Dunkin' — Restaurant in New Britain

I live close to this Dunkin otherwise I would not go in . They always take a long time and most likely run out of things. My recent visit around 2:00pm on Sunday was a rude experience. Any other Dunkin you go in and they tell you when it’s okay to swipe your debit or ask you your form of payment. I order and the girl there takes my order and starts getting my stuff. And just leaves me standing there so I didn’t know if she was ready for payment. Another girl comes from the back and says “the machine to swipe is here” im sitting down with my son. I lost my eyes glasses that help my vision so my vision is not that good. A couple of minutes past there is other people there waiting for their stuff standing in the pick up order. I didn’t want to block the door way because the door is right in front of where you pick up. So I didn’t want to be in the way so I sit with my son thinking they would say “bacon egg and cheese” when they were done like many Dunkin’ Donuts I go to . I get up to see if my sandwich is there im looking for it squinting trying to see if it’s there,They see me searching but don’t say anything to me, like “your sandwich is there to the side” or “are you looking for the bacon egg and cheese” so I don’t see it I go to sit back down with my son wait couple more minutes. I go to the register and tell the man hey I been waiting for the sandwich I ordered he and the girl that just left me at the Register earlier are standing there and he tells me oh its there at pick up. I told him oh nobody told me anything with no attitude or anything him and the girl both start glaring at me with an attitude . At this point I don’t care I just go to the pick up order it was all the way on the side on shelf thingy. I was able to get closer to the counter now that there wasn’t people standing there and I could see better. I walk past the guy and girl on the register and the girl and him are glaring at me like I murder they’re family member or something , especially the bigger girl that took my order and just left me there.I looked away and ignored them and ate my cold sandwich because I wasn’t bout to hand people who just looked at me like that my food. I understand sometimes customers are not nice or maybe you dont like your job. But I showed nothing but respect and didn’t get it back. If you work with the public and are cashier at a fast food place. Basic communication skills are needed . I gave this location many chances but the people here really treat you like you are bother. That’s why the location in The new brite plaza is better they are always nice...

Went to Dunkin this morning because it’s the closest one to my house and on the way to my job. Ordered a macchiato and a donut, waited in line for 15 minutes for my macchiato when the store was close to empty because the workers needed to fulfill the walk in orders first. I asked the female employee making coffees how long for my macchiato as she was making beverage after beverage for people who weren’t even in the store yet. Her reply was extremely rude in tone, she stated “I have to go in order” so I asked how is that in order if I’ve paid for my order and have been standing here for over ten minutes as were other customers patiently waiting. She proceeded to state that she was not “about to do this with me” I then said to her I was simply asking a question and from there her attitude got worse. I stated if you can’t handle speaking to customers maybe you should get a job that doesn’t have to do with speaking to people then proceeded to ask the cashier for a number to speak to a manager or general manager they both stated there isn’t a number and the girl at the register said “ don’t come over here with that attitude I know you not talking to me”, I then said to her, “ you sat there and watched your coworker get disrespectful and deny me your managers number but want to deny my a number to speak to someone in charge?” I then walked out and called HR. This location needs to be shut down permanently. They hire students who really don’t care about customer service let alone answering customers questions without attitude. That being said although this was one of my favorite locations I won’t be returning here again. These employees need an actual adult manager to babysit them because they don’t...

I also found great resources while drinking coffe their When your customer-facing crew is required to serve only fresh-brewed coffee — discarding any that has sat on the burner for 18 minutes, you’d better be backing that up with a production process that focuses on quality, consistency, and freshness all the way to the tree.

That is exactly what Dunkin’ Brands, parent company of Dunkin’ Donuts, requires of its employees and partners: from the Dunkin’ Donuts shops, where coffee has become a significant part of the business, to the roasting facilities, and the Central and South American suppliers. Dunkin’ does not own any of the facilities that manufacture its coffee. But, said Hélène Marsot, Dunkin’ Brands senior manager of quality assurance for coffee and beverages, “We own the specifications. We own the quality program.”

It is a quality program that is very defined, extensive, and unique. “After 40 years in the business, I can tell you there is no one else that does the Dunkin’ program,” said Charlie Cortellini. Cortellini is vice president of research and development for Massimo Zanetti Beverage USA (MZB), whose Moonachie, N.J., plant roasts and packages Dunkin’ coffees.

It is precisely because Dunkin’ doesn’t own the facilities that the specificity of the program is critical. “We approve the process, but we are not on the production line, so we have to be very clear in our expectations,” Marsot said. “If you don’t make it clear; if you’re not signing a contract, you can’t tell them they’re not doing it (right).” And those specified processes go all the way back to the tree, with control points and verification points...