Dunkin' — Restaurant in New York

We ordered online to go. We were one of the only 2 customers in the store and there were no backup orders on the screen. The crew member, Ali, working the store saw us waiting for our order with no other customers and didn't tell us that the item we ordered was not available. No one acknowledged us, and finally after 5 minutes, I asked what was taking so long. He finally tells us he couldn't make the order because the machine wasn't working so we asked for a refund. He refused, saying that it was on our end. Online orders are received the same way in the store as a regular in-store order. There is even a printed receipt so I don't understand why he couldn't process it as a regular refund. We finally decided to get something else (even though we didn't want anything else) because we didn't want to lose the money for the items we had ordered. I started writing my review in the store as he was making the order, and one of the other crew members saw me looking at the code at the bottom of the receipt and says something in their language and motions Ali. I look up from my phone a few moments later to catch him glaring at me. Feeling uncomfortable, I asked if he was okay. He says he's okay and asked if I'm okay. I told him I was fine. He continued staring so I asked why he was staring at me, and he basically repeats the same thing back. This doesn't make sense to me as he should be completing my drink, why is he watching me? As a customer, does it matter where I look? What if I wanted to make sure he doesn't tamper with my drink after the attitude he was giving me. He tells me I'm clearly mad and to "look at my face". I tell him of course I was unhappy, they've offered terrible service so far. Plus, don't ever tell someone to "look at their face" if you're trying to de-escalate a situation. Then he goes off, yelling if I have a problem because he is replacing the order we had placed and yet, I'm on my phone writing in a review.

To be clear, he is replacing the order because he doesn't know how to process a refund -- he is essentially forcing us to order an item we don't even want because we can't get our money back. Our only other option would be donating the money to the store.

I told him he was providing awful customer service and he gets defensive. So I asked for his name. He outright refused to give his name (for some reason, none of the employees wear name tags). He asked why I needed his name and I told him I am writing a review about my experience and since he is giving me a hard time, I wanted to make sure his name was included. He argued some more about how his customer service is not bad since he is making our lattes. In the end, he finally gives his name as Ali, and we left it at that. We took our drinks after he was done, said thanks, and left. In the end, we threw out our drinks because we do not trust how it was made.

Thank you Ali for making our terrible experience at DD even worse. If this is what customer service is at this branch, everyone needs a whole lot more training. I also work in retail and as a manager, this level of customer service is appalling. If I saw any of my associates with this level of poor conflict resolution, they would immediately be removed from the floor and given a warning. The crew clearly understands the repercussions of a poor NPS score since they freaked out about me filling out the survey at the bottom of the receipt, but they don't seem to understand that good customer service is how you...

I’d give them zero stars if I could. It is ALWAYS something wrong in there. Having a mobile order set up here is a joke. Either they run out of stuff so you show up and can’t get what you ordered. But worse, they NEVER have your order ready. They have a newer guy who I don’t think speaks English who is always doing everything but making your order. One day he and the woman training him were too busy laughing and joking. So when I asked where my order was, they looked dumbfounded and the woman training him says, “oh it’s coming ma’am” then tried to rush to make it. I said forget it because I ordered 10 minutes prior to coming so that all I’d have to do is grab and go, not wait until they finish playing around before starting my order. So I left and got my money back. I should have learned my lesson from the many other times that had happened. Damn near the same thing happened again today. The same guy was doing everything but making my order. So when I asked for it, he and another guy looked dumbfounded again as they rushed to make my order. The other guy kept asking me what I wanted on my breakfast sandwich. I said I wanted it plain and asked why didn’t they read the order. He just got frustrated and ignored me. When he handed me my bag, there were no napkins. So I asked for some and he snatched the napkins from the dispenser behind the counter, looked at me with this annoyed blank stare and threw the napkins in the bag with an attitude. So after all of that, I grab my sandwich to go because I had to rush for the subway. When I went to eat it, I noticed they gave me pork sausage when I asked for turkey sausage. I don’t eat pork so I had wind up throwing the meat away. So I wound up paying $6 for a croissant since that’s the only part of the sandwich I could eat. The people here are incompetent and easily distracted and I will NEVER go...

If I could rate 0 I would, after tonight I will no longer go to this location. The cashier was beyond uncourteous. I entered with two coupons from the sheet they have until 3/31 He literally snatched the first coupon out my hand, then before I could order the second walked away. I had to call him back and tell him I intended to order another one. He made sigh sound. Snatch the second coupon from me. He started tapping on the register at that point I was livid because clearly that is too rush me. I asked for a receipt because I wanted to mention his name, but conveniently he throw the receipt away. I'm understanding of a rough day, however when I got my orders they were wrong. I said, "if you let me finish when I was trying to order instead of rushing me because of the line...then they would have been correct." Another associate apologized and offered to make them over. She tried to resolve it, but he had the nerve to come back and start complaining about me. I am an advent Dunkin' Dounurs drinker and I do not appreciate the customer service experience I had tonight. I don't care how hectic a line is, you should not belittle...