Dunkin' — Restaurant in Town of Guilderland

Last week, while I was on my way home, I stopped by your store and bought a Chai latte. My home is a 2-minute drive away. After changing my clothes, I took a sip of the Chai latte and it was almost ice cold. I was too lazy to go back to the store, so I called and spoke with Carmelo. He apologized with a kind approach and said that I could get a free Chai latte if I stopped by the next morning. However, I fell sick the next day and only recovered yesterday. Today(02.01.2024), on my way back from work, I stopped by the store around 5:20 PM, and I explained the situation to Jacob, who seemed unhappy to be there. After finally learning his name, he looked at me blankly and asked if I had a receipt. I explained that I didn't keep the receipt since I had called in. Then, he looked at me blankly again and with a "where did you come from this evening" expression, he said he couldn't give me a Chai latte. I am a regular customer of yours, and this was the first time I saw this man named Jacob. Someone needs to teach him how to treat customers, how to speak, what customer satisfaction is, and how a dissatisfied customer will feel if no solution is offered. I felt embarrassed by his behavior, as if I was trying to get a free drink. I asked to speak with the manager, but he had already turned away and said the manager would be in early tomorrow. I had to practically pull the name Jacob out of him. My request is for you to refund the cost of my Chai latte due to the poor quality service and treatment I received. I will be at your store tomorrow morning, please have the refund for a medium-sized Chai latte...

This location is always busy, always. I live right behind it so I see them at all hours of the day. Doesn’t matter what time of day it is, it can get busy here. Yet somehow there’s often only one employee working, at the most two. It’s clearly impossible for them to keep up. My coffee is almost always bad unless a few key employees are there. It’s just not fair to the customers or your employees to be so understaffed. I can’t blame the workers for the subpar service when they have a line of cars, a line in the store, and they’ve probably been working there for like three weeks and yet they’re scheduled completely alone. Management team needs to get it together here. Hire more people and pay your staff a living wage. Tired of paying $5 for a coffee that’s just terrible, I’ll just make it at home instead.

Not even 6 months ago this place was always great....

This place looks great. They totally remodeled the interior, and it looks really cool! However, It took over 10 minutes for anyone to even acknowledge that there were customers waiting at the counter. It also took me 30 minutes or more from start to finish to get a dozen donuts, 25 munchkins, and a coffee. I was getting donuts for my son's soccer tournament, and I almost missed his entire game because of it. The parking situation, and getting in and out is treacherous, and customers were rude when trying to leave, by not wanting to let me pull out. I will try to avoid this location as much as possible moving forward. If Starbucks sold donuts, they would put Dunkin' out of business based on their business model, timeliness, and customer service alone. Sorry, Dunkin! You should train your...