Dunkin' — Restaurant in Kansas City

First of all the worker in the drive through (blonde female) cut me off as I was telling her my name on my order- I wasn’t sure what the last name was under and she interrupted me and started saying that her truck didn’t come on Wednesday and she’s out of bacon, so she had to make both of my wake up wraps with turkey bacon, that she had no other choice. I could barely get a word in edgewise and said that one of my wraps was sausage and asked if she could make both of them sausage, she said no she was out of sausage as well. She said twice that I could make a complaint in the app, but there was nothing that she could do for me. When I pulled up to the window, she showed me two small cups and said that this was equivalent to a large. I told her that I ordered a medium, and she said that she knew that, but this was her telling me that she was hooking me up. I took the bag and cups and mentioned that I had ordered two drinks. She was confused and started asking another employee, and I told her that it was a hazelnut latte. She said that they’re also out of hazelnut. So I asked if they could do a brown sugar iced latte instead, and she said “so the same as yours?” I said no, and then she said “You got a shaken espresso, an iced coffee is the same thing” which I was appalled hearing coming from someone’s mouth that works at a coffee shop. I also said that mine had almond milk and she wanted whole milk. A different employee (brunette female) brought 2 cups to the window, ensuring me that it was equivalent to a large. I had a gut feeling that my drink was wrong and I asked this employee my drink was decaf, or a shaken espresso? She said it wasn’t decaf. I was shocked. I asked if I could have it remade and she said yes, but she has to take the other ones back. I said that’s totally fine, as I’m highly sensitive to caffeine. When she came back with my remade drink, again and two small cups, was the first time in this whole interaction with both employees that I received an apology and it was for the wait. I’m honestly appalled at this whole experience and lack of knowledge and accountability. I will absolutely never come back to this location because I have zero trust that they can make my order right, and with sensitivities and allergies that is extremely concerning and scary...

I used to love coming to this Dunkin- I order iced matcha lattes from here all the time, but lately I’ve found myself pretty disappointed. I get it, it’s dunkin, and it’s not going to be “top-tier” but the last couple times I’ve gotten this order, the drink seems to have been blended with ice leading to an ice-chip filled drink/basically a frozen drink. I get it that matcha is a powder and has to be mixed with water, but I guess I’m not understanding why it is now being basically blended with ice like a frozen drink. I’ve never had a problem with this drink before. When I asked the drive through attendant why there was so many ice chips in there he informed me they “spin” it with ice. They had never done this previously so I was a little confused. I politely asked him if he could like strain it out over some regular ice so I wouldn’t be drinking ice chips; visibly annoyed with me, he took it back to do so. When he brought it back, it was clear that he just poured out some of the drink and piled more cubed ice on top (I will include a photo for reference). They also forgot the cold foam I had paid for on top and when asked to do this, he again seemed visibly irritated that I was asking him to do his job. I am not usually a “Karen” per se, as I myself work in the service industry and understand mistakes are made and how frustrating customer complaints can be at times. Don’t get me wrong, I still drank it and it was delicious, but eating ice chips after every sip is less than ideal and honestly annoying. But truly the energy I was met with after politely asking for it to be fixed (not even remade, just poured out onto regular ice) was really uncalled for. I know Dunkin doesn’t care about my $6 a day business, but like...

Every Dunkin seems to be hit and miss, sometimes you get great coffee made the way you want it, sometimes you don't... but instead of complaining I would rather give a shout out to two employees at this location today. I ordered 2 large iced coffees. The gentleman in the drive thru was incredibly nice and made me feel like a valued customer. I started home and took a drink of my coffee. It was bad...like tasted sour/weird bad. I tried my daughter's and it had the same weird taste (maybe bad batch of coffee?) I called to ask if I could come back and get new coffees. The lady on the phone was so gracious and kind. I got back and they had my coffees waiting for me and made sure that the new ones tasted fine. Both of the employees were very kind and apologetic and not at all rude, like other reviews state. Maybe different employees, maybe not. Was it inconvenient to have to go back? Yes. Was I annoyed by the inconvenience? Naturally a little bit. Was I rude to them? No. Negativity breeds negativity. All people out in the workforce are....working...they want patience and kindness shown just as much as you and I. Thank you kind employees...your positivity helped me have...