Dunkin' — Restaurant in Twin Oaks

I visited Dunkin’ store on 3/3. After picking up my order, I drove to my previous home, which is about 30 minutes away, due to a recent move. When I arrived, I noticed that my sausage, egg, and cheese muffin was missing the sausage patty, there was a hair in my other food, and the hash browns tasted like they had been cooked in very old oil.

I called the store and spoke with an employee (who I believe was named Raja). He took my fiancé’s name, as he was the one who placed the order, and assured me that I could return to have the order replaced. When I went back the following morning, I was met with resistance. The staff initially only wanted to replace my sandwiches, but I explained that my entire experience had been poor and that I was told my full order would be remade.

Additionally, I had ordered a 10-pack of assorted Munchkins. When I got to the window, I believe Raja was the one assisting me, and he was extremely rude. When I was handed the replacement meals, they were missing the drinks. Raja simply stared at me as if I were an inconvenience. When I asked about the missing drinks, he rolled his eyes and told the manager, Sarah, that I "also" wanted my drinks remade.

Sarah then approached and, in a rude tone, asked what had happened. As I explained, I asked if she needed my receipt since Raja had said they would remake the same order. By mistake, I handed her the receipt for the Munchkins, and her demeanor immediately turned cold. She abruptly said, "You know what, just tell me what you had." At this point, I was very frustrated.

To make matters worse, when I opened my new order of Munchkins, they were all plain—completely different from what I had ordered. Not only was my original order incorrect, but the replacement order I paid for that morning was also wrong.

My fiancé and I have been loyal Dunkin’ customers, stopping in almost daily since our move because we love the coffee. I expressed to Sarah how frustrating this experience had been—not just with the initial mistake but with the dismissive and unprofessional way I was treated when trying to get it corrected. Instead of showing understanding, she acted as if I was just trying to get free food, which was not the case. I simply wanted my order to be made right.

For reference, just a few days prior, I ordered a Lava Cake Latte and received an iced coffee instead. I didn’t even call to complain because I understand that mistakes happen. However, this experience was beyond disappointing. Sarah’s insincere apology and overall attitude made it clear that customer service is not a priority. If this is the standard Dunkin’ holds for its managers, it reflects poorly on the company as a whole.

This was truly the worst customer service experience I...

I can’t recommend this place. I received an ice tea that was old and tasted sour. I had also ordered bagel bites. After trying my drink, I asked for a Pepsi. He tried to get me to take a medium tea without ice, since I had ordered a large - not even joking. I told him I didn’t want their tea and asked for my money back since he said he wasn’t allowed to exchange it for Pepsi. He said he needed to talk to his manager. They left me in the Drive-Thru for over ten minutes and 2 cars gathered behind me. Needing to move on with the day, I walked my drink in and left it on their counter and took a picture to prove I didn’t take the drink. Filled out the survey and told them what happened and requested $4 refund of the 10 I spent. They said they would get back to me within 2 days and never heard back. Disputed the 4 dollars with my card company and got a full ten dollar refund. It wasn’t worth all this. This...

I was having a bad day and we had to run errands so I used the app to preorder our donuts and sandwich. We arrived and voice box told us to pull forward. When we pulled forward, no one greeted us to say anything. The windows were blacked out so I wasn’t sure anyway he was there. After we listened to a few songs on the radio, dude opens the window hands me the brekky sandwich and then says, “we are super limited on our donuts currently so we don’t have the exact ones you asked for.” I said it’s probably fine can you just do a variety of what you do have. So he comes back with the donuts. I hand them to the back seat and we open and there is 9 cake donuts and 3 sour cream. I asked if they only had cake donuts and he “shrugs” and says yeah. Why be open if you aren’t going to continue to make donuts. At least glazed. I then had to remind him we also had munchkins. Pretty much the worst Dunkin...