Dunkin' — Restaurant in Los Angeles

I waited 20 minutes for one cup of hot coffee. There was one employee. I watched as people continued pouring in and placing orders. The employee said that people can order from the kiosk which would have freed her up to work on the orders but did not enunciate nor verify that people heard and I don't think the people in line got the message. The employee was trying to juggle making multiple drinks at once, possibly to be more efficient but I think with all that was going on, it was actually resulting in slower turnaround. I don't think there is a good system or training in place to help employees process the orders efficiently. A simple cup of coffee should be served immediately and knocked off the order queue as that takes very little effort and the people in line can wait 10 seconds for that to happen. Got to spread the waiting out to where it makes sense and causes the least friction, you know what I mean? Nobody's going to leave a negative review cuz they waited 10 seconds for the customer in front of them's coffee to be poured for 10 seconds... but a customer waiting 20 minutes for a cup of coffer WILL leave a negative review. Also, I thought by ordering from the kiosk, I would help free the employee up to work on filling orders but it seems like it resulted in my order being put behind other people who ordered directly with the employee. I don't think this one star necessarily reflects on the employee, maybe more of a systematic or training thing. Train employers to momentarily stop taking orders for like 1 minute if they're really behind. Train them on how to assemble the drinks more quickly. Prioritize getting orders out if simple things like a cup of hot coffee are 20 minutes behind. Another employee showed up at one point but they were doing some kind of inventory task or something. Given how far behind they were, why couldn't they drop their inventory task for just 5 minutes and help out with the orders? I doubt that inventory task was urgent on a Saturday. Maybe they're thinking "not my job" which reflects poorly on the management and culture. Maybe expectations should be set with staff that in situations like this you should be expected to pitch in. A third employee did show up eventually and they were actually helping out and I appreciate them for checking up on customers but they seemed a little overwhelmed too. I see there are a lot of other reviews that were negative regarding the speed of service at this location. I hope some tweaks can be made to make this a more efficient operation and some of this feedback is useful to help improve things when it is busy.

That said, I have been here many times when there wasn't a crowd, and it was fine. Management just needs to implement a better system for managing orders during...

on 4/20 I placed an online order on the app (as i always do) that day it was showing an old cc# and wouldnt let me edit to a new one. I decided to have the food preorder at a certain time so i can pick up and pay in store. I was not aware that not only is that not possible to pay in store that the order was never made, because it was never received. (even thought it shown me to pick up at the time on my phone. I spoke to a short lady who seemed overwhelemed with multiple orders. When i told her what i was trying to do, she explained she cannot make an order she never got we went back and forth a few time about my confusion and then said sharply, "LIKE I SAID if you want to place an order to order through the kiosk!

I proceeded to order through the kiosk. When told that the bread i requested was not avail, i subbed for sourdough. She asked toasted for both i said yes. I told her while i appreciate her informing that there was an error with my order, her "like i said" statement rubbed me the wrong way and was very unprofessional. She told me i walked in "with my mind made up that i was correct and knew what i was doing and she felt like as soon as i came in she knew she knew i was going to be difficult.(excuse me?). I asked for her name she said Patty. I reciceve my food, and double checked, the bread was WHITE and dry. i asked is this toasted she looked an said yes.

The next day i ordered the same thing, it was for my family in town and they really enjoyed it, to our surprise the sandwhich today 4/21 was actually toasted. Brown with chars of black, it even smelt delicious, I know for a fact my sandwhiches from yesterday were not. Im really sad this happened. Its my favorite spot, im a loyal customer, i order almost every other day online. I had such a bad taste(no pun intended) walking in or ordering there today. I do not appreciate Patty's weird attitude nor my family experience who were completely...

So Im a huge fan of Dunkin but this location sucks. Ordered at least 5 times from them and they got 4 of those orders wrong. Yesterday I asked for a Bavarian kreme and the lady didnt know which one it was.I assumed she was told by her colleagues and I ended uo with the wrong donut.No big deal but the Manager lady with braids is a inconvenience.She asked for a reciept when Im like a regular.She didnt recognized me? Then in the past she got one of my orders wrong and never apologized for it.No "Heres a free donut for the inconvenience and for bein inconsiderate" Everyone else seems like they want to try to help people which is the first rule for customer service.If you dont want to be there u should just bounce.Wont be coming here again.

*Updated: This place is amazing.I guess they just had a few bad apples but...