Dunkin' — Restaurant in Palm Coast

11:55 AM, 8/16/23 Dunkin’ Donuts on State Road 100, manager, Patrick. Woman named Kathy was picking up her order and her cup lid was not on all the way on. There was no cup carrier for her multiple cups and when she picked up one of the cups from the order ready area, the entire large, hot coffee spilled onto her legs and feet. She tried to alert the workers, multiple alerts sounded by two people and the workers just looked and could not figure out what to do. I asked them to get a mop. A young man got a mop, and got some of the coffee off the floor. A manager continued to talk to a woman in a corner table, apparently conducting a job interview with her. I recognized him as being the manager and said to him, can you please help out the floor is wet still after mopping it needs to be dried. He’s working on it Patrick said, and went back to his person. I said I’m about to grab some paper towels and dried up myself so this elderly gentleman doesn’t slip and fall. he refused to come to our aid. He said, just watch your step. There’s a sign out. I said I can watch my step, but the elderly man cannot watch his step. Somebody is going to slip and fall here. I then cleaned up the floor with my foot wrapped in paper towels in about 2 min of work that the young man should have done once he got the mopping completed. Nobody attempted to find out whether the woman was hurt by the hot coffee, nobody apologized, nobody took responsibility. They walked around like stoned zombies and just placed stickers on cups filled them and went on about their business. There was no eye contact from any of the staff , only avoidance. The elderly man thanked me for drying up the floor, so he would not fall. He would have thanked any of the staff if they had actually done it themselves. There were six employees there and a manager, and nobody was helping with the big mess and a possibly injured person. These employees need serious retraining on customer service and what to do if there is an incident- ESPECIALLY THE MANAGER. Terrible service. No concern for the welfare of the customers. Managers are supposed to set a standard for behavior and service and Patrick apparently has done this by ignoring and denying any problems exist he needs...

Let me begin with Mike, the manager. I have never seen such a poor example of leadership as I did today. Rusty, the older gentleman who was taking orders at the counter was totally humiliated and disrespected by Mike yelling at him while taking orders. It took 15 minutes before they would even begin preparing our order. Mobile orders came in after we arrived and they were still being prepared before customers that were physically standing in the store. Ish, the younger gentleman that was preparing orders for the counter was also being yelled at and talked to as if he was completely incompetent when in my opinion he was the one who was handling the making of orders with grace all while enduring Mike’s inappropriate attitude and comments. Corporate needs to seriously step in and take a look at Mike, how he treats his employees and make adjustments as needed. I made sure to thank Rusty and Ish for them being willing to stand there and endure what they were going through all while preparing my order. If you can’t handle the job of a leader then maybe you are in the wrong profession. To Ish and Rusty if you happen to read the reviews of your store, keep up the good work and don’t let someone like Mike...

As a long time Starbucks customer I decided to give the Dunkin on SR-100 a try. I went there three times in one week to see if I had the same experience each time. Monday, 2/17/25 8:11 a.m.: Breakfast sandwich was good, hashbrowns were clearly burnt, coffee was good. 14 minutes to get through the drive thru. Tuesday: Starbucks. Everything was awesome. Smiles at the window. Wednesday, 2/19/25 8:15 a.m.: Breakfast sandwich was okay, not hot though, hashbrowns, once again, clearly burnt and this time very greasy, coffee good. 23 minutes to get through the drive thru. Thursday & Friday: Starbucks. That Caramel Macchiato is off the chain! Saturday, 2/22/25 8:17 a.m.: Croissant burnt, hashbrowns burnt, coffee with grounds at the bottom. Drive thru was much faster due to the weekend. My advice as a RCSR: Everyone there should have a post or a role. One customer at a time. Pay attention to detail. Make it right with a good attitude or stay home. You chose to work there so make the best of it or go somewhere else. Dunkin' find more qualified leaders, not just babysitters. I'm available if you need someone to train these people on the value of...