Dunkin' — Restaurant in New London

I had the most upsetting customer "non-service" experience here by Teija (the manager) that has motivated me to write my first, I promise FIRST ever review. My hubby ordered "2 lattes to go" as he has done ~3 times a week for years, when the indulgence or need for caffeine strikes us. Our ritual - he brings them home, I get to "eat" the foam from both, then choose the biggest one to drink. It's a silly thing, but when he got home today, imagine my shock - with my spoon ready - NO foam!

I called the store immediately and explained I got no foam (expecting her to say, "please come back for new lattes - I know you will waste gas & time, I'm so sorry for the inconvenience"). Instead, I was interrogated - first, tho I've ordered it hundreds of times - asking what type of milk (whole, I said), if I ordered flavorings (no), explaining to me the ingredients of a latte - including foam, then demanding I describe in detail what I DID receive - my answer - "two coffees with cream, it looked like to me" - did not stop the battery of demands "What do the cups look like?" to which, exasperated I replied, "I'm in the other room, and why are you interrogating me?" She said, "I just want you to tell me what you got. I've got 2 lattes sitting here on the counter and he (blaming my husband) must have picked up the wrong order".

Still performing her version of "good customer service", she gladly gave me her name when I asked, Teija, saying she was the manager. I even told her my thoughts on how this conversation 'should have' played out, with her telling me to please return at once and she'd make it all okay! Yet, still, I was in the position of defending my right to receive what I ordered and paid for (plus, how could I drink whatever we received not knowing what it was?). I hung up, there was no resolution possible.

I am still in disbelief. Of course I will never ever again give my patronage to that location and will go out of my way to advise all my friends of my experience there as well. I hope that the behavior Teija exhibited is not reflective of Dunkin Donuts' company policy, or of DD training practices. I am truly, and sadly shocked by...

This place is a hot mess. Only 2 good employees that work there and sadly, they were both off this morning when i went in. I stopped in for 2 coffees, a blueberry muffin and a cheese twist. Asked for it toasted, the girl that rang me up walked over and out it on the metal counter (not even on a piece of paper, i watched the girl make 5 sandwiches for the lady standing next to me. ( we were the only 2 in the building) she then started making all the orders on the screen for online ordering. I asked if she could please toast it as i was in a hurry, she said she only had one oven and had to go in the order of the screen. Mind you my cheese twist wasn’t kn her screen bc i had paid for it and it was grabbed from the donut trays. I finally told her i had ti get back to work so please just put it in the bag ans I’ll heat it in the microwave at work. All the while the manager was on her cell phone and couldn’t be bothered by even looking up. The customer service at this particular location SUCKS. To bad because it’s right down the street from my house ans now i have to drive to Waterford. Won’t be giving this place my money anymore. The higher ups really need to re-evaluate the...

Maybe if the owner prioritized the people IN the restaurant waiting for drinks you wouldnt have a mob of confusion at the pick up counter and have to yell at customers to grab their drinks. Every time I go its like 2 of 3 workers focused on the app orders while people who walk in sit around waiting to order and then sit around waiting 5-8 more mintues get a coffee. Not only that, the storefront windows directly in the path of sunlight make that store 80 degrees by 7:30am and its a small storefront so the wait is miserable. The app may be a good idea but this store isn’t adequately staffed for that and the wait times make it painstakingly obvious. Give your...