Dunkin' — Restaurant in Lawrence

Hello! I was debating on if I should make a review because at the store it appeared that I was provided a refund for my order, but after checking my bank account I never got it. Customer service is the reason this review is getting the second star, because it was the initial people I interacted with that were decent. It was the so called manager or person they consulted about things that provided the horrible customer service. We did not get what we ordered, we ordered two special ordered caramel frozen coffees and they forgot one when I went to the window, which I had tonoay for, which was fine. But they had to remake the one they gave because it was not made right.

When I got the second one it also was not made correctly so I attempted to go in but the door was locked. When they finally unlocked the door I went inside to request a refund for the second one and they told me they needed to get a manager to help me. BEFORE the manager came out, I COULD HEAR THEM TALKING ABOUT ME saying, "If she doesn't like it thats not our fault. Is this the same one we gave the remake to?" When they made the drink incorrectly in the first place. Then they proceeded to tell me they could not give me a refund partially because they already remade the first order and that I should have let them know earlier because 30MINUTES had passed since they made my order, where I explained to them step by step what happened and that I did not want this coffee and that it was not my fault the door was locked. He printed a receipt finally and told me to have a nice day and sorry for the inconvenience. Which would have been the end of it, but the money was not refunded back into my account.

I will never go to this dunkin again. The people in this building do not know how to make the drinks. Their customer service is horrible, and there is always a wait. My business has...

I love Dunkin' overall, which is why I've given this location so many second chances, but their service and accuracy have taken a nosedive over the past year or so. They don't read back your order, they barely say a word to you, hardly ever a friendly greeting. About half the time, something is incorrect with my order. I ask for the same drink every time, black cold brew with mocha - two simple ingredients, and they frequently either forget the mocha or add a bunch of cream and sugar. Twice in a row I've ordered plain bagel minis and got the "everything" bagel minis instead. I could go on and on about how many times they've messed up my order.

I like the food and coffee, and I've been loyal to Dunkin' for a long time, but at a certain point it's just not worth coming back any more. I'll only be frequenting the other location on 23rd street from now on. The 23rd street location has much friendlier staff and I've never had a problem there.

UPDATE: It's been 8 months since I posted this review and I decided to give them another try today. They messed up my drink order. Again, two simple ingredients. I'm not asking for anything complicated, just the most basic standards of accuracy...

This Dunkin’ Donuts location has not had its lobby open since the pandemic began. When I asked the owner he gave the poor excuse that he couldn’t find anybody that wanted to work, which is categorically false. As a result of management being too cheap (or incompetent) to hire anyone, the drive through line is the only way to order, and it is slow and long, oftentimes extending into the actual street, further congesting traffic in the area. There is no such thing as grabbing a quick donut or coffee at this location during morning rush hour; expect to wait 15-20 minutes just for a glazed donut and a small coffee. In fact, you could probably make your own donut from scratch in the time that it takes you to drive to this Dunkin Donuts location, wait in line, and receive your order. Until they open the lobby again, steer clear and...