Dunkin' — Restaurant in Lexington

I've been going to this location for YEARS! I've ordered the frozen coffees with almond milkmilk at least 2 years after realizing I was lactose intolerant. I was in the drive thru on Saturday afternoon and ordered 2 frozen coffees one with almond milk and the other with cream for my sister. I have ordered mine with almond milk multiple times so I already knew what I wanted. The lady had told me they couldn't do almond milk because it's not suppose to go into the machines and they don't know what it would do to the coffee...i was so done at this point so I just said okay and had it with cream. I don't know if Nancy is the manager still but it would make sense because this place has gone down hill fast. I payed at the front and the cashier leaves the window open, so I am able to hear all the conversations to be had that are very unprofessional. I then hear the girl say, "I hope this is blended enough" and the cashier says "I hope so too" and she or he ( I couldn't tell) handed it to me and btw IT WAS NOT BLENDED AT ALL. I took it drove away and dumped it in the trashcan near by. $5 down the drain. Btw the cashier had been there for about as long as I've been going there ordering the almond milk and she or he didn't say anything!! Had so many bad experiences there lately, will not be returning. Horrible customer service by people that do not know what they are doing. Next time close the window after the customer pays, actually listen to what the customer is ordering and please please please know that you are able to put non-dairy things milks in beverages not everything has to have milk...

I'd leave zero stars if I could. My family and I have not eaten out anywhere since covid started. After all of us finally being vaccinated and a few days before Christmas, we decided to treat the kids to donuts as a surprise. I arrived today at around 3pm and as I walked in the door noticed 2 guys (customers? No, they had no food or drinks that I saw) sitting at a table laughing and all 4 girls behind the counter just standing there and giggling. I grabbed a milk and went to stand by the register when one of the girls finally came over and said Is there something I can help you with? I said "yes, where are all the donuts?" There was literally 3 blueberry muffins and a few donut holes. Every other spot for donuts was empty. The girl said "We're out." No explanation as to why they were out or if she could get me anything else, or even if they were making any more. Just a nonchalant "we're out." I said "Well, I guess I don't need anything" as I put the milk back. As I was walking out the door I got the most insincere "sorry about that" I have ever heard. Everything was just a big joke to these kids. All 4 of the girls standing shoulder to shoulder behind the counter and doing nothing. Just ridiculous. You're a donut shop- your job is to sell donuts. Oh and whoever the manager is of this store. You're just paying a bunch of teenagers to sit on your clock, doing absolutely nothing but play around, instead of actually helping your customers. Worst experience ever. Will NOT be back. But you better believe corporate will hear...

This was the worst experience I’ve literally ever had. I am accustomed to horrible service at Dunkin’s in general, but after tonight - I will never patronize another franchise. I placed an order on Door Dash for a box of hot cocoa and donuts. Get a call from the driver - they don’t have chocolate or strawberries. I’m like I order hot cocoa and donuts? The driver is clearly just as confused as I am and puts me on the phone with the most unprofessional human being I’ve ever met. He told me I had to come to the store to get a refund. Um no? I ordered online. Like just make my order - how are you out of hot chocolate? Like you’re a literal coffee shop. No effort to substitute - nothing. He instructed me to cancel my order through door dash and I said no because I would get charged. The kicker? I asked the persons name - “we’re not allowed to give out names.” Seriously? Ok then.

Anyway - unless you want to be disappointed don’t waste your time or money here.

I don’t usually get upset over stuff like this, but this order was placed in advance because we were having a gathering. My kids and their friends were really disappointed. If he had done his job, we could have made other...