Dunkin' — Restaurant in Waterford Township

1st impressions are important but the resolution to a bad situation is always the decision maker. I decided to visit my local Dunkin Donuts this morning, ordered at their kiosk at 9:10am which their system asked for my 1st name and last name initial. At 9:13am I was called by a nice female attendant by my name to take my drink. I asked where was the food that was ordered with it? She said she did not know, so I patiently waited since she was only doing the drinks and there were others preparing the food. An employee (who acted as the leader in charge of this location) asked who's drink was on the counter, and called the name on the drink. I informed the employee it was mine and I was leaving it there until my food was ready. I noticed that this employee’s demeanor changed, became serious as if unpleased that I addressed the question. 9:21am came around, all other customers were helped, other customers were asked what they were waiting for and received their order immediately. 9:27am came along and the food prep employee asks the lead employee what was I waiting for. I informed I was waiting for my order and let him know what it was. This employee then looks at the packaged orders and my food had been sitting on their counter all this time. Someone put it there but no one bothered to call my name and give me the bag. When I expressed my frustration of seeing the lack of customer service, the lead employee said that I did not need to speak to him that way and he did not need me. I asked if he was the owner? He said no, he had been working there for 3 months and I was the only customer who's had an issue with his service. I informed him customers are coming in to expect fast courteous service and when my meal is sitting there getting cold I must complain. I asked for a refund and this employee said someone will refund me and to stop talking to him. All other employees in the place froze as if they were afraid or in shock to see this employee talk to a customer in that demeanor. I informed him I will submit an official complaint regarding this franchised location and I walked out!!! I will say this, my hard earned money, even though it was less than $15, will go to better use at a...

I don’t normally post one stars, I usually chalk it up as people having a bad day. I work customer service and hate getting bad reviews....the experience started well. Cashier was nice about the questions I had about new donuts. I had asked about a hazelnut drink my fiancé wanted, she very frustratingly said “hazelnut is just a flavor I can add to any drink” I said “ok”, I stepped aside to allow any other customers to make their order (only 1 other person in line and one in drive through, I only know this because I watched her switch to drive through and welcome them to DD) so I called my fiancé to see which one it was. It was the coolata, I’m not a coffee drinker. I know nothing about coffee. So I said she wanted a hazelnut coolata, again the cashier very frustrated with me and making it obvious with her attitude said it was only a flavor and that the coolata was just what they called the machine. So I asked what it was and she said it’s the same thing as a frozen drink, seeing how she treated me at this point I was gonna say whatever it took to leave the store because how uncomfortable I felt being in there. She gave me a frozen hazelnut coffee and I left feeling embarrassed and stupid for even asking questions. I live 3 minutes away and will gladly make the drive to go somewhere else because of this experience. I also want to add I wasn’t taking up to much time either. From selecting a dozen donuts that were assorted, to asking about the coolata, making the phone call and order which ever drink she suggested, to paying for it was all of about 5-7 minutes. I won’t be coming here ever again and divert anybody from...

This is by the worst customer service I have ever experienced. I bought donuts and coffee for my employees using a company credit card. No receipt was ever given. I went back up to the store and spoke to Randy who told me he was the franchise owner. Randy said that he had no way to reprint the receipt. I then called the corporate customer service phone number and it only got worse. The customer service rep told me that Randy had lied to me and that he could print the receipt. He then continued to ask for my phone number so that Randy could get in contact with me to resolve the matter. I told him that if what he said was true then Randy would just lie again and I would never get my receipt. The customer service rep said that since it was a franchise there was no way for him to get my receipt even though he was able to look up my order. I asked to speak to his boss as this made no sense and he refused to transfer me to anyone else. I was extremely irritated. I gave him my number but Randy never called. I emailed corporates customer service email and got a response almost immediately from Jean the “Customer Relations Coordinator” asking what number I had contacted for corporate so she could look up the case #. I replied with an hour and almost 2 months and multiple emails later I have yet to receive a response from her. This is beyond frustrating! Lied to by the franchise owner, ignored by 2 different “customer service reps” from corporate and I should have been given a receipt when I was there in the first place. I will never use any Dunkin...