Dunkin' — Restaurant in Virginia

Where to even begin....

I am an extremely loyal Dunkin' drinker, I go at a MINIMUM three times a week in my home state. We are actually using them for mini donuts as my wedding favor next month. I am visiting Fredericksburg for work, so of course needed to stop at Dunkin' to make it through my day. On our route...we pass two. This was the location we stopped at.

My coworker and I both placed separate orders....mine was simple - an iced coffee, a hot coffee, and avocado toast. We get to the window and they told us to hold on a second cause their machine was messing up....ok cool. Time passed, 10-15 minutes and they were still having trouble. They said they got a new machine and didn't know how to operate it...my thought was shouldn't you be trained before implementing? They literally had to CALL someone to get help - all while we SAT THERE.

Anyways, my coworker FINALLY got his order and they go your food has been comped. I asked where my stuff was and they go you never ordered. I said I had, and literally went back and forth 3 times before they said "Oh yah you were the double car order." They told me my amount and my response was "Why didn't mine get comped too? We've been sitting here for awhile." They said we messed up and comped his so he won't be charged, but you will be. Ok cool, at that point I was already annoyed they forgot my order AND had us wait for awhile trying to their system.

AS WE WERE LEAVING, not even out of ear shot you heard them BASHING us....and our complaining. Like I was so upset that they had the audacity to talk about us the way they did...after making us wait AND forgetting my order. That is NOT customer service...

Tomorrow, we won't be going to their location. We will tell our class of 40 people to also not go to their location. There is another Dunkin' a few miles down the street, go there. Cause the US does NOT run on this...

So the folks that own this DD own the one on Rt. 610, and the follow the same practices. Very rarely do they execute your order correctly the first time and when they do get it right, there's alway something they forgot in the bag like napkins, or straws. No big deal I know, but a real pain the butt when you're rolling through the drive-through in a rush and now you have to park and get out with kids in the car.

These are the same folks that will nickle and dime you for everything. Just this week they began charging .25 cents for a kids cup when you order a kids milk. No big deal again, I know. But first of all, their kids milk is more expensive than any other franchise. They are served in this dumb bottles with pop tops that allow your kids to spill milk everywhere, and they knew folks order kids cups with the milks to avoid spilling, and some how the management said, lets charge these fools another .25 cents for a .02 cent cup. great ethical business prcatices. I'm surprised they don't charge a dollar per napkin.

I also understand that all DD are locally owned and operated and that promotions vary by location. But what I've never seen is DD that selectively choses which promotions or items they wanted to carry on a case by case, week to week basis. Zero consistency. It makes it difficult to go in and order items for a whole group, only to stop and call everyone because half the items they had last week, aren't carried today.

Its just not worth the hassle. There are better amd more family friendly establishments all around. Find a different DD, and not the location on Garisonvelle road either since it's run by...

I go here ALL the time for coffee and it’s amazing each time, today they messed up my order 3 times and it’s a specific milky color and sooo sweet but I got bitter and really dark looking coffee but thankfully it was remade until we got it right, I’m a server so I know you either get annoyed or anxious when someone complains ab their order and I always hate asking when somethings wrong with mine but I’m so glad they handled it well and remade my order the 3 times, I was rushing to work but needed my coffee for this 10hr shift so I’m so happy they remade it and didn’t throw it at me and told me to leave, they were so professional and sweet maybe a bit annoyed but I would be too if someone did that I get it, but THANK YOU GUYSSS FOR THE COFFEEE I love y’all, don’t hate me HAHA and that entrance door swings open way to far and hits the wall so loud that’s the only reason I do...