Dunkin' — Restaurant in Morgantown

I have 2 toddlers so I usually go throw drive-thru to make life easier. Bottom line customer service is extremely awful!!!! I ordered their medium promo Ice coffee, LIGHT on ice and 2 donuts for my kiddos. The donuts was old and my coffee was 1/2 way filled. I asked if they could fill it up with milk and I told them I'm willing to pay extra. They all gave me an attitude right away how they couldn't add milk and only ice. I told them that's a lie because the OTHER 2 dunkin donuts in morgantown would gladly add extra milk. They left with my coffee, came back, handed my coffee back to me, slammed the window closed and all the employees disappear super fast. That's when I realize they added extra ice and NOT milk! Then I decided I wanted a refund due to unprofessional customer service. There was no reason for me to be treated that way. I was nice and even offer to pay extra.... oh my story gets better. Of course no one would come back to the drive-thru window when I was honking my horn until I started knocking at the window. A new lady came and I told her I wanted a refund. Then the original employees showed backup and refuse to give me a refund through the drive-thru and how I need to come inside if I wanted a refund. I refuse to move told the lady's there's no reason why they can't give me a refund throw drive-thru. Then they threatened me how their going to call their manager. Still refusing a refund. I even explain how I didn't want to drag my 2 toddlers inside just for a refund that can happen at the drive-thru! I paid CASH there's no reason why my refund can't happen at the drive-thru. So I ended up going inside with my toddlers for a refund. The ladys kept asking for my credit card. I had to tell them 5 different times I paid in cash... receipt even said payment in cash... after I finally gotten my refund. The employee had the nerve to tell me I'm ban and never to come back. Lmao I told her your not a manager to be able to ban anyone. Your trying to ban me for asking extra milk, willing to pay extra and then ask for a refund due to your unprofessionalism. Ya, that's a good...

To whom it may concern:

I would like to make a helpful suggestion for a future update to your mobile ordering app due to a situation that occurred to me on Oct 19 at store 1900 Earl L Core Rd, Morgantown WV 26508. (Order #319) for $5.33. According to your advertisement: “With On-the-Go Ordering, all users of the Dunkin’ Mobile App can simply tap to order ahead, then quickly pick up their items in-store, at the drive-thru or curbside.” I would like to speak to the word “quickly” in your advertisement. On the early morning of the 19th, I was on the way to the airport and placed my order for coffee and iced tea ahead of time (3 miles out) for walk in pick up because my time was short. When I arrived, the lobby door was closed due to construction and the line for drive up was about 14 cars long. There was no other option for quick pick up. I got into line as car #15 and waited a total of 8 min and moved a full 3 car lengths. Due to the short amount of time, I had and no other option for pickup I left the line and left my order so I could make my flight.

My suggestion: I understand that slow service due to construction or lobby closures is out of Dunkin’s control. But I am wondering if that information can be put into the app. So, as an example, if the store I am trying to place a mobile order for “quick” pick up from had an alert message stating; for example, “store construction could affect service times.” That would be very helpful for those of us who are pressed for time. I could have picked another store.

In my opinion, it makes no sense to have an on-the-go mobile “quick” pickup service at a Dunkin that only has a drive-up option. To me its false advertisement because nothing about it is quick. In my situation, they would have made my coffee to sit while I am in line behind 14 cars, who are ordering from the drive-up menu display. I understand that situations occur that can slow service such as construction, but perhaps either shut down mobile service until its resolved or have a way to alert the customer of possible long wait...

my wife and i went in there and ordered on the kiosk, it said they had the cereal milk so we both added that to our drinks which costs extra. we paid and sat down at a table, about 5 minutes after one of the workers called us up and said they didn’t have the cereal milk and asked what we wanted instead, i wanted cream and sugar with pumpkin in my coffee and my wife just wanted milk in hers and she made it seem like a big deal and that it was our fault that we had to change the order, she started whispering to one of the other workers there and we went and sat back down. after about another 5-10 minutes one of the other workers looks at us and rolls her eyes and says “well what are you waiting for” and i looked at her and said “ well still haven’t gotten anything from our order” and she asked for the name on our order and went back to making it. another worker yelled and said she didn’t have any plain bagels left for my wife’s sandwich after 15-20 minutes of us being there. we finally got out order and my avocado toast was flipped over in a small bag and it was burnt, my wife’s bagel was extremely burnt and i didn’t get cream, sugar, or pumpkin in my coffee, they just added milk to both our drinks and we never got refunded for the special add ins we previously paid for in both our drinks and never got. all around a horrible experience and will never...