Dunkin' — Restaurant in Town of Mendon

This store has gone seriously downhill. I used to come every day if not more. Now I go as a last resort or in hopes it has changed. The drive thru is always backed up and there have been occasions you sit at the box or in line well over 15 minutes even with only a few cars. One day the car in front me ordered and the staff told him I don’t know what that is. The customer explained as it wasn’t anything complicated and the staff said yeah I’m not making that I don’t know how. The customer left and said no problem I will go somewhere else. That day I waited 25 minutes start to finish for a hot coffee with cream. Today I saw the drive thru was backed up as usual so thought I’ll go inside well, mistake number one made. I stood at the counter for 10 minutes as the 2 employees took orders at the drive thru and never acknowledged my existence. There was one other gentleman in there waiting for his order who seemed quite astonished at the wait as well. I don’t know how long he was waiting for his coffee yes that’s it a coffee but he stood there the whole time I was waiting to order. I listened and waited to be acknowledged as the one girl employee yelled at the young man several times about how he was messing up the orders and what he should be doing and not doing which to me the young man was begging for help and her stern and judging nature maybe is part of the reason this place is so in the grave. I would be damned if I worked for anyone who talked to me that way and pretty much barked orders and told me I was a screw up. So I finally got the girl to come take my order and well her customer service to the customer is about as good as it to the poor employees she directing and I’m guessing training. Well 20 later minutes for cold food and coffee that tasted of old gas station coffee. I’m not even sure it would pass as that to be honest. My snacking bacon was definitely just a microwaved hot mess of regular greasy bacon and my coffee danish was about the only thing right in this deplorable establishment. I think the managers need to step in and see what’s actually going on because if this continues I know I am not the only one who will drive the extra few miles to another Dunkin for better service and...

Have to say it's wonderful to have them in our little town. Everything there use to be so fresh, donuts tasting like they just made them. But I have noticed the quality of the donuts to go downhill. They must be defrosting or something. They feel hard and icing or glaze is terrible. I like the chocolate glazed and when you receive it. It's not glazed like it should be. Instead feels like it's wet from watered down glaze or it defrosted that way. Yesterday I had the Boston cream. Chocolate just crumbled in my lap, donut seemed 2 days old and hardly any cream. Glazed donuts, donut seems 2 days old hard and same with the wetness tasting of the glaze on the donut. It's just not this location the donuts are like this. Many others. Duncan was known for good donuts But it seems they are slipping to keep up with the other orders and keeping up with all the other fast food places. But also the manager training and scheduling at this location is terrible. The manager needs to think about how active our school is and actually have the calendar of sports event. Because if they scheduled properly, there would never be a back up issue or stressed out employees that are overwhelmed with short staff. They need to know their community activities and plan accordingly!!!

Time to look into your factory packing or go back to making them fresh like grocery stores do!! Our town, people will actually go to the grocery now to get the donuts. 300% better than yours. Also, the presentation is not there anymore, the personalities at the window are needing too frazzled. I have know friends who work there and will complain about this manager over and over. But I also hear them through the drive thru window arguing about something all the time and the manager.

Service is always hit or miss. Even though it's a drive through, it will get backed up..like any other fast food company. People just need patience or order ahead before arriving and pick up your food...

I was super excited when this Dunkin' Donuts was first built because I love Dunkin' coffee. Unfortunately, every time I come to this specific establishment, the customer service is severely lacking. My boyfriend and I came here tonight as we were heading home from HFMP, he is a coffee fiend so of course he wanted a large iced coffee. So, when we pulled up to the drive-thru, he ordered a large. Immediately the girl over the intercom (rudely and abruptly) says "we have no large cups" with no explanation, no offering of a medium and a small to make up for the lack of large cups. Just "nope we don't have large iced cups". Uhhhh okay?

Also, I think it's worth mentioning that both my boyfriend and I are in the barista field (he works at Starbucks and I did as well) so we know what good customer service looks like and what bad customer service looks like. We also know that situations out of your control can occur and that sometimes, you can run out of important items at your store. However, the way you handle those types of ordeals are extremely important. It is the decisive moment of whether or not a customer will come back to your establishment. Sadly, this has happened more than once at this specific location. Hopefully, the managers will begin to notice the trend on these reviews and train their employees on customer service as it is so badly needed. I think this Dunkin' could be amazing if they work on this...