Dunkin' — Restaurant in Rosenberg

A complaint I have towards a manager named Hannah at the Rosenberg location!

I came to dunkin around 1:30pm on 09/13/2025 and I ordered a large iced matcha latte with 2 pumps of brown sugar and 1 pump of butter pecan syrup with light ice. I specified while I was ordering that I didn’t want a lot of ice because usually half the drink is always ice and nobody wants to drink a watered down drink. I always have this problem even when I order light ice, they still give me so much in my opinion. I always have to return my drink when it comes to that because I’m not sure why it’s difficult to understand light ice and that’s a very irritating thing to do everytime you come somewhere but today is what really made me do this review. I also emailed corporate about this because my experience today was ridiculous!!!! So again, that was my order and I pulled up to the drive thru window and gave the cashier my money and she gave me back my change. One of the employees brings me drink and I again proceeded to tell her that is way too much ice, I don’t want that much ice in my drink. She goes and brings me back my drink with light ice as I stated but half of my drink is gone. That’s how you know my drink was FULL of ice!!! All she did was pour ice out the drink that she had initially already gave me which is ridiculous of how much my drink was missing now. I looked at her and said there is no way you’re about to give me my drink with half of it is gone… she said that she cashier was supposed to tell me that I needed to pay extra for them to put more milk in my drink if I wanted light ice. I have never in my life heard someone tell me this before, mind you, I come here almost 4 times a week before I go to class and this is the first time I have ever heard someone tell me this… I proceeded to question like I have never had to do this, why do I have to pay for that and that I wanted to speak to a manager. She said she was the manager and I said there’s no way you’re a manager and you are giving me my drink half way gone like that and I told her to just give me my drink because I wasn’t going to argue with her more then that because she was most definitely wrong the way she gave me my drink. She then went back to “fix my drink” because she realized how irritated I was already and just wanted to leave. She then came back with my drink and I just knew all she was going to do was add milk and my drink was barely even going to taste like matcha itself anymore, just going to taste like flat out milk. This would situation irritated me and I will never come back to this location again. I’m going to upload a picture of how I received my drink because this was just mind blowing of also how a manager went about this. The managers name was Hannah! The picture I’m uploading is literally 2 minutes after I got my drink & I took 1 sip out my drink and this is how much was in there!!!!!...

The quality of the food and drinks were fantastic but the customer service needs a little work.

Kudos to the team for how good the food was. I wasn’t expecting the quality to be so high.

Placing our orders at the register was an interesting experience. The cashier was overall decent and wasn’t really rude but the frustration in that interaction came from a combination of lack of knowledge/experience in the products and talking so low that my party had to ask to him to repeat himself several times. SAY IT WITH YA CHEST MA BOY!

Now, not knowing everything that is on the menu is okay. No issue with that since that takes time, especially when you’re a newer team member. But we should always follow up with a “but let me ask and make sure” or with a “let me find out for you”. Simply stating that you “don’t know” therefore leading to a “so I can’t make that” when asking if they could make something particular is a bad look and reflects on leadership’s training.

I do want to highlight Mackenzie who was nearby to save the day! She picked up on the visible frustration we were experiencing and stepped in to help guide the interaction to a more positive experience.

Whether Mackenzie was the team/shift leader, part of management or just an exceptional team member you can tell she had the necessary skills and knowledge to deliver a much better experience than we had before she had to step in.

Thanks...

Horrible. My last visit left me without a refunf but also without any of the items I ordered from the app.

I understand growing pains from being a new location but I have ordered here 3 times over a month and every time it was a pain.

First time, they were struggling to make drinks right and there was a line of 4 cars (me included) to the side waiting for the staff to bring drinks while serving other drive thru customers. Took 20 mins to make 5-6 drinks total while they weren't busy at all inside.

Second visit they mixed up orders and didn't know who ordered what and by the end when I got my coffee it was disgustingly sweet (too many pumps of flavor). I could barely drink 1/4 before it became too much.

Third (and last) time was just know. I ordered a basic drink from the app menu and a donut. I got to the drive thru and the lady tells me they cannot make most of the drinks, they also do not have most donuts. Ok... can I get a refund? No, she cannot give me a refund and I need to figure that on my end online. I check the app and there's no option to cancel the order or get a refund. I let her know I'm not sure how to do that and she just hands me my receipt , no items and tell me to move along because there are cars behind me. Lovely.... never...