Dunkin' — Restaurant in Urbana

I’m not one to usually complain, but I was beyond frustrated with my experience at this Dunkin Donuts (Hyattstown, MD). I visited this specific location tonight, Feb. 23rd around 7pm. I was told by the young lady at the drive through speaker that it would be $10 and some change for my order. When I pulled up to the window, another young lady proceeded to give me my food. She didn’t ask for payment, so I assumed she thought I paid with the other young lady. Trying to be polite, I informed her I didn’t pay yet, and she starts laughing with her co-worker as they take and run my card, telling me it’s now $13 and some change for my order. I asked her if she mixed up my order with the people in front of me because she originally told me $10. I know it’s only a $3 difference, but her excuse was, “The total I told you didn’t include tax.” I’ve never had someone tell me the total without tax, then tell me it was $3 in tax for a $10 order. The two girls proceed to laugh and when I go to pull away, the one girl says “I just guessed for their order.” I get home and go to eat my bagel (keep in mind I'm not one to usually complain about things being burnt) but this bagel is not even edible. I ended up throwing it away. If they would have at least offered to make a new bagel because they accidentally burned it, I would have been totally fine! The fact that they didn’t even ask if the burnt bagel would be okay for me goes to show how much they care about their customers. These girls really need to learn maturity and responsibility when interacting with people. I’m not asking for anything free from this, I’m just expressing my frustration with my experience here. I will most likely not be returning to...

I have ordered Frozen Chocolate on the app many times over the past two years at this location. At least 1 out of every 3 or 4 times, they make a frozen coffee instead and when I tell them it looks wrong, they say that my add ins change the color, so I taste it and tell them it is frozen coffee and they tell me that the caramel make it taste like coffee instead of chocolate. They just don't want to admit their mistake and make the right drink. Today, I walked in and ordered a donut and a free frozen chocolate with my reward beverage. The person at the register charged me for the drink anyway and then when I pointed out that I requested to use the reward, she acted like she didn't understand. I asked several times in several different ways and she continued to act like there was a language barrier. I have ordered from all of their employees and there was no language barrier before, including with this person. Long story short, this store doesn't want to honor free rewards and they don't want o admit a mistake if it means they have to waste a drink made wrong (which I earned from buying drinks from...

I recently had the misfortune of encountering incredibly poor customer service at a Dunkin’ Donuts location. The experience was so disappointing that I felt compelled to share my feedback.

The individual at the counter, who was supposed to represent the brand’s customer-friendly image, was, quite frankly, shockingly rude. Their tone was abrasive, and they seemed completely disinterested in helping customers. It was as if they had forgotten that the success of a business largely depends on its customers.

My simple request for assistance was met with condescension and impatience. The rudeness was palpable and wholly uncalled for. This is not what anyone expects when visiting a place like Dunkin’ Donuts, which is supposed to offer a welcoming and enjoyable experience.

Customer service is a fundamental aspect of any business, and it’s disheartening to encounter such a lack of courtesy and respect. I hope Dunkin’ Donuts takes this feedback seriously and addresses the issues with their staff training and management. No customer should ever have to endure such...