Dunkin' — Restaurant in Maryland

TLDR; If you place an order online there's no guarantee that you'll get what you want. They might be out of stock and you'll waste your time. Overall, the mobile app experience is horrible because the store doesn't communicate with the customer-facing app.

I placed an order online for a dozen or donuts and some munchkins. Made a special effort to download their app to do so. I didn't know when to go pick up my order. I didn't get any notifications via app or email. I arrive 20 mins after the order was placed. There's a line at the counter. There's a designated area for mobile app orders but nothing was there. I had to wait in line to check on my order. When I get to the front of the line they tell me they are out of donuts I ordered. So how are the employees able to tell the customers that they are out when the order is places online?! The associate offered me the 2 donuts of the kind I ordered and then the rest random ones they had. I asked to make a fresh batch of the ones I wanted. They declined. Not sure if that's because they were out of that kind of donut completely or because they just didn't want to cook a fresh dozen. I'm not into glazed donuts, so at that point I was ready to fully cancel my orders. Instead, they still gave me the 2nd part of it and charged me for it.

So I'd say first, if you place an order online there's no guarantee that you'll get what you want. Plus you'd still have to stand in a line. And you'd waste time on the phone placing that order.

Secondly, I wish they were more open with their communication throughout the process. It would be helpful if they told me what was exactly the problem. I called another location and they explained that on the National donut day they sell out of donuts and don't have any more available. Urbana location made me feel like they didn't want to make a fresh batch. Now I'll never know what went wrong and if I can rely on this location to make fresh donuts.

To sum up, it was a frustrating first experience. Hope to leave a better review...

Horrible customer service! I placed an order online 50 mins before pick up. I got a message from the app that it's time to pick it up close to the actual pick up time. I went there to pick it and they told me they don't have the kind of donuts I ordered and the only one kind of donut they had were the plain one with no icing/ filling. So I asked why was I not notified? They said they had no way of telling me. I asked how was I able to order on their app if they have literally no donuts except one kind. They said it's the app and none of their problem. Anyway as I was leaving I turned back and asked them to make sure I was not charged for it and they told me oh for that you'd have to go through help call line on your app. I then stood there calling with my phone and after going through a few prompts on the help line for a couple of minutes, I listened to a message that we are closed today and send us an email. I told the front desk guy about the message and he still stood there doing nothing. I then told him that you have got to do something to help me. Then he said let me talk to my manager and came back and said I can refund it to your card. I said why did you not do it before? He said we are not supposed to. Again no apology, nothing! Horrible behavior with the paying customers and don't even have the donuts the...

I go to this branch a lot and 95% my experience has been very bad. It’s either wait is too long coz the staff are just there. No sense of urgency whether there’s a line or not. OR they get my order wrong... I admit once I said 2 for 2 bacon and egg on a croissant and they gave me 1 croissants. No correction or question did you mean from point of sale. Not trying to get free stuff ... I’ll pay for it... now I have to wait in line and put another order and not get the 2 for 5. On top of that the same order forgot to make the strawberry smoothie... waited about 10-15 mins when I finally ask we haven’t gotten our smoothie. Another time around I order 2 for 5 bacon, egg and cheese on a croissant.... repeated multiple times... and got bacon egg and cheese on a bagel. This time around I ordered 2 for 5 bacon egg and cheese on a croissant at 7:12 am didn’t get them until 7:30. They claimed they’ve made it already. I didn’t hear anybody say my number or my order and I was standing where the pick up line is... ihop and Waffle House is faster than this branch. Done with paying for this. rather go to Starbucks or make my own coffee and breakfast at home which is going to be faster than the service at this branch. Don’t really want to go to any Dunkin’ Donuts coz or this piss...