Dunkin' — Restaurant in West Bend

I asked for a sugar free iced mocha with an extra shot. I was asked what I meant by mocha, " Coffee, latte...?" I said that, when ordering a mocha at a coffee shop, I usually get a cappuccino". I was told that, here, it's just a flavor and it can be added to an iced coffee, a latte, or a frozen coffee. I asked for a sugar free mocha frozen coffee. On the screen, it did not say it was sugar free, so I asked. I was informed that they do not have sugar free mocha. I asked what they do have sugar free and I selected sugar free hazelnut. I was asked if I still wanted that as a frozen coffee. I said, " No. Please make it a latte. I would like a sugar free hazelnut iced latte with an extra shot." When she handed me my coffee, it looked like black coffee ( it was not frozen). I said, "That doesn't look like a latte." She said, " You didn't order a latte. You ordered a coffee " I explained that I had ordered a latte. She responded, " No. You didn't. You ordered a coffee." She looked angry and said she would make me a latte. At this point I was a little afraid to drink it. As I was driving down the road, I took a sip and discovered that it wasn't just sugar free. It was completely unsweetened and too bitter to drink. $6 and 15 minutes...

This morning May 26th 2021 at 545am, I went to dunkin in west bend and pulled into the parking lot off to the side and placed my order online. I do this because it talks about 3x points for this and 3x points for that. I placed my order in the parking lot and then proceeded to the drive thru. No I did not wait after I placed the order but I also wasn't expecting it to be ready at that very moment. I pulled up and said, hey I placed an order online, Bridget asked my name. and I said Amber. Antwan came on the speaker and said. "AMBER YOU NEED TO GIVE US TIME TO GET ORDER TOGETHER. YOU JUST PLACED YOUR ORDER IN THE PARKING LOT.. YOU NEED TO GIVE US AT LEAST FIVE MINUTES. WHY WOULDNT YOU JUST PLACE YOUR ORDER in the drive thru. At which time I tried to explain the points on the app. He did a very unapologetic sorry and told me to pull forward. I can tell you that I took the food brom Bridget. She told me to pull forward to the second window. I received my drink from Antwan and drove away in tears. Yes I said tear I tossed out all of my food and drink. And have realized that I was never spending my money at the dunkin in west bend again. How did I stop there to help kick start my day before having to go to...

Love the coffee but the service is horrible!!!! I was stopping daily but have backed off due to quality and service. They forget to put the flavor in the iced coffee constantly. We adjusted to trying our coffee before we leave but are finding that we have to knock on the drive thru window to get someone's attention. The drive thru is not very ideal. They have two windows but no system. I've been told to go to the second window only to have to get out and knock on the glass because they forgot about me. Then you get the "what did you order". If you go to the second window they will serve people complete behind you that will have to pull out and squeak past your car on the back and front side to get out of the drive thru while you watch and hope your vehicle doesn't get hit. I called once to complain and the girl told me it was her that served me and its her last day so.... We were so excited to have a Dunkin Donuts! I can't believe they built a new location in West Bend and don't have any kind of process or quality worked into the plan to sell coffee....