Dunkin' — Restaurant in Rochester

I don’t like leaving bad reviews. The staff here has always been really wonderful to us. However the manager we dealt with today was terrible and has no business in customer service. Part of our mobile order wasn’t available. 9 dollars worth. Fine no big deal. We ask if we can get something in its place and the manager okayed 1 wrap and that was it. We all know those are only around 3 dollars. We ask to speak to her at the window because she was very clearly not wanting to help us. Get to the window and she makes her staff member deal with us. The associate was willing to help us and comp something of equal value. She starts to put it in the computer and the manage immediately comes over and makes her stop what she’s doing. She closed the window and after 10 minutes of sitting in the drive thru(they were not busy at all) it appears she finally gave in and our comped item came out. We heard her complaining about us the entire time our order was being made as well. If this was only a couple dollars we’re talking here we wouldn’t even have bothered having it addressed but it wasn’t. This isn’t even about the money or the food at this point it's about how terrible the manger was to us and to her staff. This was 04/22 around 1:20 pm at the S Main St location. The manager was a middle aged women...

I ordered otg with my kids about 5-10 minutes before we got their (we were walking) first off the women working were all bickering and in TERRIBLE moods. The customers were sitting at tables and talking but all I could hear was the older woman at window speaking down to the woman making drinks.. 15 minutes after arriving I still stood waiting at the pick up counter. I didn't wanna touch the drinks or bags if they weren't mine so I checked to make sure I was at the correct dunks. I asked the darker skinned woman if they got my order she looked at me like I was annoying said nothing turned my drink and food bag around went to walk off and I said I had a donut and munchkins she sighed loudly grabbed the donut and threw it on the counter I said are the munchkins in here she rolled her eyes and grabbed them. I WILL NOT go to that dunkins again idc how close it is to my house their attitudes were TRASHY AND UNPROFESSIONAL. mind you 2 managers walked in and went straight out back while all the employees looked like they hated their lives. Maybe change the management or change the crew because those workers are miserable women. I feel...

Placed a curbside order (2 coffees, 1/2 dozen donuts) on a the app on a Sunday morning. Sat in the curbside pickup parking spot for 20 minute before calling & asking on status of my order. I was given such attitude by the employee who answered the phone, saying ‘it’s probably in here on the counter, we’re short staffed’ which I understand the staffing issue but still an annoying and inappropriate response. But a curbside order is a curbside order. I go in and find the order is NOT ready. No donuts pulled, coffees not made. Then I was told one of the coffees ordered isn’t even an option anymore, to which someone else responded ‘yeah I was waiting for her to come in to tell her that!’ I reminded the team this was a curbside order and curbside orders don’t come into the store. Finally got my order after 30 minutes. No apologies, all attitude from the staff. Not impressed. I understand being short staffed, but some basic problem solving and communicating skills really need to be...