Dunkin' — Restaurant in Peru

First time at Dunkin. Customer service left much to be desired and I waited 20 mins in the drive-thru. I thought, "okay, I work in fast food, I understand," but when I got to the window the employees seemed oblivious to the 10+ cars in the drive-thru. They were meandering around and operating incredibly slowly for no reason.

When I got to the window, I was given a total even though I paid already through the app. I politely told them I ordered online and they fetched my coffee but forgot my donuts. When I mentioned this they apologized and told me they were out of one of the donuts I ordered. I told them it was fine and requested another one. When they gave me my donuts, my boston creme was upside down and almost all of the chocolate topping stuck to the bag. I was told nothing other than "there ya go" so I pulled off and one of the employees said something along the lines of: "wait did I- oh whatever."

The pros? The coffee is incredibly affordable and doesn't taste that amazing (but it's still good) so I'm not tempted to drink it all in one sitting. I'm not complaining. Coffee is coffee. The donuts tasted pretty good too.

The cons, though? Everything else. Coffee may be coffee, but as a customer service employee myself, I observed very little effort from the employees I saw. I'm a patient man but with the way I experienced Dunkin for the first time, I'd rather pay the extra $3...

Another terrible customer service experience. My fiancé, flustered, after my son didn’t sleep all night went to go pick up our order we placed online. When he showed up at the counter, one of the two bags was present for the food we needed, and no one let him know. He walked out with just the one bag of food and drove all the way home only to have to then turn around with our one-year-old put him back in the car to go get the rest of the food. When i called the store to let them know, we had not gotten our second bag of food, and that we would be returning, the young woman on the phone was SO rude. She let me know that there WAS the second bag of food and “he didn’t grab it so???” I let her know we would be coming in for the other bag of food that we paid for and she promptly said okay and hung up the phone. After calling back I spoke to a delightful young lady who asked to confirm the order and let me know she had my name and would be waiting at the drive through with the bag for my family and I.

I understand there are stressful mornings at work, but if you choose to work somewhere that’s up early with the rest of the public maybe trying to implement the most basic of kindness and empathy for people PAYING for your customers service and product. Honestly...

Okay. I've been a long time customer to this particular establishment. They've always been hit or miss but the last couple months have been abysmal. Half a dozen of my stops I've been waiting for well over 10 minutes. One time I actually timed everything. There was one car ahead of me. 3 minutes until that car pulled forward from the order board. 3 minutes until someone took my order or even acknowledged i was there. 10 minutes before the car ahead of me got their order. And 3 minutes to recieve my correct order because they gave me the the wrong thing the first time. I went there just now and all I ordered was a black coffee. I paid for it and then sat there for 7 minutes and nobody was in sight. I just left. I don't even care about the money. I've had enough. This establishment may as well close. I don't know if it's the management, the help or both. Some workers are very nice and to them i say get out of there. The others act like they don't even want to be there which I'm sure they don't but can you just pretend like you're providing adequate customer service? I'm sure it's stressful but this kind of service...