Dunkin' — Restaurant in Lexington

I am standing at the counter and it's about 2-mins when a clerk approaches me saying the hi how can I help you then I am to presume it's now my turn. When a lead person calls away the clerk, that is actively in the process of serving me, to make coffee for drive-thru orders is absolutely unacceptable customer service. I wait about two more minutes while hearing several servers call out the line be right with you. I now have been standing at the counter about 4-mins and still waiting. Another server rushes around the counter and out the door, to hand deliver a beverage to a drive-thru customer, calling out as he goes the line of be right with you. It's been just about 5-mins now and no evidence I will get my order. I walk out the door as that server is coming back in. This is not the 1st time this has happened. My recommendation is if the store cannot process walk-ins then shut the doors and be a drive-thru store only.

UPDATE: On my return experience several days ago I truly am pleased to see inside service much improved. Several cars in drive-thru yet my wait time at counter was less than two minutes, coffee and pastry in hand less than two more minutes, clerk efficient and professional and friendly. Good job.

Update: Aug 22, 2020 Absolutely horrible service. She asks what I want the while I'm ordering she yells out to another clerk what's going on with an entire open top money tray filled with cash sitting on the counter. I had to tell the clerk three times which Longjohns and repeatedly French Cruellers that were directly infront of her face at eye level with a printed sign yet she kept reaching for a totally different item. Then the cruellers were dried out and way over filled with jelly. She didn't put a paper wrapper between the chocolate covered Longjohns and dropped them on top each other in the bag so they stuck and smeared all together with most of the chocolate sticking to the bag. The counter was unclean - not a little sprinkles or sugar here and there but smeared with spilled beverages and food. This Dunkin Donuts is off my list...

Update: I ordered 1 coffee roll and 2 glazed online. Pulled to the drive thru and was told to pull around to the front of the building for my food. Seriously? There were NO cars behind me in line. They can't just hand me my food? So...I pull around. They came out with 3 glazed donuts and said "we didn't make coffee rolls this morning so we gave you an extra glazed instead." Again...seriously? They offer a 1.39 item to replace a 2.19? Horrible, Horrible attitude and service. I asked for a refund and told me to come inside. Again, seriously? This wasn't my fault. It's no big deal to come inside, but I'd prefer not to leave my dog in the car. Plus...this Dunkin is just filthy. The drive thru is rancid. Update: trying to get a refund from Customer Service has been a nightmare. Beware of placing an order online--if they don't have the item, the store won't refund you, and Customer Service will delay the refund. This has been a comedy of errors.

Awful. The app sells items that the store doesn't have...not just things they run out of, but things they never had that day at all. The stores won't issue refunds and say they have no control over the app. What gives? Starbucks seems to have mostly figured it out, so why can't Dunkn? Customer service (phone) is closed today. Grrrrr. So they get to keep my money until they decide to issue a refund? How many people do they do this to? Seems it could add up pretty quickly. The store could at least have offered a gift card or...

The manager on duty was smug, sarcastic, threatening, unhelpful and unknowledgeable. He insinuated that I was being disruptive and was going to kick me out because he's in a gift card and not knowing my remaining balance I asked for a receipt that he did not give me after promising he would. If they were trained enough and smart enough to take drive-thru orders why wouldn't they know the first thing about frontline orders? Most likely because they were flat out lying to my face. The most angry part of my experience at Dunkin Donuts today was the amount of eagerness that one of the cashiers that lied to me and told me that they did not know how to reprint a receipt or take my order whatsoever rushed over to take another customers order before my receipt was printed even though I explicitly asked him to make sure that I got my receipt before it was lost forever. this was only to documents my purchase so that I can get DD perks rewards which sadly I would not expect to receive credit for unless I had the receipt. I was treated sub-humanly by a bunch of jerks and this is only the first bad review they will receive the DD perks rewards app and program will both be receiving a horrible review as well as the survey at the bottom of my receipt which they tried to deprive me of initially. They will be getting a horrible review...