Dunkin' — Restaurant in Lewisville

As well traveled Dunkin fans who frequent the stores several times a week, we have seen many different standards throughout locations from coast to coast. We have been DD Perks members for as long as the program has been in existence. We happened to be up here in Lewisville for the day & decided to check it out. The customer service skills of the staff were lacking. Although the cashier was okay, the shift lead was terrible. We brought our refill cups for coffee & tea and were charged the standard 99 cents. Now, one of the things you pick up from frequenting Dunkins is that once you pay, if you continue to stay on premises, you can get the next refills for free (something that I never abuse, generally only getting one). Well when I asked for one, I was told I should know that I'd have to pay for it (as if she'd heard most all other stores do the free refill thing). When I asked about why it was that I'd have to pay for it, when the custom at 98% of the stores we've been to don't charge, she said she'd never heard of such a thing. The shift lead over at the drive through window area overheard it and said I must pay. I then simply asked if it was a franchise decision (as we've encountered the charge only once before in the Tucson, AZ stores where a sign clearly stated there were no free refillls). At this point I had now visibly taken my DD Perks card out of my wallet fully ready to comply with the charge.The shift lead then called out that she'd been there a year & never heard of the 'DD refill while on premises practice'. But the mere bringing up of the "outside world" seemed to irk the shift lead so much, she rolled her eyes, huffed, and told the cashier to "Just give him the refill!" I said that no, I would pay it, as I could now understand it was probably a franchise decision. Once receiving my cup back, I told both women thank you and that I hadn't meant to be a pain, I was just coming from a different reference point, to which the shift lead held her hand up, and angrily countered "We're done here, you got your coffee " and stormed to the back. It was so small a thing to be so upset over. I was not being pushy, but more inquisitive and only brought it up once when presenting the cup and once when receiving the refill, while giving reason for my inquiry. Most any Dunkin employee should hold their location's policy, but still hear the customer out with an open mind about a different store practice somewhere else without getting all bent out of shape, shutting down all discussion and leaving the customer feeling like you think he or she is a scam artist trying to put one over on you. Anyway, I will continue to be a loyal DD customer, but this location has some serious customer service issues that require observation from corporate and possible re-training in how to treat patrons. Until then, I will never set foot in the Main St. Lewisville, TX...

May 19th around 8:30am I goto Dunkin Donuts on Main almost every morning since I've moved to the area, big fan of Dunkin. However each and just about everytime I goto Dunkin Donuts they are always messing up my order and I'm a very laid back person, and I understand things happen but when you keep screwing up time after time it gets a bit annoying. The same girl takes the orders and you would think as many times as she's heard my order "one large coffee with cream and sugar, and two large Kolache" she would know it. But after telling her my order I pull up to the window and get a large ice coffee...one time she asked me after I requested my order do I want hot or ice coffee..."I think if someone wanted ice coffee they would specify that, without saying hot or ice I think it's pretty much common since that it's hot coffee unless specified." and I don't know how many times I've said large and they ask me again and again "I said a large!" And one other time they had cream but no sugar in my coffee. Today was the straw that broke the camels back! I (once again) ordered "one large coffee with cream and sugar, and two large kolache." And I noticed after I pulled up to the window and she had swiped my card that the price seemed a bit low, and of course they take their sweet time doing anything at this location so when the male associate hands me one kolache and I noticed I only paid for one I was a little aggravated (had this been the first time it had happened I would NOT be so upset, but how hard is it really!?!?) so I told the guy (and trying to stay calm) "I ordered two not one, this happens everytime I come here." And he says to me "it's not that big of a deal I'll just give you a free one on the house." I'm sorry, but I just told you this happens EVERYTIME I come here, I don't care about the free kolache, it doesn't make up for all the times you do screw up my order and I have to wait. I was so upset when the ditsy girl who always messes up my order handed me my coffee I just drove off. You can take that free large kolache and sit on it! I will not be returning to this location. And come to find out, I know a couple more people in my area who say the same thing about this specific location. Not good...

I have always considered myself a skeptic of the supernatural. I do not have a problem with trusting current evidence, but whatever I sink my intellectual teeth into must be solid to the core. Perhaps there are ghosts and Big Foots and low-fat TV dinners out there. However, I am convinced that there is nothing that the scientific method cannot explain. Ever since I took Dr. McFlanagan’s “Origins of the Universe” special topics class at university, I firmly believed that behind every observation there was a logical explanation. But after visiting this Dunkin’ Doughnuts, I know now that I was wrong.

Last year, my brother and I stopped in Lewisville on our long trek to California. After spending the night at a friend’s house, we decided to order breakfast to-go from Dunkin’ Doughnuts before setting out West. We ordered two coffees, two breakfast sandwiches, and an OJ. We drove casually to the pickup window and the cashier - a saggy-eyed, scruffy man of about 30 years old with short, curly black hair and a clear lack of direction in life - passed me the paper bag with our order... or so I believed.

After merging onto the interstate, my brother opened the bag and I saw a look of sudden bewilderment appear on his face. He turned to me with wide eyes and I’ll never forget what he said next: “You’re not going to believe this, but there are only two blueberry muffins in the bag.” After that sunk in, he added, “I was just feeling regret for not ordering a blueberry muffin instead of the breakfast sandwich... I have no idea how that guy knew.” Strange. I was actually thinking the same thing - how the devil did the cashier at Dunkin’ Doughnuts know? To this day, the only explanations that fit the bill are ESP or aliens. Perhaps the government is behind it all - I don’t know anymore. All I can say is that mind reading is not a joke, so please be wary to keep your thoughts to secure when visiting this food establishment. Who knows what else these employees know! Truly astonished and amazed at what these employees...