Dunkin' — Restaurant in Sierra Vista

This my email to the Dunkin Donuts corporate office regarding the Ft. Huachuca Dunkin Donuts.

Good morning,

First off let me say I am a huge fan of Dunkin Donuts. I have eaten at several and always loved it. However, my last three visits have been horrible with my most recent being the reason for this email.

Recently a Dunkin Donuts was opened up on US Army Base, Ft. Huachuca in Sierra Vista Arizona. And while I expected there to be issues with service for the first couple weeks. I would have hoped it would have improved by now. Much to my surprise in has only gotten worse. This store is lacking in qualified management from what I have witnessed as well as trained employees. Donut choices are extremely limited and typically sold out. Coffee is bitter and mixed coffee drinks are poorly made and taste horrible. Breakfast sandwiches are ok, if you get what you ordered.

Like I said I have eaten at several of your stores. So I know what it's suppose to be and taste like. But this visit was beyond bad. First, cashier was poorly trained. She struggled desperately to take my order. And was very vocal about her uncertainty operating the register. Which would have been ok if I had received what I ordered. My next problem was the wait. When I placed my order there  was one person ahead of me. Minus what might have been in the drive through. But it didn't seem that busy. My food came out decently quick. But my coffee, on the other hand, did not. I watched the cashier place the sticker on my cup and place it behind her on the coffee line. Where it would sit for the next 15 mins. Not sure how many other orders went out before mine. But by the time the employee realized his mistake. My food was already well on it's way too cold. Additionally, my coffee (Iced Carmel Macchiato) was bitter, not as sweet as I would have preferred, and the outside of the cup was covered in spilt coffee. Lastly once I got home was when I realized the sandwich I ordered was wrong. I also ordered two Kolaches. Had they been fresh they would have been good. But it tasted like they had been microwaved. The bread was dry and the meat was a bit chewy.

Like I said before I have been in this store a couple of times now. And each time has been a difference experience, with some sort of an issue. Everything from long waits to inconsistent food and coffee quality. In my opinion this store has had the time to work out it's kinks from opening and should be running much smoother. But it seems to be going the opposite direction. While no Dunkin Donuts should be like this. It's even more shameful that this is the type of service given to Soldiers and their families. And sense this establishment is on a Military Instillation I will also be writing a ICE complaint. Please fix this store. We all enjoy having this facility on base but as paying customers we expect quality. Something we are not receiving at the moment. I would imagine if this type of service continues, that the Army will step in and close the store. With this type of service I can't be the only one who...

Having lived near a Dunkin most of my life, I have been able to know and see how a DD should operate during busy times and slow days, and this store deserves this criticism so that hopefully they can fix their ongoing problems.

While I am grateful that DD has opened up on Fort Huachuca, it has made me question was it worth it? Having opened multiple stores of various flavors in the past, I understand and sympathize with what is known as "growing pains". But normally in the fast food business, those growing pains are worked out in the first few weeks(2-3 depending upon how busy the location can get). So these problems persisting past the growing pains time has led me to believe that it is more along the lines of poor management and severely inadequate trading on all of the employees. Every order should be treated as a special request as this will make employees have to read every bit of the order, line by line and NOT assume anything.

And when a customer does make a specific request, annotate it on the order sheet, which I know can be done as I've made the same order for the better part of 5 years. For example, if I request a large caramel iced coffee with one(1) cream and one(1) sugar, actually put that on my order so the person preparing will know that it's not the standard order (4 creams and four sugars).

And like others have said, the store is almost always out of common donuts, which indicates to me that the store hours for employees is not enough prior to business hours. And when a customer orders a bagel with any kind of cream cheese, it is a long-standing practice that the employees are responsible for not only toasting the bagel, but also spreading the cream cheese or substitute onto the bagel. They would then put the bagel back together so it looks like a sandwich, wrap it up and placed into its go bag.

The design layout is atrocious as people are always confused on where they need to stand in order to place their order. This store feels like it was planned over a drunken night at Paul's Pub and slapped together the following Monday. So hopefully the management see this and the other low rated reviews and fixes the noted problems as DD is much needed in this area, but not at the cost of service and quality.

Perhaps bring down a manager from the Old Vail rd location or the alike and properly train employees on when to show up, to not run out of Boston creme doughnuts 5 minutes after opening, and how to properly read an order and make special...

So today was the first time I have ever been to this Dunkin Donuts and it will probably be the last. So I pull up and I make my order, consisting of two fru-fru seasonal drinks, two breakfast sandwiches, and two orders of hash browns.

I should have known something was afoot when I received one coffee and the guy at the window told me to have a good day. Should have known. But before that, he handed my bag of food - but I didn’t think to check my food to make sure it was all there because I believed he and the other workers were competent. So I end up finally getting my second coffee and I head home.

Once home, I pop open the bag so my famished wife can get some sustenance only to find that one of the orders of hash browns was not there. Now when fulfilling an order, what is the process of making sure the food is in there? I assume you’re all like “okay, cool - so there’s one and two sandwiches, and one and two hash browns.” Apparently that did not unfold here.

Anyways I wasn’t about to drive all the way back to base to let them know because it’s just not worth it. The food service industry is so easy. Just fulfill the order that was made. You all stole from me today and I expect a check for 99 cents plus tax ($1.07?) in the mail and a written apology from the CEO of...