Dunkin' — Restaurant in Phoenix

I visit this location on a regular weekly basis for breakfast on the way to take my child to gymnastics class. It's something we look forward to that's become a weekly treat for us since my kid really likes the hashbrowns and munckins. I order the same exact thing every single week using the mobile order app. I often order my coffee with "less" ice, which is an option in the app, and only about 30% of the time do I actually get the lite ice I ask for, which always annoys me since the ice waters down the drinks which is why I order "less" ice in the first place, but this was never enough to make me stop coming to this location. Today changed that, I ordered the munchkins, like I do every week along with my other items. I understand the store runs out of items and the app may not reflect that something is out, which happens. Usually, someone will tell me at the speaker that they are out of the item I ordered and offer something to replace it. No big deal. Today they were out of munckins, again no big deal, the issue was in HOW they handled it. I get to the drive thru and not once did the cashier tell me that they did not have my full order. She handed me half my order, yet I was still being charged for the full price of my order, and that was it. If I had not checked the bag I would not have noticed I was missing half my order. I sat in the drive thru window waiting for the cashier to return and had to tell her I was missing the 10 piece munchkin donuts I ordered. She responded with "we're out of munckins". Okay, well then why would you not say anything and where is the refund, where is the receipt showing I wasn't going to be charged for something that I already prepaid for? I was instructed to call the customer service number in the app to ask them about a refund. I told her I would not be doing that because if my receipt shows I paid for something, how does customer service know that I'm not lying about not receiving my full order. How would they know that this store was out of a specific item. Your system shows I ordered, paid for it, and received it. I asked if I could just be refunded in cash for that one item, she got the manager or supervisor, whoever was in charge this morning, who said no, they could not help me with the refund, and I quote "you ordered from the app, all we do is hand you the food you order." It took me arguing with him again a second time about not receiving my order for him to say he can give me two donuts in exchange. I don't know if management has changed, or if there are new employees, but that's not how you handle not being able to fulfill a customer's order. You don't hand them half their order and not say anything about items missing, hoping they don't notice, wait for them to drive away, and then offer no solution when they do notice. So yeah, from now on I'll be going to the Starbucks next door or Dutch Bros, because for the employee's AND supervisor to fail over something so small and simple that could have easily been rectified, is...

This was a horrible experience, just thinking about it makes me cringe. The wait was ridiculous especially since I ordered on the app. The drinks were made incorrectly and the employees were rude. We were running an errand across town and I forgot my cigarettes and he wanted coffee. Perfect kill 2 birds one stone Bethany and I-17. Ordered our coffees on the Dunkin Donuts app. My hubby dropped me at Circle K, went next door to Dunkin. Waited 5 min he never showed up so I walk over. He was inside (8 cars in DT). I walk in look at him, he shrugs, I ask about our drinks. We ordered 20+ min ago by now. Employee said short staffed, (my Dunkin same amount of people 6 np). Two ladies walk in order donuts and coffee they are warned it will be a long wait. They get their order and are leaving, I'm like "HELLO" where are our drinks. Finally get them they look ok we get on the road, take a sip and mines not correct. I look at labels (good to go) zmy hubby's looked a little darker than normal, but this is Dunkin. All I do know is that I'm deathly allergic to nuts and his is Butter Pecan (not sure if that matters with flavoring but now's not the time to find out) and fake sugar which will put me in ER with a nasty massive migraine. He is diabetic so I don't want him drinking his, who knows whats in it (he said tastes good). Our errand had an appt time, a 30+ min stop was not factored in our original itinerary. Who knows how long it will take to re-make our drinks; 10 min, 20 min an hour. We drive backwards 9 miles (18 round trip). I advise them of the situation and give them our drinks. I overhear a worker arguing that she made them correctly. Drinks are re-made, oh yeah they don't look anything like the ones I was originally given. I really really really wanted to say to that little girl "Ummm those look nothing like what you originally gave me, so pretty sure you did it wrong". I of course did not. The inside was un-kempt. Overall, my 2 (20+ min) vists for what should have been a 3 minute drive thru vist was below subpar. I really hope they were just having a bad day. There are sometimes very real and serious consequences to not doing your job correctly. I would have been in the ER and possibly dead, if I had actually...

I just went thru the drive thru at 2420 W Bethany Home Rd Sunday 1/19/2025 9:00am, there were 4 vehicles in line in front of me, as the vehicles were moving up after ordering, I noticed as 1 vehicle leaves the window, then the vehicle at the drive thru menu orders and this went on until I got to the menu, as I was waiting to order, 2nd car left the window with their order, then the 3rd car left the window and no answer at the menu board, the 4th vehicle gets to the window, I say "hello, is anyone there" 10 seconds later I hear "sorry about that, what would you like" as I am now placing my order of 2 bacon, egg and cheese sandwiches, the 4th car leaves the window, after all that time waiting for the drive thru employee to take my order, I get to the window and tell the lady there "tell the drive thru employee to start doing their job, were sitting back there, no "I'll be right with you" just dead silence and she tells me he is and they have orders ready, well she lied, I waiting even longer for my order and I see employees thru the window talking, laughing, just walking around, she doesn't come back, a male employee brings up my order and just says "have a good one" WHAT THE HELL IS THIS! ABSOLUTE 0 CUSTOMER SERVICE OR AN APOLOGY, and no napkins in the bag with my 2 sandwiches. A well known company Dunkin Donuts and this is how paying customers are treated??? What, Dunkin now doesn't give napkins with your order, you have to ask now??? Is there a manager running this location? Are they just as bad as the employees? Pay attention to your customers and do your job, put your phones down, quit talking as if its a lunch break. 7 vehicles all in total were behind me now waiting to order due to this unprofessional service from these employees at this location and shame on the manager for failing to do their job and knowing what and how valuable a customer is! I WILL NEVER GO TO DUNKIN DONUTS AFTER THIS EXPERIENCE DONE TO ME THIS MORNING AND THE CUSTOMERS BEHIND ME WHO HAD TO ENDURE THE WAIT...