Dunkin' — Restaurant in Saugus

Went during the day through drive thru and ordered English muffins toasted dark. When I got them they were just a little toasted and not dark. I give them back to the lady in the drive thru window and I pull over and wait for them to come out with my food. A tall man comes out with no gloves holding my English muffin with his bare hands and says I cannot toast this anymore. He had attitude with me. I said I get it toasted dark all the time. He was bickering with me back and forth like a high school girl with an attitude. I said you know what? Just keep it! Even though I payed for it I didn't want to deal with his attitude. He was rude and told me to have a nice day with a snark tone. I drove off and called the store a little while later to ask for managers name. The girl that answered the phone was the lady in the drive thru that took my food back to be toasted more. She wouldn't give me the managers name nor her name and hung up on me. I called next morning and same girl answered again. I asked for the managers name, she said I cannot give you his name. What's your name she says? She was playing a game with me like a child. Then she hung up on me again. I cannot believe the rudeness and unprofessionalism at this Dunkin Donuts. It was like dealing with a child. To the tall man that came outside with an attitude like a HS girl, maybe you shouldn't be working in customer service if someone asking for their food to be toasted more bothers you?? And the girl hanging up on me... grow up an act like an adult and get some respect . I will contact the manager/owner and let him know this is going on at his store. I highly doubt he will find this acceptable. Wonderful children he has working here that make him look like a fool for keeping them as employees. What a disgrace to Dunkin Donuts. Customer service here...

I came to this establishment this evening, 10/04/2025. First, I drove through the drive-through and ordered my regular order: 1 LG Mango-pineapple Refresher with sparkling water; hash browns; and a Chicken pepper wrap. The order was taken by a male party. After I had given my order through the intercom, a older white female employee, had come on the intercom and stated the following: "We don't have the chicken-pepper wrap!" When I explained to her that I just purchased one previously, she then said, "We don't have it anymore." At this time, while waiting at the drive-through for my order, I watched this same female cacasion woman make my drink, but instead of using sparkling water lime I had requested, she poured green tea into my refresher mix! Once I seen this, I immediately went inside this establishment, and I had informed her that I didn't order for green tea to be used in the mix; I wanted sparkling water. At this time, I had requested for her name because I wanted to file a negative review against this older woman, but she refused to give her name. It should be noted that once I informed her that I wanted sparkling water, not green tea in my refresher, she then told me that I had to leave. I told her that I was a customer, and the way she was treating me was clearly unacceptable, and I would be writing a complaint with corporate against her. This woman's behavior was very unprofessional; her conduct was unacceptable, especially how I was treated as a customer and I want her to be reprimanded for her...

I borrowed my friend's phone to place an online order.....apparently I somehow hit oat milk when I wanted cream. There was an error on the ap that didn't let me check the order. I tried to explain the mistake and ask the employee to fix it. The employee was making the drink as I came in and was not willing to fix it. Ok...it was my mistake, but it's not like the cost comes out of the employee's check! I said nevermind and took the oat milk drink...the employee rolled their eyes at me....at least wait until I leave to react! It's the polite thing to do. 😃 So fast forward ....thanksgiving night, driving home...I decided to order a coffee on the ap. I get there and the employee says she doesn't have my order. Ok...here's my receipt. She replied" I have no control over the ap." I'm telling her that I paid for an order and showed a receipt but the employee refused to make it right. Fairly certain it would be ok to make an order when I have proven that it was paid for already. Employee told me to call for a refund. I got nothing else to do? The employee wasn't even apologetic. Never explained why she couldn't make my order. She was very dismissive. Really poor...