Dunkin' — Restaurant in Town of Colonie

TL;DR - Piss poor customer service if you get any at all, rude and unfriendly staff, mobile orders that are never ready when I walk in to pick them up, and staff with less than stellar personal hygiene.

I used to work in food and also in retail. I get having bad days and I understand getting behind due to staff shortages or what have you. But there shouldn't really be any excuse for consistent poor customer service. When it becomes a trend, there's a bigger problem and it's usually employees that don't care about the job they're doing. The employees at this location just don't care about their job. I've never been able to order through the mobile app and actually have my order ready when I walk in to pick it up. Most recently today, I ordered I ten minutes before I arrived because last time maybe didn't give them enough time. But to be fair, all I ordered was a muffin, which is all I ordered today too. I walk in and surprise surprise, no order was waiting for me on the to-go shelf. I stand around for five more minutes watching the two employees handle drive-thru orders, getting more annoyed every second as I watch cars leave the drive-thru window one after the other. They definitely saw me because I made eye contact with one of them but it is very typical of all Dunkins that you're basically invisible if you walk in to the counter. Drive-thru orders clearly take precedence, which is really unfair and annoying considering it's usually eight cars long. That's why I choose to do a mobile order. Anyway, it took me leaning over the counter and peering into the back to see if anyone else was around to help me for one of them to finally say to me "I'll be with you in a minute" No less than a minute later she asks what I need. I said I placed a mobile order for pick up but there's nothing here. She says "Morgan?" from the drive-thru window. Then she shouts at me again "Morgan?!" I realize she's talking to me and this is her way of asking of my name is Morgan for the mobile order. I say "No, Matt" She immediately barks back "I don't have a Matt!" I say "Well it went through on the app so.." She then comes over and starts looking through the mobile order tickets printed out by the register and wouldn't you know it, apparently she DOES have a Matt. It usually helps if you look at your orders before saying you don't have an order waiting. She said nothing else. She just turned around, put my muffin in a bag and all but threw the bag at me.

This location SUCKS. Everyone here hates their job, you aren't acknowledged if you walk in, mobile orders are NEVER ready, and for some reason the store is littered in rubber ducks all over the counters, machines, and even the hanging signs that say "Pick up here" which I'm sure corporate has no idea about and wouldn't approve of.

Go anywhere...

I regurally come to this dunkin and put up with the additude and incorrect orders and overcharge because it's the closest to my house but I draw the line today cause I brought my dog to this dunkin like I had so many times before cause it's her favorite thing to do and I made sure to order ahead so it could go quickly and easily. The additude was disgusting as usual and things on my order were forgotten and the things they did remember had things incorrect even when it was clearly written on the sticker. It's not like they're busy, this dunkin is almost always deserted. As she was handing me my dogs whipped cream cup I was setting the other things in my car and she kept gesturing it at me annoyed that I hadn't taken it yet even though I was putting a bag and my drink beside me. My dog is very old and we think it will be time soon to say goodbye to her so I wanted to make this special memory with her for the last time and it was soured thanks to this stores constant lack of care and blatant additude. I'll drive a extra 7 minutes to the other dunkin from now on,...

This Dunkin does not update their drive thru signage after a seasonal item's promotion period is over and charges the customer the full price at the window like nothing is wrong. When you bring it to their attention, they just say the promo is over and they forgot to take the sign down. They did eventually discount my drink after I asked again why I should have to pay more than the menu I ordered from, but the price should have been adjusted as soon as they realized they forgot to update it. I shouldn't have been made to feel cheap and petty for arguing over $2 in a drive thru window...it's the principle of the thing and the customer should never be wrong in these situations.

I only felt compelled to leave this review because this is actually the SECOND TIME this same thing has happened to me at this location. The last time was about a year ago, so I figured things may have changed since then and really what are the odds of this happening again...pretty high...