Dunkin' — Restaurant in Virginia

I pulled up to the drive thru and the person at the order speaker left. I pulled up and a girl said "just a minute please" and sat there for 5 minutes with my radio on, window open. Finally I said "excuse me" a boy said "I'm so sorry, what can I get you?" I placed my order, he told me the amount and I drove up. I sat at the pickup window for more than 8 minutes. I sat there for a while and watched employees 3, walk back and forth, 2 girls had a conversation and a few minutes later someone came toward the window but never spoke to me or took my payment. I then watched him start to brew a large insulated container of decaf, mix several frozen drinks, bag someone else's order. The line behind me started to back up, the woman behind me would catch my eye and I shook my head, held up my card and she was upset too. A third car pulled up after her and started to get impatient. After 9 minutes passed by one boy took my payment, no mention of the delay and handed me my coffee. Another boy gave me food. I thanked them both because I was pretty sure they would get yelled at by the customers behind me. My order was hot and correct but my coffee was full of coffee grounds. Don't think I'll be going there...

The mixed reviews about this place say it all. This particular Dunkin' location is very inconsistent. That is the primary reason for my low rating. The last time I visited tipped the scale for me. First of all the menu had a steak bagel but they did not have them at the location anymore. The sausage egg and cheese croissant is $5 for just the sandwich! That is rediculous when you can get 2 for $4 from Burger King. I normally wouldn't complain about that but a downtown location has it for more than $1 cheaper! When we got our bag the cashier was about to let us leave without one of our sandwiches. When I told her we were missing one she acted like I was lying to her and turned around to the sandwich maker questioning weather or not he put one in the bag. I JUST TOLD HER THERE WASN'T ONE IN THERE! My coffee was okay but my wife's was horrible.

This is a shame because other times this location is a little better (3 to 4 stars maybe). Management really needs to take a hard look at their processes at this location and do a little more employee training to make sure that EVERYONE is on the same page when it comes to food/drink prep and...

I've been loyal to this Dunkin for a couple years now and have seen lows and highs, but today I really felt the need to give them a shout out. I had a mobile order, I usually pick it up at the drive thru but today, I walked in simply because it seemed that they got swarmed with about 15 cars all at once. My car just wouldn't fit.

Anyway, I walked in, got my order within 3 minutes or so, said hello to my usual peeps and headed out. In that 3 minutes or so I observed the staff working like a well-oiled machine. Friendly, focused, efficient.

Upon me walking out, I saw a white Highlander that was near the end of the line I mentioned pulling up to the window. I don't know how they did it, but they did it! They were shuffling through all these orders/cars with what seemed like much ease. I know how stressful these "swarms" can be, especially when you have a handful of people in the lobby, and they all just seemed very focused and still wore smiles.

You guys are incredible and deserve a big pat on the back(and probably a raise). Your hard work does not go unnoticed. :)

-much love, "mobile order for Maria"...