Dunkin' — Restaurant in Tullytown

Today I went to my local Dunkin’(8621 New Falls RdLevittown, PA 19054) to purchase an iced coffee with creamer and less ice. I have been ordering the same exact coffee every single day since I can remember. When I pulled around to the window to pick up my order, the employee at the drive-thru handed me a hot coffee. I politely said to the Dunkin’ employee that I ordered an Ice coffee. She then argued that I ordered a hot coffee. When I left I immediately reached out to the store manager about what had happened. The manager of this store talked over me while I was voicing my concerns and tried to defend his employee. I asked the manager politely to let me finish talking to address the situation correctly. The manager of the store apologized and took down my name and offered me a free coffee for my future visit.

I would like to highlight a couple of things that prompted me to write this email.

When a paying customer politely asks for her order to be corrected you DO NOT insist that what she/he ordered is what you thought you heard. When a paying customer verbalized that she did not order what was being handed to her at the drive-thru you DO NOT try to educate the paying customer in a rude way how to properly order an iced coffee. You DO NOT blatantly talk about the paying customer with another employee while she is sitting in her car in front of the driv-thru window waiting for the correct order.

I am reaching out to the corporate to rectify this situation. I do not want a gift card or a free coffee. Perhaps a proper customer service training for the employee involved. I am in customer service myself and I understand that dealing with the public can be frustrating at times. But there is a better way to handle such a situation and importantly there is a better way to talk...

Today was my last day ever stepping foot near a Dunkin again. I've been coming here at least once a week for the past couple months. As an ex barista, there is absolutely no reason that every single visit is so inconsistent with syrup pumps, burnt tasting lattes, and oversweetened drinks of any type. The only reason I kept coming was the decent rewards system and the quick caffeine. Not anymore. Every visit, my boyfriend's drink will be made just fine and taste great but mine would taste like there was nothing in it. Then if I added only a couple more pumps, it was so sweet it was sickening. Today I ordered a caramel iced coffee and it made me so sick it gave me a migraine until I threw it up. Not to mention that I ALWAYS say "thank you" and "have a good day" EVERY SINGLE VISIT but never ever get a response or exchange any words whatsoever. There is one young girl who works here who was very kind but every other encounter has been rude and awkward. Everything is premade at Dunkin. Their syrups, sweetener dispensers, espresso, etc., so why is it so hard to make a drink correctly? Careless and disrespectful behavior especially to a regular who consistently is giving their money...

I normally go to this Dunkin’ everytime I’m down this way and have always had good service. Today I experienced one of the rudest transactions I’ve ever had in my entire adult life. The woman told me to go faster as I pulled the 13 cents out of my wallet and when I commented that she was being kind of rude she told me there was a long line in a very short tempered manner. She proceeded to then roughly hand me my 2 drinks and bag of food. And as I was being incredibly rushed to hurry my turn and went to drive off she yelled “your change!” This entire transaction she had that very rude, you’re bothering me, type tone to her voice and face. When it’s my turn at the register, drive through or not, then I am allowed to take my money out and put it away in my wallet/purse before leaving and everyone behind me can wait their turn as they have the same rights as I do at the register. I should not be rushed and made to feel like their time is more important than mine. I will no longer come to this Dunkin’ and will make it a point to go out of my way to another...