Dunkin' — Restaurant in Virginia Beach

I ordered a small ice coffee, cream only, extra ice. Server was very friendly. Unfortunately the coffee was incredibly sour I couldn't even drink it. I came back and asked if they might have another batch going that I could have because the coffee tasted so sour. The girl says sure, then proceeded to try to "sneakily" add a drop of liquid sugar (the pump is right there, behind the counter, I have eyeballs) and then dumped the rest of the same batch of coffee I complained about into the cup. She puts it on the counter and it's almost white with cream. I knew this wouldn't be good. I asked her if she put sugar in it (opportunity to fix it! I gave her an out! "Oops, I forgot you said no sugar" but nope). She doubled down. No, no sugar added. Cream only, extra ice. I gave it a try and of course I immediately taste the sugar (I drink this same coffee order nearly every day year round, I'm just visiting the beach this weekend) and also, it's all cream and the coffee is disgusting.

I told her listen I'm a diabetic, I literally can't have sugar in my coffee. I couldn't find any words beyond that and just left the drinks on the counter and walked away. I was not prepared to be gaslit in that moment - I just left. My husband went in later to see if he can get a refund (I told him let's just go but he said that's garbage don't put up with that). The two girls working obviously are going to back each other up and that's fine. Whoever he spoke to first agreed right away to do a refund (thank you!) but the second girl needed a detailed explanation and tripled down on "I can assure you, no sugar was added" 🤢 Just, please, do the refund and let us all move! We're not trying to be sneaky. I just wanted a coffee, your coffee was bad, you tried to make it less sour by adding sugar when I can't have sugar, let's all just get on with our day.

We aren't trying to fight. Just let us leave not mad and without being called liars. 🙄

I'm sure that the staff here are fine in most cases but please know if a customer doesn't want sugar, don't try to add it intentionally! We know what we want. Every single person has their unique coffee order and they know when it's off.

Also, you should be informed that your coffee is sour and stop serving it instead of re-serving (dumping the bottom of the barrel even) to the same person who complained about that batch.

I would recommend tasting your coffee here before...

The manager there (Lovie) IS AMAZING! I ordered through GrubHub, but on the app they didn't have the flavor that I wanted for my coffee (TI know the have it in the store, the coffee that I drink is mostly creamer and sugar and flavoring. So getting it without the flavoring that I wanted was kind of pointless to get it at all). So I called Birdneck Dunkin Donuts to let them know that I wanted to add butter pecan to my Iced Americano. She had let me know that they had not received my order yet. We went back and forth a few times talking about how GrubHub was telling me it was already confirmed there. I call GrubHub, they told me it was confirmed that Birdneck location and that my driver would be there shortly to pick it up. I called Birdneck back, but this time Lovie and I are like BFFs 😆 She was so patient, so understanding why I kept calling over and over again. I even called a different location and they were rude. Her customer service is amazing! And I will definitely be going in to let her know how much I appreciated it in person. After letting her know how great she was and that I was definitely going to give her a review I didn't think that I would hear from her again. But when my food arrived I thought a nice little surprise inside. LOVE YA GIRL! YOU THE BEST!

ALSO, DON'T USE GRUBHUB! THEY WILL CANCEL YOUR ORDER, TAKE YOUR FOOD FROM THE RESTAURANT ANYWAYS AND THE DRIVER ALL TRY TO MAKE YOU PAY CASH FOR SOME STUFF HE GOT FOR FREE! AND I QUOTE "WELL I GUESS YOU CAN HAVE IT, I HAVE SO MUCH FREE FOOD IN MY BACK SEAT I DON'T KNOW WHAT TO DO WITH IT" UMMMM. HOW ABOUT DON'T STEAL FOOD FROM PEOPLE SMS ACT LIKE IT PAID FOR BY THE CUSTOMER!! I spoke with Grubhub, they said the restaurant doesn't get a notification that the order has been cancelled. Only the customer and the driver. I...

07/22/2020

My sincerest apologies to the 26 other customers in the drive thru line this morning. Yes, 26 cars behind me waited from 9:45am until 9:54am when the transaction was corrected.

The order was 1 Medium coffee and 6 Celebration donuts paid with cash. Then I realized I wanted to pay with my app and asked the casher to Void the transaction, give me the cash back and scan the app. She said she was new and had to get someone else. I said "This is not rocket science. Just write 'Void later' on the receipt. Re-ring the order and scan the app."

Someone else came to the window and said "Here is your cash. We are not going to serve you."

I turned off the truck and asked to speak to the Franchise Owner. He came to the window and I said "It was my fault. I gave the casher cash instead of paying with my app. Will you please re-ring my items and charge the app?" He did with no hesitation and no argument.

This could have been a quick fix if the cashier wrote "Void Later" on the receipt, said "Sure, no problem", rang up the order again, scanned the app and sent me on the way. This is basic customer service 101. And for the other person to say "We are not going to serve you" because I want to change the method of payment, I would have been fired from my job for refusing to serve our customers.

Employees need to understand their paychecks do not come from the Franchise Owner but the customer revenues. Without customers there is no income. Without income there are no funds for payroll, utilities, rent, etc. Your customers PAY your paycheck.

Again, my sincerest apologies to the 26 customers waiting in the drive thru on Wednesday 07/22/2020 between 9:45am and 9:54am.

The coffee is always great and the donuts were a gift for my...