Dunkin' — Restaurant in Pottstown

I will never step foot in this place again, which is a shame because I used to go daily. It appears the management has changed. The drive-thru is ungodly slow and the line is constantly backed up onto High Street. Therefore, we started ordering via the app for in-store pick-up. My husband places the order and I go to pick it up. However, SINCE THE NEW MANAGEMENT, I have NEVER been able to go and simply pick up my order. There is ALWAYS something missing (usually the donut), so I find myself having to ask (and wait!) for food I have already ordered and paid for. Today, the donut was missing again… no surprise. I asked for it, they couldn’t find our order slip, so they asked me what type of donut. I explained that my husband placed the order for the donut so I’m not sure. I said he likes jelly and glazed and asked if they’d be willing to give both to cover our bases (and due to the inconvenience). The very nice young woman obviously didn’t feel comfortable doing that, so she gave me a jelly donut. I was about to leave when I saw who I believe to be the new manager, so I explained the situation to her. She made me wait while she reprinted the order slip, then proceeded to tell me that they do not have the donut he ordered. Fine; understandable when there is mobile ordering involved. However, this is also NOT the first time that their solution to the problem was to just hand over the bag thinking we wouldn’t notice that food we paid for was missing! The last time it was a sandwich (approx $5!). Essentially, I constantly find myself having to ask (almost beg) for food I have already paid for! Infuriating! Meanwhile, the manager could have diffused the situation by giving me a free glazed donut (g-d forbid! a donut costs 12 cents to make!)… but instead she chose to start discussing my situation with other customers and telling them that I’m asking for “free stuff.” Very unprofessional. I see I am one of many disappointed by this location and the new management, but still wanted to share...

Being that this is the only Dunkin in the area this place could use a serious overhaul whether it be a new easier accessible location, more staff, & maybe a how to make coffee refresher course. Coffee always tastes bitter and burnt & is not correct I started going farther for better coffee and service. They're clearly overrun with the amount of drive-thru orders that traffic backs up onto the main roads causing unsafe traffic conditions. The gentleman who works in the morning I assume to be a manager is always very rude as if your occupying his time ( last time I checked you were at work and you are providing a service to people) I accidentally ordered my to go order for walk-in, when I pulled up to the window he was clearly annoyed and demanded that I get out of line, park my car, come in & grab my coffe. All he would have had to do was turn around and grab it. The short blonde woman who also works in the morning is always very pleasant she greets you by name ( if your a regular) and knows you're usual order. Perhaps if the person assisting people at the counter pitched in to help with mobile orders it wouldn't be such a problem. Maybe I'm a little spoiled moving from and area that had a Dunkin every 5-10 miles and not one every 25-50...

The drive through is always backed up into the street. To avoid the line you can go inside to order, but you'll be waiting twice as long. The employees walk by you several times without paying you any mind. They avoid eye contact, no one greets you. They spend their time stocking items that are already full, wiping down counters that look clean, needless busywork - without serving you. Once you can finally order - for example my go to is a simple cup of coffee paired with a donut - they don't just get you the order. They walk away and make you wait again. Other customers have been standing waiting for their orders before you even have walked in. They tend to get A LOT of orders wrong. Just this morning, they gave a woman a hot breakfast sandwich without any bread because "they ran out". But they prepared the meat and cheese and handed it to her in a bag without telling her first. Someone else asked for a hot coffee, and received an iced coffee. Another person was served plain coffee when they asked for flavored. When I finally received my coffee, it tasted burnt. I'd like to say they were just having a bad day, but over the past few months I have come here, it's always a similar experience. Stopping here was a total...