Dunkin' — Restaurant in Madison

I enjoy Dunkin's coffee and food, and it's always been my alternative to Starbucks, but lately it's been disappointing. The drive-thru is typically very slow and is often backed up out into the road. I almost always place my order on the app ahead of time, and the last few times, I've opted to just go inside to pick it up because the drive-thru wait is so long, but unfortunately, most times it's not any faster inside. They seem very disorganized and like they don't even have the ticket for my order when I tell them what I'm waiting on. Then I've ended up waiting another 10+ minutes and sometimes getting the wrong food in my bag. Today, I got a coffee which I don't think was mine (it had the right flavor, but it was a large, when I ordered a medium. They said it was ok and that I could just have that one, which of course I'm not complaining about, but I just hope it wasn't supposed to be someone else's). I let them know I was also waiting on a wrap, but I ended up having to just leave after waiting about 15 minutes because I was about to be late for work. I completely understand that places get busy and the staff get can overwhelmed, but this just seems to happen too often, and I end up waiting like this even when it's not that busy inside. And when I place my order ahead of time about 5-10 minutes before I get there, I don't feel that I should consistently be having to wait another 10 minutes for it. It seems like it's all kids and young people working and no manager there to really be directing them and keeping things running smoothly. A few of them seem like they're overwhelmed and doing the best they can, while some of the others are chatting and goofing off. I'd like to give them another chance, but I think it may be awhile before I come back. I'm definitely not wanting to get anyone who works here in trouble, but I hope that something can be done to improve the wait times. Perhaps management just needs...

So I thought I’d give this Dunkin’s a try after having a bad experience at another location. I get in the lane to order at 4pm on Saturday September 28th, and was promptly greeted by the machine asking me if I wanted to try something new. I thought it was a person so I started speaking. The young lady on the mic told me she wasn’t ready to take my order. I say ok sorry I thought that was you. 2 minutes goes by. I again say hello, she responds and say she’ll take my order in a minute. I think about leaving and just getting my usual coffee at Panera's, but I wanted to give Dunkin’s another chance. I get to the window and wait another 2-3 minutes. I observe a gentleman standing catatonically at the front doing nothing, While the young lady takes orders and slowly makes my Coffee. Finally she comes to the window and I give her my card. She scans it and says oh this is only good for a medium hot coffee. I was confused. I read the back of the card and it clearly says that the only thing excluded is Nitro and cold brew. She shrugs her shoulders and says, well it only lets you get a medium hot coffee. She consulted catatonic boy and he also shrugs, I wait to see if she would do the right thing, but she just tells me the price. So I paid for it, the only reason I didn’t just leave is because I had invested so much time in this one interaction and I had to get back to work. It’s easily one of the worst customer experiences I’ve had and I won’t be back. @DunkinDonuts, Train the staff to at least pretend to have customer service skills. I understand a job is just a job to some people, but it brings down the quality of your brand. We have a lot of options now when it comes to...

I have been to this Dunkin on 6 occasions and 4 most recent occasion they have had no vanilla sprinkled donuts on ALL 4 OCCASIONS, 2 of those occasions being at 9-10 am and the other 2 later afternoon, which they are always out vanilla sprinkled stating those get delivered to the store and that they don’t make them there. So I approach that with more understanding. But the fact that on 3 of those occasions they were ALSO OUT OF REGULAR GLAZED DONUTS is WILDDD. Because those are made at the store. Today the rude employee that got on the headset responded to me asking if those get delivered and aren’t made at the store either with “well I just had a massive order and am out. It’s late in the day and I am not making anymore (it’s 4pm… the store is open until 8pm…) we have munchkins and they are the exact same thing just donut holes.” This response is honestly unacceptable. The store is Dunkin DONUTS and you are refusing to make anymore donuts. But okay. I just order a bagel with cream cheese in stead. Well I take a bite and the cream cheese is sour. I thought maybe I was making it up and being crazy so I had my friend take a bite. It was in fact sour. This is the worst Dunkin I have ever been to and The manager needs to be fired. He is rude and clearly unable to take inventory correctly in addition to refusing to make donuts that has been poor customer service. I was gracious and kind the first 3 times but 4 times and rotten cream cheese is just surpassing my ability to overlook these ongoing and easily fixable issues. I don’t recommend going to...