Dunkin' — Restaurant in Virginia

Disappointing Experience All Around

I don’t usually leave negative reviews, but this visit this morning really warranted one. From the start, the service was off-putting — the employee at the drive-thru seemed visibly unhappy to be there. While I don’t expect over-the-top friendliness, a basic level of courtesy would’ve been appreciated.

Our order showed about $18 on the screen, but when we got to the window, we were told it was $27. We politely clarified that we hadn’t ordered double of anything, yet the staff insisted we were wrong without even checking. When my husband calmly tried to explain the pricing discrepancy, the employee became rude and condescending, then abruptly walked away from the window mid-conversation.

It turns out we were overcharged — instead of applying the advertised $6 promo deal, we were charged full price for each item. On top of that, our hash browns were missing, the eggs in both sandwiches were cold, the bread on my sandwich was soggy and seemed to not be toasted at all, and my coffee wasn’t filled up at all. I paid for a medium coffee but basically received a small coffee. We ended up having to stop again elsewhere to get another breakfast. :(

Altogether, it was a frustrating and disappointing experience that felt careless and unprofessional. I would not recommend this Dunkin location at 7021 Hull...

Donuts are such a comfort food for me. Little lifesaver shaped gems of sweet goodness that put a smile on my face. Whether filled with creme, jelly, or custard, frosted and covered in sprinkles, glazed, or coated in sugar, I love them all. There were several locations to choose from in Richmond, but this one happened to be in the area I was shopping at. There were 2 workers kicking back and chatting as I arrived, and there no customers at all. The 2 gals couldn't be bothered to greet me as I entered.. It was mid day, so the selection wasn't great, but there was enough variety to get a dozen. My total bill was around $30 for a dozen, and 2 flavored coffee's. The counter was covered in crumbs, and spills, the straws were almost out, and the area was a tmess of discarded wrappers, spills, and more crumbs. Maybe I had arrived after a mad donut rush? Unfortunately, the chocolate covered creme filled donut I chose first tasted stale, and the maple tasted stale as well. I asked for a frozen coconut coffee, but got an iced coffee, so she had to remake it. We also had to ask for whipped cream on our frozen coffee's after she tried to serve them to us without. I have never had to ask for whipped cream before at any other location, it is automatically added. The coffee's were decent, but the donuts were not. It broke my little donut...

Visited there today on the drive thru. The people working there seem to have absolutely no understanding of good customer service. I was immediately met with a nasty attitude from two different people trying to take my order. I had to repeat my donut order 5 times to the first cashier. I kept telling her that I wanted THREE pumpkin donuts and she kept replying back with ONE donut. After 5 tries, she slowly changed the order board. They got nastier when I tried to order hot coffee with unsweetened flavoring. It seemed like they wanted to argue, were angry and on the edge. I decided to just leave without completing the order. It's not wise to trust people who are so nasty for no reason to handle food preparation. With all of the people looking for jobs today, I'm sure there would be plenty of friendly people who understand how to retain customers that would be glad to take either of their places. The day before, I wanted breakfast from this same location. I sat on the line for 15 minutes with no movement. So I actually left and went to the other location further up Hull Street. I was able to order peacefully and get exactly what I came for. So there seems to be either a management, staffing or training issue at this particular location. Attitudes need to change there or they will continue to...