Dunkin' — Restaurant in Lebanon

Just got home after visiting this place for the first time. My wife was feeling something different than the usual places so we decided to try out Dunkin Donuts, this was my first experience with DD. I'll tell you I won't ever go back, not because of the food but the personality of the manager.

Lucy, the manager as it was printed on her name tag, was taking orders. When I walked in the service was quite slow, but I figured since it was narrowing breakfast time the staff was tiring out - slack given on that one. As I progressed through the line I started to notice that Lucy seemed quite agitated, maybe a bad experience with a customer previous to me. Anyways, as I stood in line another gentlemen walked up behind me and started to wait as I was. Time went on and a lady stormed back in requesting her coffee since she was missing it. Granted, she should have noticed this, the customer, as she was walking out but she requested that she receive this coffee. Lucy's immediate reaction was harsh and not met with a kind regard, if you are a manager you should be trying to defuse the situation not encouraging it with the same behavior.

As time went on I started to notice other individuals leaving, along with the gentleman that was standing behind me, and I should have taken the same route, nonetheless I stayed. When it was my time to order I greeted Lucy with the warmest smile and good morning as I could, she simply replied back with a "What would you like...?" at this point I tried to give Lucy the benefit of the doubt and try to maybe turn her morning around. Well it turns out I was wrong, it wasn't the customers that gave this MANAGER a bad morning, it was herself. Her poor customer service and lack of respect was terrible, for a lack of a better word.

In conclusion I provide this feedback to the possible owner of this store:

Lucy by far does not show manager qualities, her lack of respect for the customer will ultimately cost your business to fail. Instead of Lucy going through these motions and subjecting not only herself to have a bad morning she likely had customers to have a bad experience with your business and a bad morning as well. So therefore, resulting in your business not providing the most basic of qualities from a MANAGER. I could understand this from a teenager working their first job or even just and employee, but this was a MANAGER. If that's her attitude I wouldn't expect very much out of the...

The rating would be closer to a 2.5. This location is among the most inconsistent of the DDs I’ve frequented in the past - and I come here almost every day. They get my order wrong at least 70% of the time. Either they mess up my drink (a very simple drink) or they forget or don’t read the order to the fullest and always forget the food. I don’t even bother with doordash with them anymore because 100% of the time, the order is wrong. The employee turnover is ridiculously high. Whoever is working is either super disengaged, careless, or outright rude. I’ve questioned a couple of workers in the past several times when they get my drink wrong and they keep insisting they got my order correct. I had to tell them I’ve been coming here a lot longer than they’ve even been employed there so I’ve basically memorized their menu. There are a couple who are rock stars - they read the order completely, make the drinks perfectly, and are so friendly and sweet. Unfortunately (and fortunately for them maybe), they seems to move on quickly as well.

I wish I had a good local coffee shop close by I could frequent instead of this hot mess of a place. I prefer Dunkin over Starbucks so I go every day in hopes I get the right and...

Background info I having been going to this dunkin donuts for 3 years 6-7 times a week. Since the store took new ownership this store has went down hill.

The quality of their coffee and donuts is now lacking.

The new owners removed the military discount.

I have been informed by 3 diffrent dunkin donut stores and 4 managers that the dunkin donuts survey will give you a free donut or take a dollar off your purchase. Today the new manager Brennan refused using the survey unless I use in on a donut added to my order. Neither did he offer a discount or apology.

If corporate reads this I hope they do an on site evaluation of the store and employees.

After 3 years of buying breakfast 6-7 times a week here The new manager Brennan has finally convinced me to take my business else where.

Update Apr 2022, 45 min wait hasn't changed. Cars wrapped around the corner and I just watched an employee come out the back of the building taking a phone call. I have watched 3 cars give up waiting and leave. Hire more employees for rush hour or train your people better. It's supposed to be a drive-through fast food restaurant not a 45 min wait. Food and coffee should be free for the dedicated customers that are willing to...