Dunkin' — Restaurant in Muscle Shoals

This location just opened yesterday and I was really excited about having a Dunkin' Donuts nearby. I didn't realize this location closed at 10pm so I got here fairly close to closing time. We decided to just order a couple of drinks through the drive thru: a Large Hot Chocolate and a Small Frozen Chocolate with added Winter White Chocolate flavor.

The Hot Chocolate was rang in just fine and the lady remained polite while asking me to repeat my drink several times and then trying to get someone to help her ring in the Frozen Chocolate that she had seemingly never heard of. After ringing in about five different drinks and asking if I wanted my frozen drink iced, they rang in something that seemed similar and we pulled to the window to pay.

At the window, the lady let us know our total would be $15.xx, which we corrected should be $6.xx for the two drinks. They handed us our Large Hot Chocolate and a receipt, which is where I later noticed they charged us $3.99 instead of the $2.99 menu price for the small drink. They then handed us a small drink and the window automatically closed as they turned and walked away.

The small drink ended up being a Small Latte with White Chocolate flavor....... NOT frozen in any way. Pushing aside the Large Hot Chocolate not being filled (defeating the purpose of ordering a large over a medium), if I had wanted or even ordered a coffee then this would have been a great iced coffee, but all I wanted was a Frozen Chocolate with extra chocolate flavor and no coffee taste whatsoever...

As stated before, I realize this location has only been open two full days, but it isn't like businesses just hire people the day of opening with no prior knowledge of their menu or POS nor would they leave someone with no experience to take orders by themselves. I've not called and spoken to management yet as they closed soon after handing me the second drink.

To get a Frozen Chocolate confused with an Iced Coffee really disappoints me, but what might keep me from going back will be being overcharged for an order they didn't even get close to right. I know coming about 20 minutes until close and ordering two drinks can be annoying, but when I managed a fast food restaurant, it didn't matter how close to closing time someone came, we were still open until that time and they still received full service and portions without feeling rushed. Closing times for us were when the store closed and ceased to take orders, not when the staff left.

Edit I have since called and the District Manager happened to be working and said that she was there throughout the weekend to better train everyone and even offered to take care of my drink the next time we came by. I appreciate the way she expressed concern for our issue and the effort she went through to fix it (added a 🌟 to...

Amazing, spectacular and wonderful! They are so much less expensive that the 'star' place. My large was larger than a venti. It was late & they were out of the specific donut we wanted so the manager gave us 6 free random. We only ordered 1. Now I know a few flavors that are excellent. I highly recommended the lemon cake glazed. I don't know its real name. My frappuccino (their version not sure of name) was $3.59 & about 30% larger than their competitor. I can get a medium next time! I'm not kidding. I love the star place & even get a $100 gift card there for Christmas. This year I'm asking for a Dunkin card. The inside was imaculate. You are greeted at the door with someone who has 2 types of sanitizer. You are offered a mask for to go orders or for when you finish eating. I heard a timer that goes off every 20 mins. Its a timer to clean the restrooms & can ONLY be reset inside the restroom. The place had the aroma of roasted coffee beans. The menu is simple to read but massive. No rushing just bright eyes and you can hear ther smile through their voices. ESPECIALLY the female manager or supervisor. It was late but everything was fresh. I used the restroom inside for the 1st time since last March. A can of Lysol sits on the counter. We were not familiar with the menu so we had to embarrassingly ask what we should get to mimic the frappucino from the Star place. They were extremely friendly about that and they did us right. My wife and I are ecstatic about having a Dunkin here in our area. Its in Muscle Shoals but hope to get one in Florence soon... hopefully close to the new hospital. BTW, they have food too! 6 STARS! 🌟 🌟 🌟 🌟 🌟 🌟 P.S SORRY for typos I'm using...

I have frequented this establishment for at least 3 x a week for 9 months now. I usually order an iced caramel latte but replace the milk with cream, it makes it sweeter (I know it’s not a latte but it’s the best way to explain my order so people understand it; iced espresso with cream and caramel gets too confusing). My order is usually $8.48per day I go. Up until a month ago I had no issues with my order until today I was told my order was not possible because of the cream. As someone who loves coffee and knows how to make various kinds and as someone who cannot understand why a simple substitution cannot be made even at an upcharge the employees reasoning for denying my order was baffling. The employee then apparently assumed I did not know what a traditional latte was and proceeded to give a show and tell of what cream vs milk looks like in a plastic cup at the drive thru window while at least 5 employees just watched her as if I didn’t already know how much milk and/or cream fills up a medium cup. I felt a little sense of belittlement during this interaction as I can tell you the primary differences between the milk and cream just in case you were curious. I then waited and received an incorrect order after being belittled in front of an audience because there’s apparently a cream limit but not milk. After frequent bouts of slow service and numerous messed up orders, this awful experience was my final straw. Dunkin of Muscle Shoals just lost my average...