Dunkin' — Restaurant in Rockford Township

So this afternoon I experienced some exceptional customer service, the likes of which I haven't seen in some time.

What started out as a complete fail, was immediately identified by what I presume was the store manager, and swift action taken to correct the situation.

I stopped this afternoon to buy a dozen donuts to take to work in the morning (I leave at 4:00am, so they are not opened yet, otherwise I would prefer to get them on my way to work). As I walked in a customer was walking away from the counter, the young lady behind the counter stated "I'll be right with you" and stepped away from the counter. I stood there for what felt like at least three to four minutes, while I observed several people moving about behind the counter. At first I was ok with the wait, because I was surveying the options, but after standing there for two to three minutes waiting knowing what I wanted, I got annoyed with the situation and walked out the door, got into my car, and started the engine. The manager came running out of the door and stated "I saw exactly what happened to you in there and I would really like you to come back inside, I will pay for your meal". I hesitated for a moment, and the manager stated, "please let me make this right". I shut off the engine and got back out of the car and as I was walking in with the manager I stated "I don't know if you really want to buy my meal, I was planning to get a dozen donuts". He stated, "that is no problem, I'm just glad you agreed to come back, I have a new employee working today and she is still learning".

Once inside the store the manager got someone to immediately take my order, and oversaw the exchange to ensure I was satisfied when I walked back out the door. He even threw in a cup of coffee at no charge as well.

So, Kudos to this manager for taking the time to care about how his guests are being served, and immediately taking action to improve my perception of...

Just moved here and this was my experience. Asked for 2 old fashions. They are out, (isn't this a donut place?), so I order 2 Bavarian cremes and a steak sandwich on a croissant and some hash browns. While I'm waiting for my sandwich order I look in the bag and see that they have just tossed the 2 Bavarian cremes in the bag without the paper wrappers and the chocolate icing has smeared all inside of the bag. Wanting to preserve them as much as possible I very politely ask her to please wrap them in the paper. I get the bag back and she has thrown the paper on top of the donuts. I sigh, but just decide to move on from the experience. I wait for several more minutes (probably between 8-10) and I have not yet gotten my sandwich order. What must have been the manager or a supervisor grabs a bag that has been sitting near the drive through counter for about 5 mins and looks at the girl filling orders and says, "When you have orders for customers that are waiting, you have to bring it to the counter and not just sit it here." Then she hands me my order. The girl making the sandwiches, gives her a look then just goes back to work. I say nothing and just leave, glad to finally have my order finished. I am still not upset though and just want to get home so that I can have my steak, egg and cheese sandwich on a croissant and some hot coffee. So i am sitting here writing this while I am eating a steak, egg and cheese sandwich on a BAGEL. A BAGEL...I almost drove back, but why waste the gas and add insult to injury. Maybe it was just today. I will try again on a another day. If it is the same, I will find a different Dunkin'...

This is THE ONLY Dunkin Donuts that I've been to that does not do pup cups for the customer's dogs and I've been to quite a few over the years. I even offered to pay for it and they still refused! It's literally just a bit of whipped cream in a tiny little sampler cup. Or a mini Dixie cup, whatever the itty bitty, baby plastic cups are called.

My poor, old dog was so happy when we pulled up to the drive thru because he knows that Dunkin means that he gets his favorite treat! He cried in excitement all the way up to the window and stared at the cashier with that anxious/excited look in his eyes until we started to pull away. The disappointment was unreal.

I'm sure this may not be a big deal to some but my dog has been my best friend for the entire 12 years that he's been alive. The fact that they "don't do pup cups" is absolutely enough to make me never bring my business back to this particular store again. I mean, honestly... I was at a different Dunkin about a month ago and while they did charge us $1 for his pup cup, they legit gave us a regular Small sized cup filled to the brim with whipped cream AND they even put 4 donut holes on top of it for him! This location wouldn't even let me PAY THEM for a tiny, tiny cup with just a little bit of whipped cream in it.

Absolutely ridiculous. I seriously won't ever come back here because of...