Dunkin' — Restaurant in Mesa

Where do I even begin. I have been coming to this DD for a long time. Service used to be great. We're in Nov 2021 and the last several months this place has gone downhill FAST.

I used to mobile order, then go pick up in store - as that was (and seemed) easier for them to handle. Then, they closed the lobby, and thus mobile ordering was closed for pick up in store. So I mobile ordered and sat in a very, very long line waiting (sometimes) upwards of 45 minutes to pick up. Now recently, they closed the lobby AND closed mobile ordering - leaving the madness to strictly the drive through. What a MESS the drive through is.

Their posted store hours on their drive through window are hardly what they are in real life - I have gone at 5:30 a.m. and found that they can't/won't open due to short staff, or inability of their employees to show up. I have come back at 8, and waited until 8:55 in line to get my order.... I have seen the massive line trail out to the street (we're talking 20+ cars) and decided to come back at a more reasonable time (10:30/11 a.m.) but even THEN the line is massive. It's downright ridiculous at this point!

I went through the line today and asked to do two separate orders to have the employee tell me (rudely) that they won't do that because they are short on staff. How much longer are you going to tell your customers that you can't fulfill their orders because your store owner can't hire sufficient employees? There are PLENTY of people willing and able to work right now in 2021 -- how can you continue to be short staffed when every other business around you is making things happen and rolling people through their drive through efficiently (aka Dutch Bros, Starbucks, Salad and Go... the list goes on!)

The attitude of the employees working is horrendous - I am a very very patient person, but there comes a point where I just can't handle the attitude. Don't want to work? Then quit -- but someone needs to teach these folks (kids? Young adults?) how to approach a job with a real, willing to work attitude.

Instead of saying "I don't know why people come here after work, why don't they just go home!" they should be thankful they even have customers willing to put up with the ridiculous attitude, work ethic and lack of customer service enough to continue to come back. It takes a LOT for me to even want to sit in this line every day -- at this point, after today, I'm done. The only employee who should be commended is Xander -- the others should be cut, and a new batch of employees hired and trained. The manager needs to go, and whoever is the store owner/Franchisee should go back and re-think his/her ability to successfully run a store. The store owner should be embarrassed that they can't even run a store that had to close the lobby, mobile ordering and can't even pass through customers efficiently.

If you are considering going to this DD, I highly suggest giving your business elsewhere - Starbucks, Salad and Go, Dutch, Black Rock -- or simply drive to McKellips & Power to the Dunkin Donuts up there because they are highly efficient, highly personable, and have all around GREAT customer service. This location on Crismon is a very poor excuse for what (could be) a successful location with the potential for a massive amount...

SLOW service. Today I went there and the line was out to the street so I decided to go inside. There were only 3 people in front of me (one of them in the middle of ordering). They don’t care about the customers in the store. Their priority is drive through and online orders. They had 4-5 people working drive through and one person working the store and online orders. They would stop serving people in the store to work on the online orders. I waited 20 minutes and only two people in front of me had been served. There was still one person in front of me and they told them just a minute and proceeded to work on online orders for over 5 minutes.

In the meantime another employee walked up to a customer behind me and purposely spilled water on her and started laughing. The customer looked confused and so did her friend. The employee said “Sorry, I couldn’t pass up the opportunity.” Friend asked the customer if she knew employee. Customer said she had no idea who she was and customer was clearly upset. Employee mentioned they were in a class together. Employee laughing saw the upset and confused face of customer so she quickly scurried away back to work. Now there was a large puddle of water on the floor in the line that anyone waiting could easily slip and fall on.

I was going to talk to staff about all this when I got up to the front, but there seemed to be no end to waiting as the last person in front of me was still waiting to order…they were still helping the online...

My mother is a regular at this location and the employees recognize her every day she comes in. Today though, was a different story. We stopped in for her usual order and some donuts. After waiting in line for 30 minutes, we finally received our order through the drive thru. A few minutes down the road, she took a sip of her coffee and it was not made as she ordered; to the point where she could not drink it. We finally made it home and when we opened the donuts, the entire dozen was not what we ordered. We attempted to call the store but there was no answer. So we head back down to the store to get our order corrected; we had to cross our fingers as we never even received our receipt. The store was still really busy, and we went straight to the counter where we were ignored by everyone for several minutes. One employee recognized my mom and corrected her drink order. Then as our donut order was being corrected, the employees discovered that they were now all out of the donuts we had ordered; so we had to take half a dozen donuts that we didn't want. I understand being busy but I'm completely disappointed at the service and nonchalance regarding our entire order being messed up in addition to being ignored by all team members. I personally will not be going back to this location and will stick with my more expensive Starbucks where I can ensure my order is correct and be treated well in the event...