Dunkin' — Restaurant in Macedonia

There is a problem almost every time I go here. Then for some reason I give it another chance thinking, well maybe it got better since the last time. It never is! Once in awhile they get the order wrong, but the problems are usually with the service at the drive thru window. It is so bad. They put the least friendly, least knowledgeable people in there. I have had employees argue with me while ordering, they often get an attitude and they talk to you like you're stupid just because you ask questions about the menu. Then today.... I had 628 points on the app. I ordered a snack wrap, 2 donuts and a drink. I had a reward available for 600 points for a snack wrap. I DID read the small print and nowhere on there did it say the wrap I was getting was excluded. When I got to the window, I told the lady I had the reward for the snack wrap. She didn't tell me I couldn't use it for what I was getting. She just scanned it...and after it took away the 600 points on the app....she tells me I can't use it for that one. So not only am I out 600 points that took so long to get, there wasn't even enough points left to even cover the donuts. I told her that and she said that no, the points will still be in the app because I didn't use them. I said they were already taken off the total of my points and they are no longer there. She then tells me, well I don't know anything about the app or how to use it. What??? Don't you work here? That should be one of the things you know how to do so that you can help the customer! Unbelievable! I have tried to call 3 times to talk to a manager and nobody answers the phone. It just rings and rings and rings. I should really try the Northfield or Twinsburg location. Maybe they will be better. One...

This is the THIRD time I've gotten "coffee" from this dunkin...with NO COFFEE. Occasional espresso beverages are the one luxury I allow myself...and I'm tired of wasting my money on B.S. Usually, when I'm handed a latte or cappuccino where they forgot to put the actual espresso in, I politely ask if there's coffee in the drink (it's always very clear when there isn't) and the cashier will take it back, inspect it, apologize, and pass it to the folks making the beverages to add the main ingredient. Annoying, but not a huge deal when it's corrected. HOWEVER. Today- after waiting for over 15 min with 3 cars in front of me who each only had 1 item- I got handed an iced "cappuccino"...which was pure white (check photos). I paused a moment, smiled at the woman at the window who did not look pleasant, and said "I'm sorry, but is there coffee in that?" She stares at me like I'm an idiot and says "well it's an iced cappuccino with almond milk so that's what it looks like" ....what?? I didn't want to make the people behind me wait longer too, so I simply took the beverage, and drove away. I took a sip...and SHOCKER I had a cup of cold, vanilla flavored almond milk!! No espresso at all. Very disappointed with the lack of care consistently taken at this location, disappointed with wasting money, and even more disappointed with the attitude I received for zero reason this afternoon.

Probably will not return to this location. The dunkin up the street may not full the beverage all the way, but there are fewer...

This DD location has consistently failed to meet basic service expectations. On more than one occasion in the last few months I was given drinks that were less than half filled (the other half was foam) and given attitude when I ask for it to be filled up to the top. If I'm paying $5 for a drink, at least fill the cup, don't just give me a cup of foam.

On multiple occasions (including today which was the last straw) I was told they don't have menu items that we have gotten there for the last few years. Today I was told at 8:00pm that they don't have any Iced Tea. Keep in mind the weather was 94 degrees out. They told me they only have Green Tea. The problem here is that there was no offer to make it or accommodate the customer, they simply just say they don't have it. This has also happened several times with other drinks. My wife typically orders a frozen chai there and a few times we went there they told us that they don't serve frozen chai.

It's terribly inconsistent. I don't know if it's a training issue, a personnel issue, or just lack of management oversight, but we've never had any of these problems at the twinsburg location. That's where we're going now (9 minutes out of the way instead of just...