Dunkin' — Restaurant in Town of Colonie

I had initially had ordered a Caramel Chocolate Cold Brew under the assumption that it would work with an offer (free cold brew with any purchase, I had also ordered a large iced coffee ) that was presented in the app. To my surprise it did not, but I understood. Two members of the staff were very nice and told me it wouldn’t work since it was a “specialty” drink.

I had responded with an “okay” and then another member of the staff emerged, presumably a manager or person of power. She proceeded to yell at me explaining everything the other two members of staff had already said. I told her that I understood but going forward I would just like the Large iced coffee that I had also ordered. She told me I needed to pay for everything I ordered and kept yelling at me in the process of trying to tell me what I was to do with my money. She directed me that I was to pay the entire amount even though I had just wanted my large iced coffee. Mind you, I hadn’t even said a word to her to cause this abrupt reaction. I was very kind to the other two members of staff, and my behavior didn’t warrant this very aggressive response. She then said again that I was to pay the full amount while only receiving the large iced coffee. I found that this was ridiculous, I asked for the new total she gave it after my refusal to pay the $9 and change she had told me. She then responded with yelling at me saying it was $4.53. I then proceeded to give her $5 in cash and she gave me the change back very aggressively.

I’m not sure why she thinks aggressive behavior like this is acceptable in a customer service environment. I also would like to add whoever trained her for this position did a poor job and she her behavior has reflected badly on the entire location.

To end the visit I had asked what her name was but everyone was afraid to say. Until someone stepped up (one of the kind staff members from before) and whispered her name to me. It was “Kay”, that perhaps could be false due to her fear of this woman but that is what I have to go off of.

This “Kay” individual needs a lesson in customer service and a round of classes for serious anger management. I will advise no one proceeds to this location when this woman is on the clock. You may get screamed at for misunderstanding...

Rude worker. Bad service. I asked if I could get a half a dozen of donuts. This woman Told me I couldnt pick my own donuts, then the donuts they gave me were quite literally rock hard and crumbling. Ordered a matcha latte, get to the window, they don’t give me a latte, I ask for the latte, she says I have to go back around and RE ORDER IT because she didn’t “hear me” even though she said “mhm” not to mention there was no one in line behind me??? And I have to drive around??? Yeah no. moving on, they BURNED my croissant sandwich it was literally black. After the woman told me to go back around I went to the other Dunkin’ Donuts down the street which was MUCH better service and quality products. If you are thinking of going to this Dunkin. DONT. Go to the one a few stores down. I don’t know what this workers name was. But she had a lot of piercings and I think dark red hair. And I feel bad for the people that have to work along side this aweful woman and if she’s so rude to a teenage girl and her LITTLE 10 year old sister I can’t imagine how she treats her co-workers....

If I could give zero stars, I would. I’ve done drive thru several times at this location and the employees are condescending and rude. My friends and I placed two separate mobile orders and went to pick them up in our car and they said that wasn’t allowed. The store and the drive thru were EMPTY. Instead of politely informing me that company policy says you can’t do that, she chose to be condescending and rude. If this place is going to be that militant about a policy early on a Sunday morning when the entire place is empty, maybe the store should at least ensure that they are training their staff to have basic customer service skills or at least common human decency. If I place an order and say thank you, I expect a customer service employee to at least be polite and tell me to have a nice day, but apparently that’s too much to ask...