Dunkin' — Restaurant in Salisbury

I should've looked at the ratings before trying this place after heading here for my 1st week back to work. Before covid this was my morning stop, amazing service/people and since I was denied the opportunity to tell my experience on the survey (I was told the printer was broken & they have no 1800 #, and when I asked for a Director to call me they said they can't guarantee I would) I will tell you guys... GO SOMEWHERE ELSE! Horrible, rude customer service. So I park and walk in because they had 10 cars in drive thru. It took them 5 min before taking our order inside... 6 ladies up front and finally 1 decided to take out orders. After my order was taken a second lady started to help but would go back to help drive thru... her statement "we will get the timer down boss lady" told me what their focus was at that point... well after my drink was done brewing and it sat there for 2 more minutes the one working on the drink finally finished it. She told me here you go. I nodded but didn't say anything so while walking out she rudley yelled across the whole store having customers look at me "you could've said Thank you!" Really?!?! You made me feel neglected the 1st 5 minutes I was there... then you expected to be thanked after I heard you say drive thru was the focus.... just lock the front doors at that point. The fact I took the time to park the car to come inside and I get ignored then yelled at, never again! I would rather go the opposite way to my dunkin in Kannapolis or Starbucks vs ever going to this location again. When I called to voice the concerns on the phone not only did I get service mentioned above but also hung up on after I requested a call back but the # I wanted to be called on was never taken. They can say they got it from the caller ID but I wanted to be called on my office phone since I would be at work, but the response from the Manager told me my complaint would go no where. Mayyybe I'll go back just to get a survey code, but this experience made me never want to spend $1...

I'm giving two stars because the staff are genuinely very pleasant and accommodating despite the other issues. That being said, this place has major problems. I think it might be with management.

This morning, I went and they were drive-thru only because they were understaffed. I initially made my order on the phone so I could walk in and grab it, but I had to wait for a long time in the drive-thru instead. They were also out of normal dairy milk and several ingredients to make typical breakfast sandwiches with. In the drive-thru, I was told they're out of the stuff they need to make the sandwich I ordered... oh, they're out of the stuff to make the sandwich I wanted to substitute it with... oh, sorry, but they're out of the stuff to make the other sandwich I wanted to substitute it with too. They were also out of the sugar for one of the drinks. It obviously wasn't the fault of the hourly employee taking my order, but still a rather unpleasant experience.

And that wouldn't be the first time something like this happened at this location. I've gone multiple other times and have had to wait 20-30 minutes for an order that I placed on my phone before even heading out to the restaurant, I've had staff apologizing to me for being understaffed as I saw a handful of people rushing to get things done in the back, and I've had to make a substitute for some part of my order almost every time I've gone there. Plus, it's really dirty there. I don't really blame them for that because they barely have time to keep up with orders.

Who is in charge of this place and why are they so bad at running it? Why are they always understaffed? Why are they always out of very basic menu items?

I'm just going to start driving to the other side of town if I want Dunkin Donuts. Whoever is in charge of the one on Innes Street seems to know what they're doing and obviously treats their employees and restaurant...

IMPRESSIVELY slow, BURNT food, and WRONG order.

Recently moved to the area and started going to this Dunkin about a month ago. I’ve been 3-ish times now during various times of day and various amounts of customers. No matter what time of day and even if you’re the only customer ordering, you WILL be waiting at least 15-20 minutes for your order.

Most recently, I went and was the only one ordering and could see about 5 staff members working. However, it still took 15 minutes AND they still got my order wrong. One of the young ladies working the front handed me all my stuff and I had to remind her that I hadn’t even paid yet. Most of the gals in the front are too occupied catching up with each other about things in their spare time than delivering the completed items that they’re HOLDING in their hands WHILE talking. Like please, just give me my order and I will be happy to leave so you can go catch up. You’d think they’d get the customers out of there as fast as possible so they can get back to having a quiet restaurant, but I guess not!

I do want to shout out two ladies who were working to keep things going as best they could, with no help from their coworkers. There was a young black lady with black hair and a middle-aged white woman with blonde hair who were really trying to serve the customers in as timely a fashion as they could. I’d say promote these two ladies and re-train the rest on what a sense of urgency is, cause DAMN! You’re losing a lot of customers...