Dunkin' — Restaurant in South Fayette Township

This is the most chaotic Dunkin location I’ve been to by far. I’ve only selected this location for online orders because it’s close to my work. Three times I’ve picked up here and each time a disaster. First time, I ordered the small snack wraps. The employee threw it so sloppily in the bag the sauce was everywhere and the wrap unrecognizable. Plus, it was missing the proper inside ingredients. I had to drive all the way back and demand they redo it or I want a refund. The employee argued and said that’s the proper “portion size” of each ingredient; what a joke.

Today, I placed two mobile orders for my coworkers and I. My mother offered to pick it up for us. When she arrived she was told our half dozen donuts were missing some because they were out of a lot of flavors. While on the phone with her, she repeated at least 2-3 times “what donuts do you have then?”. To which, he kept not answering her. Finally he showed her what was in the box and we were only missing one donut. How hard is that to communicate? Worse, he told her he was supervisor when she complained about the service. If he’s a supervisor, I can see why this location is horrendous. Another employee advised her that they have 5 dozen orders on the app, when my mother told them what donut flavor she wanted to substitute the missing. Seriously? We ordered first on the app and you’re going to try to deny us a flavor because you have a big order to fulfill after us? My mother proceeded to demand the donut be fulfilled and the manager rolled his eyes at her. Awful customer service skills, your managers need to...

Update 5.12.2020: Customer service is fantastic almost every time I visit this place. I think sometimes they just get a little disorganized. It's part of the reason I received a free coffee and donuts this morning. For some reason, my order wasn't showing up in the system. I almost paid $29.00 for an order that wasn't mine, so the girl at the window told me she didn't charge me for the hassle. She apologized multiple times, as I also felt bad myself about holding up the line for about 2 minutes because of the confusion. I'm not sure what I would suggest to help the disorganization, but management is doing something right.

Original Review: I'm a regular at this location and today they were pretty disappointing. Ordered a ham, egg, & cheese bagel, side of cream cheese and an orange juice. As soon as I get up to the window, I had to repeat my order. Okay, the system may be out, it happens. When I received the food, I look in the bag and there is no cream cheese. I ask for my cream cheese and they immediately hand me one and I wished them a good day (somewhat annoyed at this point). I get to work, take the sandwich out, and it's on an english muffin. Not sure if it was new employees I interacted with or what was going on, but it was just disappointing when the customer service here is...

Hello, today I ordered a $10 meal/drink. I needed to be at work at 8:00 and this location is routinely known for being understaffed and slow, so I ordered ahead and set my pickup time for 7:40 so I wasn't late to work. When I arrived, it wasn't ready. I waited until 7:58 before asking and they hadn't started making it yet. I told them I needed to leave to go to work, and left. However since I ordered ahead, I had already paid.

This location has this issue every time I have gone. Today, there were 5 people actually yelling out loud about how late their orders were and that they're now late for work, and another 8 people standing at the pick-up desk. This was in addition to the drive thru wrapped around the building. This location had TWO employees- as it has every single morning. They were working their butts off and still that behind.

I'm beyond disappointed that I can no longer go to this Dunkin that's conveniently next to my work, and I'm sure this is not up to the operational standards your company expects. In addition, I am upset about having paid for everything today and didn't end up receiving it and got no refund. Everyone locally seems frustrated with the slowness and complete understaffing of...