Dunkin' — Restaurant in Saugus

Never one to complain but when bad customer service hits me the wrong way I will. I went to the drive thru at around 7am this morning. I was the only one at the drive thru and then there was one car that pulled up right behind me as I was ordering. None to the side of me. The woman asked how she could help me. I put in my order and she said anything else. I said no that’s it and then the mic started to get muffled. I assumed since my order was complete that I would just drive up. When I got up to pay Lee handed me an order that wasn’t mine and I told him I only had the coffee. He then asked if I ordered at the speaker and I said yes but it was very muffled. Out of nowhere the other woman with black hair working (I wish I got her name) started immediately giving me rude attitude saying that I did not order there and she was helping the other person not me. I told her this could not be possible as I was literally the only car at a speaker. Made no sense to me but she still went on and on talking rudely to me. She then proceeded to talk to me in a downgrading belittling way saying she’s only one person in the rudest and most petty tone. She then asked what my order was and I repeated it to her. As she went to make it I witnessed Lee talking to another customer who was inside and he was pointing over at me and shaking his head. Very clearly talking about me. He then handed me my coffee and said look we made it for you quick. I wanted to say more but I figured I’d be the bigger person than both of them which wasn’t hard to beat anyways. Really wasn’t quick when the woman spent two minutes of her time bickering with me. She started off with an attitude which is not necessary when you are the employee. It doesn’t matter what the situation is. Poor customer service especially around this time of year. It’s not that hard to be kind. Clearly the wrong field of work for both of these individuals. This also isn’t the first time I’ve had issues here. Whether it’s the drive thru and them not being able to handle two lanes of ordering or then just always messing up...

Went here to grab a coffee last night at 9:30. I ordered a decaf iced coffee, as medically I cannot have caffeine. The coffee was labeled as regular so I went back around to ask them to fix the coffee. Both women on the speaker argued with me that it was decaf and I said I could not risk it, and asked again if they could fix it. They finally said to come up to the window. The woman who made the original coffee came up to the window and said she made it and it was decaf and thrust a different iced coffee at me. I said I needed to know for sure because I cannot have caffeine. She got very aggressive and rude. I explained once more I have a medical condition and she thought it was a good idea to ask me if I wanted a problem and threatened that she would come out and cause bodily harm, then proceeded to tell me she was going to take down my plate number and have the police follow me, all because she made a mistake and did not want to fix it. I finally left, took one sip of the new coffee and it was the most disgusting coffee I have ever had in my life. As a former employee of Dunkin Donuts I would never treat a guest like that and would gladly fix my OWN mistakes. I have been trying to call all morning and no one answers the phone, so tomorrow morning I will be heading down in the morning to file a complaint with the manager for being threatened with...

Wednesday November 3, 2021 1:50pm I used to love this location but now it's a hit or miss...sometimes I get a great coffee and sometimes I don't...lately I don't. I get an iced cappuccino...its supposed to be put in the blender so the ice is crushed. I just pulled over after leaving the drive-thru to write this review...I didn't want to write this but my iced cappuccino has been wrong too many times. I asked the girl at the window to put my iced cappuccino in the blender and she argued with me that it was....clearly it wasn't because the ice isn't crushed. She didn't blend it for me. Pretty sad that your employee is arguing with a customer. I'm paying almost $5 for a large iced cappuccino...I want it made the way its SUPPOSED to be made.. I'm not asking for anything special...just the way it's supposed to be. Isn't everyone trained the same way on how to make all the different coffee and espresso drinks on your menu? ☆☆ I attached a few pictures....those are definitely whole ice cubes! Clearly it...