Dunkin' — Restaurant in New Bern

I will describe three separate experience each on a different day:

1. Ordered at drive thru, when I reached the window I was asked to "pull forward" after paying. There was NO ONE behind me while I was there, not when I ordered and not while I waited. the drive thru connects to the road so customers can easily drive away when done. This Dunkin' does not have a back door meant for running food outside it appears. I pulled to the door they must use to take trash out, because it is the only door before you enter the road. Nothing happens for almost eight minutes! I reverse because No One has gotten in line behind me (the inside was vacant as well). At the window again a poor explanation is provided that when they asked me to "pull forward" what was meant is that they wanted me to enter the road, circle the building to come back to their shared parking lot, and wait at front door for someone to come out. I had ordered two lattes... They can't prepare two lattes while someone waits at the window and no one is in line!

2. Ordered inside, late night not busy, about two hours til close. Waited for around five minutes before a woman with ear buds in (not just the drive thru head set. Actual music ear buds, plugged into her phone hanging out her back pocket) and chewing gum came by to take my order. It's not that she didn't see me, she just seemed to want to finish what she was doing first. I asked for a latte and a macchiato, both with the same flavor and both iced, both distinctly different drinks at different prices. After taking my order she took an order from the drive thru. She filled the drive thru order first. When she got around to making my drinks she made them the same, identical lattes; no macchiato... They don't know how to prepare the drinks they serve! I did not feel like wasting another almost half an hour to explaining the difference and get the right drinks, so I took what was offered and left.

3. Ordered inside, before lunch one couple ahead of me, wanted an espresso drink. I'm not here to criticize other customers but, in order to set the scene, one of them did not know what they wanted or the menu to well. Didn't bother me, I don't mind waiting for something I want. After a few minutes the first person made a decision on a non-espresso drink. The second decided on an espresso drink shortly after. The person taking the order, who had helped the first person make a decision for over a few minutes, NOW says "our espresso machine isn't working so I can't make espresso drinks..." They aren't able to hang a sign that says "espresso machine not working" to let everyone know before standing in line for ten minutes! I left and went to the Dunkin' on Neuse Blvd. where they do a much better job at both customer service and food preparation.

I have given this location many opportunities to try again. If you want great Dunkin's products don't go here; spend the extra five minutes and go to the Neuse Blvd. Dunkin'. Neuse Blvd. actually cares and knows what...

Management, listen up before you kill your businsess. I've suggested, complained, whatever you want to call it, to the store manager before. Apparently it goes on deaf ears. Look at the way they served the Boston cream donuts from this shop on Glenburnie Rd. Does it look like I can get it out of the bag easily? And your donuts were cold at 7:30 a.m.! I guess you refrigerate leftovers instead of donating to food banks, shelters and nursing homes.

I know these are independently owned stores and probably somewhat compete with each store, but I'll tell you what with two other Dunkin Donuts in town, Neuse Blvd and Hwy 70 James City, I'm not going to give the Glenburnie Road Dunkin Donuts my business anymore when management does not listen. The other shops put the Donuts neatly in a paper bag with one sheet of wax paper. Listen up because I give up!

11/21/18: Well, I figured you would get a second chance at your Glenburnie location and you failed again management. I bet this time you are going to blame it on technology, not your staff.

Well, I ordered a simple mobile order (medium pumpkin with pumpkin swirl (no cream) and a maple frosted donut. I ordered it about 15 minutes in advance. Well, I chose walk-in instead of drive (I don't mind the extra steps). I arrive and there are approximately 6 staff, 4 people in line inside and about 4 cars in drive through. One person waiting for a order besides me. A few minutes go by and no interaction from anyone. A staff person places what appears to be a medium coffee on the counter in the pickup counter vicinity when another lady from outside walks in. She said, "is this the REST of my mobile order?" I am thinking, THE REST? I guess the order was messed up. Not a surprise given the experiences with this place. After about 5 minutes of me standing there, FINALLY a lady asked me what I am waiting for. I said my mobile order. She said she didn't have one. So, I go out and get my phone, show her the order number, but she is already making my order. Well, if she didn't have the order, how the heck did she know what I ordered and was already getting it ready. Her excuse, they were "coming today" to fix it. Incredible! Own up to your mistake. We are human. Don't blame on technology. Blame it on human error. Good luck to your continued failing efforts. Fooled twice. Never...

I have never written a review and don't like to bash a business but with the amount of times I've ordered here and put up with pretty terrible and inconsistent results something has to be said... This Dunkin is close to work so for convenience I've ordered from here many of times. However, I have never ordered from somewhere more in my life and been told they can't make what I ordered because they are out of something. Its almost comical when my husband and I go to order at this point to find out what they dont have this time... The most frustrating part is the amount of times I order on the app and show up only to be told they are out of something needed to make my order. I've lost so much money from this as i continuously pay for an item I wanted and have to downgrade with no refund. Today for example I ordered 2 egg sandwiches. Was told they were out of egg so I asked for avocado toast only to be told they also didn't have sourdough. If i order a speciality donut they may not have it then i pay for one only to be given a classic donut which costs less. These are just a couple examples with plenty more we have experienced. Not sure who is doing the ordering but this has been going on for well over a year at this point. My husband and I both have been in charge of product ordering at work and this is completely unacceptable. I would have a hard time believing this is a warehouse issue considering the fact the Dunkin down the street will have the items Glenburnie does not. I wont forget the time the fall items dropped and you couldn't get a simple iced coffee for a week because they didn't have pumpkin syrup.... Both of the other New Bern locations did though so not sure how you could drop the ball on your busiest launch of the season... It's just a shame that whoever is in charge of this location and and higher ups are not taking action to improve the customers experience when its so clearly been expressed through the reviews I'm seeing for quite...