Dunkin' — Restaurant in Santa Ana

Well, I’ve been to this Dunkin’ Donuts several times since it first opened. Most of my visits have been problem-free. Recently, however, I had a really bad experience here, which made me reconsider this Dunkin’ Donuts. One night, I decide to order something through their mobile app before they close (their online business hours say that they close at 9 pm). Their mobile app worked normally, it let me select items and place an order. I bought an iced coffee at 8:30 and was told that the coffee would be ready shortly. At 8:40, I tried walking into the restaurant only to find out that their doors were locked despite there being employees visibly present inside. I didn’t think much of it since they have a drive-through, so I decide to try this method next. I pulled up to the speaker and their automated machine says that they are closed (mind you, my order went through and I was already charged for the coffee). I then pull up to their drive-through window and could see the workers inside. (Even on their window, it said they are open till 9, it was now 8:45). One of the workers stared at me so I waved, but they proceeded to ignore me. In total, they ignored me for about 5 minutes. Eventually, a different worker walks over and tells me that they are closed. Since their machine had already told me this, I didn’t try disagreeing with them. I did however explain the situation with my mobile order, that it went through and that it charged me. They then tell me that they stop taking orders after 8 and at this point, it didn’t seem like they were going to bother making the coffee, so I asked if I could get a refund. I initially asked for a cash refund since that would be quicker but they said they could only do debit, so I hand them my card. They supposedly processed the refund, although the amount was off by a few cents, but at this point, it was just too awkward to correct them. The following day, I check my bank account to see if the refund got posted to my account but there’s nothing, just the charge. Overall, it was an incredibly awkward experience. This entire thing could have been easily avoided if their mobile app notified me that they were “closed” instead of charging me for an order that wasn’t going to get made. It didn’t help that they stared at me like I was crazy. It made me feel really bad for trying to fix the situation. Really poor...

Today the lobby was closed due to staffing . Before everybody starts to attack, I really think we should stop using that as an excuse. Management and corporate need to start Staffing their stores appropriately. It is not fair to the staff that does show up to have to do extra work. Plus on top of that, it did not appear that the young man that took my order and the girl who gave me my order were in communication. It wasn't like she knew why I was there. She did not know my order. Should I be sympathetic,? Maybe. But she is in a service industry and she should have some knowledge of what is happening. Also I think that Dunkin' Donuts corporate should invest more in the signage. So that customers going through the drive-thru know what is available. The only items on the menu or drink items. And the young man who took my order seemed annoyed, that I asked him about the types of bagels that they had. I probably will go back to that same Dunkin' Donuts because usually the service is not like this. It just happened to be today. Hopefully next time the managers and corporate bigwigs can support their...

Absolutely horrible service. Can’t give any names because no one wears a name tag. Why would the chairs still be stacked on top of multiple tables when you’ve been opened for over 2 hours. Do you just not want customers to sit and enjoy their food. Because between that and the piss poor attitude of the cashier who kept looking at every other person that walked in and not the customer she was dealing with sure felt that way. I’ll go ahead and list a few other things since I took pictures. How about wiping up the spilled drinks and throwing away the trash in the counter where a customer picks up their drinks. It was a hot mess. Also since customers have direct line of sight into your back room, it should be neat and orderly even if you use the excuse “we just got our order in”. And lastly, that broken floor tile right when you walk in? I know it’s Santa Ana, but your customers deserve better. You need to do better. And also “the younger generation” needs to understand work ethic. You did have one young lady there (long, light green fingernails) who seemed like she...