Dunkin' — Restaurant in Waltham

I am writing to share my concerns about the recurring issues I’ve experienced at this Dunkin' location. Over multiple visits, I have encountered poor service, including frequent errors in my orders and significant communication challenges due to a lack of English proficiency among staff. This language barrier makes it extremely difficult to resolve issues effectively, even when dealing with the shift supervisor.

One of my biggest frustrations is the staff's inability to properly address and rectify mistakes when they occur. Everyone makes errors, but good customer service involves taking ownership of those mistakes, offering appropriate compensation, and ensuring the customer leaves satisfied. Unfortunately, this location consistently fails to do so, and the lack of customer engagement or willingness to make things right only exacerbates the problem.

As someone with experience in management, I’ve tried to offer constructive feedback and suggestions to improve the service, but it seems to go unacknowledged. The lack of responsiveness, combined with poor communication, is disappointing and does not reflect the standard of customer care I expect from a reputable brand like Dunkin’.

Because of these ongoing issues, I have decided to take my business elsewhere. While it is less convenient for me, other nearby options, such as the Shell gas station up the road in Lexington, provide better service, effective communication, and a customer-focused experience. I encourage others to consider doing the same until meaningful improvements are made at this location.

I hope this feedback is taken seriously and helps prompt changes to address these ongoing issues, including better staff training in customer service, communication skills, and learning how to effectively resolve order errors to ensure customer...

I never like leaving a review unless something extremely negative happened or something extremely positive. In this case it’s unfortunately negative. They seem to close this store whenever they want and the times are different daily even though Monday thru Saturday they are supposed to be open until 11 and on Sundays 9:30pm. It’s posted online and at the store yet today, Saturday they promptly had the store locked up at 9:50pm yet all the lights where on and the employee was just sitting on the register starring out into nothing. It seems like they lock the door a when they want and just kill time or they do it to start clean up early. Either way the posted hours are the posted hours, you’re there for a job not to sit and play on your phone. If management even reads this or someone in corporate it is July 2, 2022 and it occurred at 9:50pm when the store closes at 11pm. The future will tell of my concern is even addressed. This is the 3rd time this had happened in 2 weeks. Lovely...

I went in to get a coffee and a bacon egg and cheese sandwich. I told the cashier that I didn’t want cheese on the sandwich, and I guess he thought I would to sub a different cheese. He leaves to talk to one of the girls there, I didn’t mind much of it and paid and ahead to wait, the female worker at the station turns to me and ask if I wanted a different cheese, and I told her I asked for no cheese, she then turns to the cashier to took my order and said to him I didn’t want cheese. There was an older male employee next to the her, and he very rudely says “it’s not his fault, it’s the customers fault,” I found that to be very disrespectful considering I told the cashier I didn’t want cheese. I believe he is the manager but not sure. The female at the station then almost swings my order at me very rudely with her back turned. The staff there can be very rude, I’ve gotten drinks made wrong and when I tell them they act very rude. I work in customer service and I...