Dunkin' — Restaurant in Santa Fe

I visited this Dunkin’ Donuts recently and had one of the most uncomfortable customer service experiences I’ve ever had. I placed an order for 4 donuts and 2 long john donuts (with filling). The young gentleman who helped me seemed to be a new employee in training, which I completely understood and didn’t mind at all. However, things went downhill from there.

He placed five of the donuts in a small paper bag instead of a box, which wasn’t a big deal, but I kindly asked if I could have a box instead so I could move them myself simply because I didn’t want the frosting and filling to get smashed together. He gave me a box, and as I began transferring the donuts from the bag to the box, I noticed there was only one long john donut, and to make matters worse, the one I did receive didn’t have any filling inside.

When I politely mentioned this to the manager on duty, Kathy, she immediately responded with attitude and said, “Here’s the box, but for future reference, the filled long john donuts are more expensive.” I explained that the price wasn’t the issue I paid for two and only received one, and the one I got wasn’t filled as I ordered. Rather than acknowledging the mistake or handling it professionally, her tone came off very dismissive and condescending.

What shocked me the most was what happened next: after I had already touched the long john donut while transferring it from the bag to the box, she took it right back out of my box and placed it back into the display case to resell. That’s extremely unsanitary and completely unacceptable food handling behavior. No customer’s touched item should ever be put back out for sale that’s a major health concern.

On top of that, I could clearly see the young employee was nervous and trying his best to learn, but instead of showing him patience or guidance, Kathy was short-tempered and dismissive with him too. I truly felt bad for him no employee should be treated like that during training. It made me question how management treats their team behind the counter if that’s how they behave in front of customers.

By the time I finally received my corrected order, the donuts were messy from being moved around, and the overall experience was just frustrating and disappointing. I’ve always enjoyed Dunkin’ Donuts, but this visit made me question the standards at this location both in terms of food safety and customer service.

I hope corporate reviews this situation seriously because the behavior I witnessed today from management is not acceptable and does not reflect the quality or professionalism that Dunkin’...

I'm so Irritated, I go here often and Order the same item, Turkey Sausage on Crossiant and get a jelly This morning, Lady putting together sandwiches with boot on her foot, Said first they don't serve jelly (I reply since when), Then she say Give her a minute (I reply its normally in 1st drawer and ask another worker to pass me a jelly) she comes over to the drawer pulls it out and hand me 1 jelly, With attitude by way, (I say I ordered 2 Turkey sandwiches (I would like 2 jellies) she say 60 cent charge (I say I'm not paying you 60 cent for a jelly) she says Something smart (I say, do you want to refund my 23.00 order over a pack of jelly), This point I'm annoyed and grab the jelly out her hand. Repeat, I'm not paying 60 cent for a Jelly. She yells out, This lady just snatched a jelly from me. I say Do you know how ridiculous you not only sound but look.

So, Since I been here many times and never 1 had to pay for a jelly 2. Never had this experience so I am torn Do I no longer visit this specific location Or Hope Management retrains this employee. Perhaps she was tired and having a bad day But It made for a horrible experience for us on this Sunday morning

PS: we got home and from this foolery, Realized we left our Pumpkin Iced Coffee which was $5.79 so I'm still taking a loss on this as place is 12 min drive...

The man at the register was awesome but they should really fix how they run online orders and instore. They put them all in the same area and call out names for the online orders. We had no idea and because my husband shares the same name with an online order, we ended up with the wrong order and the lady behind the counter had a super rude dry tine when I told her something was missing or the order wasn't ours. She asked me "what do you mean your order is wrong" and I had to explain to her she called out my husband's name so I took the order. She put the wrong order back for someone else to pick up even though I had touched on the food to discover it was wrong. We had to talk to another staff to figure out where our order was and she started talking over us from her station. He walked away from us I could tell she runs the show there and a lack of customer service is the norm. All of the tables were dirty, a mop bucket of dirty water was sitting just next to our table, When the loud lady had to take a break, she left a child about ten years old to clean tables and serce food. I understand small town mentality having children in the work place but not...