Dunkin' — Restaurant in Kansas City

After a visit to the airport, I decided I was in the mood for a coffee and a snack. normally I visit the Dunkins on 87th in Lenexa "outstanding customer service btw" or the Dunkins on Metcalf just off of 635 "also Outstanding customer service" but this location was a short 6 minutes drive from me.

at first I asked for the popular cupids choice that is still selling at the above locations. they informed me they have not had them since valentines day.... even though they still advertise them. no biggie. I ordered a different donut. I got an extra large hot coffee with cream and sugar. it had no sugar in it.

finally i ordered and everything bagel toasted with cream cheese. I went through the drive through. when i went to bite into my bagel there was no cream cheese on it rather 2 sides of cream cheese and a knife. now this is an item i order often again at the above two locations and have never been given items on the side.

I pulled back around the drive through and requested the cream cheese be actually spread on my bagel, as that is a service I am used to with Dunkin. and the young lady informed me Dunkins has never spread cream cheese on their bagels and they always put it on the side. As if I have not been eating dunking donut bagels since 1996. they politely provided me a refund for my bagel or so I thought, as I am now just getting home and looking at the refund receipt. they refunded the donut, not the bagel and that's a costs difference.

I will say through all of it the employees were polite. But I would not recommend you visit this location if your used to a brand standard that your accustom to at...

Just not a very good experience with this store. The first time I went was at night (maybe at 6pm). To the looks of it there was only one person working so I felt kind of bad, but all I ordered was a refresher. Drink was great, service not so much. I didn’t get a thank you or have a good night. I would understand if there was a long line and she was the only one working but I was the only one there and I didn’t give her a reason to be unkind. I get it working food service isn’t fun but give it a little more effort. The second time I went here was (this morning with my boyfriend) just as bad if not worse. I ordered a Boston creme donut and a chocolate frosted with sprinkles donut. What I received were two completely wrong donuts. One was half the size as it should’ve been and the other didn’t even have sprinkles! We also ordered iced drinks, I ordered an iced velvet macchiato and my boyfriend ordered an iced chai latte. Both just tasted like bitter coffee, which is odd because online it says the chai latte doesn’t contain coffee. I’m not the type of person who drowns their coffee in milk but all I tasted was bitter coffee. It was too bitter to drink. Maybe they just didn’t make it right but just this store hasn’t given me very good service. Not impressed with the amount of effort put into their work, especially for such a popular chain that has so much hype on...

This location has had a SERIOUS decline lately. Dunkin has never been the pinnacle of coffee and breakfast, but they've always been solid for the price. This location, specifically, had always been pretty consistently decent for years. Within at least the last couple months, I've been here six times, and each and every time the coffee and lattes I've received have tasted disgustingly burnt (the lattes in particular also seem to completely lack steamed milk lately, seems to just be hot milk). Same with the food, my sandwiches are always charred, even the hash browns are always charred. They've also suddenly stopped asking if I want to replace the sandwich bread when they're out of the standard one and will just use whatever they want. I've had croissant sandwiches randomly replaced with english muffins and bagels several times without warning.

Dunno if they have some unresolved hardware issues, management issues, or staff issues, but its super obvious that something happened that isn't getting resolved.

Won't complain about wait times or staff still learning the register like some of the other reviewers have decided to rant. We're literally still in the middle of a global pandemic, have some patience. But I guess that's...