Dunkin' — Restaurant in Lantana

SHAWN the “assistant manager” is the WORST! I ordered a mobile order for a large strawberry dragonfruit refresher, when I pulled up to receive my drink, it was way too sweet (that’s why I always get it with water) & barely any ice, I counted 3 ice chips, so I requested a refund because I’m so tired of wasting my hard earned money on inequality items. The young black woman at the drive through window who I requested the refund from was nice but stated “ I can’t do anything, you have to go on the app for the refund” then I asked how do I do that & she said “I don’t know?” As an employee she should know, & if she doesn’t she needs to go ask which she didn’t so I requested to speak to a manager which she said “he’s going to tell you the same thing” when I drove up to the next window to speak to SHAWN, he said “I’m going to refund you, can you just come inside or drive around again?” Which I drove around again, when I came back around & met him, he said he’d have to put the money back on my app to use for future visits, I told him absolutely not, I paid with my debit card, not with the app, he said “well that’s the only way to do it” I told him “no, I’ve been here before & had an issue before & was refunded with no issues” he said “well that’s what it is” & slammed the drive through window on my face while I was still communicating with him, I wasn’t arguing with him or anything just simply communicating with him as an assistant manager, I was trying to express my concerns, how is it that every single employee I spoke to are on different pages, 1 employee said refunds couldn’t be done in stores, then we have an assistant manager telling me he can’t refund me no other way expect putting the money into my app for future visits then a manager came, a black woman & said she CAN refund me the money back on my card & she did with no issues! I explained to her SHAWN needs to be coached & trained for situations like this because clearly he can’t handle these types of situations, he didn’t want to deal with me, slamming the drive through window & when he saw I wasn’t leaving, he then proceeded to get the manager, which originally he stated he was the only manager here. I will NEVER return to this location, & I will tell other ppl not to come here. I live 2 mins away from this location but I’ll take the extra time to drive to another location. Go to lantana & Dixie or hypoluxo...

I come up this way for work and I always try to avoid this location as much as possible but I started coming back to get the potion macchiato on my way to the gym. The staff is almost always rude, Even if there is only one car in the drive-through, it takes them forever to take your order. So I started going in the inside for faster service.

Today when I came in, Nancy was working with another younger guy. Nancy’s personality is very dull and a little nasty but she tries to hide it. She gave me my macchiato and I went on my way, but had to come back in because I left my keys In the restroom. I went to the counter to ask for a tiny cup of water for my dog and immediately, she started acting kinda funny about the water. A WATER !!!

Then her coworker came up behind her ( the Caucasian guy with long hair ) and said I’ll give it to you. You can tell that he just has a kind heart. I asked for a pup cup and then she said that they charged for pup cups.. like huh !!! Starbucks would never… Since when did they start charging for pup cups, Why even offer them since Dunkin’ Donuts policy is that they are supposed to be free.

When I finally got my keys out of the restroom, I ended up dropping my drink I went to the counter to buy another one because I was seriously scared to ask them to make a new one because of Nancy’s nasty attitude. Then the guy again offered to make it over for free. Hopefully Nancy had to clean it up.

Nancy seems very bitter and miserable unfortunately. I watched her interaction with another older, elderly woman who brought a bag of coffee back and asked to get it changed, Nancy was even rude with her. It’s not that serious. This is exactly why I hardly ever come to this location because of the bad energy floating around in this place. Then just to think that they had a prayer tent outside early this morning when I passed by, They really should’ve been praying for Dunkin’ Donuts...

If the store is to close at 9pm for walk-in and drive through then the service should be reflected. I got to the store at 8:30pm after having placed my on the go order for walk-in through the app and when I got to the front door the door was locked. Not only was it locked the employee looked at me then gestured to me with a rude face and waved his finger at me that a had to go through the drive through. I prefer to walk in and thank the employees in person when I get my order. I have become acquainted with many Dunkin employees that way, from other stores, to be friendly and kind to the for helping me. However that was not my experience here. I was happy that that location was going to open because it is more convenient for me to enter and leave quicker than the old location next to Publix, but after that rude encounter and inconvenient situation I will go out of my way to go to a different location...