Dunkin' — Restaurant in Lenexa

One star is being generous! Long time customer of this location and one under the same franchisee in Olathe. The Lenexa location has always been sub-par for service (a few exceptions), but it's convenient and my husband gets me a coffee there 3 or 4 times a week minimum. Went today and there was a line at the drive thru, waited patiently. Ordered a large iced coffee with mocha, cream and sugar. Got to the window, paid via the app (using a free beverage reward) and then was told the kitchen was running behind and could we pull up to the parking lot and they would bring it out. My husband stated we only had an iced coffee as the use of "kitchen" made us think they thought we had some food ordered as well. They confirmed only coffee and he questioned if we really needed to pull up. At this point, the person helping said they would just make it. The drive thru window was left open so we could hear the comments and at no point did anyone come back to us to explain or ask again and we were last told it would be made..."park them", "I tried", "what do you mean you tried", "they need to move or they can F off", "we will call the police if they won't move". All of this while we sat there listening. Had we not already used the reward/paid, we would have left. Asked for the managers name told it was Steven, I sure hope he wasn't there and wasn't the man who said to "F off". All over a coffee and misunderstanding, really??

I have left a message asking the franchisee to call me to discuss. This was completely inappropriate and uncalled for. We won't be back to that location and the completely different service experience received regularly at the 119th & Ridgeview location is the ONLY reason I will continue to go there.

Updated 11/9/2020 - Trey (managing franchisee) commented on the Yelp review I posted from yesterday and we have spoken. He apologized for this experience and believes it was unacceptable. He has indicated the management team (regional manager and himself) are getting information today to address it. I really appreciate his candor, sense of urgency and commitment expressed to ensure this doesn't occur again to others. As a side note, I did go to the Olathe store this morning and had a completely...

Since moving to the area, I’ve yet to have a positive experience at this location. Three times now, we’ve had to wait 15+ minutes with only 3-4 cars in front of us to get to the window; then another 4-7 minutes spent with them scrambling trying to find our order and/or passing incorrect items back and forth. As a former commercial coffee shop/breakfast drive-thru manager, I’m appalled at the “customer service” and absurd wait times. This most recent order, was particularly bad. At the window, after reminding the barista we had a mobile order, she tried to send us along after only passing out our drinks (it was a $16 ticket, 2 medium drinks and a dozen donuts). One drink was the wrong size (small instead of the ordered medium and later discovered to not be made with oat milk despite having the correct sticker on the cup) and the other was missing the whipped cream we’d added - but at least that wasn’t an upcharge. We were then told they were out of 4 of the donuts we’d tried to order (obviously not the barista’s fault if the app doesn’t show what they actually have in stock while people are ordering through mobile!) but they made zero effort to actually correct our order in the way we asked. Had I wanted to end up with half a dozen glazed // unfrosted cake donuts and who knows what else (doesn’t look like what we ordered), I would have gone to Walmart and not paid $10! Had I wanted to have stomach cramps later, I wouldn’t have paid the extra $0.50 for oat milk. Honestly can’t say I’m likely to return to this location again; their “oat milk” isn’t...

Went to dunkin doughnuts may 19th around 9am. I had just wanted to purchase one doughnut and asked the clerk if she could break a 50 bill. I know its early in the am so i asked specifically...She said yes. I had a debit and a cc i could have used if she had just said no sorry we cant. She calls over the old red haired lady manager and the first thing she says to the employee is "if this isn't real you owe me 50 bucks." Just figured she was joking...then she asks me the same thing..."is this real?" Offput by this remark but i joke "yeah i am not that good." Implying i didnt just make this at home. She hold it up in the air and looks at the watermark. She then proceeds to scold me "I am not going to do this for just one doughnut." She is very rude and a horrible representative of a manager for the company. All the while she is getting the change out that I needed and then says "I will do it this time but not again." Not I am completely offended...why cant you just do your job without belittling her customers. I proceed to tell her to give me my 50 back and walked out of the store. I would not even waste 1 dollar in that store with her horrible and entitled attitude. Unless you would like to be treated like a criminal by someone who has no respect for her employees or customers, I would try one of the many many other options kc has in that area for your...