Dunkin' — Restaurant in Laurel

This location served me a nitro cold brew and after I started drinking it I noticed there was not only a roach floating in it, but also what appears to be a small worm. Tried calling the store several times to speak to a manager and every time the phone attempted to dial out it would immediate hang up on me. Contacted corporate and they said they would attempt to contact the store directly and gave me a case reference number. This is absolutely disgusting and unsanitary.

Edit: I was eventually contacted by an individual who said he was a Director in the company and would be personally conducting a health and safety inspection. He also invited me to come back the following day and place another order and have it comped. I told him I felt sick to my stomach over the ordeal and didn’t feel comfortable returning to which he suggested I choose a different location and to text him before I arrive so that he could contact the store manager and let them know I was coming. I slept on the idea and when I woke up the next day I was still feeling uncomfortable and texted him how I felt and asked if he could jus reimburse me for the order that was contaminated with insects and he never responded. Typical. I sent an email to corporate about the lack of effort and communication and am waiting for a reply. I have worked in the service industry for 12 years and have NEVER witnessed such callousness regarding food safety and customer...

This Dunkin’ Donuts is, by far the worst location I’ve ever been to. On several occasions they’ve failed me as a customer. One time, their digital cash system was down - I was unable to scan for my rewards and was promised that I’d be compensated upon my next return. The same manager didn’t remember me and declined to follow through. It’s important to “do what you say” not just in day-to-day life, but even more so in a customer facing industry. On another occasion, the woman at the window was upset with me because I had questions about redeeming points instead of being “ready at the window.” In my opinion, this type of attitude is completely unacceptable in an industry where your job is to serve. I am very conscious of how important these ratings are to franchises and small business - so I try my best to be thoughtful in my ratings. I’d like to re-iterate that the failure wasn’t just the two instances above. I found myself being dissatisfied with the overall service on many occasions. I hope the owner of this location considers hiring staff that is much more thoughtful and actually willing to follow through on...

To whom this may concern,

I am writing to express my extreme dissatisfaction with a recent experience at this Dunkin' Donuts location. I arrived 45 minutes before closing time, only to find that the lights in the parking lot, the drive-thru, and the building sign were all off. Upon entering the building, I was not acknowledged, simply because there was no staff present for at least 10 minutes until someone emerged from the back and inquired about my order.

When I requested a dozen donuts, the cashier informed me that they had already discarded all of them. Frustrated but willing to settle for a cappuccino, I was then told that the cappuccino machine was out of service because it was being washed. Keep in mind, this was at 9:15 PM, and the store closes at 10 o'clock.

Feeling exasperated, I asked for alternatives, and the cashier listed only bread and regular coffee. This entire experience was extremely disappointing, and it fell far below the standard of service I expect from Dunkin' Donuts.

I hope you address these issues promptly to ensure a more positive experience for customers...