of this made me late for work, and started my day with negativity. I get that it’s hard to work in food service/customer service as I’ve been there, but it is common sense an order at 7:10am should be completed before walk in orders at 7:45am. And her response, although I understand she was stressed, was not appropriate. I actually feel bad for her as it seemed there was no manager so no one to help her handle the situation. I will never order Dunkin Donuts again, which is unfortunate for this business because I place multiple large orders on a regular basis for my team. Such a...

I stopped by this establishment while running errands, and while placing an order at the drive-thru, the order taker's tone came off as rude and unfriendly. I asked the order taker if I could place two separate orders because we had two families in my car, and we were paying with different cards. He said no. I then mentioned that I had recently placed two separate orders at the West Des Moines (WDM)/Waukee location, and the rude person replied that the 8th Street and WDM locations may be under different franchises.

I proceeded to place one order, went to the window, paid, and asked if I could place another order while at the window, as no one was waiting in line. I was told no again and that I should either come into the store or go back through the drive-thru. I left the location and drove to the WDM location to place my second order. I asked the barista at the window if both locations were owned by the same franchise. The district manager happened to be at the site, and after speaking with me, he confirmed that both locations are owned by the same franchise and that he would address my complaint.

The 8th Street location is losing money for this franchise, and after reading other Google reviews, I suggest they take some action. Additionally, the 8th Street location needs more customer service training, especially on how to accommodate two orders, which is not difficult. I will not be visiting the 8th Street location...

I came to this DD for the first time today- Sunday afternoon around 2pm. When I walked in, there was a mom and her young son waiting for their food. I was at the counter for several minutes before anyone came out to greet me- but one they came out from the back, I didn’t even get greeted- I just got looked at. I asked if I could make an order and one girl was training and didn’t know what to do- but did her best at the register and then someone at the drive thru stared honking as they must have been forgotten about as well? Being new to DD, I asked for assistance with the mobile app and no one knew how to help me. I ordered an iced coffee, and a wrap with hasbrowns. Everything came out at different times- coffee first which was ok, then my wrap and finally the hashbrowns. The hasbrowns were still frozen inside and the main girl working told the trainee to “heat them up again”. Several minutes later they came out and were now overcooked. I’m not sure why the main girl in charge has been left alone to run the store but has no business training and playing manager. I didn’t get an apology for my wait, or that the browns were still frozen or a “thanks for stopping in” when I got up to leave.

I experienced very poor customer service today and that is really unfortunate as I have no desire to come back. Tropical Smoothie Cafe is just next door- I think I’ll stick with them...