Dunkin — Restaurant in Norfolk

If I could give them zero stars I would. While yes the coffee is great the customer service is absolutely disgusting. When you walk in nobody greets you or acts like they even remotely are happy to be there. I believe their are two managers. One is an older white woman who loves sitting out front of the store to smoke cigarettes and has TERRIBLE customer service. The other one is a light skin women with braids who ALWAYS has a nasty attitude and wear blue and eyeshadow. I asked her if she recommended anything a couple of weeks ago and her exact words were, “Idk I don’t eat here.” Then I asked which flavors they had and she pointed to the board and said the ones up there with a nasty tone. Also, I asked about her when they’re getting the new flavors like the cookies and cream and she specifically said, “were not getting them.” A week later BAM they’re there. Honestly I love Dunkins coffee, but when the service is that bad its a huge turn off and makes me want to go elsewhere, but sadly theirs not many options. They need to keep in mind it’s not what they’re saying, but how they say it! Yesterday I tried to use my T-Mobile Tuesday coupon and EVERY SINGLE TIME I’ve been in there before the young ladies would let me swap it for a iced coffee cause coffee is cheaper. Every time the light skinned women is cashiering she’s rude and just shuts me down completely. If it is company policy then I understand, but the way she says things and the rude facial expression she gives is what makes me question her. I went back in there this morning because they’re the only coffee shop by my job and I used my coupon and bought a bagel. The machine went down and she made me sit there for 15 minutes waiting for it to go through and kept telling me “well looks like you’ll have to pay cash” instead of apologizing or being friendly in general. Then she kept making snarky comments to the employees right in front of me to, “stop letting the customers move the card machine.” Basically making it look like I did something lol. I’ve worked in many fast food positions in the past and the proper thing to do is apologize for the inconvenience AND if your holding the customer up for 10+ minutes just tell them not to worry about it and comp it. The machine NEVER ended up going through and she made it sound like if I didn’t have cash I wasn’t getting the bagel. Thankfully the older white woman did let me go with it, but the attitude is just ridiculous there. Customer service is key and these employees at this Dunkin REALLY needs...

I've gone to Dunkin more than usual recently since the release of the holiday flavors. I will say, some of the main employees who work here don't seem to enjoy their job too much and make an effort to start closing throughout the day. One night I walked in to redeem a coupon for a $6 half dozen, it was 620pm and all the donuts had just been tossed in the trash. With closing at 8, I would at least wait until 7:30 to allocate for people getting off of work. The snackin bacon has different consistencies, with one of my orders being completely crunchy and mostly inedible. The cookie butter cold brews have been great, so no complaints there. I'd like to give a shout-out to the employee working today who upgraded my 10 munchkins to a 25 count because there was an issue with the mobile ordering system at the time. Although I didn't order any chocolate originally, and was given a box of half chocolate, I'm happy I had extras to share at home! I feel like with a little better customer service and consistency, if the employees had a smile on their face, they have potential to be a 4...

Ordered ahead on app 4 different bagels 3 with cream cheese and 1 with sausage egg and cheese. My husband arrived for pickup and they brought him out his drinks. He stayed there waiting and waiting for breakfast (that they already charged us for mind you) only to have a workers scream on to him what else are you waiting for. He said my bagel sandwiches. She screamed back we ain't got those bagels then went back behind the register. My husband then told her well what do you have she said multigrain and raisin so he said ok multigrain then . They gave us please. We get home and they gave us multigrain and raisin. I have never been to a dunkin where they dont put the cream cheese on the bagel for you. They just gave us some stale bagels and one small tub of cream cheese. The only good thing about this was my coffee. Horrible customer service,limited options and too long of a wait. This was our first and last time visiting this location. We will find another location to go to...