Dunkin' — Restaurant in Kissimmee

A Deeply Disappointing Experience. This Dunkin’ Location Deserves Attention

I placed a mobile order and went through the drive-thru to pick it up. As I began to give my name, I was immediately cut off with a blunt, “No, we don’t have that,” before I could finish. The speaker was distorted, making communication difficult, and I was asked to pull up to the window.

There, I was greeted by a woman named Brittney, who seemed to have no interest in offering even basic customer service. Her energy perked up only when it came to giving attitude. The hostility was palpable. Another employee, Maddison, claimed it was her first day and quite honestly, it should have been her last.

They explained they were out of oat milk, which was an ingredient in my order. The way Brittney delivered this information felt less like a helpful update and more like an aggressive dismissal, as if I should abandon my order entirely. I asked if I could substitute with another milk, to which she dryly responded, “Yeah.” After she listed the options and I made my selection, she abruptly slammed the window shut mid sentence.

I gestured to get her attention again, wanting to add a lemon loaf. Brittney cut me off: “We don’t have those.” So I asked for a glazed donut instead. With clear annoyance, she rang me up. I was first handed my donut, and later, my drink.

As I waited, Maddison stood at the window, watching silently while I checked the contents which were still incomplete. Without me saying a word, as if she knew she’d forgotten something, she handed over the rest of the order.

I asked her what the issue was, and her only response was, “It’s my first day.” When I asked for the other employee’s name, she hesitated, covered her name tag, and appeared visibly nervous. Brittney reappeared and stated her name aloud. I still managed to read Maddison’s name tag despite her attempt to hide it.

I left this Dunkin’ location feeling frustrated, disrespected, and genuinely disappointed. Sadly, this isn’t my first negative experience here it’s simply the most blatant. I often go out of my way to visit another Dunkin’ further from home, just to avoid this kind of treatment.

To the owner or management: I truly hope you take this seriously. This location is in desperate need of staff retraining and an overhaul in customer service standards. Your customers and your brand...

come to this Dunkin EVERYDAY before work and at this point it’s honestly a hit or miss for the type of Service you’ll get. From there behind no one but you in line and wanting 7 mins to even have my order taken to just dealing with rude staff. Today set me over the top though, I ordered two coffees and when trying order a donut the team member had already told me to pull forward to the window. Once I reached the window I stated that I did not get to ask for a donut can I please add it ? Team member decided to get an attitude and say he will ask the manager. So he does just that and then when he comes back he tells me the manager said there is too much going on and he cannot add the donut (mind you I was the only costumer there). So I said okay then I’ll go around lol and he proceeded to get more upset and say well she said we can’t because the owner is here and there’s just a lot going on. So I said that’s okay I will go around like I said no worries. I drove off and was not able to go around bc I would have been late to work. I get it’s just breakfast but that’s not the point. When I was in their role I was a good employee always giving great costumer service bc I understood for alot of ppl I was the start to their morning so I’d try to make it a good one with good service and fast food. I find it sad that a MANAGER said no there’s too much going on to add 1 donut to an order because the OWNER was there. I’m sure the owner would have loved to hear that lololol. Any ways there’s been countless other instances just like this one. I don’t know that a review will do much but hopefully someone important sees this and says something about this. So that way my mornings don’t have to start with me arguing with the Dunkin’...

Worst fast food in the area. Save your money. I hate McDonalds but I'd rather go there for breakfast, at least bad customer service is expected from McDonalds.

Corporate really needs to get involved with this store. I've had too many bad experiences and wasted money here. I dont expect for them to be going above and beyond but I cant recall a day that was at least a normal experience. And its not just this team, since this location opened I have seen different managers verbally abusing their employees and my orders are rarely fulfilled correctly. Seems like thats how Dunkin trains their managers. I would hate to work here, even as a manager.

Today when we pulled up to the drive thru we were not greeted, we waited 5 minutes until we spoke up. As we ordered we could hear in the background some of the other team fighting and yelling. This made our anxiety spike while ordering. Ordertaker didn't know what she was doing either, told us there was no bacon in the Bacon, Egg and Cheese. The receipt says Simone was the cashier but it was actually some new girl. I think it was Simone in the background fighting with the crew.

I ordered 2 black iced coffee's and they gave us one and a sweet iced tea, which costs less than what I paid for.

I come to this location because it is close but this is honestly the WORST fast food restuarant in the area when it comes to the team and their customer service skills. Arbys on Landstar honestly has the best team members, I'll start going there...