Dunkin' — Restaurant in Sarasota

Subject: Customer Service Experience at Drive-Thru – Request for Follow-Up

Dear Dunkin’ Management,

I’m writing to express my concern regarding an unfortunate experience I had at your location during a recent visit.

I placed a simple order through the drive-thru: • One small iced coffee with extra sugar and extra cream • One small mango refresher • One bacon, egg, and cheese Wake-Up Wrap

The first team member at the window, whose name was April (spelled with a “Y”), was incredibly kind and professional. She greeted me with a smile and handled the initial interaction pleasantly.

However, the situation changed when I received the remainder of my order from another employee named Celsius. When I politely inquired about my iced coffee, she responded curtly with “hold on,” accompanied by a noticeable attitude. I also requested a receipt, and when I received the coffee, it was lukewarm. I kindly asked if it could be remade.

I was instructed to park across the lot to wait for the replacement. When the coffee was brought out, Celsius was on her phone, handed it to me silently, and continued speaking on her call. I asked if she needed to take back the original coffee, and she again responded dismissively and said, “You must be having a bad day. Have a good one.” As I began driving away, she blew a kiss toward my vehicle and repeated sarcastically, “Hope you have a good day.”

I was shocked and felt disrespected. I returned to the store to speak with a manager, but I was told no manager was currently available. I asked who the lead or supervisor was and was told to wait. Eventually, April came out, and I explained the situation to her. She kindly took my information and stated the store manager, also named April, would contact me on Monday.

As a loyal customer who visits this location almost every morning, I’ve remained understanding through occasional mistakes — including undercooked food — and never made an issue. However, today’s experience was unacceptable. I do not expect to be treated rudely or sarcastically — and being mocked and dismissed in this way feels not only unprofessional but borderline harassing.

I respectfully request that this incident be looked into and that appropriate action be taken. I would appreciate a follow-up from store management regarding how this situation will be addressed.

Thank you for your time and attention to this...

I just had the worst experience at my favorite Dunkin, a new employee was extremely rude to me when I requested a box for my daughter’s fried egg. She stated it comes in a bag and she will not give me a box. I offered to pay for the box and explained my daughter is 3 and the hot egg burns her through the box, she said I don’t care about your reasons, slammed the window and walked away…I waited for awhile and then left. I called the store and requested to speak to the manager, the same girl answered the phone and insulted my intelligence by telling me she is Ryan the manager and that decision was made because things have changed and I will not get a box, I requested contact information for the regional representative, and she said you are not getting that here and slammed the phone down. One employee can turns track record of positive experiences in the blink of an eye….last weekend I enjoyed breakfast here and commended the gentleman who made me perfect refreshers. I know there is a staffing shortage but hiring inhumane individuals is counterproductive. I would have preferred the service of a robot.

**Update, I have changed my one star review. I called on Saturday and spoke to the regional manager “David”, who turned out to be the gentleman who made the refreshers last weekend. He was so regretful of the experience and sincerely expressed a desire to create a positive experience and to make the situation right. David, I can’t thank you enough for restoring the respect and excellent service that I am used to...

Went there and ordered three sandwiches. There was a huge drive thru line and not one person inside. Waited for 30 minutes to get these said three sandwiches. They refused a refund for having me wait. Making excuse after excuse. There is no reason one person inside should be waiting for literally EVERYONE else to be served outside. Said they were training people, again not an excuse. If anything you trained them what not to do. Chenelle doesn't care, she offered a free coffee and sandwich for the next day. Doesn't fix the issue today and the fact that it wasn't for me. A refund would have been greatly appreciated. Ronda tried being nice but then she was the one who told me Chenelle is the one cooking and she didn't really understand what was taking so long as well. Chenelle said they never received the order in the back but yet I watched Ronda sit there and check the screen to make sure it went through. People came in after me and still received their orders before I ever did. David the regional manager is also a joke, he pushed everything off on Chenelle and didn't want to deal with it. Ronda then told Chenelle she was doing great at the end, so there is also that. GREAT JOB MAKING CUSTOMERS WAIT :)

I wouldn't waste your time, money or breath going here. Not the first time I've had a bad experience at this location.

Can also agree, they don't give receipts. And don't know how or won't find them. This was also an order...