Dunkin' — Restaurant in Katy

Please go to any other Dunkin’ than here! I’ve refrained from posting about this location because it was a newer location and I was hoping they were just having teething issues, but the 3 times we’ve gone have all been horrible experiences! (All take out)

First time - we ordered egg and cheese sandwiches - got home to find they had put bacon in them. Didnt have time to go back and get it changed but we can’t eat bacon so ended up just throwing it out. They had recently opened so chalked it up to teething issues.

2nd visit - take out again - multiple items missing from order (even through they said they were in there) , sandwiches and coffees made wrong. Made a complaint and they told us they were putting aside some coupons and to come get them. When we went to get them they said they don’t have any coupons and don’t know what we’re talking about (spoke with their manager over email before going)

Today - ordered 2 cold brews - gave us 1. When my husband asked them, they just laughed. The cold brew we got was basically water. Ordered 3 egg and cheese croissants got 3 sandwiches with sausage (can’t eat). Went back to DD this time because it was ridiculous to get everything replaced. Spoke to manager who said yeah I heard your husband ask for 2 coffees I don’t know why they gave him 1 or were giving him a tough time .and said she will replace the coffees and food order. She made the coffees again looked like water so I asked and she said yes this color is off they don’t look okay - turns out the cold brew had run out ??? So why were they serving and charging for it?? Remade sandwiches - egg wraps instead of egg and cheese croissants (even though I showed her our receipt and had the wrong sandwiches in hand). Had to get them made again and get different coffees. All in all, grabbing DD took us a total of 2 trips and 2 hours to get a semi- correct order home - at the end of all of it - they still didn’t give us our hasbrowns (even though the manager swore she was taking over the order and making it herself).

Never visiting this...

I came here this morning and ordered a medium coffee and egg bites. One the order screen my order came out be around $8 bucks which is correct. When I got to the window to pay a young Hispanic lady was telling me my total was $14 bucks. I was dumbfounded by this change in price and simply asked her that I just ordered 1 order of the egg bites. She INSISTED that I was wrong and that I had ordered 2 egg bites. I let her know that they have made a mistake and on the order screen it had my order correct. The employee at the window got agitated and exclaimed me "DO YOU WANT A REFUND!" in a rude manner. Another employee gave me my refund for the extra order of egg bites I did not order then the young hispanic girl went to the back to ignore me because she did not want to take accountability for her mistake. No apology or anything. Then I sat there waiting for my actual order for a long time and had another employee accidentally hand me 2 donuts I did not order. The other employee that refunded me asked me if I needed help and I had to tell her I have not received the order I paid for. Well, I finally got my order after the mess that went on but they didn't manage to even add the hazelnut syrup I asked for in my medium coffee. Anyways, this is by far the worst customer service I have ever had a fast food place. I don't know her name but that young girl that initially took my order is very rude and probably shouldn't work there if she is going to get mad when a customer calls out a mistake with their order that they made for then proceeds to ignore them because she's trying to make a customer pay double. Very bad look to this location and it looks like these issues are common judging by the...

If I could give this location zero stars, I would. What happened here wasn't just a mistake, it was deliberate laziness, dishonesty, and straight-up rudeness.

My wife ordered a seasonal drink (from the drive-thru window) and clearly specified exactly how she wanted it made. What she got in return was a drink that was flavorless, unsweetened, and obviously missing some ingredients. When she politely asked for it to be corrected, the staff wouldn't agree to remake it until she asked several times. That alone is completely unacceptable customer service.

But it gets worse. When they handed her back the "remade" drink, it was the exact same drink she had just returned. They didn't fix it ... they just lied about fixing it. When she asked again, they doubled down with more attitude instead of simply doing their jobs.

To prove her point, she left, place the exact same order via the Dunkin app, and the drink she picked up was perfect. The management at this location should be looking at themselves and wondering if they are okay with employees who are comfortable being rude to their customers, lie about fixing drinks, and why a drink placed using the app differs so much from the drive-thru experience.

If something about this isn't done, it just confirms how terrible things at this location have gotten, and I will make sure others know...