Dunkin' — Restaurant in Paxton

I don't visit this Dunkin' too often, because I'm not usually out in the Paxton area...but have been a handful of times & most recently within the past week on my way to Worcester. I went inside to order & I couldn't believe how terribly slow the service was that day! They were definitely not short staffed either. If they had been, I'd have been a lot more understanding. It was a weekday morning, and they had about 5/6 employees on shift behind the counter, all but one on the drive thru. Just because you have customers in drive thru shouldn't mean that you don't also need to assist those waiting inside of your shop! I watched as many female employees ran around helping with drive thru, and only one young man was up at the front counter helping customers. This made for a very long wait, despite it not being super busy inside. They should've had at least two staff on counter serving people in my opinion! It's unnecessary for an entire group of staff to assist drive thru. The customer ahead of my fiance & I was purchasing several Dunkin' gift cards & because they don't come prepared until staff add a dollar amount, we had to wait for quite awhile as they added benefits to each gift card one at a time. The man was clearly buying well over a dozen, maybe for co-workers or something? Either way, I noticed that drive thru only had a few cars in line, so there was really no reason why at least one other employee couldn't have come over to help out in the front. Finally when it was our turn, we placed our order, very short & simple. One croissant stuffer, one donut & again stood there waiting for a very long time! Eventually they handed us a bag with the croissant stuffer, when I had to remind them that we had also ordered a donut we were still waiting for that they apparently forgot! They are so slow & it's really inexcusable when you have more than enough people on shift. Stop putting all your team on drive thru & help more customers inside of your store please! Just because we don't use drive thru doesn't mean we're not in a hurry & have all the time in the world to wait. The only reason I'm not giving less stars is because I have seen better service here in the past & our food was good (donut very fresh, croissant stuffer served hot & tasty) Also, when waiting for our order, we witnessed the customer behind us explaining to staff that he was a bit short on being able to afford a small hot coffee, so the male employee did give him a discount, which I thought was very compassionate & kind. I just think they need to better divide their staff so that customers are being helped in a more timely fashion! I worked at a Dunkin' myself years ago (Palmer location) & I clearly remember when we were working that only two staff at a time were ever put on drive thru, one who took the orders & rang the customers up on the register, the other served as a "runner" & would prepare the customer's orders. This way the two person team would get orders ready fast if one only had to take orders, the other only make them. There's no reason to have 4 or more staff at once in drive thru, especially when the inside of the shop has more customers than your drive thru does. I also noticed lots of chatting between employees that seemed to be effecting the pace of the service as well. I'm sorry, but the last few times I've been pretty disappointed. I do like the remodeled shop, store was clean & restroom was also. I just think that they could afford to pick up the pace & spread out staff's responsibilities, better explaining each employee's job duties, so that customers don't have to wait over 5+ mins for an order that should've taken probably 2 mins or less! We literally had one thing that required heating & I'm sure only a few seconds at that! I know from past experience of working @ Dunkin' that the food is already prepared (though cold) & just requires very short microwave times. People come to Dunkin' expecting fast service, not lengthy waits...room for...

I'm not sure exactly what has happened to this Franchisee/operated Dunkin's in Paxton..?New owner since 2023..The staff don't seem to work as a Team to give any type of excellent service to their customers...I have been to this Dunkin's 4 different days this week.During these visits.I observed:1) a dog accopanied by 1 of the visiting staff members jump up putting it's paws on the counter top & eat food given to it by staff behind the counter where people pick up their drinks. Did not notice anyone clean the counter afterwards..2)Almond milk consistently missing on 2 of those visits.3)Avocado toast not added to order but was requested.4)An older customer had picked my order off the counter top opened the wrapper said it wasn't his then put it back I had to ask the staff for new sandwich to be made.5) Staff member discussing a customer who complained online about his service(I don't blame the customer)..6)Discussing other members of staff's work performance in front of customers...Suggestions:a)Hire a new store manager or whoever the shift leader is b)Promote team work.c)Definitely disallow staff speaking about customer complaints & work performance of other staff in front of customers..d)Encourage a positive atmosphere & less chaos by having staff call out the order # matching the receipt to identify that the correct order goes to the right person..e)Fine to bring a support animal but keep it off the counter top & if it jumps up clean off the area...d)Encourage staff to be polite & kind to customers even if they are having...

DISGUSTED. We got food and drinks here in drive through this weekend, we've gone here maybe 3x before no major issues. This time it was very slow and the service was also slow, only 2 cars there and it took quite a while to get to the window, once we got there we heard 1 of the 2 employees working ask the other employee to start our drinks. Benefit of the doubt on that, lots of places are understaffed. However, I worked a busy gas station dunks in college myself and that's not a staffing issue, order should have been done by the time we got to window. But fine, no issue. What disgusted me was we got food and underneath the food we ordered in the bag was an open, half eaten cream cheese container. Especially in a pandemic that's so disgusting, we could not eat it. Having worked at a dunks what really upset me is the knowledge that they won't take trash from customers so that bag with half eaten food in it is probably from an employee who was probably eating on the floor near the food station where they would have made and bagged our food.

I called Monday to attempt to notify a manager bc that's very unsanitary. I was hung up on without speaking to anyone. 🤷‍♀️ won't ever...