Dunkin' — Restaurant in Lake Geneva

Do not recommend. I ordered two items and ended up waiting nearly an hour. I asked multiple times about my order and was only told, “Sorry for the wait, it should be out soon.” Meanwhile, several people who ordered after me—both in-store and in the drive-thru—received their food before I did. When I followed up again, staff didn’t even remember what my order was.

The person cooking came out and asked for my order number. I told him, and he went back. A few minutes later, he came back out and asked me what was in my order. I told him again, and he returned to the back. After waiting another 10 minutes, I asked again for a refund. He came out a third time asking for my order, and I said I just wanted a refund. He responded, “I’m going to make it right now.” That is unacceptable. At that point, I had been more than patient.

The staff was very rude and not friendly. When I expressed my frustration, they all just stood there in silence—no apology, no explanation, no accountability. I was told they couldn’t process refunds because no one knew how. That alone shows a serious lack of training and oversight.

Orders should be prioritized in the order they’re received. There should be a manager on duty to assist with refunds and help resolve customer issues. There were about 10 employees in the store—some making drinks, some standing around—and only one person in the kitchen. That’s not an efficient or acceptable way to run a store.

This was actually my second bad experience in two days. I waited 25 minutes for donuts the day before but gave them the benefit of the doubt and came back. I’m local and used to visit often, but I’ll now be going to the new Dunkin’ in Richmond, IL instead. This location has officially lost...

This place some how manages to get every order wrong. Even though I order the same drink every time it never tastes the same. They have straight up forgotten food, they have given me burnt breakfast sandwiches, today they clearly started making someone else's drink and then tried to give it to me and pass it off as my order. About a month back I ordered a breakfast sandwich, sesame bagel no cheese, I got it on an English muffin with cheese. Husband took it back and asked for what I ordered, they were out of sesame bagles now so they used a plain bagel. And guess what, it had cheese on it again! This place can not get it together. The staff is always new, I don't think I've ever seen the same person in their more than twice. So you have new staff who don't know what they are doing, training even newer staff. There was a time when I order ahead time by 15 minutes get their and waited for another 10 minutes and asked someone if my order was ready, it was still sitting on the ticket machine. I didn't get an apology or anything. And the fact that I stood their for 10 minutes without anyone acknowledging me is ridiculous. There's been many times when the place is dead and I walk in to order, I'm standing at the counter and no one says anything to me they keep walking by expecting one of their other coworkers to take my order. I didn't even get a "we'll be with you in a moment." They have absolutely no customer service skills and no hustle to get orders out. Corporate really needs to step in and get this...

My review for this place used to be 5 stars because I used to only go early enough to run into the manager Heather, who is the only reason I don't give this place 1 star. Lately it has been really bad, as we don't come as much as we used to, and I have tried to give newer people the benefit of the doubt, but 9/10 times if we get home before trying our drinks (typically if Heather isn't present) one of them won't have sweetener in it, sometimes they'll even not have espresso. The food is always bad unless Heather is there. I hate leaving a bad review because Heather herself is fantastic, but the newer people are not paying attention, and sometimes are even rude like making you sit there in an empty drive thru for 5 minutes until you awkwardly say "hello?" And then respond with "yeah what do you want". This happened to us on Wednesday morning. I get that food service can suck sometimes, I worked food service a lot growing up, and customers can be rude and thankless, but some of us just want coffee, and maybe a sandwich, and I hate having to ask it to be remade, or even worse getting home and being disappointed but not getting what I ordered. Poor Heather...