Dunkin' — Restaurant in Roswell

This is a lengthy review, but I believe it’s important for potential customers to be aware of the treatment they may face at this Dunkin' Donuts location, as my experience on February 21st, 2025, left me feeling humiliated and disrespected. The manager, Jose, made my visit a nightmare, and I feel it’s necessary to share what happened.

Around 9:45 AM, I went to exchange a mobile order that had been filled incorrectly. I had ordered half a dozen donuts through the mobile app: 2 strawberry sprinkle, 2 old-fashioned, 1 vanilla sprinkle, and 1 chocolate donut. Instead, I received jelly, butternut, vanilla cream, glazed, and chocolate donuts. I showed Jose my mobile order and the incorrect donuts in the box, but right away, he was dismissive of my concerns. As he made coffee for another customer, he barely looked at my order before claiming I was mistaken.

Jose insisted there were only four donuts on my mobile order (though there were six), and even though I showed him the proof on my receipt, and the half dozen donuts I received, he refused to check it. He repeatedly argued that his team would never make a mistake and said that what they give costumers is what is on the ticket, so it's impossible that my order was incorrect. It became clear he wasn’t interested in resolving the issue. He even claimed that if I returned the donuts, it would be a loss for the company, but I made it clear that wasn’t my concern. I’m a paying customer, and I simply wanted the correct order.

Eventually, he called over the young lady working the drive-thru to verify my claim. She didn’t know for sure but was ordered to prepare my correct order. The entire interaction was handled poorly. When I asked to speak with a manager, Jose told me he was the manager. I requested corporate’s contact information, but he said there was none and directed me to go online. When I asked for his last name, he refused to provide it, saying, “My name is Jose, I'm the only Jose here, I’ve been Jose since I was born in Tennessee.” When I pressed for the corporate number due to his unprofessionalism, he responded, “I don’t even answer to my wife, so why would I answer to you?” He laughed in my face and told me to “leave, get out, you’re not getting anything,” all while refusing to offer a refund or the correct order.

I left feeling humiliated, disrespected, and insulted. To top it off, he called me a "Karen". After involving the police, I was able to receive a refund, but the damage had already been done.

I reached out to the corporate office, and they contacted the district manager or owner of this facility, who assured me an investigation would be conducted. I sincerely hope the investigation results in the appropriate action. This isn’t an isolated incident — multiple Google reviews online share similar complaints about Jose’s appalling behavior toward customers.

As someone who has worked in customer service myself, I understand how challenging it can be. However, no matter the situation, it’s crucial to remain calm, professional, and respectful when handling customer concerns. Jose's behavior was the complete opposite. He is not a good representation of leadership or what a manager should be. This all could have been avoided if he looked at my receipt and took my concerns seriously, rather than dismissing them.

I have been a loyal customer of this particular Dunkin' location my entire life since I've lived here my whole life, but after the way I was treated, I will no longer step foot in this store. My family and friends have shared similar stories of poor treatment from Jose, and they too have stopped frequenting Dunkin' because of his actions. I hope the managers and owners of this location take this matter seriously, as Jose is tarnishing the Dunkin' brand and...

I always wondered why some places don’t hire teenagers. Now I know why. I forgot to look at name tags but I know there’s similar reviews about the girl working for the drive through with the headset. First, there was only 2 teenagers around 15-16, working as far as I could see. I ordered a small ice matcha no ad ons, and bagel bites. Simple enough right? My two other friends ordered just drinks and go theirs right away, while I had to wait for my drink. After my friend (who ordered after me) got hers, both of the workers disappeared to the back. After waiting about 10 minutes for my drink I figured they forgot, since the store was pretty empty, and no other people waiting, so I started getting worried because there was nobody there, and I was really in a rush, and not to mention it was pretty hot, the ac didn’t seem to be working, which sucked because this is mid July. So after my friend yelled loud enough for someone to hear, the girl with the headset came out, asking what I wanted. Already off to a bad vibe but I absolutely love being kind and understanding to workers, I hate Karen’s myself, so I didn’t say anything. I asked “Hi, is my drink being made right now?” And she responded with a face and an adittude, telling me I DIDNT order a drink, which is kinda hard to forget since there was three of us with simple orders, but she was denying it like she was more sure of it than her own last name. Mind you, they still have my receipt, so I pull up my card charge which literally says in fine print, a $9 charge from dunkin that exact day and time. Even tho I showed her and her co worker my card she’s still going on about how I didn’t order a drink because she “doesn’t remember”. Hello?😭 I have a clear proof of a simple bagel bite and drink order I made, so I said like “you guys have my receipt, and I have the proof right here” very calmly and kind because I hate being rude to workers like that, but this was really pissing me off and just rubbed me the wrong way, because I know your not getting paid to sit around and hide from the customers just to deny something that simple. Anyways after the guy looked at my card charge he said “yeah I remember she did order” and started making my drink, after 20 minutes of waiting in the mid July steamy heat. I know this review sounds absurdly long and exaggerated but you have to understand that, nobody is holding these teenagers hostage to be working. You’re getting paid money to do your job right, I’m not asking for special treatment am I? I shouldn’t have to fight for something I’m paying an already inflated price for, can I at least get my drink made by someone who isn’t a teenager with a stank eye and an adittude? I don’t need you being hostile because I suggested you...

Horrific experience. One of the employees yelled at me, threatened he will call the police to drag me out, and told me to never go back to this store again. I waited 20 minutes for a latte (yes, 20 minutes!) until a man came and asked me "what was your order again?" After which I proceeded to wait for another 5 minutes. Finally, I told them "It;'s been 20 minutes, I need a refund". The manager on duty insisted that I was being rude and told me to wait because he was "busy" at that point it's been 30 minutes. Everyone who lined up behind me got their sandwiches and I still didn't get my latte. Finally, I told them I wanted my refund right away, in which he SHOUTED at me that I was being rude and I needed to wait.

The group of men sitting at a table walked over and talked to him to tell him that I was not being rude and he needs to not talk to a lady like that. After 30 minutes!! he told me that there is a mistake on my receipt and someone calculated it wrong. He fumbled with the cash register for another 10 minutes. I told him to go by the number of the receipt and he FLUNG the receipt at me and told me that if I tell him to give me the refund one more time, he will call the police on me, drag me out, and to "do him a favor and to never come back to this Dunkin Doughnuts" again. He even told me that he doesn't care if they watch the video surveillance and gave me his manager's phone number to say "go ahead and call the manager" if I wanted to. He didn't seem to mind at all. The men at the other table began to talked about how they felt sorry for me. I don't think anyone working here knows what they are doing.

I have never felt SO mistreated and degraded when I was the CUSTOMER, all I did was trying to get a cup of latte. DO NOT go to...