Dunkin' — Restaurant in Kentucky

My experience today with my order could've been better. Being that I don’t purchase from Dunkin often, I asked employee#1 who was taking my order at the register about a specific ice beverage and the ingredients it included. She didn’t know and asked another staff member(employee#2) who was able to provide me with the details on what the beverage came with. I then asked if they recommend the beverage and if it was worth me trying. Both employees turned to employee#3 and she aggravatingly said she didn’t know and continue to scroll on her phone. I simply switched my beverage out which employee#2 highly recommended along with a breakfast sandwich. When my order was ready employee#3 tossed my bag to me on the counter and unapologetically said sorry and continued to make other orders. After employee#3 completed making orders I asked employee#2 if I could speak with the supervisor. Employee#3 stepped up said she was the in charge of the shift and the manager. I express my concern with them in regards to how my order was handled. As I’m speaking employee#2 is attentive and even asked how he could’ve made me experience better while the “manager” started to organize cups without acknowledging my concern. As a manager, employee#3 failed to make matters better or even acknowledge the issue. Instead she chose to organize cups and then attend to her phone. As a manager it should be her responsibility to ensure ALL employees on the shift is providing quality customer service. It should be the responsibility of ALL employees to be familiar with items on the menu to encourage customers to make a purchase. If it was up to me employee#2 needs to be the manager. He demonstrated good customer service and how to handle the matter appropriately by offering how he could make my...

I'm downgrading my 5 star review from a year ago to a 2 star because service and taste has gone downhill. Drinks taste good at least 50% of the time which is good, but I always order decaf and several times have been told it's not decaf, do I want them to remake it. Yep. That's why I order on the app, so it's ready (and right) when I go to pick it up. Now I verify everytime that it's decaf because I never see the employee that would let me know anymore. The hot/warmed food I've ordered is always burned (most recently hash browns and chocolate croissant) and they never have chocolate cream filled donuts. (I asked if Dunkin' quit making them and was told no, their location just doesn't usually have them unless they have them.... Um, okay.) Most of the employees are nice, but the manager is always unpleasant. It doesn't matter if I've asked her a question or just watched her interact with employees, she seems to have a bad day everyday. Lastly, for now, the Baskin Robbins ice cream prices posted were incorrect for over a month. I ordered a single scoop that was supposed to be 2.59 and after tax it was over $4! When I asked why, I was told the prices changed but they haven't updated their board yet. The next 2 times I was in the food court area, they still hadn't changed the price. Today it finally was. If the next closest Dunkin wasn't up in Louisville, I'd never come back. The frequency of my visits has definitely lessened for sure though!

I walked in and Zoey greeted me with a smile. I asked how her day was and a machine had broken down and I could see it had made a mess, but nonetheless, she was pleasant and cheerful the whole time. Service was fast and my drink is great. I do wish there was a Dunkin' off post, but when I'm nearby, I'll definitely come...

They need to change their process in the way they serve their customers. I had ordered one meal deal with a coffee, another coffee, and a 10 pk donut. They called my name 3 different times. Each time I had to wait around 5 minutes and walk up to the counter to grab each individual item. One time each for both coffees and then the meal deal that was missing the hashbrowns. I thought they would call my name for those and the donuts. They didn’t. So I waited 25 minutes to be called. I went up to the counter and asked them what’s up and turns out they set them all the way on the other side of the counter. (How would I have known this?). I then asked them about the hashbrowns and she wanted to see my reciept. The kiosk doesn’t print out receipts, which is another red flag! They ended up making new hashbrowns that I waited another 5 minutes for! Things have to change here, especially if you’re serving primarily military members that have to value their time for...