Dunkin' — Restaurant in Sparks

Normally we visit Dunkin on Sundays on the way to the dog park and our experiences have generally been okay (perhaps averaging 4 stars). However, the last two times we've visited service has been less than desirable.

Typically we bring our own reusable cups to be filled in order to reduce plastic waste and "save" money (the reduced cost is what we use to provide a tip, if a reduction is given. Logically it makes sense to give some discount since the company isn't having to buy those cups when we provide our own.) Today, when informing the person over the intercom that we had our own cups, she said "We can't do that. We can give you the drinks and you can tranfer them yourselves." 🤔 while our cups are more insulated, that is not why we try to use them and thus transferring them to our cups is pointless. Additionally, this has generally not been an issue nor our typical experience the last 3-4 months that we have been visiting Dunkin on Sundays. We handed them the cups before handing them the card to pay, so they ended up taking them and filling them. While I have yet to decided whether we will continue to be visiting Dunkin on Sundays, I did request today that they provide us with the cups we paid for so that we may have those refilled in the future instead. Hopefully with the corresponding price reduction we have seen in the past.

While our first issue was the cups, they still failed to provide exceptional service in other ways. The next issue was that parts of our order had been missing and a receipt was not provided, a suggestion would be to just hand it back with the card. When we requested the receipt to verify if our order was complete, they stated that they did not charge us for that item and could not provide a receipt to prove we were not charged. They did end up providing the item, but said they could not find the receipt. Which is unfortunate since now in order for us to discuss and clarify company policy on customers bringing their own cups for refills, we will need to contact corporate rather than the store manager (who we were told is Kim but I'm curious if that is the actually shift manager). I consider this two separate mistakes. One a failure to provide the complete order (or rather a failure to verify the order before charging the customer) and two a failure to provide proof of purchase.

Corporate/general manager response to the issue will determine if we visit Dunkin in the future.

The previous week's experience was somewhat similar but to a...

Heading back to the bay area - this was not in our route. Though we were here at the "Legends" yesterday we skipped it all together because of the heat. Today our hearts, tummies, And feet took us back and we're glad we did. WE MET THESE AWESOME LADIES lead by their sweet and thoughtful manager (wish I got each of their names). We ordered our breakfast and went all out to take some home. The manager who rang us up was very personable and offering me ideas like putting the small donuts in each bags for my 2 girls to have their own. She shared that she has 3 girls and 1 boy and that's why she "knew it all too well". I asked her for what chocolatey iced drink she'd recommend and instantly she knew what my heart needed like she met me before - she recommended iced mocha macchiato AND SHE OFFERED TO ADD A SHOT (instantly knew she was my angel!) We got yo talking about this is the ONLY location right now but she added that they're already looking at adding more locations around reno, nv. That's why we didn't hesitate to turn the other way to hit this spot before headed home. JUST WHEN I THOUGHT I LOVE THIS PLACE AND MY EXPERIENCE SO FAR, little did I know I was about to be more impressed. I set everything I bought in a table because the girls wanted the pink couches - one baby moved and viola! MY ICED MEDIUM MOCHA MACCHIATO WITH EXTRA SHOT on the floor!!! My heart dropped with sadness and embarrassment and feeling bad for whoever cleans in up. The manager trying to take everyone's order in line screamed out to the back "can you make me...." turned at us and said "don't worry we'll clean that up just move everything on the bigger table and enjoy your meal". As soon as she finished with the line of people she came over and handed me "I got you a large - I just know you needed it" we enjoyed our meal and thanked them as we left; my eldest one (2.5 Years old) screamed out and waived "thank you, Thank you guys for the food and the tissue!" AND THAT IS OUR #DDStory THANK YOU TO THIS GREAT TEAM RIGHT HERE THAT MADE OUR...

I’m not one to be confrontational in any sense, but I just can’t help but be disappointed every time I order from this specific Dunkin, this most recent order specifically. I ordered an Iced Latte made with oatmilk, the everything stuffed bagel minis, and the hashbrowns through Doordash. Only 1 out of my 3 orders arrived correctly. The first one isn’t that extreme of a change, but more to my preference - the bagel minis came plain, instead of the everything ones. No biggie! The biggest issue was my latte. I ordered it specifically with Oatmilk, not because I’m lactose intolerant, but again because of preference. When it arrived, I noticed it had a huge sticker on the top of it saying, “NO OATMILK” and “Made with almond milk” I am DEATHLY allergic to all kinds of nuts. I was shocked at not being notified about this change before the delivery, so I called the location, stated I had a Doordash order and the name it was under, and asked if the driver had been notified about the change in “dairy,” to which the girl on the phone said that they hadn’t informed the driver. (Why they didn’t inform them, I have absolutely no clue.) I let her know that I was deathly allergic to all nuts, so the latte i received would not be safe for me to consume. All she said was that I had to take it up with Doordash, and that they couldn’t do anything on their end about it. I just can’t believe that people who work in food service would switch out an ingredient for another that contains such a COMMON allergen without asking or informing the customer beforehand. I understand oatmilk being out of stock as it’s in such high demand, but to replace it with an alternative milk sourced from a very common allergen is appalling to me, as you never know who’s allergic to what. I’ve prevented myself from leaving reviews in the past but this time I cannot get around it as, if not for their “warning,” I would’ve been in anaphylactic shock mere moments after...