Dunkin' — Restaurant in Mesa

When I picked up the drink I had ordered via the mobile app today, I was given the incorrect drink. Unfortunately, I did not realize it until I already had drunk about half of it and was already home. I understand that mistakes happen every once in a while but honestly, it seems like a mistake is made about 50% of the time when I order a drink from Dunkin. In fact, I simply stopped going to Dunkin for over a year because I couldn’t trust that what I would order would be what I would get, and as a mom of two small children and expecting a third, it’s a real pain in the butt to have to either go through the drive-through line again or go in the store to get my order corrected. And I’m not talking about simple mistakes like perhaps wrong size or wrong milk, I’m talking like literally forgetting to put espresso or coffee in the drink. I chose to try out Dunkin again because it was my birthday and I had a free drink and I live now in a different area and thought perhaps this Dunkin location would be better. However, lo and behold, today I got a drink that was not at all what I ordered but similar enough that I did not notice the difference. The biggest issue is that I am pregnant and I ordered a decaf and I received a cold brew instead. Now, that’s not the end of the world, but as someone who’s already sensitive to caffeine prior to pregnancy , it’s really not optimal for me. The mistake also should’ve been caught when the confused girl gave me my drink without the donut holes that I ordered. She then went and looked at her order screen and should have realized that she gave me the wrong drink or at least questioned what she had given me. There are a lot of people who can’t have caffeine or dairy for health reasons, I ordered my drink decaf with oat milk and what I got was cold brew with cream. Fortunately, I’m only sensitive and not allergic to dairy. A lot of this could be solved it seems to me by training your employees to repeat back the order they are given or verify a mobile order at the window. If they are trained to do this, it’s not sticking, because I think there’s only been one or two instances where I’ve actually gotten my order repeated back to me. I’m not a huge fan of Starbucks but I will choose to go there over you guys because the customer service is generally so, so much better. They at least manage repeat the order or have it up on a screen.

It really stinks that the service is so bad because I have a Dunkin’ near my home and would love to have a nearby choice other...

I really enjoy Dunkin’ but this particular location gives the entire brand a bad name. I only visit this location when I am visiting from out of state because it’s near my in-laws home. I have ordered from this particular location about 6 times. Every single time I have ordered through the drive-thru, and every single time, they have gotten my order wrong. My hope that they will get better at customer service is the reason I keep returning. During my last experience at this location I ordered the avocado toast with bacon (which costs extra). They made us pull into a spot because it was going to take a few minutes until it was ready. We waited in that spot for 15 minutes before they brought my toast out. As we drove away I opened the box to eat my toast and realized that they didn’t put the bacon on. We parked and I went into the restaurant to get a refund because I realized that I had simply had enough of the messed up orders. I waited in line for 20 minutes (two people ahead of me) and when it was finally my turn I explained to the cashier that I just wanted my money back. He looked confused and unsure of how to proceed. The manager stepped in and so I explained the same thing to her. She became irate, grabbed my box of toast, opened it, then pushed it back to me and said that it was “only missing the bacon”. I explained that I always have issues at this location and she responded with “then go somewhere else!” I was very calm as I explained why I wanted a refund and so I was shocked that I was receiving hostility in return. She angrily rang up the return and put the money back on my card. As I walked away to leave the store, the manager loudly said to the original cashier “I hate people like that, and dont worry about people like that”. I was kinda upset because all I wanted was good customer service and instead I got bad customer service, attitude, and blamed for being a person “like that”.

Initially, when I went through the drive-thru they did not give me a receipt. In fact they have never given me a receipt anytime I’ve been there. Therefore it wasn’t until I got back in my car that I realized she didn’t refund me for the full amount. I was too upset to go back in and I decided after that incident that I wouldn’t be going to Dunkin’ anymore. That one manager ruined the entire...

I really do not like giving bad reviews. Everyone is out there working hard and trying to make a go of things. I usually only give positive reviews to help out those who have been exceptional. But today was a little different because we really just wanted a standard transaction. Not asking for anything above that.

Honestly I wish I could give them 0 stars. We ordered online the day before for pick up today. Not a big order, just a dozen. Today is my daughter’s birthday and wanted to get her favorite donuts for her birthday. My wife went to pick them up and the lady working was so rude. She said, “yeah we don’t have your order. We don’t have your donuts”. No apology and no customer service to make the situation right. So my wife had to pick donuts that my daughter doesn’t like for her birthday. What a joke!!! Awful customer service! Oh yeah, my wife even had to ask for a dozen different donuts that we had already paid for. If she wouldn’t have asked, I think they would have let her walk out paying for donuts and not receiving anything. And the donuts we settled for look old and crusty. I’m sorry I just can not believe that this type of service exists. I get mistakes are made. Nobody is perfect. Inevitably in life and business things like this arise, but to not try to rectify it or even apologize is beyond me. There are so many better donuts places out there. Please go to Bosas Donuts, 19th Donut Hole, or Krispy Kreme for your donuts. Plenty of other coffee places too. So disappointed on my daughter’s birthday.

New edit- I am returning here because I received a response from Dunkin as you can see with their response. The link they sent is a dead end. They have no interest in rectifying the situation. This was just a response for optics on their end like they are trying to make things right. Which is more infuriating. I hate having to write bad reviews. I wish it...