Dunkin' — Restaurant in Rowlett

There's a clear reason the rating for this store is currently 3.6. I went into the store this morning to get a coffee and breakfast. I waited in line inside, very patiently. When it was my turn to order, I told the young lady (probably new) at the counter what I wanted. Might I add, I said it at least 3 different times. She couldn't find my food order which I asked for an egg and cheese wrap with bacon. When she finally found my food order after a minute or two of looking, she said well you have to choose one. Instead of complaining that I had already chosen one, I repeated what I asked for originally for a 3rd time. This was the same scenario when I ordered my coffee. Again, I didn't get mad or anything. I just repeated it for her. I paid for my order and stepped to the side to wait for my order. The young lady at the counter took the next guy's order and made his coffee. Minutes later, she asks me what I ma waiting for. I said well you took my order. My food and coffee. A white woman employee kind of glared in my direction, maybe she didn't like what I said. The young girl looked through the orders that were in front of her. I'm guessing she didn't see mine so I handed her my receipt. She said something like okay. She walked away to help drive thru and minutes later someone called out my food order. So now, I am waiting on my coffee. A few mins later the young girl asked what I was waiting on again. I said what do you mean. You took my order at the register. I stepped closer to the counter and said listen I understand if you are new, just say you are new and I'm sorry. The white woman says it's her job to ask you what you are waiting on as I was telling the young lady what I was waiting on. I looked at the white woman as her back was towards me and said you don't even know what happened at the register. This is not about her asking me what I'm waiting on it's about her not knowing when she took my order. So, the young lady then said well your coffee is right here......This is the same coffee that had been sitting there when she checked the first time! All she had to do was say that the first time and I would be gone. But again, she doesn't appear to have the best memory even though I was the 2nd to the last customer she helped. By now, my drink is watered down. So, I stormed out of the store because I was now angry because this Supervisor or Manager (white woman) has no idea what happened previously at the counter and wants to take up for an employee without knowing the whole story. As a new customer, how am I supposed to know where my order will be? So they make an assumption everyone knows when and where to pick up their order or when it is ready? I feel like that is the case here. There is no humbleness at this location. After I get to my car and realize I did not grab a straw, I walked back into the store to hear this Supervisor or Manager was talking about me to customers, saying she wasn't listening. I immediately said to her, it is unprofessional to talk about another customer to other customers. Teach your people the menu!

And what is it that I should have been listening to??? It is clear you couldn't and didn't listen to hear or know what was going on with me as a customer.

Be better!!!! Do...

Heavily displeased, annoyed and dissatisfied with this location and app! Never have I seen nor experienced such lack of customer service by a manager! I placed an order this morning on the app over $19 and checked many times I had chosen the correct location. After confirming the location I inputted the address on my gps and headed that way. When I walked in, I didn’t see my food and the girls there mentioned they hadn’t received my order. When I pulled it on the app, for some reason it placed it for the centerville location. The girls said it was fine and they could still make my order. I received a message from my manager saying she was running late so I waited until they made it for me. When I asked if they could make it, the manager Rayshawn came out and said he had to confirm with his supervisors to see if that’s ok. I don’t see why it would be an issue but I understood. The whole time he was just on his phone, sending messages and making calls while looking at me like I didn’t matter and being dismissive. Not once did he show sympathy, apologize for the error or offer me an alternative. After walking away for a while and coming back he said if it was just a drink he could have them make it but, bc it was $19 worth of food he couldn’t. So you’re telling me if I only paid $3 you could compensate me but, bc it’s $19 you can’t do anything!? Unbelievable! I have to drive to the other location and have them reimburse me bc turns out the other location isn’t a franchise?! Unacceptable! He just looked at me with a disdained expression and couldn’t help me out nor was he willing or sympathetic. I placed the order again and paid for it in store to only arrive at my job with my order still wrong. 2 sandwiches and 2 donuts was apparently too much bc it’s not like they had customers in store but one. Worst management I’ve ever seen and...

I have been a LOYAL customer of DD for years. However, I have had the worst experience with this location. I recently placed a mobile order to this location. I paid almost 25 bucks for this order. When I get there, I get told that they were out of stock of the food I ordered.

1st off, why does the app even allow a customer to order something that is not available??

Going back to that day, I ask for a refund. The staff looks so confused. They obviously don't know how to process this, which means there's a gap in training. I get told that I need to use the app to contact the company in order to get a refund. I have never experienced this, where the store cannot process refunds, even if they order was placed on the app. Not only did I leave without my food, I also left without my money and I have to take the time to contact the company directly??

I do just that, I call the company and the hold time is 25 mins. Needless to say, I reached my destination before I was able to speak with anyone; I was going into an appointmentand could not be on the phone so I had to hang up. Later that day I decide to use the virtual assistant through the app, which is a joke because I paid almost 14 dollars for the food and it said it could load 200 points to my card, which is equivalent to 1 free drink. No, that is not enough so it submitted a claim or request. Here I am 48 hours later, and after calling, using the virtual assistant and emailing the company, this issue still has not been resolved.

I am so sad and disappointed not only in this location but also in this company. Needless to say, don't waste your time going here. Don't waste your time using the app, you may be ordering items that are out of stock and you too will leave without your goods and money. They have lost a...