Dunkin' — Restaurant in Town of Ithaca

My partner and I like Dunkin' Donuts quite a bit, probably more than we really should. In fact, getting breakfast here is part of our Sunday morning routine every week, and we've been doing so for probably a year now. And we get almost exactly the same thing every week. So it might surprise you to hear that they mess our order up nearly every week.

We use the Dunkin' Donuts app to order ahead, sometimes as one order and other times broken into two orders (I like expensive lattes, but my partner gets cheap iced teas, so when I have a free drink coupon to use, I break the orders apart and apply the coupon to the order with my latte, since otherwise it just automatically applies to the least expensive beverage). I always select the options for turkey sausage, veggie egg whites, and cheese. My partner always gets either bacon or turkey sausage, with a fried egg and no cheese. My meal almost always gets made with regular sausage and/or a fried egg. His order usually ends up being made with cheese, and with regular sausage when he's asked for cheese. There's just no attention to detail. They offer options on the menu, but don't bother to notice if you've selected them.

We've taken to checking the bag before we leave because we almost always need them to remake at least part of our order. One time a couple weeks ago, they had to remake my wake-up wraps 3 times (first, what was in my bag had turkey sausage and fried egg with cheese; I returned it asked them to remake it with veggie egg white like I'd ordered, so they handed me wraps with veggie egg white and cheese but no turkey sausage; I gave it back again, and the guy making it, in his haste, grabbed the veggie egg whites and turkey sausage and forgot to put them on a tortilla before heating them and had to throw that mistake away, too; the third remake finally got it right.).

Last week, they actually got our food order right (!), but then forgot to make my latte that was a part of the order we'd paid for.

Ordering ahead seems to end up saving us no time at all since we have to wait for them to remake our incorrectly prepared order every time.

We're always made to feel like we're being an inconvenience for trying to get them to make the things we actually ordered. This is a service problem, though, not a customer problem. They either need to train their staff to pay closer attention to order details, or stop offering the options they perpetually overlook anyway at this location.

We keep coming back because it's the closest Dunkin' Donuts to our home, and we do enjoy the food. We don't have this problem at any other location, though, so sometimes if we're going to run errands elsewhere that day, we'll go to a different Dunkin' Donuts close to our other errands to avoid the hassle of the constantly messed up orders.

We'll return because we like the food and the proximity to home, but this location really needs to do...

This is a more specific review for one item: I go to this Dunkin very very often as it is closest to my house. Typically everything is amazing but in the summer I get frozen coffee‘s. The consistency of how they are made is everywhere, but most of the time you get frozen milk rather than frozen coffee. Today I finally got the courage to ask for it to be remade, as I hate being the person to do that, she asked me why and I told her that it tasted only of just frozen milk. She already seemed pretty upset to begin with so obviously me asking for it to be remade wasn’t met with much patience. She remade it and it in fact, had less coffee flavoring in it than the first one. It tasted of straight milk. I’m not sure if that was done on purpose or what the situation is. It just sucks spending so much money on a small frozen coffee to not be able to drink it 70% of the time. It’s the one thing I give myself in the morning to start my day on a good note as I don’t like iced coffee. I just wish it was made more...

January 04,2023 around 7:30A.M. The employees name was Kass, she was very rude to the customer at the drive the through window. First off calling me a bro at the window and saying i didnt pay for whip cream is just ridiculous behavior. I asked for whip cream with a frozen macha latte but there machine was broke so i changed my order to an iced macha latte with whip cream. She took my card a way from my hand at the window when I arrived. After I paid, i saw she the iced macha without whip cream so I asked again for it, since i ordered it. Then she told me“bro you didn’t even pay for it.” Like if i was wasting her time!! If you’re going to work in customer service, in the morning, in a coffee/food related job… You should not be rude, and unprofessional. Dunkin should be disappointed for allowing such rude and lazy employees. All i wanted was the drink i ordered and i was treated very very poorly. This has not been the only time I’ve delt with awful...