Dunkin' — Restaurant in Virginia

On 7/21/17, I placed a mobile order at 5:00am, when the store opened...as the DD app will not allow you to actually place an order until the store is "open". My husband and I were on our way to the hospital for a procedure at 6:30am, and I planned on picking up the 12 donuts that I ordered thru the app (total cost $10.52, Order# 589), and dropping them off with my child at our babysitter as a thank you. We arrived at the Chester Dunkin Donuts, at 4417 W. Hundred Rd at 5:34am, and the store appeared closed...very few lights were on and most of the window shades were still down. As I approached the door, I verified the hours posted ARE in fact 5:00am - 10:00pm, and I went to open the door only to find that it was locked. I knocked on the door and a man came around from the back of the store, but would not open the door or make eye contact with me while I continued knocking. He disappeared by returning to the back of the store where I could not see him. At the same time, I noticed a lady in the store-front near the cash register area.  I knocked again. She ALSO would not look my way, and I know that they both heard my many loud knocks. I would have just left, but because I had ordered thru the app - my money had already been taken, yet no way to get the product that I paid for. So, my husband proceeded to call the store. The lady standing near the register answered the phone and told my husband that she was not ready to open yet. My husband advised her that the store hours are advertised as 5:00am, and we are outside the store well after that time...at now about 5:40am, and need to pick up the order that we'd placed and paid for. She proceeded to tell my husband that she did not have a mobile order from us at all..without even asking what our order was, nor the order number, receipt info etc. This Dunkin Donuts staff member was extremely rude, and dismissive of our issue that was 110% caused by her and whoever was supposed to open the store. She refused to help us - and because we were on a time schedule heading to the hospital, we had to leave empty handed, with zero resolution, AND were unable to bring donuts to the babysitter as we had planned for breakfast. I called the Chester store back after dropping off my daughter, and requested a refund to my gift card since she would not provide us with the product. The same lady answered, and advised me in an extremely rude tone, that she did not have the phone number for corporate and proceeded to ask me, the customer, "how am I supposed to give you donuts if I don't have a baker?"  --  I don't think that I need to go into how beyond unacceptable this behavior is...that question and her disgusting attitude speak for itself. After my procedure at the hospital, I called the Dunkin Donuts corporate line, and spoke with a representative who kindly refunded my gift card since I did not receive the donuts I paid for.  And per my request she forwarded a request to the general manager to get in touch with me regarding my experience. I received an emailed apology from the Chester Dunkin Donuts General Manager, who offered me a...

Today was the busiest I have ever experienced and they only have 2 staff members (no fault of their own). The one young guy is there every time I bring my kids in (about once a month we do our donut stop) and boy he is a hard worker. This morning there was an older lady at the register and she was taking orders and helping fulfill them. I seen her take cash several times and lick her fingers when counting cash back, never washing her hands while making drinks (fingers in cups) or wearing gloves. She touched her nose several times, wiping it or stopping drainage, in her nose as well, as she seemed to have a slight cold (she sniffed alot) and I felt bad she was not feeling well and working but NEVER once did she wash her hands or use gloves when grabbing donuts or making drinks. I watched for sometime as we were in line almost 30 mins. When I approached the counter I asked for the young man to service my kids donuts and he had no problem, even switching his gloves as he had been dealing with other foods, prior to giving us food. The lady didn't seem happy and asked why and I quietly explained and she said I can get gloves but my thought then was "Is she going to wash her hands prior to getting said gloves?" If not she was just transferring the contamination. I can imagine this is hard and they were busy but serving healthy food is a must to keep all safe and healthy. Also, the store could use a really good scrub down, dusting, update and display more of your product...

waited 22 minutes for two croissants and hashbrowns....There was no one in line ahead of me besides 1 grubhub order. Next folks in line placed there order. Waited just as long. 3rd person in line sees one of the employees not wearing a mask. Blonde girl with a hat on. That customer decides to leave because of fear of contamination. The blonde girl and black girl with a bun think my food and the 2nd customers food must belong to the person who left...so for 20 min everyone in line has to sit and listen to them complain about how much food it is and why the lady paid for it and left...which she did not. She didn't even order anything... they focused so much on the customer that was not there...that they neglected all of the customers that where there. Focused on spreading negativity. When I got my order it was wrong but I was so tired of waiting I left. And threw my dry half cold/frozen sausage on english muffin out. (I ordered two croissants just in case anyone forgot)

A bird in the hand is worth two in the bush. These employees need to be fully retrained or simply let go. Anyone who is the face of your business and doesn't respect the brand enough to keep personal comments to at least a minimum and chases away customers while ruining food and profit margins needs to be let go. They are not doing...