Dunkin' — Restaurant in Maryland

I WOULD GIVE IT ZERO STARS BUT UNFORTUNALY I CAN'T. I ordered a Glazed donut on the drive thru, i pulled to the window but she never repeated my order or told me the amount due. I gave her my card and she gave me a bag with 2 donuts (in my head I said oh she is so nice gave me a free extra donut) because there had been times in other Donkin Dunuts that they have given me an extra donut. Then she ruturn my card and turned around so I tought that's it, she is not giving me a receipt (Dunkin Donuts avoids giving a receipt to save on paper i guess) I left then I was checking my bank account and saw the charge of $8.48 so i called 6 times and nobody picked up. I had to waste my gas and time to go back to solve the problem. The manager was so rude and unprofessional making me feel that it was totally my fault and that i had order 2 glazed donuts and a sadwich. She started to raise her voice on me so I also did but i was calm at first because i thought oh they have cameras they can go back and confirm that I'm telling the truth. She also told me why you did not called and I showed her the calls i did and she was telling me oh i was in the office sitting and you never called or the phone is not ringing. She was telling me you called the wrong place then I aked her to repeat the number to me and it was exactly the same number I dial earlier. The worker that made all the problem came to me and said "I'm sorry mam we were busy" I told her it's ok and I understand that but I never heard any apologies from the manager Bk Patel. Plus before returning me my money she even warm me "I will check the cameras" and I told her to do so because i wasn't there trying to get free money which i definitely think that was unnecessary. I had the extra donut and I returned it to the manager, I told her I did not wanted it because i never ask for it in the first place. It was not even a lot of money but i only did it because it's not fair to get over charged for something you did not get. I WILL NEVER COME BACK TO THIS PLACED....

I had to give this at least one star just a comment, this place is outrageous I called them to let them know that they charged me for more than what I got and they gave me the wrong coffee. They then told me to bring my receipt back up they would refund my money and would give me two free coffees. When I got there they acted like they had no idea what I was talking about he gave me $6 and I told him they took my points I redeemed a donut and you charge me for that too and you're trying to hear me $6 for a 17.00 order. The worst part is I speak to the manager 20 minutes after we left the place and they promised me my money back when I got there they just totally accurate like they had no idea what I was talking about. The worst part is my health is failing I cannot drive anywhere so I have to either pay people to drive me where I have to go or I have to have my husband do it but he is busy all the time he works full-time and he has a life as well but we went back down there and wasted our time and our gas and it's just incredible to me if you were a corporation and you tell a paying loyal customer that you were going to refund or do something of any sort you should never go back on your word. I will never ever go back to the Dunkin donuts in Pasadena on fort Smallwood because one don't lie to me 2 get it together as much money as you make in a day and then you want to give me a cup full with creamer and it's supposed to be French vanilla coffee fix your wrongs and learn from your mistakes, or you'll never stay in business. That's why it's hard to trust anyone including businesses these days because everyone is only concerned about themselves and how much money they can earn. There's no reason to screw over especially your loyal customers how do you think your place stays up and running? All I know is I will never return there and I hope no one else has the same experience but as for me this place...

I visit this Dunkin’ almost every day and usually don’t have issues, but recently I’ve had repeated experiences that leave a lot to be desired. Today, I placed an online order for coffee, munchkins, and bagel bites. When I arrived, I noticed (for at least the third time now) that my coffee didn’t have whipped cream as ordered. I politely asked for it to be added, but the woman at the counter barely acknowledged me—it felt like she heard me but chose not to respond.

Then, as I was leaving, I realized my munchkins were missing. When I asked about them, I was told they were out of stock. Instead of proactively letting me know or suggesting alternatives earlier, I had to bring it up myself. They offered me a substitution from the donuts available, but there were only three options, none of which I wanted. I asked for a refund and was told I’d have to request it myself through the app since it was an online order.

As someone who works in the fast food industry—I’m an operations manager overseeing 81 restaurants—I understand how challenging it can be behind the counter. However, basic customer service like acknowledging guests, smiling, and being helpful goes a long way. I don’t have an issue with processing the refund through the app, but I do have an issue with how it was communicated. There was no guidance for a guest who might not be tech-savvy, just a dismissive “you have to do it yourself.”

Order accuracy is also critical, and consistently forgetting something as simple as whipped cream diminishes the experience. This location would really benefit from reinforcing customer service skills with the team and ensuring order accuracy, especially for regular customers who come in nearly every day. I wanted to be fair and not harm the business by giving 1 star, but look at this review as a teaching opportunity to your employees to do better or an opportunity for your management team to...