Dunkin' — Restaurant in Matthews

I choose this location because it is very convenient, as I live in a neighborhood directly across the street. I must say the customer service, for the most part, leaves something to be desired. It’s very inconsistent….some days polite and courteous and efficient, some days quite the opposite. Today I was waiting for a good while for a mobile order. No one acknowledged me until after about a good 5-10 minutes. I was told that they were out of a flavor that I wanted in my coffee. I then told her what I wanted instead, and mentioned that no one said anything to me (as it was pretty clear I had been waiting for a while). Then, a young lady making the coffees was quick to mouth off to me stating “well you never said anything to us, and how are we supposed to know anything if you don’t say anything”? I then replied that I was going to mention my order to her when she finished preparing the 3 coffees that were in front of her! I have had this treatment before at this location and it worries me that some of these employees know NOTHING about customer service!! I understand they get VERY busy in the mornings, but being rude to customers does not help the situation at all. If a manager happens to read this, I think some instruction in providing great customer service, across the...

I placed a mobile order through the Dunkin’ app 24 hours in advance for two boxes of hot chocolate, scheduled for pick-up at 7:30 AM for my son’s class Christmas party. When I arrived at 7:25, the order was not in the mobile order area, so I waited in line to inform the staff. What I assume was the shift manager was already yelling at another customer who had placed a mobile order for 3 dozen donuts, scolding him for not calling ahead and claiming they needed more notice. Her tone was rude and unprofessional, creating an uncomfortable atmosphere for everyone waiting.

When it was my turn, I explained I was there to pick up my hot chocolate, only to be met with the same rudeness. She loudly told me it would take at least 20 minutes and criticized me for not calling ahead, even though I had tried multiple times the week before but couldn’t reach anyone because their voicemail wasn’t set up. Despite placing my order 24 hours in advance, she dismissed it as irrelevant, saying they only get notifications when the order is due. Her unprofessionalism, coupled with her disrespect toward customers and staff, made this a frustrating experience. I will not return to this location and hope Dunkin’ addresses such...

This place literally has zombies working there. The staff look like they rolled out of bed and haven’t bathed for a week or combed their hair for a month. The seem to be more interested in themselves then serving customers. Also the employees are parking their cars all backed in the very front of the parking lot thus taking all the customers parking spaces up front. Employees should park their car in the back of parking lot. We already have people having to give up 2 spaces for uber eats or mobile delivery order people and fighting for a parking space of 8 spaces. Only to have some 18 year old smoker kid taking up one or two of the remaining spaces with his mother’s Cadillac backed in. Wearing hoodies over their heads while working is another deal breaker. I don’t know if the guy works there is in there robbing the store. But I blame all of this on the management who is clearly not checking in or watching his staff which tells me food quality control is also probably a nightmare. I would try a different place. I yearn for the days of no franchises and a business owner who cared about his customers who made fresh...