Dunkin' — Restaurant in Oak Ridge

Just had absolute worst experience have ever had in a Dunkin.

After standing in the lobby for several minutes and not seeing a single person up front to assist us, we got the idea to open close the door to trigger the doorbell which was much louder and appeared to ring in the back.

Our attempt worked and two girls appeared from the back clearly irritated. Hands in the pocket of her hoodie, the first girl looked at us with disgust and just stared. We asked if they were open and she rolled her eyes and told the other girl she can take our order.

Frustrated, we told them to just forget it. We didn't want to inconvenience them for two coffees and left.

Upon leaving, I called to get a number for corporate or a manager and reached one of the two girls who claimed to be the manager of the location and immediately went on the defensive. Said she was not giving me her district manager's personal number which I didn't ask for and told me that she had already checked the cameras, we weren't waiting that long, and that we were rude. Itold her I didn't want to argue nor did I wish discuss the issue with her and was just looking to get in touch with corporate. She then hung up on me.

I called back and the other girl then came on the line stating she was an assistant manager and that she had the power to refuse service to anyone and that she was refusing me service if lever come back to the location and hung up the phone. Then they blocked my number.

I called back from another number and was given the same treatment. They said they recognized my voice, were not helping me and disconnected the phone again.

Got in touch with a very friendly District Manager though and she was very apologetic. It was explained to me that this is a known issue with this particular Franchise and she gave me some direction to get help and offered to serve me at any of her locations...

I can totally understand why this place gets such poor ratings. I guess I should have checked this before we chose to stop here. The visit started out wonderfully with a very friendly and helpful cashier named Rose. She went above and beyond, engaging in friendly conversation and reminding my daughter to use her app for points. Rose gets 5 stars! 😃 The experience went downhill from there with the customer behind us making a negative comment about us apparently taking too long scanning for our points. (Can't blame the place for a rude customer, but figured I'd mention it!) What followed after that was worse, with the man working food prep speaking very rudely to me when I simply needed assistance. When the young lady called my order out, I approached the bag on the counter but when I looked into the bag it did not look like my food, although the sticker on the bag did indicate it was my order. As I was looking closer at the food in the bag to determine if it was indeed my order, the food prep man grabbed the bag from me, tossed it in the trash, saying harshly that it was not my order, then as he turned away, obviously annoyed with me, he said "These people!!" as he made me the correct order. I was appalled at his reaction so I called him out on his bad customer service. (Not my best behavior, and uncharacteristic for me.) I said, "Thank you for your bad service!" The young woman who had originally put the bag out on the counter immediately apologized to me, which I appreciated, but the man's attitude towards me is a completely unacceptable way to respond to my situation. Why not simply say, "What was your order? Let me correct that for you." I am giving 2 stars only because our food was good and Rose was so great! Otherwise this would have been a NO...

I have never given a business a one star rating in my life but this Dunkin Donut location absolutely deserves the low ratings they have received from other patrons, consumers and myself. In my experience with them I ordered a Caramel Latte and a Pecan Frozen drink at the drive through. After pulling up to the service window I was promptly charged for my order which I used my Dunkin App to pay. Approximately 1 minute after I paid I was informed by the employee that they did not have any espresso and could not make a latte. I simply asked for a refund and was told no because there was no manager on duty to provide a refund. Next I just asked for a gift card in the amount of the drink as I really did not want any other type of drink. I was told I could not get a refund and I could not get a gift card as a credit for the drink. A couple minutes went by and the employee handed me a drink which really was not a latte at all. The drink was just some coffee, milk and a ton of caramel sweetener which was so bad I ended up dumping it out later. I contacted Dunkin Customer Service online about 10 days prior to this review but customer service, the field service team or the actual store really don't seem to motivated to do the right thing and just send me a credit for the drink I never received. I have been in customer service roles pretty much my whole career and I know my request for a refund should have satisfied at the time the store said they could not fulfill my order as placed. My recommendation is that everyone completely avoid this...