Dunkin' — Restaurant in Southington

This Dunkin donuts has caused intense unnecessary stress and problems for me and my fiance. We are daily customers of two sandwiches, three coffees of the each size available(two iced, one hot), and most times a coffee roll. Every so often we would get hash browns or another sandwich. Daily purchases of roughly $20. My mother has terminal ovarian cancer and I also have a issue that requires daily medication in the morning that I have to leave my house to retrieve and Dunkin made it incredibly efficent to get her to chemo appointments and feed my family. I immensely enjoy the coffee and sandwiches and my fiance does as well, obviously the caloric issue aside. We order our sandwiches without cheese. We aren't lactose intolerant we just don't like American cheese. At least a dozen incidents of us getting the wrong thing. After multiple explanations to both managers the problem continued to occur. It got so bad that we had to hold up the drive through line in order to check each sandwich individually because multiple times we would get home and it would have cheese. One instance I drove back and they made the sandwich wrong a second time. Rudeness recieved when the problem was brought to light multiple times. Our second to last visit they got the sandwichs wrong and verbally started berating each other in front of us so i explained this is a common occurrence and the managers response was, "she's new". Mind you, we've tried 3 other locations in the area with similar problems but non to this degree of incompetence and disrespect. I told the manager, "we made a mistake coming here and we won't do so again". Fast forward to today, and I was running late and thought I could stop in and get coffee quick, what's the worst that could happen.? As I go to grab my coffee no different than I have for probably 4 years now the cup cracks almost all down the side and starts gushing all over me. Unless I developed Hulk like strength over night, I'm of the opinion that I recieved a compromised plastic cup. This was a large coffee with mocha all over myself and my vehicle. Obviously irate I went back to the location and in anger told them what happened. I left to go back to my vehicle not exactly sure what to do next, and the manager approached me at my vehicle. I told her what occurred and her response was, "well that's your fault", and " I thought you said you weren't coming back here", indicating she remembers our last interaction. As I tried to explain to her that this location is closer and I was in a hurry she further responded "that's not my problem". As im standing there dumbfounded and conflicted she started threatening top call the police if I didn't leave to the point where she got so loud her own employee was trying to calm her down and bring her inside. I understand I need to handle myself better at times and I could have gone about things in a more productive, calm manner. After months of recieving cheese from multiple locations the stress had built. Other instances I even left out because they occurred a while back and i don't think these particular people were involved. I wil let the readers make the inferences or assumptions as to the intent of the last occurence. As a fellow creature of habit I've done the same thing the same way for multiple years now. This time the large plastic cup cracked within seconds of me touching it while no extra force was being applied. Im deeply saddened by the childishness and potential cruelty I experienced today. My daily dunkin donuts routine was a highlight of my day and now I'm troubled over something that used to provide immense comfort and satisfaction. I just hope this is over and nothing further occurs. Needless to say, I won't be patronizing this location any...

The food here is good and I like their coffee varieties, but I've been running into poorer customer service here lately. One time, while I was placing my order the drive-thru person kept pressuring/arguing with me about the 2-for-1 deal. I only wanted ONE sandwich, but he was pressuring me to get 2. I won't eat 2 sandwiches-- that's a lot of food for me. Just take my order exactly the way I want it and don't argue with the customer.

Then today, I went through the drive-thru again and paid for my order. The girl at the drive-thru window was nice, and I see her often. She said to pull my car up to the first space out of the drive-thru and someone would give me my order there (not sure why drive-thru's are doing that lately.... kind of annoying to have to do, but alright...). Anyway, she pointed at the space to go into, and so I pulled into it. A different person came out with my food, and complained that I was in the wrong space and she had been "waiting" for me on the other side...? I apologized for making that "mistake", and she didn't respond at all-- just gave me my food and left. Better communication between the staff and the customer would be nice.

Point is, I'm just there to get my breakfast and get to work for 9 AM. I don't need to be hassled by the staff for obnoxious things. Be content with the order that I placed, don't argue with me into getting 2-for-1 deals. Also, if you have to park me in a space with my car, unfortunately it requires walking to the vehicle. I know you don't want to do that, but it's nature of the job, lol. Not for anything, but that's really annoying too... Other fast food places do that as well, and I don't know why.

It's alright though, I'll just get my breakfast from Avventura or Burger King...

Updated review may 2022- Gave this dunkin another chance and still just as disappointing. Once again staff did not read the order slip correctly so order was made wrong. I have a food allergy and this is absolutely unacceptable

Im not one to post reviews but when an establishment is this bad something needs to be said. Used to be regulars because it's the closest location to our home. According to signage they are supposed to open at 5 am. I was there at 5:20 am and nobody answered me at the drive thru. After awhile I drive thru passing the window and see there are several workers inside just on ther cell phones. I pull around and decide to go inside.. I tell them I was waiting at drive thru but nobody answered and all she could reply was "what you want?"...No apology or anything. I give my order and 2 workers start putting the order together but another employee stops them to show them videos on tik tok and tell them how this hot girl liked his tik tok video. He kept distracting the others from doing their job. Also in general our order is wrong almost every time which was on average 4 times a week when we were regulars.We spoke to corporate and manager, nothing has improved. Customer service skills are non existent after the peak morning hours when second...