Dunkin' — Restaurant in Maryville

Where do I began! I visited this location a few weeks ago because I travel a few places for work. I ordered through the app. When I arrived at the speaker the person who was taking orders asked me what I was ordering and I proceeded to tell her that I placed a mobile order. She mentions how bad her morning already is in between her asking me again for my order and I tell her that I placed a mobile order. I pull to the window and first I am greeted with donut holes that I did not order and an ice coffee. I tell the woman at drive thru that I did not order that flavor and that I am also missing the rest of my food. She asked me what else I ordered and I proceeded to tell her I had a mobile order and what I had ordered. At this point I’m confused because I had the right ice coffee with my name on the sticker but not my food. She then tells someone who is making the food. When she comes back to the window she hands me my bags. I touched and looked inside the box to ensure I had the correct donut holes. I get to the office to prepare and eat and open my sandwich. It was cold when I asked for it to be toasted, a few pieces of bacon and cheese just looking like a glob in the middle of the sandwich. Mind you that I have ordered this sandwich before at other locations and it’s a really good sandwich…usually! Then I look to get the loaded hash browns and there are about 10 that look burnt on some and they are cold and old with a teaspoon of cheese and a few pieces of crumbled bacon.

I reached out to customer service and then I heard from the Manager Stephanie via email. She asks me again what happened after I left the complaint with customer service. I explained it to her and she apologizes and gives me the option to have them replace my $20.59 order or provide me with a gift card. I said gift card and she emailed me back stating that she would get with me the next day and get it to me when she returned back. Well, I did not hear from her the next day and I emailed her to follow up and still no resolution. She did not keep her word which is very unprofessional.

It is ridiculous that people choose to spend their money with businesses who fail to provide quality products and customer service. It is the paying customer who in returns allows businesses to make money, and for the business to need employees to pay.

I will certainly not be back and I hope someone takes the initiative to do better by customers who choose to come and spend their money at your establishment. I purchased an ice coffee, 10 donut holes, a breakfast sandwich and loaded hash browns which was a total of $20.59. I had every right to be disappointed for the poor customer service, bad food...

The food is always pretty good, drinks I’ve had are good. Here’s my issue I have had since the first time I went in. I have not left this review because I just deal with things and I am the opposite of a germaphobe. I have spoken to a few customers and found out I’m not the only one that thinks this is odd and possibly a big ick for people that are more germ concerned. I believe 100% of the times I have gone inside, there is a a gentleman there and he is a very nice guy. Problem is I don’t know if he is an employee or the owner of the franchise or who he is but he always stands right in front of the pick up counter in everybody’s way. He talks to the girls in the back and then waits in your way for the food and the drinks. When the staff in back is done, it goes from their hands to his hands on the customer side of the counter and then he turns around and hands it to people. Like I said, he is a very nice guy. However, with Covid and flu season and germs and people being more health aware, that’s adding one more person touching your drinks and your food. I’ve watched him grab the top of the coffee cups and the drink cups and then hand them to people. This last visit I saw the look on a gentleman‘s face when he did this, and he was very uncomfortable clearly and then we ended up just chatting outside. I asked him about the look on his face and what he thought. He said he was very uncomfortable with that process where it goes from one hand to another hand and then to the customer. Like I said, I don’t know if he’s an employee or he’s just a guy that’s in there. He’s nice enough, but I don’t think that is hygienic. By the way, he does not wear gloves, and he rests leaning on the counter with his arms which again isn’t hygienic. I hope this helps and I hope the store understands how this would make people feel. I have never seen this in any other Dunkin’ Donuts or any other coffee shop. Typically it goes from the barista hands right to the counter and then nobody else touches it. And if the barista is wearing gloves and the person isn’t wearing gloves, it serves no purpose for the barista to wear gloves. Sorry for the long-winded post, hard to say in less words.

Lastly, I think everyone in there is great, it’s just odd and a...

This is my first time ever leaving a negative review. However, my experience this morning left me with the conclusion that I won't be returning to this Dunkin (though It is the most convenient location for me and I have been a loyal customer for quite some time). I placed an order for an iced vanilla latte on my Dunkin app and picked it up from the drive through, after driving a couple of minutes down the road, I take my first sip and it is extremely bitter with seemingly no sweetener. It was clearly different from what it normally is and though I didn't have a lot of time, I paid $4 for this drink. I turned around and got back in the drive thru line. I very politely apologized (as I am not one to typically complain or send anything back) and just let them know that my drink was very bitter and not as usual. They instructed me to "pull to the window and we'll take a look..." I get to the window and two workers are staring at a screen, one of them says "No I made that drink and it was right". She looks at me and says "I made that drink. It was probably because you asked for less ice, that will make it less sweet". I wanted to say "I always order with less ice..." but I didn't want to argue or cause any issues so i just said "Oh okay". She said "Do you want me to make the next one with more ice?" I said "Sure, that would be great. I'm sorry, Thank you". They quickly make another drink and I am on my way...I taste the drink and it is undrinkable. It is so insanely sweet that she clearly went way over board on the sweetener (whether out of spite or not, I obviously don't know). Truly wonderful customer service should have started with "I am so sorry about that, we will recreate another drink for you and ensure that it is correct before you leave". There shouldn't have been any "I made that drink and know it's right". Now I've wasted more time and have two undrinkable drinks. (Yes I mixed them together when I got home and they were okay after that). I know that this is a long review but I was very displeased with the customer service I experienced. I am a paying, loyal customer (proven by my app orders), and I should be trusted when I POLITELY say that my drink just...