Dunkin' — Restaurant in Town of West Seneca

Update to review: the customer service here SUPER misses sometimes. In the app, the drink I order literally says to pick up within 5 minutes of placing order to enjoy the cold foam. I placed my order 4 minutes before I got to the store. The lady today acted SUPER dramatic. "You literally just placed the order, we're not miracle workers" mind you, if I ordered at the speaker you'd have even less time to make the order. It's 2 drinks and 3 wraps. Not a huge order by any means. I've worked at a chain coffee place for about 5 years in the past. Where we had 2 minutes from the speaker to have customers on their way (30 second window times). And our mobile orders did not immediately pop up either like yours seem to, if the time were an issue. However, for cold foam drinks it literally says in the app to pick up within 5 minutes. The snarky attitude was totally unnecessary. "We're not miracle workers." It's a coffee shop, it's not that deep.

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Ordered through the mobile app for drive through. The order taker and girl at the window were very nice. The cookie butter cold brew was very good, maple bacon sandwich was good but they didn't put it on a plain bagel like I ordered. (Not a big deal but still was not what I ordered). Forgot the donut we ordered and we had to go back around. The jelly munchkins were not actually filled with anything which was kind of disappointing. Better than most Tim Hortons but Starbucks is still better. This was my first time...

Absolutely DO NOT recommend.

We go through Dunkin nearly every morning for our coffee on the way to work and, while some mornings they struggle to understand our order (caramel craze lattes with oatmilk - I don’t know why its hard, but only a few people get it without issue), most of the time atleast they’ve been polite and courteous.

Yesterday however, the person (a you g man) taking our order kept interrupting and when we got to the window the woman leaned out and said “do you have the app? The espresso drinks take too long to make so if you’re going to order them you need to order ahead.” Pointed out the line behind us and said “I’m not saying this is your fault, but the line gets backed up because of you.”

Seriously? SERIOUSLY!

I try very hard to be patient and empathetic - I’ve worked in the food industry and retail, I still work in customer service face to face with clients. I know how awful customers can be and how stressful the public is... but I was FLOORED that this person had the audacity to try to make ME feel bad for the service they are paid to provide. It’s a coffee and donut chain... and this employee just told me I was holding up the line by ordering a coffee

I will get my fat butt out of the car and walk inside Spot every morning for my coffee going forward until the Starbucks down the street opens.

I will NEVER shop anywhere I’m not wanted- their line should go much...

I am new to the area and have ALWAYS chosen Dunkin over Tim's. I drive by both on my way to work and typically stop at Dunkin. While the food is mostly consistent, about 50% of the time, it is wrong. Missing cheese, too much or not enough cream cheese after asking for double, it's barely covered, wrong sandwich all together and/or missing an item. Yes, the lady who takes your order is pleasant, but I have not found one other single person who hasn't been sparky at one point or another. There are so many staff in there working, it doesn't appear that there is any organization at all. I don't know why there are so any employees when there is never anyone in the dining room. I'm not even 100% sure it's open at 7 am. I am really really close to dumping dunkin and going to Tim's. Would be nice to see some improvements in staffing...