Dunkin' — Restaurant in Normal

Update: Tried this location again a few weeks ago and went inside to order. I tried to scan my app to get the $2 iced coffee deal and the employee said I wasn’t allowed to use the app for in-store purchases (even though the app has a scan in-store option and this has never been an issue at any other store). They told me I would need to then go out, go through the drive through, and scan it at the drive through window. When I asked if that would be supported by corporate, they were suddenly able to scan the app. I would recommend going to any other location in town, as this one seems to have a lot of room for improvement.

Echoing another review, the inside of this store is rarely ever open. This makes it very dangerous, as there is almost always a line out into the street, which is right by the highway, so cars are usually traveling quite fast down the main road and it’s hard to see the stopped cars outside of Dunkin’s parking lot. It’s been this way for over 3 years now. The other 2 Dunkin’s in town have never had this issue. I would highly recommend going to either the Dunkin on Oakland or off of N Veterans in Normal. I have often had to wait at this Dunkin for 10-15 minutes (sometimes longer). I’ve also seen multiple customers park and walk up to the door, only to discover the inside is closed (there is a small 8x10 piece of paper on the door saying the inside is closed, which you can’t read unless you walk up to the door). This creates a mess in the parking lot, as these cars are trying to back out and get into the already long drive thru line. I will say the workers are very friendly and doing an outstanding job, but I do feel bad for them, as I know they are likely under a lot of pressure with the lack of staff, which I’m sure...

This dunkin is great except when it's not. The service indoors is super hit or miss, but the service at the window/in the drive through is typically excellent. However, there is a bit issue with ordering using the app. The app allows you to order products they don't have. This is a major problem. I ordered and paid for three specific donuts and was told at the drive through speaker they only have 1 of the kinds I ordered left and only 1 other kind of donut left. In other words, I was told they didn't have what I had already paid for. I then got to the window and was asked if the drink was all I ordered. I said, "no, there were the three donuts." To which the employee responded, "which donuts were they? we only have vanilla long johns left." Vanilla long johns were not a part of my original order or what I was told was left at the speaker. I ended up with 2 of a donut I only wanted 1 of and a donut I still don't know the flavor of. Dunkin, please only allow people to pay for things on the app that they will actually be able to receive or make an effort to do right by the customer with either a refund or a coupon good for the products we paid for, not just giving us whatever leftovers you have.

I have had a hundred good experiences with this dunkin, but I see the above scenario as a major and potential legal issue....

Decided to give this location a try after purposely avoiding it for a couple years at this point and what a waste of time. Stood there waiting for 20 minutes without anyone acknowledging me, asking me what order I had or anything. Left and just took the loss. I will never go back to this location for as long as I live. It’s genuinely up there with IHOP, which is so terrible that they may as well just close.

While I was there, there was a girl standing next to me that clearly had been waiting even longer than I did. She finally piped up and asked what was going on and they said they would make her order really fast. Two seconds later, they handed her a bag and an iced coffee, and she just stood there with a dumbfounded look on her face, and whispered to herself with a laugh “this isn’t even at all what I ordered” shook her head and in an apparent acceptance of defeat just left. Yeah I’m not...