Dunkin' — Restaurant in Virginia

I used to love Dunkin. Favorite donuts and a family thing. I hadn’t eaten Dunkin in years though and happened to be driving by. I spontaneously decided to give in to that old craving.

It was just after 6am, opening time, three days ago. Understandably, it was empty and quiet. They had a few online takeout orders qued up at the pickup counter. It was a very clean store, nice soft music on, toasty warm, and good lighting (a bit muted, not mind altering headache producing bright white overhead lights… hate those). I was actually very surprised and impressed. The Dunkin’s of yesteryear were nowhere near this nice.

Anyway, I had a look at the selection of donuts and they all looked great. Every kind you could think of, including my long standing favorite (Vanilla cream, but I’m not picky!) I was asked for my order and since it was first thing in the morning, I figured I needed a little bit of protein before dumping a pound of sugar down my throat. So I ordered a sausage biscuit, as well as a dozen assorted donuts.

The service, overall, was adequate. As I mentioned, it was just after 6am and quiet inside… as was the young woman that took my order. She was efficient to her credit, but made zero eye contact and didn’t respond to a question I had about a donut. She kept working on what I had ordered. I asked again when she returned and she did answer me the second attempt… but again, zero eye contact and absolutely no facial expression. When I say zero, I am saying she literally never looked at me once. The entire time I was there. And she never showed any form of an expression on her face. Completely stoic. If I wasn’t at Dunkin, I would have been a little creeped out tbh. Just kidding, but that’s how noticeable it was.

This is running long so here’s the rest: The donuts looked and smelled amazing. They didn’t taste very good though. Maybe my expectations were too high from inflated memories, but they seemed less tasteful. More plain. Regardless of the kind I was eating. Vanilla cream to double chocolate. Yes, I could tell the difference, but a flat, boring shell of the donuts I remember. The donuts were clearly very fresh… soft and moist. But also a little chewy. Again, just seemed a little off.

SIDE NOTE: The sausage biscuit was truly awful. Rubbery, barely warm and undersized. But I don’t blame them for a bad breakfast sandwich. I blame myself for ordering a breakfast sandwich at Dunkin DONUTS. Smh. Also, ridiculously priced at $5.95. Pfff

My two cents. This may all be the new normal. It was less than satisfying for me based on my old...

Worst customer service I ever experienced. I will never visit store 357010 ever again. I don't have these issues at Starbucks. Asia (red hair) & Nina (supposed manager) have the worst attitudes I've ever seen. If you do not know how to handle customers go find another job. I didn't even have any interaction with Nina and she told the assistant manager that was trying to help me rectify an issue with my Dunkin points from Monday not to help me and that she wasn't giving me anything. Then she went to start a conversation with Asia. So it seems maybe they were friends. I was told to come back to the Dunkin after a fiasco with my points Monday. When I tried to tell Asia Monday that I didn't understand she got smart in the drive thru. Another store clerk told her to step away from the drive thru due to her attitude and rudeness and she said no. So I drove all the way there today based on what the assistant manager told me. And Nina caused me to waste my time and gas. How do you treat a customer that way. Basically the assistant manager was trying to help me and Nina overrode her. If two leaders have a difference of opinion on how to handle something take that in the back. You don't penalize...

Super disappointed with this location. This is my 'on the way home' location. They usually have semi decent selection as somehow by 4pm there's barely anything left. Employees and service is hit and miss. Sometimes friendly and prompt. Most of the time disinterested. They also mop the floor or clean. They don't wash their hands before serving customers. Today 08/11/23- there were 2 employees with backs to the counter. Display was bare- maybe a dozen munchkins, couple of muffins and fritters, and random donut. I stood there for a min to see if what was available was even worth ordering. No acknowledgement from either employee. I walked out. While the donuts and other offerings are Dunkin standard, service and selection needs urgent improvement. UPDATE 11/01/23- selection and service little better. But still major health issues. Employee sweeping the floor with gloves on. Finishes then promptly handles drive thru order touching lip of cups with same gloves hand and touches multiple things including inside of drink machine. I chose not to proceed with my order. Will be going to different...