Dunkin' — Restaurant in Marana

From the moment I started my order at the drive through I was greeted with awful customer service. I asked for a coffee and when asked if iced or hot I said one second let me ask. She immediately responded with “HOT OR ICED” in the rudest tone. I said I’m asking give me a second and she said “sorry. I then continued my order and one of the items I ordered, 25ct munchkins, was unavailable and after I said “oh man” as I looked for something else to get the employee said they would have some ready in 10 minutes. I said okay can I get that, and finished my order. At the drive through window the employee barely said a word to me and kept giving me weird looks. She handed me part of my order and was ending the interaction when I asked about my munchkins. She then asked someone else who yelled “tell her to pull around” I pulled around and within a minute or so of waiting I was handed a little box and told “they’re in a box because they’re sticky”. At this point I was frustrated with the service I received and just decided to go home with what I got. Once I arrived home I took a bite of one of the munchkins and found that they were ice cold and I received only 13. I checked my receipt to find out I was only charged for a 10ct when I ordered a 25ct and again, ice cold. I decided to call and speak to the manager and explained the entire situation. She apologized and told me to come back down and they would give me a 25ct of munchkins and a free drink. I go back down and ask to speak with the manager and the employee apparently was not able to hear me so he stated me dead in the eyes and yelled “WHAT?”. I again asked for the manager and was told there wasn’t a manager on shift. I explained to the employee that I just spoke with a woman on the phone who said she was the manager and asked me to come in. He said “oh, that’s our acting manager Abigail” and proceed to get her. She did not come over but instructed the employee on what to do (I could hear the conversation). He then came back with a tray of munchkins and said this is all we have (chocolate glazed) I said that was okay and asked if they were hot. He then looked at me confused and said “you want HOT munchkins?!?”. I said well I want ones that are not ice cold like these and showed him what I was given. He looked at them and said they look like they’re from the same batch and said “I’ll test one and see” and proceeded to grab one with the parchment paper and eat it. With a mouth full he gives me a thumbs up that they’re good. He then counts out 25 into a box, one of which his fingers touched. After he boxes it up I asked for the actual managers number and he says he doesn’t have Wills number and goes to ask Abigail. She informs him they don’t give out personal numbers (which I didn’t ask for) and he comes back to me and tells me what she says “we don’t give out personal numbers but he will be available tomorrow”. I inform him I didn’t ask for the personal number of Will. I asked what time he would be in and he said early morning, they “open at 4 but he wouldn’t be in for an hour or two because he always comes in late and he’s a horrible boss”. I said okay and asked about the drink and he looked at me confused. I said never mind, grabbed my stuff and walked out.

This was truly an off putting experience and I will not be returning to...

I will never understand how the service in this place continues to be so bad and nothing is done by the owner. The management seriously needs to be reevaluated. Not only is the manager regularly sitting out front on her phone smoking cigarettes instead of paying attention to her staff that doesn't seem to care one iota about her customers, the orders are consistently done incorrectly. Every time I order a coffee and ask for just a small amount of cream and/or sugar it's like they dump in a bucket of it. And half the time if we get bagel bites they're hot, and the other half they aren't. There is one young man at the front register who is regularly rude every time I come in and while I think it may be in part to him possibly being on the spectrum, it isn't right to have customers have to regularly deal with his snippy and condescending tone. I see others have commented on this likely same staff member so clearly it isn't just me. In addition to that, it's always extremely warm and dirty inside so it's not a place that you want to go and sit down to eat. Today I had a jelly donut that tasted like it was a week old. But I'm not about to complain because then I'll just get flack from that same guy up front and nobody's there to fix it. The last time he didn't give us our free doughnut from my rewards and I realized I had been charged for it so I asked if there was a way I could be refunded and I was confronted with three deer in headlights ("staff") because he got upset that there was the slightest complication and they came over to "help." I was then told that I would have to come back when the manager was there because she was at church. What???? I just wanted a refund for the doughnut that should have been free. I also feel like I need to address the fact that whenever we've had to unfortunately use their restroom I'm always disgusted. There's a sign that says it's frequently cleaned and there's no way that's true. On top of that, the soap is so overpowering that you will smell like it all day no matter how much you try to get it off. Then to boot there's an air dryer and no way to open the door from the inside. So that's what employees are doing before they go make your food? Gross. It's such an unprofessional environment and it's really...

I've had a few bad experiences at this location so I'm writing a review bad on my last one. I placed a mobile order for 2 donuts, went in and sat down to wait for it, and after 15 minutes got up and walked out. I checked the app to see if the order went through and the app was acting up so I couldn't tell. I assumed it was the app acting up because I couldn't see my transacting history even though it showed my recent order on the home page. I had to get going so I left. When I got to my computer I decided to check and see if I could see the transaction history. It was there. I just assumed it was an issue on my end because several cars pulled into the drive-thru and got their orders after I walked inside to pick mine up. There were 2-3 employees that saw me sitting there, in an empty restaurant waiting and nobody asked if they could help me. After seeing the same 2-3 employees talking and joking around I just assumed they didn't have the order because they could have easily slid the 2 donuts into a bag within 15 minutes, I would think. Anyway, I have Dunkin' credits in my account that I will have to use at another location because this one is too crazy for me. It's dirty, the customer service is lacking, and the quality of food just isn't what it used to be. Bummer because it's 1 minute from where I...