Dunkin' — Restaurant in Rutland Township

I was so happy to be able to patronize a local business. For the last 2 weeks, food quality and service have been going downhill. Today was the worst. I ordered an iced coffee and 2 egg/cheese wraps "on the go" as I left my house about a mile away. I hit submit and as I was at a stop sign nearby, clicked that I'd "drive thru" to get the order. I pulled up and had an unusually long wait to get to the speaker, but not a big deal. I got to the window, was handed my iced coffee--no straw--and was asked to pull to the second window. Asked for a straw and pulled up. Had to wait behind another car for a few minutes. OK...finally pulled up to the 2nd window and sat, and sat, and sat, and sat for over 7 minutes. At about the 4 minute mark, a young man brought over a bag of food, but it wasn't mine. Told him what I ordered and he walked away. Another 3 minutes passed and a young woman brought another bag of food. I asked what took so long for an order on the go and she said, "We're busy up front, too." She closed the window and walked away. I pulled around the corner and reached into the bag. The food was cold. Not "it was sitting and waiting and used to be hot" but "they barely heated it to get the cheese to melt" cold. I had to pull around to the front and go inside. The manager, Jessica, came over and I handed her the bag of cold food. She had the food remade for me. This time is was hotter, but not as hot or toasted as from some Dunkins I've visited. Because I'd already wasted 15 minutes on something that should have taken 5, I got back into my car and pulled away. I grabbed one of the wraps to eat on my way and didn't open the other until I got to my office about a half hour away. When I did open it, the photo is what I got. Torn tortilla, folded oddly, cheese and eggs only on one side. Really? This is how you fix a cold food mistake? Guess I'm visiting another Dunkin...

As my girlfriend and I pulled up to the drive thru there was a long line. My girlfriend, who loves this location, said this is normal, it’ll move quickly. It ended up taking a little bit, but for good reason. Your amazing employee Kamil was braving the amount of walk in and drive thru customers all by himself. I know how stressful it can be running a place like that by yourself, so I was extremely surprised when Kamil was calm, collected and all around in a good mood, with a smile on his face! The service we received was amazing, the food and drinks were prepared perfectly, not rushed at all. Which is funny, sometimes fully stacked locations will still rush your orders and mess it all up, but not Kamil! We don’t even live near this Dunkin, but whenever we go out for Dunkin we make the drive up north to this location, past several other Dunkin locations, just because we know we‘ll receive good quality food and drinks! Unlike other Dunkin donuts‘! So thank you very much Kamil, and I hope the management or ownership of this location knows and acknowledges how valuable of an...

This particular franchise failed to go above and beyond for the customer to retain my business regarding an issue: drive-thru employee laughing at my drive-thru speaker experience and wrong product I received.

It costs 5 x as much to attract a new customer, than to keep an existing one.

I will not go to this location again.

UPDATE - (gave them a chance, FAILED) April 8- don’t let these positive reviews fool you. Again, asked for a coffee and 2 sausage and bacon wraps. She even repeated my order. I get to window, she hands me coffee and says $2 and change. I said wait, what about my wraps. Oh I’m so sorry. WHAT?? Are you that incompetent?? It’s coffee and donuts for crying out loud. Anyway if you see positive reviews, fine, for a while than it’s back to them being senile.

Get it...