Dunkin' — Restaurant in Manassas

Earlier this evening we ordered a latte at the drive-through and once we pulled up to the window, there was a very nice lady who was being helpful by accommodating our requests, scanning my app so we can get points for the order. I tried to pay directly with my card though (because my app hadn't auto-reloaded), which her POS didn't accept, and then she tried my other card which didn't work either because their system was apparently down. At that point, I noticed having enough points to get a drink. She scanned it but also called the shift lead or manager, this young girl, which is where EVERYTHING went downhill. She was rude and unnecessarily aggressive for no reason whatsoever - telling me that I redeemed the wrong product and that now my points were gone, which she couldn't do anything about, and literally told me to get an iced drink that I've never had or have any interest in. This was one of the oddest behaviors I've ever experienced at a Dunkin, or perhaps at any cafe ever. She was so obsessed with telling us how we messed up and that it wasn't actually her POS that wasn't working, until she finally tried to use another one, which also didn't work. Mind you, the reason why I was still having to pay is because she wouldn't allow me to redeem my now lost 700 points for the drink I actually wanted and basically said I'm SOL because I redeemed the wrong product. My wife had to interject and tell her how absolutely ridiculous she was being and that anyone with the most basic understanding of customer service should've happily given me the drink I actually ordered, and perhaps even more to make up for the wildly poor customer service expeirence. Esp considering I only tried to use my points because their own POS wasn't working. The wildest part is that the last time I was at this location, I also ordered a latte and they were out of oat milk, and even then they forced me to get a random iced drink instead of the latte beacuase they couldn't refund me for an order they themself accepted at the drive-through.... Both my wife and I were dumfounded by the sheer absurdity of this shift leader/manager's behavior. She claimed that she would get in trouble if she gave me the latte I ordered and once I expressed my intention of sharing my experience she literally tried to bribe me with the drink saying that if she gave it to me, then I shouldn't share my feedback... this gal is genuinely out of control and has no place working in a customer facing role. If you're the franchise owner or Dunkin corporate reading this, I can tell you that this type of employee and overall poor customer service culture is impacting your bottom line both in terms of immediate revenue and long-term customer LTV decline - not to mention the reputation damage resulting from these types of reviews, which compounds on said losses. I've been coming to this location for 15+ years and will now never come again due to this experience. Now imagine me times every client who has a similar interaction with your location. What an absolute stain on...

So we have gone here about once a week for the last year or so. When we first started, was great, as I love Dunkin Donuts everything..... Second best coffee (next to Kona coffee), great cake donuts, just love them. Well, over the past 2 months or so, the quality of the donuts has declined. I believe the donuts are not made on site (in fact, I know that) but even though we go at 8-9am, the donuts taste and have texture as if they are made the morning before. As example , This morning, we went, and got a jelly filled donut, and (at home) once my wife broke it open to eat it, it was filled with white sugar slurry. Just a little bit was red /jelly. This is disappointing, as we usually drive about 10 min away across Manassas to get Dunkin, even though we have Krispy right around the corner, and they make them fresh right there. Dunkin is now disappointing. Staff is great though, but the quality is gone from this...

Figured I’d stop and get a half dozen donuts. Was curious as to why there were no prices posted for the donuts, so I mentioned it was interesting there were no prices posted. When I asked, the CSR had to lookup the price in the register - it was $10.99 - with tax at this location, that’s $12.00. I asked, “Did you just say $2.00 per donut?!” She nodded yes. I replied “No thanks, have a good day.”

I’ll not be returning or even considering future donut purchases from this franchise, they’re out of their mind. They’re hiding their prices for a reason - they’re hoping that once you order, you’ll just pay it - and this may work for many customers, since it’s not worth the hassle to push back. It’s hard sell, and...