Dunkin' — Restaurant in Maplewood

UPDATE 5/21/23 Service has dramatically improved in my last several visits. Upgrading to 4/5.

One year ago: I am dissapointed with the service, but really like the product, thus three stars.

The same thing happened at two visits. I ordered food and a beverage. I recieved the beverage fairly quickly, but never saw my food until way later than it should have been.

At my first visit, I had to wait a bit for someone to help me. Three different employees walked by me but none asked if I needed help. I was standing right at the register in the order lane. Finally someone asked if I had been helped. I got my drink right away and stood away from the counter to let others order while I waited

After waiting longer than I should have, I went to the counter to ask what happened as they they were not busy. It did seem the drive thru was their priority as three of them were there and no one at the counter.

The first time this happened, one person apologized, one person scowled at me, the other didn't react in any fashion. They remade my food, and I literally stood and watched them as I was running behind getting to work.

My next visit I tried the drive thru. By the time I got to work to check my bag, I noticed they got my order wrong. I shrugged it off, it was minor. I ordered avacodo toast. You can upgrade with bacon or something else, at a high price. I did not upgrade. But I received bacon on my toast anyway. I checked the receipt and I had paid for it, that is why I shrugged it off. And it did taste good. I just don't like being sold add-ons I did not request. Especially half a stick of bacon at close to two dollars.

My third and most recent visit I bought avacodo toast again and did request bacon. I bought a dozen donuts to take to work. My drink was an iced chai. The guy at the counter was great. He brought my drink out to me. After what seemed too long of a time as only two customers came after me, I asked about my food. It had been sitting on the counter wating for me. No one had let me know it was there. The same person who scowled last time was standing there scowling again. This is what really butters my toast; I saw her place the food on the counter. I was the only customer when she did that. She never let me know it was my food, I was 10 feet away from her. I wasnt going to just walk up and grab it. It was all bagged and boxed up to go. I told them I was dining in. When she put in on the counter, and did not acknowledge me, I could only assume it was a call-in as they offer pickup/takeout.

I will also mention the bathroom needed servicing. I did sit there an hour or so, reading and enjoying my food. I did see an employee grab cleaning supplies and go into the unisex restroom. So I went in again a little later. Just to wash my hands. I could tell some effort had been done, but mostly just replacing toilet paper role. The empty cardboard tube that was lying on the floor before was never picked up. I guess scowling girl was too busy to pick it up.

The food was great and the counter guy made an...

We are regular customers at this location, usually picking up donuts and coffee drinks a couple times a week. When they get your order right and the donuts are fresh, I would easily give them 5 stars, but the service and quality has been so inconsistent lately, that I would not rate them any higher than a 2. Some of the donuts have tasted stale recently, with the edges being hard. A couple of them tasted so bad, like they had been sitting out for hours or something, we couldn’t even eat them. Their round filled donuts (vanilla, Bavarian, chocolate, etc) topped with the powdered sugar all look the same, but contain different fillings. The vanilla creme is my family’s favorite! The last couple times ordering, the ones that were supposed to be our vanilla creme donuts were filled with a custard-type filling, which we don’t like. The first time we chalked it up to an isolated mistake, and I told my kids we would go back the next day and get the right ones. When I ordered the vanilla creme the next day, again, 4 out of 6 had the wrong filling! Now I was pretty irritated, because in order to have this happen on two separate days, this was obviously because of carelessness and employees not taking time to ensure customers were getting what they actually ordered. I don’t ever like to do this, but in this case I decided to call the manager and let them know what happened, as we had just noticed these mistakes starting to happen recently, and I wanted to make them aware of it. When I got the manager on the phone, he seemed irritated I was calling right from the get-go. I was describing to him what happened to our order yesterday, and he cut me off and said you can just come in for a refund. I told him this happened to me with two different orders on two separate days, and he said something to the extent that there’s nothing he can do to change the mistake or make it better now, all I can do is come in for a refund. I told him I couldn’t come back in today, and he snapped at me saying that it didn’t have to be today, and I could come in anytime and they would give me the refund. He didn’t ask for my name, what exactly I ordered, or anything! Didn‘t seem to care, just wanted me off the phone. If this manager is supposed to represent their customer service, I’d say there’s a major problem here. The fact is, I didn’t really care about the refund, I was more concerned about letting them know this was happening, so I could feel confident about getting my correct order in the future. We have enjoyed going to this location up until these careless errors started recently. Needless to say, I’m going to be very leery ordering from them in the future and might have to start going to another location instead. Very...

I honestly have no idea why I still try this location. It's either a disgruntled rude employee with a bad attitude or they get my order completely wrong. Today it was getting nothing I ordered unless I saw them bag it. For starters I walked in because the drive thru line was backed up, no one said ANYTHING. 2 employee walked past the counter without a single word. Aside from a cell phone sitting on the coffee bar counter no one was upfront, and a line forming behind me. After about 5 mins a girl emerged from the back and quickly took our orders. Probably the only smile I saw in the place. I ordered a donut and hash browns for each child and a coffee and croissant sandwich for myself. What I got was the donuts and coffee (coffee set on the counter without a word so had to look to make sure it was mine) An English muffin sandwich that tasted like freezer burned cardboard and plain stuffed bagels. No hash browns.

I'd rather back track to Hugo and try their location than go here again....