Dunkin' — Restaurant in Lower Frederick

I ordered through the app on Christmas and ordered some donuts and coffee. Our drinks were poorly made and half way full. They had no donuts and the employee working told me to request a refund online. I asked to get a refund right then but they told me basically they can’t… well I call the manager and talk over the phone about getting a refund a week later. They tell me they can’t issue a refund unless in person and I’m not from this area. I was visiting family. I’m 3 hours away. So they can’t give me a refund and I paid for items I didn’t receive. Your employee told they couldn’t give me a refund in person and now you can’t give it to me over the phone? Makes no sense. The manager also just hung up on me in the middle of the conversation because I was frustrated and questioning why they can’t give me a refund over the phone. They told me if I continue to talk like that they’ll hang up and they did. Terrible customer service. I was not cussing or flipping out but I told them that it’s theft and thats just not okay they can’t issue me a refund. I asked what could I do, can I call corporate? They told me no they can’t issue me a refund either. I had a valid reason to be upset. The manager was being condescending and rude with zero solutions or accountability for the poor service. And I simply just wanted my money back for items I didn’t...

I had the worst experience this evening. I ordered the same order I do every day. For my husband a med coffee with cream/sugar/espresso shot and 2 SEPARATE espresso shots for myself (I add them to protein shakes). The girl at the window miss read the order slip and added my two espresso shots into my husband‘s coffee. When I pulled around the window she told me that she could not remake my order because it would cost the store money to do so because they would lose product. She continued to refuse to remake my order and refused to refund my money. Honestly I snapped on her but you don’t mess with my money or my coffee. I have never worked in any food service place where the customer needs to eat the cost of the employee’s mistake. I even showed her my order screen to show that I had ordered the med coffee and double shot separately. She continued to refuse stating “I’m the only one here and I have been here for 13 hours.” I then proceeded to ask her how her poor customer service skills and inability to read her order slips were my issue. I order the same thing every time I come to work. People have messed up and fixed it. She blatantly refused to do so. I called corporate and filed...

This is the best dunkin around. Is the wait long sometimes, yes. Is my order always right, no. And it doesnt make a bit of difference to me. Life isnt perfect. I drive out of my way every day to go to this location every morning. Reason being the employees. No matter how short staffed or busy they are. They always take the time to say good morning or make you smile. I know some people dont care but theres alot of us that do. That's what starts my morning off positive every day. I really wish management would step up and show some appreciation for their employees and get them the help they deserve. You know it's pretty bad when customers see all the issues and problems but management doesnt. I'll also take the time to thank Angila, Raquel, and Mary since I know management wont. You girls start my morning off right every day and I thank you for that. So to wrap this all up, management your more than welcome to contact me, I'd actually like to hear what you...