Dunkin' — Restaurant in South Elgin

I went through the drive thru about 20 mins ago and there were three workers there. The guy that took my order had no personality over the speaker and just kept saying “anything else”. Dunkin never repeats back my orders so I wasn’t expecting that but a little friendliness would’ve been nice. I ordered a small cocoa iced mocha with only one pump of mocha, almond milk, and no whip. I can understand that it is a lengthy order, but they’re baristas so they’re trained to do it right. I’m also lactose intolerant so milk is a big no no for me. I get to the window and the cashier (red curly hair, glasses) was very short with me while she talked to her coworkers. The other girl making the drink didn’t seem to know what it was supposed to be since she said medium and not small, and the cashier girl just told her the drink name, but none of the modifications. I asked if she got the one pump, almond milk, and no whip, and she, clearly annoyed, repeated the first two things to the barista but not the no whip.She gave me my drink with whip and unlike usual I handed it back instead of sucking it up because I shouldn’t have to. I gave it back to the guy who took my order and handed me my drink and at least he seemed a little apologetic. Now the cashier girl was very ticked, and barely looked at me when she handed me the remade drink. She shoved it out the window and didn’t even give me a straw so I had to go in, which really made me mad. Customer service isn’t hard. I work at panera and in rushes it’s easy to be friendly, and I was the only person at Dunkin when I went. That service behavior was so unacceptable and I won’t be going back until I see more positive reviews on Google than the majority of bad ones they already have. It’s clear that both the management and employees don’t give a sh!t that they work there, because if management did the employees would. That’s how it works. Nevertheless I still took a lactaid pill just in case because the sticker on my cup specified just “milk” not almond milk like I asked and it’s also almost too sweet for just one pump of mocha. I’m so...

I’m not the type of person to normally do reviews. If I could rate this place no stars, I would. I’ve been going to this Dunkin for about two years now and they lack consistency when making their drinks. One day, you might have a good ice coffee from them, the other day it’ll just be way off to what it’s suppose to be.

Typically I get an ice caramel latte here. I’ve had it where they put too much milk, I’ve had instances where they don’t put syrup or just not enough syrup.

The customer service here is lacking as well mainly in the listening aspect of when they take your order. Today was a perfect example where I asked if I can have two iced caramel latte’s: one small and one medium. The lady then replied, okay two large iced caramel latte’s. I then corrected her and repeated my order which she then asked, what sizes I want. Which confused me as I had told her the sizes twice.

I'm not sure how it is possible to mess up a medium coffee with cream and sugar, but they've managed to do that here twice now! The first time, my "medium" coffee was poured into a large-sized cup. I thought they had just made a mistake and gave me a large instead of a medium, but what was in the cup was like 80% watery cream and sugar and maybe some flavoring (?) that I didn't order. The second time, today, the coffee was lukewarm (and that's giving it too much credit, really it was quite cool) and I think it was a dark roast or something (?), which again, is not what I asked for. Whatever it was, it didn't taste right. There have been other bad experiences here too, such as not giving me my complete order and then looking at me like I'm crazy when I ask for what's missing. I was excited that there was a Dunkin' Donuts on my commute to work, since I really love their coffee, but I've had too many bad experiences at this location that I'm just going to skip it now and maybe get my...