Dunkin' — Restaurant in Virginia

I have NEVER had this issue at any dunkin my my lifespan. I simply needed an accommodation because I have a dairy allergy with my frozen ice coffee. When I placed the order at the drive thru she said “sorry I can’t do that” which was odd considering I’ve done it many time at this location, dunkin donuts generally and in the app with no issue.

When I went to the window to pay I asked the cashier why my drink couldn’t be made with oatmilk and she simply found the girl who was making my drink. That same women (asian with glasses) told me “we can’t change it to oatmilk because it’s an allergy to everyone else”. Which makes no sense considering dairy is an allergy for me which was why I asked for oatmilk.

I also asked if they were sold out of the oatmilk and she told me no they just can’t make a dairy change on frozen drinks, constantly repeating the same thing over and over, which makes zero sense.

Why even have an options to change a dairy preference if you really can’t. I asked her if i ordered it through the app instead could she do it then and she still said no…completely ridiculous.

Like I said before I’ve never had this happen. Not sure if the staff are too lazy to reclean the machine after my drink or if she was new or what but the entire location needs a refresh on what they actually can do. i’ve ordered what i needed at dunkin and this location plenty of times without any issues but now suddenly they simply “can’t”.

I paid for my food (not the drink) and took my money to Starbucks and had NO issues or push back for my...

I ordered online 15 minutes before arriving. I made this a walk-in so I wouldn’t have to wait in the drive through. When I arrived there was 1 employee preparing food who only acknowledge me by looking at my direction but would not help me and there were 2 employees at the drive-through window. The drive-through had a line of about 3 to 4 cars. I had to shout at 1 of them to come help me because again the other employee with the food would not help. My order was nowhere in the pick up ready to go. When the individual came over they picked up my receipt for my order off the countertop and then went to start it. She prepared the donuts that I had ordered and then walked back to the drive-through window w/o making the coffee. A fourth employee arrived. They went straight to the back room then came back out and went straight to the drive-through window so you now have 3 employees on top of each other in the drive-through window and I was still waiting for my drink. I finally got my coffee & went out to my car and there was no one at all in the drive-through line. I would’ve actually been served more quickly if I had gone in the drive-through line and made the order right there rather than a mobile order in advance. Just ridiculous. This was...

This Dunkin’ is a disgrace to the name. I have been a few times and it has consistently let me down with each visit. The positives of this location are that the storefront is very clean, the drive thru is organized and directions to enter are clear.

However, what it has in atmosphere it lacks in both customer service and food quality. In our order today I mobile ordered 4 donuts and 3 hash browns. Upon arrival there was no designated mobile pick up area. The workers behind the counter did not greet me, I asked if the bags on the counter were for a mobile order. They only stated, yes, and I had to figure out what was and wasn’t my order. While I do admit I neglected to double check my order on the way out, I figured it would be really hard to mess up putting 4 completely different donuts in a bag. This Dunkin’ did in fact prove me wrong with two of the donuts being the total same kind.

On a separate occasion I have mobile ordered and they have let me arrive to the store only to tell me that they are out of everything that I ordered, which they need to work with corporate to straighten out on the Dunkin’ app. Overall I find their customer service to be lackluster and clearly they are in need of better management.

If you can avoid going...