Dunkin' — Restaurant in Upland

The quality of the food/drink is perfect so I know the 2 stars seem confusing but, let me explain: it really doesn't matter how good the food is if the customer feels uncomfortable going there. The employees are just terrible at customer service. Maybe "terrible" is overkill, it's not that their customer service is bad it's that they don't HAVE any "customer service" at all. It's like we're being served by zombies. They speak in monotone, one word answers, and they don't smile. I don't leave there feeling satisfied as a customer. As a matter of fact, I leave there feeling like I've interrupted them. They all seem to be so bored working there and instead of being happy when a customer finally comes to break up their boredom, they seem to be irritated by the interruption. It's just so off-putting. They are completely opposite of the customer service at say In-n-Out or Starbucks, for example. When I visit those places I'm happy to go there, I'm happy to order, and I leave happy because the employees are happy. When I get the nerve to go to this Dunkin Donuts I leave there with a sense of being let down, of being a bother. I think the problem is that they're not being trained correctly. If they were being trained to give positive and upbeat customer service then most of them would probably do that, I'm assuming. So, if you are the owner/manager and you happen to be reading this, may I suggest that you try a different training approach? I mean, it won't hurt, if anything it'll make...

This place is so beyond gross and horrible customer service by unqualified MANAGERS. Here’s what happened. I was in Victorville and I called an hour ahead to make sure that they had plain bagels. The manager over the phone (female, brown hair pulled back, light blue shirt) said that plain bagels needed to be baked and that they would have the bagels ready for me when I got there. I was like okay great and then I drive an hour to this location. I get there and they give me my drinks but then the front desk person says oh we don’t have bagels. I say please check with your manager because I just called and the manager says “ oh yeah I guess I can make them for you” even though I already called an hour ago so that is ample time to make plain bagels. And then I wait around for 20 minutes even though I’m in a rush and she comes up to me with a bag of two bagels I ordered. She says they went through the slicer so here you go. I check and they look DISGUSTING. The “skin” of the bagel has come off and the bagels are all crooked and curved on the edges. They are absolutely disgusting and look gross! Seriously look at this picture and would you even eat this? What kind of food presentation or standards do they have here? This is gross, unsanitary, and just beyond...

Whatever dude was working tonight should find a new job. I ordered 2 drinks on the app (cookie butter cold brew) and when he gave me the drinks he said they were out of the cookie toppings #1 and #2 gave me a regular lid with a straw. Where's my cold foam lid so I can actually drink the cold foam with my drink? He said they "ran out" I casually drove off and my wife and I agreed we should go back and just get a refund and call it a failure of a coffee run. Went back to the drive thru and told him at the speaker I'd like to just give him the drinks back and get a refund and he said okay. I waited behind 2 cars for 10 minutes and when I finally got to the window he said because it was an app order he can't give me a refund. WHY DIDNT YOU TELL ME THAT AT THE SPEAKER AND MADE ME WASTE ANOTHER 10 MINUTES OF MY TIME. Now I have to call corporate to get my money back. He said he couldn't even give me a gift card with the amount on it so he couldn't...