Dunkin' — Restaurant in Purcellville

9/20 Update: Still 1 star. This time I ordered a veggie sandwich. I arrived and they told me they had none and had put regular egg. I mean it doesn’t get worse than giving the customer what they did not order and then asking them if that’s okay. That’s never okay. There’s only two choices. I decided to eat it I’m not vegetarian. But at least give me a free donut. I mean you already don’t even put napkins in or salt and pepper or any of the basics. Geesh. This place is by far what Dunkin establishments are supposed to be.

5/18 Update: I removed a star because today in store the service was so slow and poor. They took almost 10 minutes to get my order in and needed two people to figure out how to enter a croissant into the system. Then they forgot my bagel and made my coffee wrong! I had to leave so I just took my food and walked out the door. This store has so many problems. It could be worse but if management is looking at any of the feedback left on their website they should hurry and train or bring someone in to figure out what’s the issue. I’m just going to talk to the manager next time. When I have time!!!

You can’t make this up. If you’ve been a Dunkin’ customer for years this is a new low. I’ve been going to this location since it opened and it consistently has a bad reputation for not making sure they have menu items available during the day/night. It almost never fails they have 1/2 the donuts ready to serve. And it’s not that they are making them they simply just say they’re out of them. To make matter worse they giggle when you ask them what do they have? They think that it’s a laughing matter for customers to walk away unsatisfied over and over again. Simply because there’s no care for keeping a consistent level of customer satisfaction. Ensuring this is clearly not one of...

There was a 2 Signature lattes for $6 on the menu, and the store manager refused to honor it because the promotion expired. However, the sign was still up, so we were confused as to why it was still up but theyre not going to honor it (when I worked at Dick’s sporting goods, they along with practically every other store has a policy about honoring a sign because that’s not the fault of the customer, that’s the fault of us for not checking the sign). The manager Tasha was so unbelievably rude about it, clapping her hands at us saying there’s nothing she can do and it’s not her fault. The person taking our order was caught in the middle and I felt so bad for him, he had nothing to do with it. We wouldn’t have had a problem with the menu change if it were explained calmly, and if Tasha didn’t have such an attitude like we were genuinely causing her emotional trauma for asking questions. I’m very empathetic to service workers, as I’ve worked as a sales associate and customer service rep for ~5 years. But no matter how bad my days got, I wouldn’t have acted out like that to any customers. When we asked for a refund, she snapped again and took 7 minutes to return to the window. When we asked for her name she laughed and just said, “that’s not gonna get you nowhere”. And based on other reviews, I have a feeling that this woman truly believes no one is going to reprimand her for her behavior and she’ll get...

I hate to say it, but this location has continued to get worse each time. The last 2 times have been extremely slow and wrong orders. Today, we ordered on the app for drive thru before going out of town. We ordered about 5 mins before joining the drive through line. When we got to the window to let them know we had a mobile order ( the intercom was broken) the guy tried to give us someone else's order. When we told him we had a mobile order, he slunk back into the window looked around and gave us our sandwiches. Then we had to explain we needed the rest which was donut holes and drinks. He then stated they were out of the pumpkin donut holes we ordered and paid for and so we asked if we could just get plain to go with our assorted ones we also ordered. Then he forgot the drinks. Im sure he was having a rough day, but he didn't have good customer service, was huffing,and never apologized for the confusion. Very off putting and rude behavior. I had to show him my phone to prove we ordered them and what we wanted. When we started driving, we realized that my coffee was cold and the had only given us 16 or our 20 donut holes. Will be a long time before I come back. (The time before last... the guy taking orders was trying to be funny, but it actually caused my order to be wrong and confused the lady handing it out at the window). This American will not be running on anything from this...