Dunkin' — Restaurant in Springfield

I visited this Dunkin' location as a walk-in customer, expecting the usual quick and friendly Dunkin service. Unfortunately, my experience was far from satisfactory. Despite being the first in line inside the store, I ended up waiting for 20 minutes without being acknowledged or served other then the one interaction where the employee rudely told me I needed to order at the pickup line instead of the register. During this time, I observed over 30 cars being served at the drive-through, which highlighted a clear prioritization of drive-through customers over those waiting inside. The line for walk-in customers grew to 15 people, all of us left unattended and ignored. This oversight not only reflects poorly on the efficiency of service but also on the establishment's regard for customer satisfaction. I left the store without being served, disappointed and unlikely to return for another walk-in visit.

For an establishment that prides itself on speed and customer service, this experience was a letdown. I hope this feedback serves as a constructive criticism to improve the service balance between drive-through and walk-in customers, ensuring everyone receives the prompt attention they deserve.

Remove cheap help yourself coffee at the gas station and failed miserably at servicing customers at extremely...

I waited 20 minutes just to get a black cold brew with nothing in it. There were two people working, and while the drive-through was moving along at a fair pace, the person handling the counter could not seem to do any task faster than about one item per five minutes. There was literally only one person ahead of me. I had to remind her that I had ordered the drink, to which she then said “oh that’s right my fault.” The lid was defective, so as soon as I got into my vehicle coffee splashed everywhere (see photo). Not to mention the fact that there was music absolutely blaring inside of that gas station. I literally have not one good thing to say about...

Stopped in at a busy time. As usual, they were short staffed. Let me tell you about Andrew and Brandy, the 2 that showed up to work that shift. Andrew helped me as soon as he got a free moment, and Brandy, who was single handedly dealing with drive through, kept reassuring me - when she had a spare moment to breathe - that someone would be right with me. I greatly admire these 2 who in spite of being overwhelmed were courteous and professional.

Side note - Donuts were mediocre and the munchkins stale, but to be honest I expected that coming in at 3:24 in the afternoon.

Give these 2 hard workers a raise Dunkin Donuts! You need more...