Dunkin' — Restaurant in Rochester

Made an order on the app went to pick up my order the drive thru was packed per usual park to go in and grab it and was told I couldn't come in I had to go through the drive thru and then they put a sign on the door. As I was backing out of my spot another car pulled In and went to the door as they were putting the sign on the door they let this person in the building. Needless to say I called to cancel my order when I called I got handed around to multiple people who couldn't assist me in canceling my order. Finally got Lisa who was slightly rude and kept talking over me when all I wanted was to explain the situation and ask to cancel my order ( and then they couldn't find the receipt) by this time I'm even more upset she told me she could give me a gift card to which I said I don't plan on coming back so I really just want my money back. So I had to wait in the long drive thru for a refund. Usuallyyy it's a good visit aside for the long wait but this visit just made it not worth spending my money...

Sept 2021 (As a follow-up to the Dec2020 Review); The place has improved significantly in my experience. I have since gone multiple times and have encountered different and much more friendlier staff. Proper order taking and completing. Professionalism was apparent! Thank you Dunkin! Can't give half so I'll round it up.

Dec. 2020 Review; Extremely RUDE employees. Was talking to one who abruptly handed me over to another employee. When comfronted with this disgusting attitude they started making up their own discount and deal rules. And yeah no masks! Perhaps their just waiting to be shut down, but then again this is typical for this location. VERY TYPICAL!!! Downtown DD is the way to go, these employees are ruining the few good things...

Made an online order ahead of time and used the drive up window. When I got to the window the man apologized and explained that our order was given to the wrong car by mistake. It was extremely busy so I understood and told him it wasn't a big deal. I gave our order again and the man running the window remade it while we joked around. He was very friendly and executed the art of recovery perfectly... 5 stars!! As I was about to pull away another employee (manager?) wearing a headset came to the window and started yelling. He said in order to get hot food we had to come inside to order or order at the window. Not once had I complained so I'm not sure why he felt the need to yell at me or make it seem like their mistake...