Dunkin' — Restaurant in New Brunswick

They're friendly, which is why I gave an extra star; however, the experience there isn't very consistent -- sometimes things come out well and, at other times, not so much.

The last time, the hot chocolate, with shots of toasted almond and coconut, that I'd ordered tasted super watery. I had to double back to Dunkin' because this tasted, not like hot chocolate, but like water with a hint of chocolate milk mixed in (yes, tasted as unappetizing as it sounds). Was told this is how it comes out of the machine and that there was nothing they could do.

They did refund me the money for that part of the order, but I'd really been looking forward to my hot chocolate with shots of almond and coconut. The inconvenience of having to go back after having to eat my breakfast dry also didn't help (had been fasting, in order to get blood work done, and was really needing to eat, which added to the frustration).

The attendant was understanding and said I could call the customer service number posted up at the store.

Thank goodness, though, I thought to check at another Dunkin' because I refused to think that this was as good as it gets now (I know it's COVID times and things aren't the same, but this was ridiculously below any acceptable standard).

At the other Dunkin' they explained that, if the hot chocolate machine doesn't have enough of the powder that's used to make the hot chocolate, it'll come out watery, but they don't have a way of knowing it's low on powder until after it's poured, which is why they need to keep an eye on the machine, to keep it topped off with this powder.

If I hadn't asked about this at the other Dunkin' (or, barring that, called the customer service number, where they would've explained this, hopefully, but which not a lot of people have/make the time to do), I'd never have ordered hot chocolate from Dunkin' again.

To me, this points to a lack of adequate training and/or periodic re-training, because the attendant at this first Dunkin' seemed to genuinely not know about this powder issue.

If nothing else, maybe training the employees to point one to a manager in these type of cases would've helped -- hopefully, one who would've also known about this amazing powder that could've made my hot chocolate all delicious again -- rather than letting a customer walk away thinking this is just "how things are" now.

Thankfully, in the end, disaster was still averted 😉

Once again, there's hope for delicious hot chocolate from...

I typically go here now to get my Dunkin fix. I switched during the pandemic, because the other on Hamilton kept giving my cheese & bread which I'm allergic to, or changing my order. I also stated going here because the manager from the New Brunswick train station was also the manager here. He's a very pleasant, friendly person.. and over the years would remember my coffee fave. Service has gotten better lately. My only downside is I've gone several times and they've been out of donuts, sandwiches, muffins. Overall, I like this location. They are located next to the Coach bus terminal, so the visual is a...

Went with my mom through the drive thru around 1:45 pm, the girl at the window was SUPER nice and patient. I wanted to give 5 stars for service - However, i saw a sign posted for the employees saying that they’re only allowed strictly one 15 minute break for their entire shift?? Absolutely ridiculous. Management needs to start treating their employees better because it’s appalling to see the workers having to constantly take orders and running around throughout their shifts and only having the chance to sit down for 15 minutes. Management - do better or you will lose your staff...