Dunkin' — Restaurant in Smithfield

This morning, I had a disappointing experience. They need to do better with training starting with the mgr. Today, I told the clerk I wanted to used my points and at the end she charged the bill to acct (I’d just added funds so it was that screen). The right thing would have been to perhaps advise “you are on the wrong screen” for points or “Did you pick your rewards already”. The manager notices, I was not happy and automatically approaches the counter and starts by blaming me “Is the customer responsibility to handle points” “we don’t know how many points you have and on and on. Even if it was true, I told her “she could have advice or offer guidance” she followed by giving an excuse “she doesn’t know” and finalized by walking away mumbling. Is not too hard to turn the negative experience with an I’m sorry, she couldn’t guide you” or “My apologies, she is new”. Empathize, acknowledge, support, use positive language. CS is important in every business. Employees represent the brand. Remember, we the client’s fund all your paychecks and this should be enough to motivation to retain all customers and increase store’s profit. Do...

The older woman at the drive-through window was extremely rude and unprofessional. after waiting for a few minutes in line, and then finally having my turn at the intercom, no one answered after numerous attempts of asking if anybody was there. so I waited at the intercom for the rest of the cars to pull up to the window take their order and leaves. I then thought that the intercom was not working and proceeded to the window again after waiting additional time, the woman opens the window and asked me what my order was. I told her that I didn’t place the order as I was waiting for a while and thought that the intercom wasn’t working she proceeded to tell me that she was too busy and then I needed to pull around and wait in line again this is not how customer service is...

If I could give negative stars this place would get -10 stars . This is without a doubt the absolute worst DD location Ive ever had the misfortune of ordering from . The wait times are on avg 15 min plus , and theres about a 99% chance that they will get your order wrong anyway , wasting even more of your time . Theyll repeat an order back , you get the cup and look and it says something totally diff than what you asked for . Today ordered a lg hot machiatto and lg iced coffee and she hands us two iced drinks ... Said something and got an attitude ... Then they remade it but the cup was almost half foam so clearly made wrong again . If possible save yourself the time and aggravation and avoid...