Dunkin' — Restaurant in Orlando

Complaint Regarding Unprofessional Service at MCO Dunkin' Donuts by Employee “Island”

To Whom It May Concern,

I am writing to express my deep dissatisfaction with the service I received at your Dunkin' Donuts location inside Orlando International Airport (MCO) during the early morning hours—approximately 1:00 AM—following a frustrating travel experience.

After being misdirected to the wrong gate and missing my connecting flight, I decided to grab something to eat to ease the stress of the situation. I approached the Dunkin’ Donuts counter to place a simple order for a bagel and donuts. Unfortunately, my encounter with the cashier named Island made an already difficult situation worse due to her unprofessional and disrespectful behavior.

When I walked up to the register, Island abruptly pointed to the self-service kiosks and, when I asked if I could pay with cash, she curtly stated, “Registers down!” I sighed—not out of frustration with her—but from the overall stress of missing my flight and not being able to pay in my preferred method. I still decided to place my order using my card.

After receiving my items, I asked if I could get some jelly for my bagel. Island told me the jelly was “3 for a $1.00” and when I asked if I could pay cash for it, she responded, “I can't sell what I can’t ring up!” This, again, was delivered with unnecessary attitude.

What made the situation more disturbing was that I had just witnessed her give away a free donut to someone who appeared to be an airport employee or acquaintance. When I pointed this out, she responded, “I give what I get,” and went on to justify her rudeness by referencing the sigh I had made earlier. She then explicitly stated that because of my sigh, she chose to treat me with attitude. When I attempted to clarify that the sigh was in reference to my missed flight and not her, she dismissively said, “That has nothing to do with me.”

Island continued to engage in unprofessional back-and-forth commentary, repeatedly calling me “Tony” (the name I used for the order) in a condescending tone, even after I explained I would be reporting her behavior. Rather than diffusing the situation or offering empathy, she doubled down on her disrespect.

As a Le Cordon Bleu of Atlanta graduate and a professional chef with a longstanding background in the hospitality industry, I understand the pressures of customer-facing roles—especially during late or early shifts. However, nothing about Island’s conduct reflects the standards that a company like Dunkin’ should tolerate. Hospitality and empathy are critical in food service, and what I experienced was the opposite.

I urge you to review the conduct of this employee and consider additional training or disciplinary action. No customer should be made to feel disrespected—especially not during vulnerable or stressful moments like travel disruptions.

I will also be submitting this letter to your corporate offices as a formal complaint. I hope this incident is taken seriously and not dismissed as just another complaint. Your customers—and your brand—deserve better.

Sincerely,

Chef Anthony D. Alexander, Sr. Le Cordon Bleu Graduate | Culinary...

I work at the airport and this was one of our favorite places so much so that we could go in one day working in terminal C and we would only go to terminal A and B to go to Dunkin only but currently there is a new staff without comments that simply does not know how to prepare the coffee I have asked for it several times I have put my criticisms even so they do not seem to care about the client and they are losing that same thing to the clients because I no longer see as before the line of employees that I saw before and they all comment to me the same thing they should teach these people to prepare coffee the correct way I have already changed to Starbucks at least they prepare their coffees very methodically they always come out just as good, before I had never gone with them but since my favorite was Dunkin it does not work I am sorry but it was the fault of the staff of this plaza, example: the latte they give me as if it were hot milk with ten espresso shots, it should be something foamy, I confess I worked 4 years in a dunkink and I was methodical, I used a shot of espresso in late medium and the milk the foamed one, instead this one lacked of foam, one day I asked for a cappuccino and I saw that they put regular coffee in it,...

Hi , I just had an INCREDIBLY DISRESPECTFUL interaction with one of the most unprofessional employees in your organization. He blatantly called me an IDIOT and then when I asked EXCUSE ME what did you say to me ? He told me i need to get smarter and learn how to use the booth machine that’s is in front of the Dunkin’ Donuts. I immediately requested for an a manager and guess who it was MR ARDVIn. The same one that called me a IDIOT. You have under your nose a very angry little man with a power trip …he is a are very unprofessional and a disgusting human being, that should not be speaking to to customers in that manner and definitely not be a manager if that is the way Dunkin’ donut ls runs their business with people like that you will never be as good as Starbucks . I will be writing. A formal complaint form to send into Dunkin’s donuts corporate regarding his attitude and the words he chose to belittle me....