Dunkin' — Restaurant in Ocala

Update - Feb 2023. Amazing experience in drive-thru!! Awesome CD and just super nice folks taking order & at window.

One star review: Went thru drive-thru, had to say hello to get someone, but they were polite & efficient - she'd been laughing when she answered so thought was the nice employees (I stop in occassionally). Ordered sandwich n pastries, total $12.40. Got to window, young man ignored me then walked away. He came back and said "$12.40" - no smile, nogreeting, but gave him $20.40. He hands me $7 in bills and change. I advise I gave him the change, he says "it's a dollar in change". So I say, politely, I gave you change to get just bills back. He says "it didnt give me another bill, just TAKE it". He then leaves & comes back with donut box, still open, and thrusts it at me. I say, a bit boggled, but with a smile, "you know you're supposed to close it first right?" As I'm taking the box, he replies tersely "I just hand them out" and leaves again. He returns, thrusts the bag at me, and turns to leave. And I'm done. I ask to speak to the manager. He asks why. I say because he has been rude and the experience awful. He says "shes busy" in a flippant manner. I tell him I want to speak to her NOW (didnttell, but was firm). He walks over another employee, cups a hand to his face, and says something to him - as the other employee looks over at me..... the other employee comes over trying to sooth situation, asks if I got receipt - i didn't. He turns to get me one when mgr, female, walks up saying "I'm busy - he told you I'm busy". So i try to explain, she interrupts saying "he just put it in wrong". Rude kid is behind her and I'm just done. Tell her is WORST customer experience ever. The other employee was nice, tried to help, she just made things worse. And still never got a receipt. This place used to have amazing employees. Needs new management - someone with customer...

Having worked in the restaurant field and customer service and in management for many years I usually give food service workers the benefit of the doubt. Today, however, I am left with a bitter taste. I have ordered Dunkin from Times Square in NYC, almost daily in NJ as well as up and down the eastern seaboard and never had an experience like today. I placed a mobile order for pick up at 8121 sw highway 200 in Ocala, FL. The store was busy and they had a line both inside and outside. I understand they were in a rush especially with the hurricane looming but what I saw and experienced was unacceptable. Each employee minus the cashier taking orders at the register was rude and inconsiderate. I watched as about 5-6 orders were called out. Every drink was almost slammed down and every food order was haphazardly tossed on the counter. After standing there for a few minutes I tried to ask for help from the employees but I was ignored completely until someone came up and placed another order this time. I asked if my mobile order was ready and was greeted with a callus what's the name? She then handed me one of the coffees that was sitting on the counter (not in the mobile order tray). I then informed her that there was another coffee and with an air of attitude which could only be described as I can't be bothered, she placed the coffee in front of me. I was not greeted with a smile not thanked for my business and I left with the intent of NEVER returning to this location. This needs to be addressed. I don't hold Dunkin accountable and luckily this won't be my last order, just the last one I will place there. I hope if there is someone who is visiting this Dunkin location for the first time they will be treated with more courtesy and leave with a better experience than I had. Update... Went back for an iced tea... Again wasn't greeted employees were too busy talking and goofing off to be bothered....

I am and will continue to be a loyal Dunkin’ Donuts customer. However, this location really needs to work on getting a better quality of employees. Three or four of the workers are amazing.

However, there is a young what looks to be a teenager who has been working the drive-through (name unknown)for a couple of weeks, he has curley dark hair, average height and then. He never smiles. He never says thank you he never says please he’s not at all respectful or polite never ever, does he go out of his way to hand you your change he expects you to lean over and get it from him. He acts like it is a chore for him to do his job. He is extremely lacking in social skills and people skills. He needs to be retrained or he needs to have a job that doesn’t interact with customers .

It really bothers me that I feel I must leave this review. I do not generally leave negative reviews or partial negative reviews. I had hoped that this young man was just new and was getting his self acclimated but I have been coming here for over a year, and in the three or four weeks that I’ve encountered him this has been a repeat behavior. It is not a good representation of what Dunkin’ Donuts customer service is usually all about. I hope that he gets some retraining and learns that a simple smile or thank you goes a long way. I’m sure he is a nice young man. He just needs to learn people skills.

Most of the ladies that work there are wonderful. I do not know the older ladies name but she is the backbone of this location. She is phenomenal.

There is another young man who works the drive through occasionally he is tall I believe he is probably 19/20 he is phenomenal. Always asking if he can do anything. Can he get you anything else, always has a smile on his face and also very kind and respectful, contrary to his counterpart . Some of the employees at the store are awesome....