Dunkin' — Restaurant in Rockwall

I hate going to this Dunkin' location in the evenings because the customer service is consistently awful during that time by the teens that work there. The evening and weekend shift is usually run by a group of teenage kids who have very poor behavior and attitudes. One of the worst experiences I’ve had was with a girl who had red braided hair (not sure if she still does), but the attitude and lack of professionalism from the evening crew has been a constant issue. That said, I want to give credit where it's due. I went again this evening and was genuinely surprised by the service I received. Jackie greeted me at the speaker, kindly repeated my order, and apologized at the window for the wait, explaining they were short staffed. She handled the situation with grace and professionalism. Adam, the teenage boy who handed me my drinks, was also very polite, addressed me as “ma’am,” and wished me a good day. He is a clear exception to my usual complaint about the young staff at this location. Adam’s behavior was very respectful. Thank you to Jackie and Adam for your exceptional customer service. Even under pressure, with only the two of you working, you both kept your cool and treated customers with respect, something that’s been sorely lacking during other visits at this location. The two stars I’m giving is because there were two polite employees, otherwise it...

I came to this location and im sure I came on a morning that had the best morning crew to date! I always see different faces when I go and yes I will say every interaction with the drive thru employee has been all completely different. On 11/14/2024 around 9am, this crew was most certainly the most memorable 1 hands down! I dont come too often but I just had to try the new holiday cookie signature drink and with a couple of customizations, and I will say my drink absolutely did not dissapoint! The service was so fast, I asked for help on where to locate my barcode for my points and the gentleman at the window was just extremely patient and helpful! The drink was amazing and made perfect! It was all smiles when I told him it was such a great drink and they did so well! He then told the crew and everyone came to the window and Im sure not everyone may have or had this experience here and I hope everyone does at least once. They made my entire day! The manager and her crew went above and beyond to give me the best interaction and service and I could not have asked for a better visit! I hope I get the names correct, Riri, Christian, Rafael and everyone else that morning were just all smiles and friendly! Thank you so much for just simply being amazing and kind to me! If Thursdays are the mornings to start coming then you will...

3 times I have given this location a chance. 3 times they have failed.

The first time was when they got my iced drink order wrong. They did not add the flavoring I asked for. Which to me, not a big deal. I'll move on.

The second time, I ordered hash browns and paid for them, and they did not give me them. So, I was slightly annoyed, but okay. Maybe they were having a bad morning. I didn't discover it until I was at work, and it was too late by then.

The third time, I sat in line long enough to make me late to work. There was some sort of disagreement with a guest and staff. So, I dismissed the delay. I ordered a turkey sausage sandwich on the English muffin. I got to work after already being late. I went to open up my sandwich wrapper, and the sausage pattie was completely missing.

I've worked in QSR and FSR restaurants, and the lack of getting simple orders correct really blows my mind. Plus, they appeared to be understaffed. I will not be wasting my time at this location again. They should consider hiring more people. At the very least, more qualified people to do the job.

What a...