Dunkin' — Restaurant in Summerville

I've come here several times as it's on my way to work. Since I found the location, it is usually pretty slow when I come through before 7 a.m. Today was different, as expected (in the industry) they were busier than usual. The tiny drive thru was packed, so I went in. I placed my order and waited, watching all the cars that were in the drive thru get their orders and speed off. I waited, I watched others get their items, I watched as half a dozen people came in. I watched as workers clocked in and began helping elsewhere. After fifteen minutes I received my drink. I asked the kid about the rest of my order, he said, "they're working on it." The gal brings my avocado toast, and I ask her about my donuts. She was manning the food prep and was obviously busy but walked back over to the young kid and told him, grabbed receipts lined them up, and went back to her duties. Over twenty minutes in this store without a hello, not so much as a thank you or have a nice day, nada! The "manager", she was making drinks for the drive thru, didn't even glance at the lobby once. Ya'll, please do better. And tell the sleepy heads that clocked in at seven to wake up and move like they've got people in front of them. And don't forget...

I ordered a matcha this morning and planned to use one of the coupons I received when the store first opened (they gave the first 100 customers drinks for a year). I’ve used this coupon before without an issue, so I didn’t expect a problem.

At the window, I was told I couldn’t use the coupon. That was fine — I said I’d order something else instead. However, when I asked to cancel the first order, the employee audibly said “oh my god,” as if my request was an inconvenience. I was the only car there, so this reaction was uncalled for and left a negative impression.

I’ve worked in food and beverage, so I understand the challenges of customer service — but professionalism matters, regardless of the situation. Talking about a customer where they can hear you and reacting with frustration over a simple change is not acceptable. In my job in healthcare, if I reacted like that to a patient or their family, I’d absolutely hear about it.

Experiences like this make customers feel disrespected and less likely to return. I hope this feedback helps improve future service.

(Sept 16, ordered at 6:13 AM- drive through...

I’ve been waiting all week for my Dunkin, little Friday treat for making it through the work week, pulled up ordered for my usual, large iced chi with whatever flavor sounds good at the moment and lite ice. I pulled up to pay for my LARGE chi and my munchkins, and I was given a cup HALF filled. When I asked why, I was told that those types of drinks (chi especially) are pre measured and since I asked for lite ice, that’s where it fills. I told her that doesn’t sound right and that’s never been a thing when I always order it and she just looked at me and said sorry. Whatever, drove off took my first sip and it’s just milk and ice. So I paid for a large chi with coconut (try it!) only to get a medium cup of milk with ice. The quality of the place has gone down and it’s a shame since they...