Dunkin' — Restaurant in Louisville

I’ve debated sharing this, but the more I reflect on the experience, the more I feel it’s important to say something in hopes that it leads to improvement.

On Sunday, July 20th, I placed a mobile order for: • 2 dozen donuts (1 dozen glazed, 1 dozen chocolate cake) • 1 large iced coffee with vanilla and milk

This order was for a staff meeting I was holding, and I placed it about 30 minutes before pickup.

I’ve been visiting this Dunkin’ on and off for the past four years, as it’s right down the road from my home. While the drive-thru attendant has always come off a bit rushed or curt, I’ve understood that there are performance standards they have to meet. However, the service I received that day was simply unacceptable.

When I pulled up and let them know I was there for my pickup, the woman on the intercom immediately responded with, “You should have placed this order two days in advance—we don’t have enough of what you ordered.” Her tone was harsh and dismissive.

When I calmly asked which items they were out of, she snapped back that they only had two chocolate cake donuts. I then asked if we could substitute the missing ones with chocolate frosted. After a long sigh, she said she would check. She returned to say they only had four chocolate frosted and asked “What else?”—again, with a tone that felt unnecessarily agitated. I asked to finish the order with glazed, and she said “I don’t know, let me check,” before telling me to just pull forward—no confirmation or clarity.

At the window, a different employee greeted me kindly and with a smile. Unfortunately, the headset attendant pushed the boxes toward her and said loudly, “This is for him—tell him to call a day in advance next time.” Clearly, she was still upset, which only made the situation more uncomfortable. The polite worker handed me my coffee, and I wished her a good day.

Trying to move past the encounter, I left. But upon opening the coffee, I saw there was no milk as ordered, and the bottom of the cup had granulated sugar—likely artificial. Since I have an allergy to artificial sweeteners, I couldn’t risk drinking it. At my meeting, we opened the donuts and found them to be dry, and some chocolate frosted were crammed into the box, causing several to stick and tear apart.

As a manager myself, I understand that people have off days, and I truly don’t post this out of malice. I’m posting in hopes that this feedback leads to training and support for the staff, so future customers don’t have a similar experience. The employee at the window was great—she handled a tense situation with professionalism. But the overall interaction left a lot...

this place doesn’t know what they’re doing. They are understaffed. they don’t know how to use the mobile app. they give us the wrong things regularly. Today at 3:10 we went to get coffee. I paid and ordered through the mobile app. When I got to the window we waited about five minutes for service and then finally was able to talk to someone. They were out of donuts and they said they did not have my order. today at 3:10 we went to get coffee. I paid and ordered through the mobile app. When I got to the window we waited about five minutes for service and then finally was able to talk to someone. They were out of donuts and they said they did not have my order. when I showed them the receipt they still tried to charge me again for the order that I had already placed. The lady was disrespectful and rude about it as well. she told me I needed to go into the store to talk to her. I showed her the receipt on my phone and she told me she needed something to scan. Since it was a receipt there was nothing to scan. When I went in I handed her the receipt on my phone and she clicked reorder. when I told her to stop because it will charge my card again she said she knew it would charge again. luckily there was someone there that understood English and was able to help out and giving me my drinks by passing the other lady that was there. This is not the first time that this is happened. I would always get donuts here for my school’s activities but now since it is such a cluster and the people are so disrespectful and rude I have decided to take my business elsewhere . Krispy Kreme is very out of the way but I am willing to make the drive because there’s better service and I only have to pay one time. They are also never out of donuts. DO NOT WASTE YOUR TIME OR...

At this point, I am just wondering how they are still in business. I have grubhubed from this location multiple times now (as the driver). Each time, they are sold out of the most basic donuts. Whether it is morning or afternoon. This day in particular, was my own order. Service was slow as all get out. I was the only one...the ONLY ONE at the counter. Someone sweepinh yelled "customer waiting at counter, " at least 3 times before I was actually serviced. Then I had issues with the app at the counter. Apparently you can't just give them your email address for points like other places with convenient apps. So the guy was telling me I had to have the barcode to be scanned. Okay cool whatever. So I go to do that and the app is telling me to add money or something. Stupid app. I was like forget it cuz now there is someone behind me waiting. So I don't get my points. Which in hindsight, is fine since I swear I won't be back again. Not even to grubhub. So then I go wait for my order. Order comes very fast. I check it. My hashbrowns were liteally just thrown in. The dude has a complete attitude. Then I get home to eat it. My muffin is so soggy that it is gross. No clue why it was so soggy. I only live 3 mins from there. All in all, I never have a good experience with that place. Not in louisville, not in lexington, over a course of 8 years....