Dunkin' — Restaurant in Mobile

Unprofessional staff overshadowed a kind manager

This was my first visit to Dunkin’ Donuts. I ordered the $6 breakfast meal deal (iced coffee with almond milk and butter pecan, bacon egg & cheese sandwich, and hash browns). The coffee was fine, but the food was disappointing—cold hash browns, a sandwich in a wrinkled wrapper, and a bag with green residue on it, though I hadn’t ordered anything with guacamole.

I returned to the drive-thru to ask for a remake, but the employees seemed frustrated, and multiple staff members stared out at me while I waited, which felt uncomfortable. I eventually left, but later the manager, Christine (or Christy), kindly called me and encouraged me to return so my first experience wouldn’t end badly. She was professional and truly the only bright spot of the visit.

Unfortunately, the in-store environment was worse—employees were joking with profanity, ignoring customers, and a man (possibly an employee out of uniform) was loudly carrying on at the counter. When I finally received the remake, the English muffin sandwich was no better. It appeared to have been microwaved inside the same balled-up wrapper, with the bacon and egg from the first sandwich reused. The muffin wasn’t toasted, and the sandwich was stuck to the paper. By then, I had no intention of eating it—I only wanted to see if the second attempt would be redeeming, but it wasn’t.

Bottom line: The manager cared and tried to make it right, but the staff and overall environment were unprofessional and unwelcoming. Sadly, I won’t be returning to Dunkin Donuts. I'll stick my regular local...

If I could give 0 stars I would. It was the worst experience I've had at Dunkin'. Waited over 5 minutes to even place my order once I was at the ordering screen. I ordered an iced coffee, sausage croissant, and hash browns. They were out of croissants, so I got the bagel. Got to the window, paid, get my food with no receipt. Drive off to realize once I looked that my sandwich was cold. Cheese wasn't even melted, and no hash browns or cream cheese. Turn around and go back, and go inside. Their was 3 employees. I say what was wrong and the one male said so it was right sarcastically meaning nothing was wrong with my order. I said no a cold sandwich and no hash browns is not right. All 3 employees say we are out of hash browns. I said I wasn't told that when my order was repeated back to me. All 3 was rude. The female rudely said what do you want me to do make you another one. I said no, because at this point no croissants, or hash browns, cold food, and the rude service, I just would like a refund. The female rolled her eyes and then tossed it in the trash. The whole experience was horrible. I even still had words with her while getting my refund for the sandwich. Customer service definitely wasn't shown. Will not return to this location. In my opinion need a whole new staff trained in customer service skills. Also should make sure sure you have all food items that are on the menu, served hot at 10 in the morning on Sunday. Will be reaching out to store manager and corporate, but after reading all the other reviews not sure it will...

When there was a location off Airport near Downtowner Blvd West, we went just about every morning. The staff was friendly and efficient and they knew us after a short time. The new location on University, however, has made us feel unequivocally like they would rather us not be there, rolled their eyes and acted inconvenienced that we tried to pay for a $30 order with a $50 bill, and were clearly irritated when I wanted to order a third coffee after they assumed I was done with my order (they didn't ask). I gladly spent $20-$30 a day at the last location; I will never go to this one again. Regarding the $50 bill incident, I asked the cashier at the window if she was mad at me or the "policy" of not accepting large bills and she said she wasn't mad, that was just her face. She never once looked at me while we were at the window, and it certainly wasn't just her face that was rude. Further, the manager stepped in unasked to defend the employee's rude behavior, stating, "That's just the way she is." I find it fairly obvious that the rude employee is not the only problem when the manager admits she knows the girl is rude, but put her there anyway to be the face that all of the drive through customers see at the window. Such a shame that this franchise went so far downhill so quickly with just a location...