Dunkin' — Restaurant in Town of Greenburgh

I’m writing to express my deep concern regarding two separate incidents at this particular location, both of which reflect extremely poor customer service and a lack of professionalism.

The first issue occurred when I sent one of my employees to redeem several gift cards we had received from our customers. Upon her return, she informed me that she was charged over $60. Confused, I returned to the store myself to investigate. I was told by a man claiming to be the manager that the gift card values had been charged in addition to the price of the food. No refund was issued—rather, I was simply told to “use the gift cards another day.” This was highly unprofessional and unacceptable.

The second incident happened today with another one of my employees, who frequently orders from this location. He placed an order via the app and received confirmation that it was processed and paid for. When he arrived to pick it up, the staff (a young girl with dark curly/wavy hair and someone else) claimed the order didn’t exist due to system issues. Despite him showing proof of the transaction, he was repeatedly called a liar and denied service—over two doughnuts. He eventually reached over the counter to retrieve the items himself, a decision we’ve since addressed internally, but the situation escalated further when staff called the police. Four patrol cars responded to this situation, which could have—and should have—been deescalated by your team.

These incidents highlight serious gaps in training around conflict resolution and basic customer service. Regardless of the industry, professionalism and courtesy should never be optional. I strongly urge Dunkin’ to investigate these events and take meaningful steps to ensure situations like this do...

We haven't been to this Dunkin' Donuts in quite some time but I purchased a donut and a bagel bite. The bagel Bites are way too expensive and you only get two of them. In my fondest opinion, Dunkin' Donuts is ripping people off. They should be giving three of them in an order. The donuts are generally getting smaller and smaller at Dunkin' Donuts including their coffee rolls and it's almost embarrassing. However, my tea was nice and hot the way I like it and I always have a nice experience with the workers. The Dunkin' Donuts staff is excellent however the quality of the food is diminishing and so are the sizes of their selection. It's sad but it's happening. I help people at Dunkin' Donuts are...

Service was very slow in here. There was a huge puddle of spilled coffee on the pick up side of the counter. Several customers notified staff while i was waiting in line. There response was, We'll get to it. There was no slip hazard sign placed or any other precautions taken. Eventually a customer asked if they could pass her some paper towels and she would get up as much as she could. They didn't come around to help her, they just watched. When she finished, there was still a mess that needed to be cleaned. I was there for atleast 10 more minutes after she had left, and they still didn't come around to clean. There were 3 employees working behind...