Dunkin' — Restaurant in Tustin

My first time visit at Dunkin Donuts was an experience that is completely astounding. When I went through the drive thru at Dunkin Donuts in Tustin,CA I mentioned to the associate that it was my first time ever at a Dunkin Donuts and my first thought would be that she would kindly walk me through the menu or suggest their most popular items, well I was wrong that never happened. I asked a couple of questions to which she very rudely responded. Anyway, I proceeded to order for my family and I, my total was well over twenty dollars to which I proceeded to pay with a fifty dollar bill, I did not see the tiny print on the window that said that bills over twenty dollars would not be accepted, Vianey P. attempted to take my fifty dollar bill because my total was over twenty dollars but her coworker said no, this is the part that completely makes my mouth drop because for someone who has over ten years of customer service I would never allow my associates to speak to a customer in that matter, an associate by the name Mary Lou was standing behind Vianey P and very rudely and loudly said "can she not see that there is a sign that says we don't accept bills over twenty dollars?" When I heard Mary Lou say that I kindly asked if that was something she was attempting to address with me but she said "oh no I was telling her (pointing at Vianey)" Like I previously mentioned I have years of experience in customer service in management level and if properly trained my associates would never be allowed to speak to a customer in that manner. As I was driving away I realized that this awful experience gave me very little desire to return to any Dunkin Donuts. I would like to speak to the owner of this location and have this addressed because if, I, a first time dunkin donuts customer was treated this way I cannot begin to imagine how other customers are...

I am extremely disappointed with the service at this Dunkin’ Donuts location. The professionalism and quality are severely lacking, and the staff does not seem knowledgeable about handling customer orders.

I recently ordered their new brisket item and was deeply disappointed with what I received. On my way to school, I tried calling this location multiple times that day to address the issue but received no answer. I even left two messages and never heard back. When I finally had the chance to visit the store today to speak to a manager, they refused to honor the situation, claiming too much time had passed—even though I explained I had been too busy to return sooner.

Today, I ordered a frozen coffee and some Munchkins. To my surprise, the “frozen” coffee I received was completely watered down and clearly not frozen. I politely handed it back, explaining the issue, and the manager made me wait another five minutes only to return and tell me their blender wasn’t working. Yet, they were still going to hand me a drink I didn’t order without disclosing that upfront.

This level of unprofessionalism is unacceptable. The lack of transparency and poor customer service are baffling. When I asked for my money back, the manager showed no accountability for the errors and didn’t acknowledge the inconvenience caused.

I have spent a lot of money at this location in the past, but after this experience, I will no longer return. I would rather drive to a different Dunkin’ Donuts for better service and quality. This location desperately needs better management and training for its staff to improve functionality and customer...

so I placed a mobile order for drive-thru pick up to get my free coffee. I ordered an iced coffee with caramel and cream. I pull up to the drive-thru and get my coffee and as I’m exiting the parking lot, I taste my coffee and see that they forgot to have the caramel. That’s fine. It’s a simple mistake. I go back through the drive-thru and ask the girl if they could add the caramel. I pull up to the window and she takes my coffee (which was unusual since at this exact location they have that told me that they cannot take back drinks for hygienic purposes). Fine, the worker takes my coffee for like .2 seconds and then gives it back to me. Confident that the issue was resolved, I drive away and taste it to find that not a single trace of caramel was in the coffee- it tastes the exact same. At this point I am running late so I just leave. I think it’s messed up that she played in my face and pretended to add the caramel when she didn’t. It’s a real shame because over the years I have given this Dunkin so much...