Dunkin' — Restaurant in Ludlow

I frequent this location almost daily and had yet another issue with products being out of stock after being ordered and paid for via the mobile app. This time it was the new pancake wrap. The worker at the driver thru window advised that I would have to seek a refund through the mobile app for the wrap I ordered but did not receive. I opened TWO separate cases with online support only to be told I needed to seek the refund or replacement through the store. I went to the store early this morning and relayed the problem to the counter person. Before I could even say the wrap was out of stock, he already knew what the issue was so obviously SEVERAL customers had this issue. He went to get the manager who proceeded to "scold" me because I didn't report it that day. I advised that I was in the drive thru and didn't want to create a delay and only did what the store worker advised me to do. She then wanted to know who the worker was and I described the person and said I didn't want to get anyone in trouble. She seemed more concerned with the worker having done something wrong than making my account whole. I said if every person who doesn't get what they ordered on the mobile app and paid for then that's a lot of money in Dunkin's pocket. She said "We don't do that" yet that is exactly what is happening. The manager then proceeded to say if every person comes in saying they didn't get something...blah, blah, blah implying that I was lying. She said she would rectify the issue only because she sees me there often. What if I wasn't a regular customer? That means it's ok for Dunkin to steal from customers by taking their payment and not supplying their order? I walked out because I didn't appreciate being treated like I had done something wrong. I did exactly as I was told and this is the result I got. Before leaving, I expressed that this is horrible customer service that I present a problem created by your business and I'm told that I'm wrong. Her attitude from the beginning of the conversation was adversarial and a complete turn off from doing business with...

I’m the type of person to get the wrong meal at a restaurant, and eat it anyways. I don’t like leaving negative reviews because I feel like a complainer, but after years of bad service from this location, I’m hopeful that my negative feedback will shine some light on some areas that are in dire need of attention. For some reason, at this location only, the bagels are hard as a ROCK 🪨. For some reason, at this location ONLY, when I order a sandwich like a, “bacon egg and cheese on a bagel with butter” I’ll only receive a bagel with butter. This location is very busy, so I completely understand errors here and there, but after years of getting home and unloading the bag of items for my family, the dread and regret comes on as I realize I disappoint someone nearly every time with missing, wrong, or improperly prepared food. Stop giving little straws with big drinks. Stop asking, “is that all” after every single little thing I say, which makes me feel very rushed. With this location having such a long line and in a busy intersection, it’s not really realistic or should be necessary to have to park and check the accuracy of the items that you’ve ordered. The amount of times that this Dunkin Donuts location has gotten my money but not put the items that I’ve paid for in the bag, is staggering. Why does nothing taste or feel fresh like at the other locations? What is going on inside there? As a daily Dunkin customer, I have to stop going to the Ludlow location, which is very sad because I only live a mile or 2 away- I’ll go to Belchertown from now on. Hopefully things change and I’ll try again in...

You never get a consistent product here, and now I know why. In a very brief time working here it became abundantly clear that no one really knows what they're doing as I received conflicting instructions on how to make several different drinks, and the focus is on sheer volume with very little care put into any individual order. Furthermore the amount of waste is...staggering to say the least. Heavy plastic jugs, pumps, empty cans all thrown directly into one of about 15 trash cans which are emptied multiple times a day, and that's saying nothing of the cups leaving the store and undoubtedly ending up in a landfill. When you start multiplying in the vast number of dunkins that exist it is truly horrifying to consider the deep-seeded systemic environmental failings of this company. Last but certainly not least is the way they treat their employees. In the store everyone was at least polite, although the motivation for the frantic pace seems largely fear based. But I will never forget the way we were treated at the franchise orientation, where the fear was palpable after the woman in charge practically jumped down a poor girl's throat, screaming in her face to shut her mouth that second or she was fired instantly, all while the girl was simply trying to say OK sorry ma'am. I can't repeat some of the language this woman used but it was one of the least professional things I've ever witnessed in the workplace. The take away? Don't support this company as they have already become far too large and corrupt to ever correct their greedy...