Dunkin' — Restaurant in Rich Township

This, by far, was the worse experience that I have ever had at any DD in any state. I was there this morning ( 4632 Lincoln HWY Matteson, IL) and I just had to post this. The first red flag was that I was in drive thru and it was wrapped all the way around the store. People had been asked to pull up so that their order could be brought out to them. The employees were slow in doing this so it caused the entire drive thru to be backed up. I ordered two everything bagels toasted w/h cream cheese ON THE SIDE. I get my order and there was no cream cheese in my bag. Now remember, the drive thru is in gridlock so I had to pull over to the side and walk back to the window (it had been raining by the way). The lady, who claimed she was the manager, tells me my cream cheese should already be on my bagel. I tell her it is not. Then I tell her I requested to have this ON THE SIDE. She then tells me that cream cheese has always been put on the bagel and never given on the side. I know this is not true because I always get my cream cheese handed to me. She then tells me it is now "Dunkin policy", cream cheese has to be put on the bagel. I said since when. She says well I'm the new manager and we are now in line with "Dunkin policy". She says I can give you your cream cheese now though. I was holding up the drive thru and it was already backed up so I took the cream cheese and walked back to my car. I was fuming because I do not want DD putting cream cheese on my bagel. How would they know how much or how little I want on my bagel. This should be an option not required. I decided to call DD Corporate customer service. I felt they should know that I do not like this "policy". I gave DD corporate a call and I was told that there is no such "Dunkin policy". I was also told that some DD's are owner operated and could have their own policy. I have a HUGE problem with this. There is nothing wrong with owners having their own policies but when it impacts product expectations and presentation (delivery) it IS a problem. I told the customer service lady this: "I do not care what McDonalds I go to, if I order a cheesburger, it will always be the same. Franchise or owner operated." I also told her that I have a problem with being told a LIE as well. The so-called manager was untruthful to me when she told me about this "DD policy". I would hate to think that she told me this because of my race but I can bet if I were of another race, she would have given me my cream cheese on the side without the added lie. The customer service rep apologized to me. She took my number and told me that she would have a district manager call me. I do not know if I will get a call and I really do not care because I highly doubt that I WILL EVER patronize another DD again. If this is the way they run their business, I do not want their product. There are far too many places that I can go to for a bagel with cream cheese that will honor what I ask without all of the extra...Shame on you DD,...

I have been a loyal customer at this Dunkin’ Donuts for over 10 years, but my recent experiences with an employee named Elsa have been very disappointing. Every time I have encountered her, she has been extremely rude. The way she talks to customers is unprofessional, dismissive, and honestly makes you feel unwelcome. Instead of greeting customers with respect or even basic courtesy, she comes across with a nasty attitude that immediately ruins the experience. If she speaks to paying customers this way, I can only imagine how she treats her coworkers.

Her attitude is consistently negative, and it makes the entire experience unpleasant. Even at the drive-thru, she rushes you, barely gives you time to order, and acts as if you are bothering her by simply being there. It feels like she hates both her job and the customers who come through. With that kind of energy, it’s surprising she is even working in customer service, because she shows no interest in making customers feel welcome or appreciated.

This location used to be my go-to for years, and I always enjoyed stopping by, but because of Elsa’s behavior I no longer feel comfortable coming here. It takes just one rude employee to change the entire atmosphere of a store, and unfortunately, that’s exactly what has happened. Dunkin’ should really value and train their staff to provide good customer service, because people shouldn’t leave a coffee run feeling disrespected or like they’ve done something wrong just by ordering a drink.

I hope management takes this seriously, because no loyal customer should have to deal with this kind...

Customer service is horrible. I live right in back of the store but because of the poor customer service I will happily drive to Homewood to get my coffee. The last several times I've gone through drive thru I have not received a greeting. The cashier instantly tells me the amount I owe, takes my money and hands me my order, without even a thank you (even when I try to encourage a proper response by my actions of smiling and saying hello and thank you). The cashiers are to busy having conversations with their co-workers about how horrible management is to even notice my greetings. The last two occasions I've found out, through the cashiers conversations with their co-workers that management is "petty, doesn't know how to manage a store, doesn't get things fixed when management knows things are broken and request staff to text them instead of calling about issues at the store even though management tells them not to use their cell phones at work." I shouldn't know all of this. I try so hard to shop in my neighborhood, but when these stores are hiring workers with poor customer service I...