Dunkin' — Restaurant in Town of Somers

I really didn't want to resort to writing a bad review but I feel I've been left with no choice! Due to their disorganization and young teens running the place, everyone is unprofessional all the way down to the owner. My initial visit was to place an order for a cake and I should have run out of there then! Had a rude encounter with one of the young teens working there but I tried to let it go. Called a day before I was supposed to pick up my cake to confirm it was going to be ready the following day and to also confirm the name. Picked it up the following day to be greeted with a cake having a completely different name on it. The manager tried his best to take off the name and wrote the correct name over it. When I brought the cake to my son's birthday party, there were remnants of the original name behind my son's sloppily written name. It was so embarrassing. I knew I would have to contact them to rectify this, since I received a cake that I would have never paid for. I tried reaching out to the owner, a couple of days later, to rectify the situation and his remedy was not a remedy at all. He actually asked me to bring back the cake so he could refund me, or he could make me another cake. How insulting?! What was I supposed to do, not have a cake for my son on his Birthday? I told him I wanted to be reimbursed and that I did not want to step foot in his store again due to the rude staff and disorganization. He said since I had eaten the cake the best he could do was to make me a new cake! Yes, just what I need another birthday cake for my son's Birthday, 3 weeks later. Due to this store being a franchise, corporate can't send a reimbursement, only the owner can. This is embarrassing for how this is being handled and extremely infuriating. You trust a franchise to deliver what they promise, and when they mess up and you bring it to their attention they ignore your request to be reimbursed....

Store is usually busy, especially in the morning times. Which means that most orders take a long while to get ready. The longest I waited for my order (a small hot chocolate and egg sandwich) was about a half an hour. With customers constantly coming in and out of the door. Not to mention the store was filled beyond belief.

And, due to this store being so busy, they don't seem to get the orders done properly and/or the orders are poorly put together. My hot chocolate ended dup having a ton of black goop clinging to the lid and side of my drink. And my egg sandwich was not only cold but didn't have the proper ingredients that were listed.

Today, with the store being almost completely empty, I expected a huge difference in service but I was unfortunately proven wrong. Today my food didn't come completed, my avocado toast with bacon, or at least completed to my satisfaction. The bread was burnt, almost couldn't bite through the first bite. It had chunks of avocado clumped onto it and less then the bare minimum amount of bacon.

I know I cant get everything I like done to my order, and especially not consistently. But I expect the basics, and this, unfortunately to me, is far below...

I don't appreciate an attitude from a rep with glasses when my order didn't have cold foam on it which I paid $.70 more for and I kept saying "Hey" "hello" like 5 times 2 feet away from him and he finally acknowledged me after ignoring several times. I simply asked "I ordered cold foam for $.70 more...." The rep said "Okay....?" And just looked at me like I was incompetent, which i am far from i run a store.AND Ive worked at dunkin back in the day. Then grabbed the drink from me and just put it down, the girl asked what it needed and was like "it needs cold foam i guess..." so another attitude problem from him. She however was excelent and so was the man who took my order. If someone orders something from my store I can 100% guarantee I would fulfill it or reach out to the customer if we were out (which you were not). This guy needs more training in customer service and how to fulfill orders. If my rep had an attitude like that I would and I DO fill out coaching forms. If he is a manager, the DM needs to address. If it was the wrong person you surely would lose business with attitudes from representatives. I will be also leaving a survey on this experience on the receipt...