Dunkin' — Restaurant in Maryland

I recently stopped at your Dunkin (using the drive thru) located at 1348 Ashton Rd, Hanover, MD 21076. This location was horrible this morning. They gave me the wrong drink. I get the same drink just about every day at the same time, so I'm pretty much a regular. Just a large sweet tea, nothing fancy, not additions or substitutions. Today, after pulling off I realized I was given the wrong drink. I went to go back in line and get the drink corrected and the line was around the building and through the parking lot. I already sat in line for long enough. I tried to go in both doors to the storefront but they were locked with no notification as to why. Door signage stated they opened at 5am. I had to drive around and walk up to the drive thru window IN THE RAIN to get my drink corrected. I was looked at as if I had two heads because I was bringing back a drink they incorrectly made and gave me. Nothing specific, just a sweet tea. I was given an unsweet tea. Not a big deal but still I would like what I ordered and paid for. Who I believe is the owner (not the person at the window but at a second register taking orders) was standing near the window and never once said anything but just looked at me like I was the crazy one....not an apology or nothing when I told them what was wrong. The least they could do for customer service is apologize. In the meantime I spent a good few minutes getting this straightened out so when I was able to leave and go to eat my hot food...it was now cold. What a way to start a Monday Morning! Hopefully their day got better as it went on but their morning was not the best start! I get its tough times and workers are short but you still have to hold up your standard to the paying customer. Especially when it is one who is regular. This store has continued to go downhill even pre covid. Luckily there are 2 others close by as they may have a...

Id say 99.9% of my experience with them is positive. The lack of star does come from the rare, brusque customer service. Sometimes it's obvious people are irritated or maybe just tired but it shows when it probably shouldn't. There have also been a few occasions where they'd totally leave off a part of my order (like the hash browns) and I'd not always catch it until getting home. And on that note also, the amount seems to change on occasion, sometimes four sometimes five sometimes six. Never a seemingly set amount but always few enough to count with ease. 😩😂😅

More importantly though, the positive. The food is of consistent quality so I do rely normally on this place for my favorite egg flatbread sandwich in the morning and have yet to be disappointed. Overall, they are very friendly, very prompt and in most cases, people probably confuse their brisk service for being short with them- even if it's more likely just an attempt to be efficient and fast for the morning rush. It convenient, easily visible and easily accessible from the main road so it will continue to be my preferred Dunkin' Donuts in...

Clearly today was "I don't care what you order; you're gonna get what I give you". I went through the drive thru & the gal that took my order rushed through it, kept interrupting me asking what I wanted as I was telling her & then said absolutely nothing so, I pulled around to the window. Still, not a word to me. Her & the other girls are still carrying on their conversations, ignoring me. When she hands me my drinks, they're wrong(obviously, because she wasn't paying attention when I originally ordered). When I tell her my order is wrong, she decides to talk to me & tells me it's not; what she gave me is what I ordered. -_- I had ordered an iced latte with caramel & an iced macchiato with caramel & an extra shot of espresso. The drink she gave me was all milk with the tiniest bit of espresso. When I told her it was wrong & she argued back & forth with me about it, she then took it back & filled it with coffee. It had no caramel. My latte was nothing but milk & she wouldn't fix it. NEVER AGAIN. Save your coins for the next coffee shop...