Dunkin' — Restaurant in Martinsburg

About a week ago I ordered my regular order on the mobile app. When I got to the window of the drive thru I was told they didn’t have any extra large cups. Rebecca was at the window and she apologized profusely and asked what she could do to help. She also told me I could come in at another point to get my order again at no charge. She was outstanding!!

Today, instead of ordering on the app, which I do without thinking, I reminded myself to just walk in to get my free coffees. When I walked in, a young boy was at the register and Rebecca was at the drive thru window. He asked if he could help me. I explained the situation that had happened earlier and he called Rebecca over. The shift leader on duty, Tammy, very rudely told Rebecca, “you stay there … that’s your job and that is his job.” Mind you there was no one in the drive thru on this HOT day! I told the young boy what my order was and another lady was making it as I was explaining my order.

I heard the shift leader ask Rebecca what had happened and Rebecca explained that they didn’t have extra large cups when I had already paid for it on the app previously.

After hearing the disdain in the shift leaders voice while speaking to the employees, I said “I hope the ordering situation is figured out by now” because this has not been the first, second or third time that this has happened. It has happened on many occasions.

The shift leader, Tammy, heard me say that and she aggressively said while waving her arm in the air “I’M THE BOSS”, so since she was the “boss”, I repeated what I said to her….. “well good, since you are the boss, I hope the ordering situation is straightened out”.

Tammy then asked the lady who was making my coffees “what did she say?” I heard Tammy ask that as she was only 10 or so feet away. So I said to her, “I am right here, you can ask me what I said”.

I could tell that all three of the workers were very uncomfortable with the way their shift “leader” was acting and I could not let it be unsaid. I said to shift leader, Tammy, “I really hope your workers do not have to put up with you all the time!!!”

I felt extremely bad for these workers who were there to make an honest dollar in this crazy environment where people choose not to work. Under any circumstance, whether it’s hard to get workers or not, you have to treat your employees with dignity and respect and today I witnessed the total opposite of dignity and respect from Tammy…. Not only to her workers but also to me as a customer.

This shift leader needs to be addressed immediately. There are plenty of other jobs out there that she might be a better fit at. Leading employees and customer service is...

This place should definitely get no stars. Worst customer service ever! I called in at 7:51am to place an order for pickup that night at 9:30pm for associates working a mandatory overtime shift on 3rd shift. Lady took my name and number and said she would return my call for my order once they got though the rush. She did call me at 12:30pm and I placed an order for 6 dozen assorted. She said I would have to pay for the order over the phone and she would put the receipt in the bag. I sent an employee at 9:30pm to pick the order up. He called me stating that they said they did not have an order and that they don’t take orders over the phone. My employee explained to them that they had in fact taken the order and charged the company credit card. They were rude and told him they didn’t have an order and that they had not taken an order. The employee came back to work and I called in. They had no idea about an order placed. No manager on site for me to speak with. I argued on the phone with this employee for 10 minutes. Finally he said to come pick up 6 dozen. The store is now closed and I drive to the store. They are filling the boxes out of the case and the girl filling did not even put them in a bag for me or offer to help get them in my car. I have no receipt for the transaction. Not to mention that they messed the order up and did not offer a apology or discount for the issue that they caused. Never would I ever order from this store again. Our business orders a lot from this location but I will definitely be taking our...

Horrible service and food , you have to be lucky to get a good order at this location, they either mess up your food or hopefully you get what you ordered, which depends on who is working that day, there is not consistency in this place.

After they messed up my coffee, I asked them to make it again, (cuz my coffee looked more like a sweet tea than coffee with cream). Then I headed home and noticed that my sandwiches were messed up as well. So I drove back to the place with my receipt and asked them to make my sandwich right, the manager told me that she could add the missing eggs to my sandwich, I told her if she could remake my order and that I didn't want the old sandwich she gave me, she got upset and told me that it was a waist of food. It's not my fault you messed up my order. After they messed up my coffe and sandwiches, she gave me attitude and told me that this was the last time they remake my order. Why do they act like it was my fault? You messed up my order. Why do I have to be treated like that when you made a mistake. Terrible service, hope nobody have to go through this at any...