Dunkin' — Restaurant in Virginia Beach

Ordered ahead online, (two coffees, 3 sandwiches, a donut, and hash browns) I told the person taking my order my name and that I had ordered ahead, she told me to pull around. I then got out of my car to pick up a metal bar piece that I believe had fallen out of the window. She handed us two drinks and started to shut the window but I told her we had also ordered food. She asked me what we had ordered and I handed back the receipt. I then noticed my drink didn’t have all of the holiday topping or cream, so I wasn’t sure it was mine. I asked her about it and she then informed me that they were out of the stuff to make that and asked if I wanted something different. I said that it was okay, and I’d just have the current drink since she made it already. She then handed us a Boston donut in a bag (put in upside down so the chocolate top was stuck to the paper), and asked us to pull around and wait for the rest of the food. We waited for about 20 minutes (even though no cars were ahead or behind us) and she came out and said here’s your food, and left. I checked the bag and it was missing hash browns and a breakfast wrap, so I went back into the store and a different person helped me get the rest of the food. We did end up getting an extra sandwich out of it, because they had both made one of the same thing, but over all- all of our food was Luke warm or cold and it took a long time to receive it, after asking kindly for our food 3 times. I understand that things run out, and it can be overwhelming in food service (I also work in it), but I wish the service and communication, would have...

The woman working the register this morning was one of the nicest people I've ever met, especially in food service. (Young black woman with a long braid and forearm tattoos- sorry I didn't get your name!) I ordered my drink wrong in the drive through (forgot to modify the milk) and my 2 orders of hashbrowns were undercooked. (But thanks for the cute sticker for my daughter!)

I went inside and she helped me with no annoyance and a smile, despite it being a busy Monday. I am a recent convert from another coffee chain so I'm unfamiliar with the drinks/ syrups at Dunkin. She looked at each one to make sure there was no dairy milk before I placed a new order. The woman from the drivethrough came by, (white lady with ponytail, maybe a manger?) recognized me and said "oh you didnt like your drink? I would have remade it," (without charge) but I told her it was mostly my fault so I paid again. It was so refreshing to not have people be annoyed that I asked questions or wasn't sure what to get.

I think the food people were a different story because the woman that took my hash browns didnt seem thrilled and the man (white guy with dark hair and glasses) that brought them back didn't speak to me at all until I said thank you and to have a good day so... 🤷🏼‍♀️ But again, props for the two people that were so patient and kind- it's a rarity these days.

I think I've perfected my coffee order and...

I’ve been coming to this location for years, and the customer service has become atrocious unfortunately. I will never come back to this location again and will be contacting corporate regarding my experience today! This morning I went to the independence Blvd location for my regular specialty latte, that I order almost every day. There was a particular lady … she’s always rude and has the worst customer service. My latte was disgusting and I asked for her to re-make it. Not to mention, the drive-thru line wasn’t working so I had to come inside. She had an attitude that I was coming inside, and slammed the drive thru window on me. Fast forward, my latte was disgusting and she used almond milk instead of oat milk. Her and I was literally arguing in front of customers. She’s slamming bottles everywhere while cursing me out … in front of customers. She still refused to make the latte over, and the other lady refused as well, and started cursing me out too. I asked for the manager but she wasn’t there … and is hardly ever present! To make matters worse, instead of giving me a refund of $12.35 … that lady took my refund $ and placed it in HER pocket, practically stealing from a customer. I took pictures, and I’m also contacting corporate. She needs to be fired and investigated...