Dunkin' — Restaurant in Town of Mount Morris

I am someone who NEVER leaves reviews or complains but the experience I had here this week was so unbelievable I have to warn others.

I live in the area and have been going here consistently for 3 years with no significant issues. I came here on Tuesday 8/26 to test myself to breakfast and coffee for MY BIRTHDAY. And that was the biggest mistake I ever made.

I pulled in at 11:05 am — the lot and lobby were busy with many cars, but the drive through was completely empty. I pulled right up and said hello and a woman said she would be right with me in a minute. No problem. So I thought. I wait there for a FULL 10 min with no sound. No check in. Nothing. I finally say, “hello is anyone there? It’s 10 min and no one has taken my order yet” The woman says, “sorry just a few more minutes” Whatttt?? I continue to wait ANOTHER 10 min At that point, now waiting in the drive through for 20 min and have not even placed my order. I say “hello, is anyone there?” Multiple times— trying to get someone’s attention. About 7 cars have pulled in behind me in the drive through and left at this point, due to the wait.

There is NO RESPONSE at this point. I keep saying “hello, hello” and nothing. I finally say, “excuse me, this is absolutely ridiculous and rude. I understand if you are busy, but No one should be treated like this” still no reply.

I go ahead and pull forward anyway to try and talk to someone at the window. There is another car already sitting at the window, so I wait ANOTHER 20 min behind that car at the window to speak to someone. Finally, that car pulls away and I pull up to the window. Now having been in this drive through for a full 45 min- WITHOUT MY ORDER EVEN TAKEN. I have it all on dash cam and can prove the time I was in the line.

The worker acts like nothing has even happened when I pull up and says “what did you order?”

I’m obviously very upset and day “nothing!!” I waited at the speaker for 20 min and you completely ignored me. I don’t care how busy you are, no one should be treated that rudely.

She says it’s not her fault that they are understaffed, and the store is very busy. I say, I completely understand being busy and understaffed, I’ve also worked at several coffee shops as a young person, but to leave someone sitting at the speaker for a full 20 min without even taking their order — and ignoring their calls for assistance at the end — is absolutely unacceptable. There is no level of “busy” at Dunkin’ Donuts that would require you to ignore someone and not even take their order for 20 min.

She became incredibly defensive and said it was just busy. There were 3 people working in the store, so you’re telling me not one single person out of 3 could did the time in 20 min to take an order?? I asked her why they were not alternating, between inside guests and drive through guests to take orders? And again, she is defensive and says “I was alternating”. Ummm…. If I say there for 20 min then you clearly were not alternating taking orders.

She gets frustrated at me calling out the unacceptable behavior, and says “well do you want anything or not” with a major attitude. I say “no, let me speak to your manager” She rolls her eyes and leaves for another 5 min - only to come back and say her manager isn’t here.

I finally just ask for a raw bagel that I can cook myself at home. Just getting that only took another 5 minutes. 5 min to be handed a raw bagel that she charges me $2.50 for???? A single raw uncut bagel.

I am truly at a loss for how people can believe it’s okay to treat customers like this. This is a business and your goal is to provide a service. I have never been treated like this or had such a horrible experience in my life. And ON MY BIRTHDAY. Just trying to treat myself.

No accountability. No apologies or offering to make it right. Just rudeness and deflection and excuses.

I used to be a regular customer, now I will avoid this location like the plague.

Owners should be ashamed at hiring such incompetent, rude workers and invest in some customer service and...

Worst experience ever.. will never return.. after ordering two sausage crosants two orders of hasbrowns and two orange juice... We received two bacon egg crosants and one order of has browns .. we politely addressed the mistake and returned the two sandwichss and was asked too pull forward while the corrected the mistake.. after a few minuets two more sandwichs were brought out Wich were both wrong again but at least had sausage instead of bacon and no hash browns we asked the women said there was twelve hasbrowns puppies in the one container .. and walked back in .. because I'm not a DD employee I didn't know twelve tiny burnt hash browns was two orders in one container and waited all most fifteen minutes thinking they were going to bring out a second order.. after waiting I went in and addressed the issue they said well you can just pick the stuff off the sandwich you didn't order and no one has ever whined or complained about putting two orders in one container .... Excuse me?!? I asked well what are we supposed to do me and the stranger that ordered eat out of the same container and if that was the case why didn't they just make a double stack sandwich and we could both bite off the same sandwich.... I asked for my money back to be met with more rudeness and immaturity.. this place is a joke and the management should be replaced with some one who actually has some exsperience after speaking with the management I know why this place is a failure and probably negative...

Don’t get me wrong. I love Dunkin’. More than Tim Horton’s and Starbucks (which is so overrated). But THIS Dunkin‘ Donuts in Mt. Morris, NY is one of the most poorly managed DD I’ve frequented. One time I asked for a hot latte, and they have it to me just adequately warm. And every time I ask for an iced coffee and emphasize that I want it DECAFFEINATED, they’ll serve it caffeinated. And their iced coffee has sugar granules on the bottom, every time. They haven’t stirred it well. And twice I ordered food too and they forgot to give it to me, so I stood waiting for a while until I had to remind someone to give it to me. And their building is TOO COLD, even during the cool months. But mostly - mostly I have to say, I get it: customer service and retail business is a pain (I work at Walmart), but, as a retail worker, I also know this: customer service should ALWAYS be friendly, satisfactory, and efficient - no matter what. Either your employees need more training, or your managers need to do something about your Mt. Morris facility. Or both. Your services are frankly poor and need to be re-evaluated. Please improve!!! I love DD and wish to be a loyal customer, but your Mt. Morris cafe is making it so hard for me to appreciate...