Dunkin' — Restaurant in Sudbury

Keep Away Visiting my mother’s hometown for her mother’s funeral, and the young man behind the counter was rude and demeaning to her in a way that I wasn’t catching on to until we had sat down and she explained the interaction to me. She was at the counter ordering a coffee, hot chocolate, an assorted mix of donut holes and a half dozen donuts. When ordering the half dozen, she began to list the donuts she wanted and I saw that the kid wasn’t moving from the register. So, I gathered that the process at this particular DD was to complete the transaction before the donuts were to be boxed, which honestly is backwards from every DD I’ve been to in the past three decades. That’s not the problem though. The problem is the employee’s attitude towards my mother during this exchange. He made it seem as though he was trying to express that my mother was stupid for not knowing the order of process at this particular DD, without saying so directly. She had also asked very clearly to add a blueberry muffin to the order, which this kid missed somehow. The donuts and 25count donut holes were prepared and set on the counter first, followed shortly by the beverages. We noticed that there was no muffin in the bag or box, nor was it on the receipt. I hobbled (recent knee surgery) back to the line behind 6 customers to wait patiently to buy the muffin. As this kid brought the drinks to my mom at the pick up window, she asked him for the muffin. She was hungry. This kid’s response showed a devastating lack of training, or maybe just weak upbringing. “You didn’t pay for a muffin.” Two notes:

Kid, speaking directly to you now, you are so lucky that I didn’t want to see my mother spike her heart rate while eviscerating you verbally.

You need to work on owning the situation, this is YOUR house. No one on the opposite side of the counter from you is clocked in; you are. We do not have to understand how you do things when we walk in. It’s on you, the employee, to welcome your customers or guests and guide them through the transactions. You need to own the situation as an employee. “I can’t do that until we do XYZ at the register.” “I cannot give you a muffin unless we run back to the register real quick.” “I’m sorry, I forgot to add that to the ticket, and I can’t hand you something that hasn’t been paid for.” Training. More training. Practice. Do not put it on your customers to know how you operate. Own the situation. There are plenty of other jobs out there for you if you do not want to work there. Hospitality and food service is not for everyone, and I can genuinely say that I do not believe you should be handling food or interacting with customers. I’ve worked with too many people from too many walks of life, and I can tell that you don’t like what you do. Find another job, kid. Do something else. Overall, the entire exchange killed my appetite, and pissed my mom off so bad that she may still swing by to see if she has the opportunity to verbally shatter this kid while we’re visiting. She’s scarier than I am, and my knee hurts so I’m not going to try to...

I have a similiar experience as the review below me, what do you mean you can't do something cuz your computer won't let you? I asked for an item on the menu, turkey sausage egg and cheese sandwich. But instead of on an English muffin, I'd like it everything bagel. And lastly, can you butter the everything bagel first? The lady couldn't do it on the computer she didn't know how to ring it up that way. So I said can you ask them to do it? She asked them, the other Cooks, and they said they couldn't butter it for me it's against company policy. Wow?! I normally don't leave one star reviews to anybody, I love leaving five star reviews for places because I'm generally an upbeat positive person. They said that I could butter the everything bagel myself. Well that kind of defeats the purpose because I want it to be a sandwich I don't want to have to make the sandwich for you. Anyways the food was good, the atmosphere was good, I was looking forward to that sandwich, which isn't a big deal, life goes on, but why wouldn't they just do a simple thing like that? Anyways, the person who left a review below was talking about how could they mess up in order such as a muffin and a coffee because of the computer?! Note to employees, sometimes you have to go off the technology and just prepare something you'd make for your family or yourself at home. Buttering a bagel is not that hard, especially...

I was a regular customer in this store and usually get the same order, one of them was bagel with cream cheese.

It happened quite a few times that they have barely added the cheese. I have asked them to give me the cheese on the side and didn't make it a big deal until today.

Same thing happened and I asked the cheese on the side. The young girl with the tattoos in her left hand gave me the cheese by saying " we usually charge this but it is ok this time".

I said you are not giving me charity, and asked them to charge me for the cheese. She refused to charge.

Sad part is she was not even aware of how rude she was.

Well, they lost a loyal...