Dunkin' — Restaurant in Virginia

I would give this location zero stars if I could. Sat at the drive-thru for a while so I had to honk the horn one time. Because of that I received rude service from both the employee at the window and the manager. Very unprofessional. No one acknowledged customers waiting at drive-thru so I honked once. Then I was told if I am rude to them by honking they will be rude to me. Couldn't believe the manager or whatever position the female held was very unprofessional. She could not make it anywhere else with that attitude. I did not yell or speak out of turn with them but this person told me I needed to be patient while waiting at drive-thru and if I didn't want to wait I could drive off and go somewhere else. What is sad is she assumed her coworker held acknowledged me at drive-thru by saying something so I guess she thought I blew my horn behind his acknowledgement but she didn't realize no one said anything. There was no acknowledgement that a customer had been waiting at the drive-thru to place an order. So she was totally in the wrong but instead of her backing down with the attitude she didn't. Turned it on me because when I drove up to the window after placing my order the guy said you order a frozen coffee. I said I order a caramel. He repeated frozen coffee. It was as though caramel was not part of the order. Then got made when I said I just want to make sure the order was correct. Correct me if I'm wrong but does dunkin have multiple flavors of frozen coffee. This is the most unprofessional behavior by two employees. They were on the defensive so no matter what I said or did they already planned to be rude. WOW! That is one for the books. Dunkin nice job in your customer service. Maybe your employees need to take the same classes that chic fil a employees take. They are always always professional. Dunkin no employee should have that much power to feel they can speak to a customer any kind of way.

Update: Just wanted to update this to say that the DM took time out of her schedule to call and apologize for my experience. That to me is good when management takes time to make sure they hear and react to the customers concerns. So I give the DM Jasmine cudos for hearing the...

Manager, assumingly, said, "It's going to be one of those days", while I ordered my drink at the drive thru. Someone inside heard him. Then, HE forgot to ring up the cold foam requested, after shaking his head while making my drink, but proceeded to tell ME, "I didn't ring you up for the cold foam, but I'll have to ring you up for it next time." I told him, HE forgot it and try to remember it next time. I also told him it didn't matter because Dunkin was paying for it. I had a coupon for a free drink so it didn't matter to me, all extras are included. He only short changed the local Dunkin. Anyway, after he slammed the window shut and being told how he and the other employee said Wow!, It's that kind of customer, I drove back around and told him, Yes! I'm that kind of customer because don't act like you're doing me a favor when YOU are the one who rang up the drink incorrectly. He said, "Ok, but I didn't need to hear all of that ". I told him to try to be more professional next time, considering he talked about my order and me in front of my daughter who went aside and ordered a similar drink. He shouldn't have been talking bad about anybody's order especially in front of customers but it didn't occur that the customer was a family member...smh. I'd love for a lot of these establishments to get a visit from an Undercover Boss that can provide more training for associates, managers, etc. If he just so happened to be a "boss" or owner, God Bless...

If I could give zeros, I would. And let me preface by saying this is Thanksgiving. And I also am working all day. I understand. But this was the final straw. I have never had a good experience at this location. My wife and I put a mobile order in at 815 on Thanksgiving morning. Upon arriving the lady who gave us our drinks was nice. She handed us our drinks and acknowledging we were waiting for our food. We order a bagel with cream cheese, bacon, an old fashioned donut, hashbrowns and bacon. We sat there for a few minutes. Another lady came over and asked us for the next cars money, I explained we were waiting on our food order, she said okay and turned around to look I guess? And then a man came over and asked if we needed anything. And I explained again we were waiting for food and I showed him our order we put in. He looked at it, looked at us and said yeah, I gave it to you. This was the first time he came to our window. He got an attitude and asked what else we needed, and I explained again we did not get our food yet. And he huffed and looked around, and our bag was sitting on the counter across from him. He grabbed the bag and shoved it at me. No sorry, no here you go, nothing. Oh! And, there was no donut in the bag. But no, I wasn’t about to go in to the restaurant to deal with the attitude. We won’t be back to this location. Happy...