Dunkin' — Restaurant in Virginia

I usually love DD. This location though is horribly managed. I have had multiple recent experiences at this location that were quite negative.

I went through the Drive-Thru to order some drinks and donuts. The first problem was that when I asked for the donuts, the girl said that they did not have any donuts left (just 2 jelly donuts). This was about 5PM on a weekday. So I asked for munchkins and she replied that they did not have any munchkins either. How can a place that is called Dunkin DONUTS not actually have any donuts? Ridiculous. So I told the girl to just give me my drinks and that I would like to pre-order my donuts and munchkins for the next morning. She said OK and asked for my information. Then I drove up to the window to pay for the pre-order and she did not have my drinks! Ugh! The next day I went to pick up my pre-paid pre-order and they did not have my order! It was a good thing I had the receipt from the previous day that had the pre-order on it. I then had to wait for the order to be put together. There was only one person working behind the counter and a VERY long line. People were getting very mad and frustrated having to wait for my pre-order to be filled while noone was even addressing the long line. It was ridiculous! They have more than one register and could have had multiple registers going. Also, they need a sign or designated place for people with pre-orders to go. I pre-order frequently at many establishments and there is usually a designated place for people with pre-orders to go stand for their orders to be picked up.

About a week ago I was at the same DD location and ordered via Drive Thru an un-sweet ice tea. It was not a complicated order at all. Just simply an un-sweet ice tea. I paid for my order and took the cup which said across it in Sharpie "un-sweet." When I got home, I took a sip and it was sweet. Seriously?!? "Un-sweet" was written across the cup!

Before that visit, I had gone to this same DD location with my three young children. We ordered a half dozen donuts and went to sit down to eat them at a table. A few minutes after we sat down, another customer came over to us and told us NOT to eat the donuts. Of course I was like "what? why?" Apparently the employee who had packaged the donuts for us had been outside doing the trash a few minutes before we had walked in. The other customer saw her taking care of the trash, then she saw her go behind the counter, and give us the donuts. She did NOT see her wash her hands. The other customer complained to the manager on duty who apologized and gave us new donuts.

On another visit, my toddler was impatient to wait in the long line (again, only one register open and lots of people waiting). He decided to just skip the line and went into the "employee only" area behind the counter. Of course, I was calling after him to come back, which he was promptly ignoring. There was an employee right there, she saw me trying to get him to come back, and, instead of helping me, she choose to just say "Ma'am, he cannot come back here." Yes, I am well aware of that. That is why I am calling for him to come back and chasing after him. While I know that my toddler was clearly at fault, it would have literally taken her no effort to put out her arm to shut the employee little gate to block his approach. Instead, he pushed the gate open right into her standing there saying "Ma'am, he cannot come back here." I know that! Shut the dang gate so he cannot go back there! Isn't that why there is a gate?

I am not usually one to complain and I really love DD in general. This location is just...

My partner and I came in early afternoon. He ordered first - a donut and sourdough sandwich. I ordered after, tried ordering the sweet peppered bacon sandwich to which the cashier told me they were out of bacon. I asked my partner if his sandwich came with bacon, he said yes, so I asked the cashier why wasn't he told they were out of bacon but charged him extra for a sandwich that required bacon. My partner told him it was fine, that he didn't have to cancel the order and he would just pay the normal amount for the sourdough breakfast sandwich (I told him to get a refund and order an egg and cheese sandwich on sourdough so he's not paying extra for bacon that he's not eating/having). The cook came out and told the cashier they were out of bacon and he said he knew and that we were fine with our order w/o the bacon. I continued with my order (two egg and cheese sandwiches on croissant + hashbrowns + a half dozen doughnuts)

The cook chucks my order/bag at the pick up station and immediately walks away, doesn't announce what it is or anything. It was in between two cups of coffee so I had to gently and carefully see if it was my order. 10+ minutes go by and multiple people are picking up their orders. I go to the cashier - a woman now - and tell her our predicament... that we paid EXTRA for a sandwich that lacked an ingredient and how it had been almost 15 minutes since our order time with no sandwich, showing her the receipt. The cashier goes to the cook who comes out, doesn't apologize, and blames it on the man cashier b/c they were out of bacon. I told her that we told the male cashier we were fine with that, were willing to pay extra, and showed them our receipt again. The cook rolls her eyes, walks away, proceeds to talk negatively about us while we are there, and goes to the back to make our sandwich. Once again, she chucks the newly made sourdough sandwich at the pick up order station, rolls her eyes, and walks away. No apologies, sympathetic smile, or anything. The woman cashier asked if I wanted anything else and I said I'd like a coupon or anything really for the inconvenience - for them to right their wrong - and she said she'd have to ask her manager who isn't on site at the moment. My two sandwiches were no longer hot by the time my partner's sandwich was ready. 20+ minutes from start to finish. Should've just done drive thru... Also, my partner is now afraid to eat his sandwich out of fear they may have spit in it. He is the most optimistic , friendly, and positive person you'll ever meet and even he said the cook seemed like she was having a bad day. I get it, we all do, but being treated like a nuisance is not good...

First of all I would like to point out that I have been in the Customer Service industry for about 20 years.(mostly in the Washington D.C. metro area but also in Los Angeles and the Boston metro area) I do fully realize (particularly by being in the Service Industry that the customer is definitely NOT ALWAYS RIGHT at all) With that being said I noticed in the reviews a very common denominator seems to be lack of care and inaccurate orders being sent out. I am an Operational Manager @ a retail, sales and service company so I know firsthand how it goes (especially in the D.C. metro area where most people think they are the only customer or that they are the MOST IMPORTANT which is obviously not the case) I'll reiterate that MOST or ALMOST ALL the reviews are negative and seem to all involve incorrect orders or just PLAIN WRONG ITEM. I spend about 20-30 dollars a week @ this/my local DD's. To make a long enough story short I bring my $5.73 medium sized hot mocha latte which I took one sip out of..I apologized if I seemed difficult (which I wasn't) and I am always polite, kind, professional, thankful and appreciative but the Store Manager literally didnt care at all and I explained although it wasn't about the $MONEY$$$ but at the same time I definitely don't want to pay 6 bucks for a drink that I would waste or throw away!?..the Manager not only never once apologized or said sorry she actually seemed extremely bother and annoyed by me asking for the correct item I ordered??Lmfao,..look I get it that there are a lot of very rude, disrespectful and horribly mean folks/customers but I am the polar opposite of that. I know my 20 to 30 a week won't break them but ppl ask my opinion all the time and as this comment or post may indicate I have a big mouth and will use it...I guarantee that if I pass my experience on to others or spread this word that it will be quite a bit of folks who won't patronize that particular Dunkin Donuts and it is specifically and solely the MANAGER WHO IS UNPROFESSIONAL, UNPLEASANT AND JUST UNBECOMING AS A PERSON...P.S. the rest of the staff is over nice and pleasant..everyone except the Manager and I will be contacting the Main Customer Service Department and the District Manager or Regional Manager..there is absolutely NO EXCUSE for her actions whatsoever and this isn't like some isolated incident at all..SHE IS ALWAYS LIKE THAT, NEVER SMILES, AND EVERYTHING ABOUT HER IS UNBECOMING and UNACCEPTABLE as a Manager in the "Customer...