Dunkin' — Restaurant in Old Saybrook

I went here the first week the opened and was super impressed with the customer service & how modern this DD was. It’s so beautiful and super clean. This morning on my way to work. I decided I would go through the drive through and get my usual. Medium iced coffee. Cream 1 sugar and 1 French vanilla shot. It was extremely bitter. dark. & taste disgusting. I hate TO BE that person that complains and goes back in. But, it was that bad. I wasn't the only one who was complaining this morning but, it’s very upsetting cause it tastes so different with the new machine and on “tap”. I guess I will just stick to the DD in Westbrook. Even though it’s no convenient I know it’ll come out correctly. The girl behind the counter was extremely accommodating and helpful. Nothing personal! Just don’t know why the coffee tastes this way! It’s exciting to have this new Dunkin but, with the way it’s going. Idk what’s...

Since the current head manager has taken over this store has fallen apart. I’ve been coming to this location for years and I’ve never seen it is disorganized and chaotic as it is right now. The way she speaks to her employees with customers in ear shot if they mess up is inappropriate and best saved for a one on one in private. Ticket times have increased significantly, going from a convenient drop in and get out quick to spending over 10 minutes waiting for food. All this being said there are still some excellent employees who work there. Darrell and the younger blonde woman are both extremely professional and efficient, they are quick to remedy the situation if an error is made, as opposed to the head manager who tends to blame the guest. I hope the head manager receives further training on coaching and guest service skills and does not push out the few good...

My boyfriend and I went through the drive through today. Asked for a refresher and 2 orders of hashbrowns. We must’ve upset her already “busy” day when we got to the window and asked if they could add on a donut, no? Okay that’s fine. Horrible attitude from this woman immediately, then we realized there was only one order of hashbrowns in the bag. The woman clearly did not listen on the headset and was occupied from the inside. We should’ve realized that when she left the microphone on and was talking to all of her coworkers while answering our order. She also seemed to have massive anxiety or was absolutely pissed...