Dunkin' — Restaurant in Manheim Township

WORST EXPERIENCE EVER. Do no got here. I normally go to Starbucks and have never had an issue, but decided to do Dunkin this am because my son wanted a donut. We placed the order online ahead of time, because we were short on time.

When I get there I proceed to go into the store to retrieve my order, at which point I saw a sign that said online order have to go through the drive thru. When I informed them that I am not familiar with the store, and that I was running late and asked if I could just grab the order since it was ready, I was told no (in a rude and dismissive way) and that I had to go through the drive thru.

When I respectfully asked - May I have your name so that I can call customer service about my experience today. I was laughed at BY THE MANAGER, who then said you don't need to know her name, pointed to his name tag, and walked away. Then, she worker proceeds to say 'it's Marie, good luck calling customer service' all while her manager looks on.

I then proceed to go to the drive thru - at this point there are no cars in front or behind me. After sitting after the speaker for an unprofessionally long time, I drove around to the window. When I go around to the window - "Marie" says in a very dismissive and antagonistic tone - "You need to speak in the speaker before you come to the window."

At this point, I am on the phone with customer service, and she says in a facetious manner "Good luck with that" again - her and her manager are both at the window at this point - being extremely unprofessional.

Upon receiving my order - I said "You should really be nicer to your paying customers and not talk to them this way" to which she said "Or what, what are you doing to do ? You're already filing a complaint - good luck with that."

All while her manager (I am assuming he was the manager because he was in the grey polo), watched on, didn't attempt to de-escalate, but rather allowed and encouraged her unprofessional behavior.

I have worked in retail for many years in the past as an associate and as a manager and have never treated paying customers this way.

I immediately called customer service this morning and filed a complaint and I am waiting to hear back.

I WILL NEVER GO HERE AGAIN - I will stick with Starbucks where they actually treat their customers like human being and with some decency.

Don't give this...

I’ve never had an issue with this Dunkin till today which is incredible because all the times I’ve gone it had been extremely busy, however that was not the case when it was beyond slow and I was the one of two customers in the drive through. I had just ordered on the mobile app only two $6 meal deals and two donuts. The reaction I received from the girl at the drive through was so rude claiming that they needed more time and that I should not have immediately come after placing my order. When I got to the window I was greeted by the manager with all the food very quickly handed to me. Being a past Dunkin employee and shift leader at another location I had to ask why it was such a problem being that I’d never had this problem ordering at a Dunkin or when I worked for the company myself. The manager responded with equal attitude claiming that it is more difficult to handle a mobile order when that is not the case at all, this is actually easier because all you have to do is complete the order printed on the slip where as your skipping the entire step of having to take the order over the drive through and make sure you put everything in correctly to the system. He then had the audacity to say I do know how it is when I said I worked for Dunkin and that his logic makes no sense to me. I do in-fact know how it works and that all they are essentially saying is that they are too lazy and unwilling to provide proper service and greet the customer with a good attitude. No matter what Dunkin OR company providing service you go to the employee policy is that “the customer is always right” and that you show professionalism no matter what.

This is a long review and I apologize for that however this Dunkin is not worth anyone’s time and whoever owns this branch really should see what kind of employees they have working for them. Especially those in...

UNPROFESSIONAL and RUDE workers. Not the first issue I've had there either but today was the worst. I placed a mobile order a couple minutes ahead and the the female at drive-thru said "Nah...you just ordered that" I said yeah I know, I placed the order. She replied "You gon' have to wait...wait there". I was completely confused as EVERY OTHER DUNKIN I have visited tells you to pull ahead. So I pulled ahead and the male at drive-thru said "we told you to wait there". Again I was utterly confused and not understanding why I am being with met with MORE RUDENESS from these workers. At that point I stated "You know it is unprofessional to speak to customers that way?" And the male stated it was unprofessional for me to not wait at the order sign like the told me to. Again, what??? I then tried to explain that this WAS NOT THE FIRST TIME THE YOUNG LADY WORKING AT THE DRIVE-THRU HAS RUDELY TOLD MOBILE ORDER CUSTOMERS THAT THEY ORDERED PULLED UP TOO EARLY. Also bear in mind NO ONE WAS IN THE DRIVE-THRU LINE! And only one person was inside the store asking question at counter (they already had their order by the way). There was literally NO REASON to rudely tell anyone they need to give them more time, or have to wait, it's IMPLIED. I KNOW I MIGHT HAVE TO WAIT. It is clear that the workers there want to CONTROL people instead of just make food and drinks. We don't need any extra commentary just make food and drinks. DO NOT VISIT THIS DUNKIN, THERE ARE PLENTY BETTER...