Dunkin' — Restaurant in North Olmsted

Earlier in the week, I ordered Munchkins and, despite being the only car in the drive-thru line, they forgot my order completely. I had to pull back around to get them, which was frustrating but manageable.

Today, during my lunch break with a friend, I decided to give them another shot. Unfortunately, that was a mistake. We waited almost an hour in line, and when I finally reached the window, the man at the speaker informed me that the donut I ordered was out of stock. This was especially disappointing since it wasn’t indicated on the app. To make matters worse, my friend's wrap was also unavailable, despite it also not being listed as out of stock online. They only had two flavors of donuts available, neither of which I wanted. While he offered a refund, I reminded him that I had used my points, so he suggested a muffin instead, which I accepted. My friend switched to a sourdough breakfast sandwich, but since it was cheaper than her original wrap, she was effectively losing out.

When we finally got to the window, I reiterated our orders, specifying my friend’s drink and her sandwich. The girl at the window asked the staff in the back if everything was in the bag, and they confirmed it was. However, once we got back to the office, I discovered my muffin was missing, our drinks were completely watered down, and all of my friend’s food was cold and hard.

This experience has left me extremely dissatisfied. I had high hopes for a quick and pleasant lunch, but the long wait, poor communication, and lack of attention to detail really ruined it. I’m not sure I’ll be returning...

There's an AI feature now that takes orders for them through the drive-thru and it didn't understand my mom.

My mom couldn't ask questions and it was just really annoying. We were talking amongst ourselves about how obnoxious that was and how we wanted a person. The signature lattes weren't on the menu and we couldn't ask about it and the voice just kept asking what else we wanted. It was weird, pushy and awkward. Mom said a few times, "I wish I could talk to a person." She stumbled through the order and got to the window where a girl chewed my mom out because "We can hear literally everything you say so if you have a problem, say so. You could have just said you wanted a person." ...uhhh... My mom did say so. A few times. They could have stepped in and helped at any time and they just yelled at my mom instead.

She didn't say anything that warranted them yelling at her, she was just saying how she couldn't find the menu items I wanted and how she wished to could talk to a person.

I can't believe they could hear her struggling and didn't try to help. That's customer service for beginners.

My mom tried explaining and she even struck up a conversation with that girl, but it really upset her on the way home. The worst part is she wasn't upset that girl yelled at her, she was upset that girl might have had her feelings hurt.

No way will I let her come back. That was really...

Staff were not very pleasant. Ordered a iced coffee and a hot food item. They were busy inside and the drive thru, so I'm sure they were stressed. Biggest concern is we were not given a receipt and the cashier didn't take our name. Apparently others waiting didn't either. For around 15 mins I waited there watching the chaos of staff setting out food items on the pick up counter. We watched as food was prepared and sent out the window of the drive thru. After 15 mins I finally got my small reheated ham and cheese croissant that was about 6...