Dunkin' — Restaurant in Royal Palm Beach

This review is for the Dunkin Donuts on Okeechobee across from Target. I visit this location frequently and always get the refresher. Today I decided to try something different. I noticed they have what looks like a Starbucks caramel frappuccino, not knowing what they call it and in the drive thru, I tell the person taking the order that I would like their version of the caramel frappuccino. He says, " We don't sell frappuccinos, we sell frozen coffee." I say, " Yes, I would like to order that." When I pull up to pay and get my caramel frozen coffee, it doesn't have the whip cream or the caramel drizzle. I tell the lady at the window that's not how I wanted it, that I wanted it with the whip cream, like Starbucks does it." I get mad attitude from her, which I don't know her name, but I've gotten attitude from her before, and she says, " We're not Starbucks, you have to tell us you want whip cream." I tell her, "I'm sorry, I understand, but I've never ordered this from here before," and I show her on DD app that the picture shows that a caramel frozen coffee has caramel drizzle and whipped cream. She then says, " You have to ask for that if you want it." Then she returns with just whipped cream on top of the frozen coffee ( no caramel drizzle) I took the drink and left, realizing that I've never gotten attitude when ordering drinks from any Starbucks, which is why they can charge more, because they don't serve attitude with their drinks. Perhaps they can take a page out of Starbucks customer service and ask a customer ordering a caramel frozen coffee if they would like the whipped cream and caramel drizzle. If the picture shows the caramel frozen coffee with caramel drizzle and whipped cream, why would a customer have to ask you to add this to...

I visited Dunkin’ Donuts this morning and ordered my usual: a medium hot coffee with oat milk and caramel. As I was pulling away from the ordering speaker, I noticed on the screen that my order mistakenly included a shot of espresso instead of the caramel I asked for. It was too late to correct it at that point since I was already pulling off toward the window.

When I got to the window, I kindly addressed the mistake with the young woman working the window. She is usually polite and professional, and while she didn’t have an attitude, it was clear that she wasn’t happy about making the change. Whether it was a misunderstanding or a misheard order, it shouldn’t have been a big deal—but her energy suggested otherwise.

She fixed the order in the system and told me she’d have the correct drink made, which I appreciated since espresso is way more caffeine than I can handle. I paid and left, expecting all was resolved.

When I got to work (where I cannot leave, as I’m a teacher), I took a sip and was shocked. What I received was basically colored water—so weak and watered down that I could barely call it coffee. It was like someone poured ¾ cup of water into ¼ cup of coffee. Absolutely unacceptable.

This was especially upsetting for two reasons:

As a teacher, I don’t have the luxury of leaving to fix my coffee once I’m at school. This was it for me. Due to dental work I had done yesterday, I physically can’t eat solid food today—so this coffee was supposed to hold me over. It was my one comfort and source of energy.

This visit left me frustrated, disappointed, and without the fuel I needed to get through a long day. I won’t be returning to this Dunkin’ Donuts...

A remodel does not make up for terrible service and substandard product! Experience from when I pulled up to the menu board to when I left was awful. Short mannered staff with poor guest service skill. Ordered an iced coffee with oat milk and got a dark brown coffee. When oat milk does nothing to change the color of the drink, it means they did not shake the milk before pouring, plain and simple! I asked for more oat milk and the cashier said “that’s just how the oat milk comes” twice before I instructed him to please shake the milk before pouring. He clearly did not do so before adding more diluted oat milk and repeated again “that’s just how the oat milk comes” as he handed me the drink expectantly and brought his entire upper body out the drive thru window. Attached is a photo of the coffee after the additional oat milk. I also bought a red-velvet donut which was incredibly small and dry. Please train your staff on guest satisfaction standards when you are a part of such a large franchise! I’ll put my next $10 toward a better coffee place or Dunkin location! I visited around 1:50pm...