Dunkin' — Restaurant in Waltham

I’ve had multiple mobile orders from this location where an item was missing — usually something simple like a donut. Most recently, I ordered two items, but only one was on the pickup counter. My mom, who doesn’t speak much English, went to pick it up and ended up in a really uncomfortable situation when the staff insisted the order was complete. She was flustered and embarrassed in front of other customers.

I went in shortly after to explain the issue — not just that day’s mistake, but that it’s happened multiple times. Instead of owning up to it, the employee avoided responsibility and the manager gave excuses like “we can’t always get to the donuts,” which doesn’t really make sense when the sandwich was already made. The manager only apologized after I specifically asked for one, and I had to request compensation for the repeated mistakes myself.

Also, when I asked for an apology for my mom — who was clearly upset and embarrassed — the manager wouldn’t allow the employee to say anything. That made the whole thing feel even more dismissive.

I get that mistakes happen, but this wasn’t a one-time thing — and the way it was handled was disappointing. A little accountability and better customer service would...

It's very frustrating that the same issue keeps happening over and over at this store. I have tried to cut down my visits here but it is more convenient near my work. I use the "on the go" app often. When I set-up my order and press ready to pickup I'm typically 5-10 minutes away. I have gotten there and have waited an additional 10 minutes or so for my order (which is usually just a hot coffee with cream and sugar) sometimes they forget to put in the sugar too!! When I try to get an employees attention, I'm either ignored or they act as if I'm bothering them. Definitely a lack of customer service and friendliness. This has continued even after I reported it (1yr 8mo). The extreme frustration set in when you see that the this behavior isn't coming from just the employees but the manager as well. If I could avoid this location entirely I would do so!! And I suggest you all do as well! Ladies bathroom isn't kept clean either. I do not recommend...

THIS IS BY FAR THE WORST DUNKIN I HAVE EVER ORDERED FROM. The people that work there are literally miserable and they DO NOT listen. I live 5 minutes away so I’m always coming here but it looks like I’m gonna have to travel a little further just to get some good service. The women taking my order started to rush- making my order incorrectly as a line behind me started to form.

I ordered doordash from here a couple weeks ago because I was sick and they gave me the completely wrong order. When I mustered up the strength to go down there. The guy was SO angry, gave me a horrible attitude and wanted to take the food back (which my sister worked at Dunkin’ for over a year and you’re not supposed to do that)! I don’t even think I will return here it’s...