Dunkin' — Restaurant in Maryland

My son frequents the barbershop 2 spaces down from this Dunkin. Every single time we have gone in here, there is ALWAYS something wrong. We went after his haircut on Friday, 4/19/24 around 4:20-4:30 PM ish, to get a Vanilla Bean Coolata and a Cold brew with Sweet Foam, cream, and Sweet n Low. The place was practically empty with the exception of 2 teenagers sitting and having a conversation. There were 2 employees working. One employee with locs (hairstyle), was eating in plain sight right behind the counter. He was assisting the other employee who appeared to be a new hire. My cold brew order was wrong as I didn't get my sweet foam as I had asked. The blender for making the Coolata never works. I have tried to order the same type of Coolata at least 4 times since the fall and I am ALWAYS told it is broken. The new hire employee proceeds to try and make it while the employee with locs, who is still eating right behind the counter, watches him put all the ingredients in the blender pitcher and before he even goes over to test out the machine that blends the ingredients together, the employee with the locs tells him it doesn't work. The new hire tells me that it doesn't work and do I want my money back? I said of course and the employee with locs helped him with the transaction, then (employee with locs) leaves and talks to an employee who works at Rita's close by (one store down). For it to be never crowded in there, I now understand why. No matter which day of the week or time of day it is when I have stopped at this Dunkin, it's empty because nothing works or the orders are wrong. The employee with locs comes back to place a donut in a Dunkin bag. Does not wash his hands or anything. Needless to say, I will no longer go into this Dunkin for anything. I will take myself to the Starbucks inside the Safeway that's across the...

I’m going to drive to the further Dunkin going forward as the service quality of this location is very poor. Today I placed a pickup order for a drink, sandwich and donut, and arrived 15 minutes later. When I arrived only my drink was made, but it was early afternoon so I assumed that it would be a little more busy and my food would be ready soon. However, I waited next to the counter for 25 minutes watching other customers’ orders being fulfilled, even though they came in much later than me. Also, within the first five minutes of being inside, two other customers express similar complaints, and in response I saw the employees just stare at them without saying anything—that alone made me want to leave, had I not already paid on the app. After waiting nearly half an hour, I was finally approached by an employee who double-backed to help me. No one else ever came close to earshot, and I did not want to make scene by raising my voice to ask for service even though I was being ignored for a long time. I had to substitute my sandwich bread, which isn’t a big deal in itself but just felt more irritating due to my wait time. My donut was also missing, which I didn’t realize because I just wanted to leave but it’s still disappointing. Considering how fast my food came out after I was approached, it’s genuinely shocking that I stood there that long in the first place. I don’t let one bad experience at places steer me away, but last time it was an identical experience with all different staff. The drive out to a different location is worth the time when I know my food is ready and sitting on the counter in a reasonable time, and that is not something I’ve...

The staff that they currently have are all very nice. And I think for the most part they have a pretty efficient operation. However, they do seem to rotate staff quite often as I have gone to this dunkin 1-2 times per week for almost 5 years and I don’t think a single employee stays longer than 4-6 months, aside from the employee that does the food and I think this may be the cause of my main complaint: consistency.

I order the same drink almost every time I go in (Large iced coffee, with cream, sugar, and a flavoring) and I don’t think it has been made the same two times in a row maybe ever. Sometimes when I order, there is the understanding that saying cream and sugar implies the standard amount of each for a large drink (which is 4 for Dunkin), which is what I am asking for, but a majority of the time it is anywhere between 1-3 of each. If you order on the app and they don’t have the flavoring you select, they sometimes just pick the next closest one, like during Valentine’s day when they get their brownie flavor. If you order a mocha or a different chocolate themed specialty flavor they are out of, you have about a 50-50 chance of getting the brownie batter one, which some may like, but is jarring if that isn’t what you’re expecting.

Make no mistake, when the drink is right, it goes hard and soothes the hate fire within my soul. So will I keep going back? Yes as it is 3 mins from me. But do I wish there were a little more...