Dunkin' — Restaurant in New Britain

I really like the people at this location and I feel so bad saying anything negative but.. I go there every day and ask for my coffee "light with sugar" and my coffee is rarely made that way. I always stop at my moms house and put more cream in it. Sometimes I'll also get a bagel with cream cheese and today, there was almost no cream cheese on my bagel. It also seems like the wait time is getting much longer especially if you order inside. I was there a few days ago and ordered my usual coffee and another for my mom. My order was a "medium coconut light with sugar". For my mom I ordered a medium coconut black with cream on the side. They were both supposed to be hot coffee and I was even asked if it was "hot or iced". I said "hot please" and the person taking my order repeated it to me. I got two medium iced coffees. I really like the people at this location. They're very nice, respectful, and courteous, which is why I go there every day but it seems like they're not really paying attention to what I'm ordering. In their defense, they're all very young and probably don't drink coffee so I guess they wouldn't know how to make it. Also, there are a lot of new employees there so they're probably still learning. I honestly feel really bad saying this because the employees are really...

I have given this Dunkin several chances and I have had to go back several times from drive thru orders. What is happening with good old fashioned customer care? most Consumers these days put up with anything for convenience and quick service and businesses are making a killing for the same cost or higher for less of everything especially customer service. Without the consumer these business will not survive. Again today there were issues with order. There is obviously no one doing quality control in regard to what the employees are doing. The girl who took order for drive thru...very pleasant and whoever made my drink (on point) are the only reason they got 2 stars. The guy at window of drive thru was miserable, mumbled at the window, barely interacted and didn't even check the bag. When I went back, owner or manager at a table, manager behind the counter and neither got involved although there was obviously a problem with the order and a bunch of kids were dealing with it, shameful. Check, check and double check your orders or be ready for incomplete or...

I go here often only because its close, today like usual, i placed my order for 2 butter pecan hot coffees and 2 plain bagels with extra strawberry cream cheese. I got 2 reg hot coffees with 2 plain bagels with regular cream cheese (not even extra like i asked) and the cream cheese was BAD. Gritty,wierd taste...just bad. After working a long hard day on sunday, all i wanted was the correct coffee and an edible bagel. Is that too much to ask for? After all that is what they are known for....coffee n breakfast.Very rarely do i get a 100% correct order. I just am too damn tired to complain. I guess the old saying is true... you get f*ed in the drivethrough.

Also fwiw, in the past 6 yrs i have gone to dd at least once a day for coffee... spent thousands of dollars at the other ones i frequent. As a loyal customer, i am appalled at the quality of service received at this dd on w main street in new britain ct. They will not get another dime from me at this location, enough is enough. Get it together @ this location and i may change my mind. Unlikely...