Dunkin' — Restaurant in Springfield

I have had issues with my order the last 2 times that I have gone. I use the app to place my order ahead of time so it will be ready for me and lately they don't start getting it together until you are at the window. This last visit I was told they didn't even have my order come through. I stopped at the speaker to tell them my name and they told me to drive through and I sat in a line of 4 other cars ahead of me. If they didn't have my order why tell me to drive through instead of asking me at the speaker what my order was so they could get it ready while I'm in line waiting. I got up to the window and had to show them the order on the app. I had only ordered 2 10 count munchkins and yet got handed the wrong thing.

The time before that they were out of both of the donuts I had ordered but instead of telling me that at one time they told me they were out of one donut and making me choose a donut (which I was then told they were out of that kind as well. Then after picking a donut they did have I was told they didn't have the second donut. I was also told that if you order on the app that there is no way to get a refund so I had to choose something I really didn't want. I had ordered a Boston cream and munchkins. I left with a maple and a plain glazed. That is quite a difference if you ask me. The girl at the window blamed it all on them being short staffed. I don't know how someone calling out sick has anything to do with them being out of almost every type of donut. The Baker didn't call out (I asked believe me)! If you have any other donut place you could go to I would go...

I typically don’t leave reviews, as I’m not one to complain, but I felt compelled to share this experience in hopes it brings attention to an area that needs serious improvement.

The service through the drive-thru was extremely disappointing. One employee began taking my order, only to be interrupted by another who abruptly asked for it again. After I placed my order, I was simply told, “Pull around”—no total given, no thank you, no basic customer courtesy.

When I reached the window, I was greeted with, “Hey, give me your card,” with no introduction, no thank you, and again, no total shared. When I asked what the total was, I was told it had already been given, though it hadn’t. It felt dismissive and unprofessional.

Then, when I received my order, an item was missing. They made the item, but handed it to me with clear frustration. Worse, once I got home and opened my meal, everything was burnt and completely inedible.

I don’t usually take the time to write reviews, but if I were the GM or owner, I would want to know this is the experience being given to customers. Something needs to change.

For additional context, I was the only car in the drive-thru, and the inside didn’t appear busy either. This wasn’t a case of them being overwhelmed. It was simply poor service. Unfortunately, this isn’t an isolated incident. This is the third time in the past month that I’ve either received burnt food or experienced subpar...

If I could give a negative star I would. We made an online order of specialty donuts and the valentine munchkins. When we arrived at the drive thru, we were told that they were out of every donut on our order. We asked why we didn't get a message or phone call regarding that since we drove in the snow to get there. There was no response to that. We were then told that we would find the same issue at the other DD stores, and the valentine munchkins were never available. Which, side note, we later called 2 other stores and they did have the donuts at their stores. We then asked what donuts were available and were told that they could make glazed or blueberry glazed but it would be a wait, and there were only 9 jelly munchkins avaliable. She ended up giving us those donuts, but since it was a pre paid order, we should have been given a refund since we ordered specialty donuts. The staff were very rude, acting like it was an inconvenience that we ordered donuts. There were 2 staff there and both acted like every store was out of donuts also. This is the worst DD I have ever been to and I will make sure everyone is...