Dunkin' — Restaurant in Tifton

I call two weeks ahead of time to order a custom cake off the website. Young man takes my order, I hang up. I call back about 3 days before the order is due for pickup just to be sure it will be ready and the same employee who took my order tells me his manager never turned it in. I ask to speak to the manager. I unknowingly end up on the phone with the shift lead that the manager has pretending to be the manager, the employee who took my order, and the actual manger listening in. When I tell the shift lead what happened the actual manager listening in pipes up but only to chastise the employee who took my order for telling me that he never turned it in. I believe the employee who took my order. The manager finally speaks to me directly and says he has turned my order in but that it is supposed to be paid in advance. I say no problem, I was unaware, let me pay now. He says he cannot take payment over the phone and their location is not live on the website to pay online yet. I ask why no one bothered to call and tell me that I needed to pay instead of just not turning in the order at all. He assures me he has turned in the order. I drive 40 minutes to the store that night to pay before they close and when I arrive they cannot figure out how to ring me up. Eventually I end up just paying more for the cake than its priced at online so I can just get out of there. I get there Saturday to pick up the cake... no cake. They grab a standard oreo cake out of the freezer slap my name on it and try to get me to take that cake. When I refuse they call the manager to come to the store. We wait for about 10 minutes, we get a refund and eventually just leave. I never yelled I never talked down to anyone I simply stated what has gone on from the get go which was all true and that I was refusing to take a cake I did not order. About 10 minutes after we leave and head somewhere else to get a cake for my daughters birthday last minute, the manager calls me and I tell him that even though he assured me that my order was turned in, it in fact was never turned in after 2 attempts to order and a late trip to pay for it in advance so to add insult to injury my daughter does not have a birthday cake for her party in an hour. His response to me was that me not having my cake was not the issue it was the way I conducted myself. I cut him off quickly because at this point WOW. I told him he was so far out of line and that after multiple calls, and a late night trip to pay for it that he was most definitely the issue since the cake order was turned in to him and he failed to get it ordered TWICE. I also told him that his staff is not properly trained and that he should be ashamed for chastising his employee while on the phone with a customer for clearly telling the truth which made him look bad. This guy was ridiculous to be honest. I hope the Patel's get this dude in order. This whole experience was a mess and the manager was the messiest part. This happened on 8/16/25. Couldn't leave a new review bc they have turned them off (probably because so many of them are bad) so I edited an older one. BEWARE. We will stick with Publix or our local bakery from now on for any cakes. Prior to this we have also had really long wait times both inside as well as the drive thru, received the wrong food and drinks in the drive-thru, and I have even gotten home with muffins that when we opened them up were completely raw in the middle (uncooked goo). Its safe to say we gave it as many try's as we care to give at this point. This place is brand new and going...

I've been to this location several times, and let me tell you, you can tell the management of this location needs a complete overhaul.

The customer service experience is very poor—no greeting when you walk in, extremely slow service, and employees who clearly don’t want to be there. Most of the negative reviews here are a direct reflection of improper management and disengaged employees.

Granted, I hold high standards as a former Operations Director at Chick-fil-A, where customer service and training were taken very seriously.

This feels like a case where the owner/operator has taken a hands-off approach, likely unaware of what’s actually happening inside the store—hiring practices, staff training, cleanliness, inventory, and overall culture. Running a successful restaurant requires being present, investing in employee development, holding staff accountable, and setting clear standards for service and operations. Without that kind of active leadership, mediocrity and failure become inevitable.

Running a restaurant just isn’t something you can do from a distance. You can’t only worry about food costs or P&L reports and never step foot in the store. It all starts with hiring the right people, training them well, and paying a decent enough wage to actually attract good employees—the kind you’d see working at Chick-fil-A. If you skip those basics, the customer experience is going to suffer no matter what.

My advice to the owner/operator would be to hire a well-trained manager and assistant manager with solid food service and customer service experience. But first, do a clean sweep—fire the current management team and employees. Do a complete overhaul. Then stick a sign out front that says “UNDER NEW MANAGEMENT” so customers know things have changed (since this store has developed such a negative reputation and many locals just go to Starbucks or Espresso...

So far, I've only gone to the drive thru and have had excellent service there. There is one particular employee who is always super sweet to me and helpful when I can't decide what to get. He is great and hopes he knows he brightens my days and I'm sure others. With that said, I'm honestly not a fan of the coffee drinks. I think I just haven't found one that I like yet, but my last attempt was pretty good. I ordered cookies too and they were not good at all. They're prepackaged and the icing easily detach from the top of them. It was weird and not...