Dunkin' — Restaurant in Lakewood

Worst customer experience I have had in a long time. The $3 medium coconut drink offer apparently isn't being honored even tho the sign is up, I wasn't told my total at the speaker just told to pull up, then the total shown on the digital display under the window was several dollars higher than expected. The person with a cool haircolor tried to figure out what she could do to make it right but was interrupted by a dark haired girl that had a necklace with a cursive name on it and that person totally lacked any customer service skills, escalating the situation to the point I will not be back to this location and my husband in the vehicle behind me also canceled his order because of how I was treated. When I went back to take a picture of the sign to try to get it rectified with management & explained to the car that was pulling up why I was reversing like that, the same problem employee came out and yelled at me to stop harrassing their customers. That young person needs some serious training in how to engage with customers, possibly at a different place of employment. She seemed likely to be bullying coworkers from what I saw as well the way she inserted herself into the situation. I was a regular customer here before the pandemic but that is now very much a past-tense situation.

For the foreseeable future, if I want Dunkin products, I will be going to the one on Detroit in Lakewood which is apparently owned by a different person with different management per the attitude-laden "advice" I got from...

I’ve been coming to this location for 10 years now, and I really try to give the crew some grace because working food service is a grueling job. There are employees who routinely go above and beyond, and they truly make my experience wonderful if I come in on their shift. No employee has ever been rude to a customer in my experience, which is becoming a rare treat post-Covid.

That being said, this place has gone downhill fast. There’s a delivery pallet in the front doors taking up almost the entire area, and it’s been there for at least 2 or 3 weeks. Half the time my drink is wrong, the other half they lock the lobby doors during business hours. To their credit, the crew will fix mistakes quickly but when it’s happening so often you have to wonder where their management is? When there’s only 3 employees to run a store on a Saturday morning, I expect a manager to roll up their sleeves and help, but I’ve never seen one. As far as I can tell, there’s no one in charge, no one to organize, nothing.

Whether their management is inept or they simply don’t have any, the store owner needs to do something. Frankly, I’d be embarrassed to own that place and let it be mismanaged...

This is a double edged sword. On one hand, this is super close to my house, so it is convenient, and I love the drinks..... However, the service is laughable. There is an older woman that works the drive through that I PRAY is not there when I go. She kind of blankly stares at you, but VERY intensely. When she hands you your food, she either stares into your soul and says nothing, or if you aren't paying attention she just screams "HERE!!" at you. I don't know why you would put that type of person at the window?? It literally takes no time to be polite to customers. The only person I can count on there is the fast talking woman who takes your order. "goodmorningwhatcanIgetstartedforyou?noproblem" and the younger guy with the tattoos and glasses who always calls me Ma'am and maybe he might have hearing aids? But that's it. I think working on some exercises/activities in customer service might be beneficial for your staff. People will always continue to go there, but that doesn't mean you should skimp on basic people skills. Without that, you just have miserable employees, high turnover and customers (like me) who write...