Dunkin' — Restaurant in Knoxville

Used to be so nice here. Must have new management as the help is no longer helpful most shifts. My wife and I have been going to dunkin for as long as we've been together and all of a sudden they say they can't do it for her. Only while these 2 people are here. They say it's a Corp issue but when we try to call Corp they say it's up to the franchisee and they gave them our info and will contact us. We'll been over 3 weeks and nothing. A shame how Corp answers reviews on Google that are positive but I notice any negative which have been more and more numerous lately no reply. So dunkin has lost 15 year customers. Over not handling a customer service problem. This dunkin also allows an associate to bring her child to work while she is there and allows the child to be barefoot and sits with her dirty feet all over the tables. Almost 1,000,000 views on my Google account and now more than ever I'm hoping it affects them. I know my positive reviews help and unfortunately for the company the negative ones hurt worse. To think all they had to do is put the truvia in my wife's coffee like they always have and could have avoided this. Sad how some businesses don't care how they think they will be busy regardless. I thank the people who read this long winded post. Sorry but thank you. This place needs a lesson in customer service. It's gotten so bad here. With all the new coffee companies opening its sad to say but we really won't be back here. We got treated so much better at a competitor. So much. My wife got an email for a free coffee for her birthday but this place wouldn't honor it. Well fine we went somewhere else and found a place soooooo much better. No one helped us with the past issue and we ended up giving them another chance but now that we've found DB. We don't...

Today my husband and I came into the store to order some breakfast after dropping our babies off at school. When we arrived there was a gentleman in front of us who stood at the counter for about 10mins without being acknowledged or advised that they are catching up, etc. This location is pretty busy in the mornings so needing to do so is completely understandable. While he was being helped by a younger girl, she didn’t provide any form of expression. It was blank and unpleasant. She wasn’t necessarily “rude” but close to seeming to be on slow moving drugs. VERY LETHARGIC and not present. THEN it was our turn, my husband ordered and I ordered. We were very clear in what we ordered and even went slower to match her vibe.

My drink was wrong a total of 4 times and my husband’s food was wrong. In addition, a few people before and after us were given wrong things as well. I was ready to just get my money back and head over to Starbucks..but a sweet woman fixed it correctly!

I get being busy. What I do not understand is WHO put her at the register. First impressions mean a lot and if this was my first visit to this location, it would have been my last. Thankfully I know that this store has competent employees.

The manager at this location should 100% have a positive talk with this specific employee and allow a SHORT period of change, if not, I would definitely do your location a service by letting her go. While it may not be a massive deal to you…she would be a reason you all could lose money, which Dunkin as a whole would...

This store has always been very consistently inconsistent, however, the past month or so has been especially terrible in terms of wait times, quality of items orders, and inability to get orders correct the first time. We generally will place our order when we leave our house for pick up about 20 minutes later. Lately, it is an additional 20+ minute wait once we get there. The past few weeks, we have had to have multiple items remade each order due to it not being made correctly - ex) sandwich ordered with no cheese and comes with cheese; coffee made with both mocha and hazelnut and comes with only one or none, etc. This has become increasingly frustrating as we are on a time crunch trying to get to where we need to go, going as far as leaving even earlier than we already do so that we aren’t late. There was a curly haired woman who made the place run amazingly well and we would rarely have any issues when she was there managing, but when she isn’t there, the place doesn’t run at all - and we haven’t seen her in a while. I understand being short-staffed, but this kind of service is just crazy. I hope corporate takes notice and makes some changes and gets that team...