Dunkin' — Restaurant in North Carolina

So Its Easter Sunday and Im craving coffee, so I get to the drive thru menu you and order a medium mocha latte, hot. I literally wanted it as pictured on the menu with the whip cream and chocolate drizzle. I get to the window and the employee handed me an iced drink mixture in an extremely large cup, no whip, no chocolate or caramel drizzle of any kind, and proceeded to charge me almost $5. Realizing my small child was in the car with me and I didn't want her to see me be rude to anyone, I calmly looked at the employee and asked, "Wasn't this suppose to be hot?" She literally looked at me and rudely said ".....well you said iced." A long time ago I use to be that young girl working in a drive thru on a holiday having to deal with unhappy customers so I honestly tried to be considerate even though I was the customer, I was the one who got the wrong order, and I was the one who was getting a rude attitude from the employee. I looked at her and simply said "ok," and I drove away. I tasted the drink and was appalled by how disgusting it was. They put way too much mocha and since it's iced, it didn't blend well. Which is why I don't generally order iced, flavored coffees. The taste of it was the last straw, if it tasted half way decent I would've kept it moving. But I refuse to spend that much for awful service AND a bad drink. I went back to the drive thru window immediately. As soon as I get there before I could get a word out, the same employee explained she knows she made it wrong and will remake it. Disgusted with the experience I told her that I would instead prefer a refund because the flavor was not even good. Home girl looked at me and said, "I'm not going to even fight you on that." I responded, "Thanks for not fighting me on that, I guess." And she said," I was just saying because it's probably the espresso and people come here and order lattes all the time but don't really want lattes." I've had a latte before, I know what it's suppose to taste like and I know what espresso tastes like. At this point I'm overwhelmed by the nerve of the employee. She actually thought it was appropriate to talk to a customer that way. She then rudely said, "Since you don't like lattes, the next time you come back order a regular coffee and just ask for extra flavoring." I then replied," I won't be coming back but thanks for that tip." I didn't get her name but today is Sunday, April 21st 2019 and this experience happened at about 4:40pm-4:50pm. If you are reading this and you are a manager at the Leland, NC Dunkin Donuts and you want to know which employee is the reason why you lost a customer today, check your schedule and figure who was working drive through at that time. Feel free to ask the other employees as well because even they seemed shocked with how rude this girl was to me. I've worked in customer service my whole life! I get how it is with customers sometimes. But this is unacceptable. I am in management with my employer at the time and I've learned that employees that treat one customer like that will treat more like that. I can honestly say that if she was my employee, she would get reprimanded with a write up, or a suspension of some kind. Literally...

I was really excited when this location opened because I love Dunkin' and it's fairly conveniently located. I attributed a lot of my earlier visit issues to growing pains/new store issues so I refrained from a public review and left internal feedback instead. It seems like the store was receptive to this feedback because the manager has been much more present/engaged the last two weeks...but the issues continue.

In my opinion, many of these issues stem from the manager being too hands on. I appreciate a manager that leads by example but the last two times, the manager has been the one to ring me up.The first time she did, she forgot to give me a portion of my order that the cashier is responsible for (donuts) and today (8/25/19) she counted out the coins in my change but didn't give me the dollars because she was distracted by employees (I bet the drawer is off by at least $2 on 8/25/19).

Suggestions for improvement:

1. Have the manager be more of an oversight role and provide feedback and training to employees.Step in when needed to ensure the flow of the restaurant. But, with 6 employees working and only two people in the store, the manager should be watching the cashier, not the one miscounting the change.
2. Move the trash can to the door, not near the food pick-up. This is a bottleneck area of the store. Its unnatural to walk farther into the store when you are disposing of your trash. I would recommend two stations: one for straws and condiments near the counter and a trash can near the door. Two trash cans would also be a plus. During relatively busy times, the one trash can overflows pretty quickly.
3. Place ketchup and other condiments out on the floor. I've witnessed several customers standing by counter to get simple condiments and they are often ignored by the staff because the staff believe they are waiting on food. This frustrates the customer. When they finally get the staff's attention, it disrupts the...

Let me be crystal clear - this Dunkin' location is a complete disaster. From the moment you walk in, you're greeted with a series of red flags that would make any health inspector cringe.

The Good (Spoiler: There Isn't Much) They technically serve something that resembles coffee The building hasn't burned down... yet

The Absolutely Terrible Food Preparation Horror Show: Workers preparing food with bare hands and what looks like a decade of nail polish buildup. No hand washing, no gloves, just pure chaos.

Drink Roulette: Ordering a Caramel Macchiato here is like playing Russian roulette with your taste buds. My recent order tasted like someone mixed mud, disappointment, and a vague memory of what coffee might be.

Management Masterclass in Rudeness: The manager here could win an Olympic gold in being inconsiderate. Witnessed them publicly berating a visibly upset employee at the drive-thru. Professional? Absolutely not.

The Numbers Don't Lie Drinkable Beverages: 2/10 attempts Customer Satisfaction: Approaching absolute zero Likelihood of Returning: Negative infinity

Pro Tip Save your money, save your dignity, and find literally ANY other coffee establishment. This place makes gas station coffee look like a gourmet experience.

Recommendation: AVOID AT...