Dunkin' — Restaurant in Maryland

Love the menu selection. However, on 10/4 around 3:10 pm (no line or back up at drive thru) I placed my usual order. The guy was rude when he couldn’t locate the item I requested. He stopped talking to me so I pulled around to find a girl who was helpful & said she knows what I want. I asked her to speak to the guy about good customer service skills & how to talk with us rationally. Went today 10/6 for my usual coffee/meal and found that when mobile app cars pull up on right they expect to jump in front of my car because they placed a mobile order. Not a good process, I let her go ahead of me instead of having an argument and something went wrong with her exchange at the window. By the time I got thru a 3 car wait then had to let her in front, my food was cold & coffee luke warm (20 minutes for this visit). I called the store later in evening & spoke to a Manager. She said mobile orders are not to ask to jump ahead of customers who are waiting in the drive thru lane, they are to get in the drive thru line to pick up at the window or they can park & walk in to get their order: DON’T LET MOBILE APP PEOPLE TELL YOU THEY’RE ALLOWED TO JUMP IN FRONT OF YOU SIMPLY BECAUSE THEY PLACED A MOBILE ORDER. I did mention that the fact they painted MOBILE ORDER in that right lane may be causing the confusion, She agreed. Hopefully, they’ll add the words on the pavement “park and come in for your order or get in the drive thru line”. Might be a good idea to explain mobile order pick up process on their website for Dunkirk since other locations do not have...

If I could give this zero stars, I would. After ordering online, and proceeding to pick it up. I was told it was a “large” order (it was a box o Joe- equivalent to ten plain coffees - not lattes/chai/mochas or anything that takes effort other than brewing the coffee and pouring it in the box- and a doz donuts), had no idea when it would be ready (could’ve been 15 mins or 60- they had no idea). They then, while rolling their eyes, proceeded to tell me that they would continue to take drive through orders (over mine which had been placed twenty minutes prior) until the “rush” was over but had no clue when that would be. This was an order placed on behalf of an organization and I will be sure to never patronize this location, any locations with these owners for business or personal, and will be sure to ensure my colleagues and associates do not either. If you’re too busy- don’t take online orders, I could’ve ordered at another location....

UPDATE 2/2/24: this location is the worst now. Every single time my drink is made incorrectly and often I have to ask for parts of my order because they fail to make everything. Today I was fed up and called because it’s ridiculous. Lillyann had absolutely no sympathy. Her excuse is “we’re short staffed”. Oh okay, so you put 2 sugars instead of 8 and forget to make my food because “you’re short staffed.” That was literally her only excuse. By the time she actually apologized, it was honestly the most unsympathetic apology. It’s sad how far this location has fallen since the other lady manager left.

——————————————— I’ve been coming to this dunkin since moving to CB a year ago. From then to now the location has drastically improved! I now come every day because the drinks/food are always made perfect and their staff has the best customer service I’ve ever seen at any Dunkin. I 100% recommend this...