Dunkin' — Restaurant in Village of Waukesha

This location is horrible. The first time i went i tried to give them the benefit of doubt because they were receiving a shipment that morning. I placed a mobile order and still sat as second in line behind one car for 15 minutes then sat at the menu waiting for someone to even answer for almost 10 minutes before telling them i had a mobile order. they asked me to come to the window and once again i sat for another 15 minutes waiting for them to get my order completed. I literally watched 4 employees walking in circles not moving anything or making anything or even opening the shipment they just received. just walking around inside as i waited for almost 45 minutes. This was after already ordering online. I am diabetic and take medication before i leave home and it only takes me 20 minutes to get to work so i can eat so that my sugars don't drop to dangerous levels. Waiting in line for 45 minutes before getting my food and drink is literally putting my life in danger. But i tried to just think it was a one time thing... Until i went today. as i pulled up to the drive through to tell them i had once again a mobile order they interrupted the recorded message to tell me that someone would be with me in a few minutes. i tried to interrupt her to tell her that i was just picking up a mobile order. She then told me they hadn't even gotten started on it but to just pull around to the window. When i got to the window the employee was standing there talked to another employee and i proceeded to sit there for 10 minutes before one employee came over to tell me they didn't have coconut caramel syrup. i told them i didn't order coconut caramel and they said i ordered coconut and it was actually coconut caramel and they didn't have it so i said that fine just make the coffee without it. That is when they started making my order. she brought me my coffee and told me have a nice day. the problem with that is i had another drink coming and a breakfast sandwich coming. when i told her i still was waiting on another drink and a sandwich. she turned and replied oh yeah hes working on your other drink right now. Are you really telling me it takes 20 minutes from the time i ordered till the time my two drinks and a sandwich? and that its a good idea to wait until the customer is sitting at the window waiting for their food before you even start making stuff? both of these visits lead me to be late to work and i will not be traveling to this store again...

I always go through the drive thru and every time I go through, I am never greeted. I usually have to greet them or ask “Hello?” To see if they are even working. Stood at the speaker one time for 5 minutes before any answer. Mind you, there was no customers inside. Once I got my order, they gave me the wrong drink and I went and parked in front to see if there was any customers inside, and still there was none. Employees here show no sense of urgency or motive to work. I have worked as management for restaurants and I know there are procedures for drive thru and they still fail to meet expectations. Proper retraining for all associates is a definite requirement for this location. “Greet, upsell, repeat order, give total, thank you.” There should be no reason a guest should be waiting longer than 5 minutes for the whole ordering process to be done with. I can understand if they had a line going out the door but I was the only one there! Also, management rarely answers the phone. I called maybe five times before someone finally answered and they told me they were off and tried getting me off the phone as soon as possible. As management, it is your responsibility to ensure all guests are delivered guest love. Please call a meeting with your associates and let them know your expectations....

The rush make your drinks, the female that worked this morning 3/20/24 is rude as heck she shouted at me to take my drink in a hurry up fashion as I was putting my money away. And then slammed the window. Then as I continued to put my money away she opens the window and said “is there a problem!?” Like “no I’m just putting my money away.” There was no one behind me in line.

I have given this Dunkin chance after chance because at one time I loved Dunkin.. about 6 months ago the served me drinks for 3 days in a row, two of which the first days I said the lattes didn’t taste right. They kept acting as if I was crazy and they were doing everything the same. On the 3rd day an employee told me their espresso machine had been broken for a week and they were brewing espresso In a coffee maker. I came back with the three days worth of receipts, the info had been told, asked for a refund due to the deceit and they refused and said Dunkin doesn’t do refunds. I called corporate and they said they would follow up with the store and get back to me. That’s as far as it went.

I tried them again today and the coffee seems better but the service was HORRIBLE!! There is Starbucks in target, Einstein bagel, McDonald’s would even be better...