Dunkin' — Restaurant in Waco

We've never particularly liked this location. From the very start, the staff were either friendly but extremely unsure of what they were doing, or frighteningly manic, unfocused, and extremely unsure of what they were doing. The wait times were often interminable, particularly in the drive-thru, and when COVID hit, we just eschewed this location altogether because we don't like sitting in our car for four hours waiting on donuts.

However, we saw the big fancy sign out front proudly proclaiming that they are staffed, now, and that the dining room was open (which, to be clear, had been closed for so long mostly due to an inability to find/keep employees), and decided to give it another try. The woman manning the counter was very rude and just the worst sort of unfocused manic idiot you could possibly have working a fast food counter. When asked for two crullers, she snapped "I DON'T HAVE ANY CRULLERS!" Like, okay, lady, sorry? And when asked for one (1)(single)(uno)(une) old fashioned donut, instead, she looked horribly confused and didn't offer any explanation for her bewilderment until prodded, to which she replied that she wasn't sure if we meant "one dozen". I'm sorry, was the word "dozen" ever mentioned? And regardless of your comprehension issues, don't look at people like they're asking you to lick the toilet clean if you're not understanding something. Ask for clarification. Beyond that, she was clearly too hyper and unfocused, repeatedly mashing keys on the computer because presumably the half-second response time was too much for her to bear, and, gosh, this was just so unpleasant.

I want to be clear that I'm only giving two stars because the food is at least edible. Having a Dunk's outside Massachusetts is a great thing, but I seriously don't think whoever is running the Valley Mills location actually puts any effort into hiring people who aren't completely and utterly devoid of people skills. All I want is to not be yelled at when I ask for something they don't have and to have someone who knows how to use their words when they don't understand something versus staring like some bovine clod expecting customers to read their mind and offer a solution to a problem that really shouldn't even exist. "One" means "one". If I wanted a dozen I would have said "one dozen".

Never coming back here. Way...

Only reason I gave two instead of one star is because in the end I did get my issue resolved. But, there were some other very unprofessional things. I usually don’t bother leaving negative reviews but I couldn’t shake this. I order on the Mobil app BEFORe 2. Get there at 2 no one talks in the speaker.3-4 other cars are behind me so I drive directly up to the window and told whoever was at the drive thru who rudely point at their small sign and says “um we close at two” with a agitated attitude. I explain again I placed a order that already went through. She walks away from me and practically “throws me” at the manager who I also explain my situation to. Ask me to come back the next day for a refund which I actually couldn’t because I don’t even live in Waco I was just visiting a friend. Still continues to tell me to call the next day for a refund over the phone. Was confused as to why the manager was using the excuse they already closed out the register? But okay. But I called the next day, and get who I’m pretty sure it was the same lady that was in the drive-through because it sounded just like her. Explained the situation and phone was handed to the manager. BUT, in that process I hear them talking and complaining about me in the background when I have done nothing wrong. Manager gets on the phone, tells me I was supposed to call the actual number for the mobile app. Asked me if I needed the number so I said yes ma’am but then she hung up on me. That is another thing I would like to add, whenever I called the first time it took four tries for somebody to answer the phone. After she hung up on me I called two more times and nobody answered so I figured it out myself. I really wanted to say if you’re gonna talk about your customers over the phone at least mute yourself or something. But she hung up on me before I could say...

I’m giving 2 stars because usually I get okay customer service when I go here, however the last time I went I got there a little over an hour before they were supposed to close, as I arrived a truck was at the window getting their order so I assumed they were still open. I sat at the speaker for literally 15 minutes, even saying “hello” a few times in case they actually didn’t see me. But no. nothing but complete silence. There was another car behind me the last few minutes I sat there waiting for a response, so not knowing what to do & confused, I finally decide to pull up to the window to see why they weren’t taking my order, as they literally served someone else as I parked at the speaker, so I know they saw me AND it was over an hour before they were supposed to close. They were just standing there, on their phones talking to each other. They wouldn’t even look over at me. One of the girls who had a drive thru headset still on her head literally turned her back to me as soon as she saw me drive up. No curtesy “we closed early today” at the speaker nor the window. They completely ignored me. I just drove off at that point. If you’re closed before your store hours state, and you’re still there, please don’t make the customer wait 20+ minutes while completely ignoring them. It would take 2 seconds to have just let me know they closed nearly an hour early. Instead they let me sit there for 20+ minutes wondering what was going on while they just talked to each other/played on their phones. Worst “customer service” I’ve had in a while. I ended up going to the Hewitt location, just in time and got my drink and had a much more pleasant experience. The workers there were kind & took my order as soon as I arrived in their drive thru. Will be going there...