Dunkin' — Restaurant in Marlborough

One of the better Dunkin in town in terms of service, but also one of the most inconsistent and prone to mistakes. I can’t tell you how many times I’ve been verbally confirmed my order, only to have it put into the point of sale incorrectly. I also can’t tell you how many times it’s been put into the point of sale correctly, and I’ve still gotten items made incorrectly. The biggest issue here may not even been the point of sale, it may be Dunkin standards and practices as well their technology. I often modify sandwiches and wraps to have white cheddar instead of American. It tastes better and doesn’t cost any extra! However, many times, even when the receipt and bag label note the change, the sandwiches still come with American. Heck, I’ve even ordered sandwiches that come standard with white cheddar and still get American cheese, and that shows the lack of care that goes on here at times. I’m not saying be perfect, nobody is, but the quality control of the product I’m getting seems to just not be there. Coffee has a tendency to be double strong or watery, it’s just a consistency issue. The service in general is fine! I’m always greeted with a smile, the folks seem to be happy, it’s just the issues on the sandwich line that seem to be great for a couple days/weeks and then it’s back to the old ways and...

Stopped in Sunday 9/12/2021. Ordered an iced coffee, shot of FV, skim milk 3 Splenda, and a power breakfast sandwich. Pulled up to the drive-through window. Coffee was wrong they used cream, not skim. Handed the coffee back stating it was wrong, asked for the correct drink. This seemed to stop the employees in their tracks. Waited a bit, the window opens asks if we paid, hands me a bag with the wrong food order. At this point I am a bit frustrated. I drop the bag back on the counter stating the food order was incorrect. At this point the employees are getting flustered as I see them rushing around. Then I am handed the SAME coffee I returned. Again I tell them it is the wrong order. Now I am confronted by one of the employees telling me not to be rude as they had a long line of cars! If you got my order correct there would not have been a line. At this point I have been at the drive window for 10 minutes. Finally the manager comes and asks what the problem is, I tell her the order was wrong 3 times, another employee starts to join in saying I threw the food at them. I ask for a refund, manager says come in! Nope give me my money back. Horrible customer service at...

I was at the drive through at 3:15pm today. I was there with my wife. We ordered 1 medium regular coffee, 1 large hot latte and 2 donuts. At first was a guy who was taking the order, as soon we finished to talk, he would say : anything else? He doesn’t even confirmed nothing about the order. When we got to window was a girl who there to charge. I asked her if she understood that my latte should be very hot? She didn’t know even that we had the type of coffee. Then she was telling the others, then everyone were upset. The other girl was so rude, keeping talking in Portuguese because they know i am Brazilian like them. At the end, a guy came to the window so rude, telling us to go back to line because the other customer who was american was waiting so long. I said to him no, I am the one who is having problems and I asked where is my donuts ? Once again they didn’t know that we ordered a donut too. Our coffee was old and bitter and cold. I am very disgusted about the employees of this Dunkin Donuts....