Dunkin' — Restaurant in West Springfield

Update 11/17/23 since I can’t figure out how to write a second review: whoever is the owner of this location is an absolute THIEF. Now they’re literally charging extra for the “queso” that is supposed to COME WITH the loaded hashbrowns!? How can they get away with charging whatever they want, when other locations in a 5 mile radius charges normally. The manager Dalia I think her name is, is still an unprofessional hot mess who doesn’t listen at all when you order, my coffee has been wrong 8/10 times I’ve ordered from her. She’s also states that they don’t have any control over the extra charge for the queso or flavor swirl pump… it’s an extra line item, you can see it on my receipt, I used to work at Dunkin in high school ma'am I know there’s extra buttons to press to add charges. Ridiculous. I now will never give them another dollar of my money.

Terrible location. The most stingy Dunkin ever. They literally charge you for an extra pump of flavor syrup, always only 1 piece of bacon on the wake up wrap, I asked for cream cheese on both sides of my bagel, I open my bagel to find barely enough spread for half my bagel. The “manager” is unprofessional and a hot mess. If it wasn’t the only location on my commute to work, I’d stop going...

Usually I just get coffee from here during evening times but I will never come back to this location. There is short staff no one knows what they are doing don’t like staffs morals. I was there last week Wednesday got 2 sm coffees and some bagels I wanted 4 they gave me 1 and I said I wanted 4 they said we’re out. Well why didn’t you tell me while I was ordering ?? Anyways then I got the bagel I said I want it on side one was without one was a big patch of a cream chz like am I gonna eat the bagel or cream chz?? And now I was there 10 min ago staff was same there was a girl doing bagels and one women doing drive thru and there was this boy he was really bad staff morals is a 0 and he got my order wrong wanted 2 am coffee not one thank god I checked my receipt and asked one of the womens I think she was the manager not sure she gave my black coffee. Plus all this happening I was standing there for almost 15 min one guy went out the door because no one came to take the order. Then I was going to eat my bagels everything is great got in the car now I don’t have my knifes !? Is this ok? I have been in customer service before I know how things work out but...

I would have given 1 star is the coffee wasn't good 50% of the time, and that percentage might even be too generous. The drive thru line is the WORST here. There will be 5 cars in line, and I will be in this line for 35 minutes. But it would take just as long to leave and go to another Dunkin, and this one is just convenient to stop at because it’s close to home. I’m actually sitting in line as I write this review, and have seen 3 cars in back of me leave the line. The line hasn’t even moved in 10 minutes. I used to come here every day once or twice a day, but I make my coffee at home now because this line is just ridiculous. A few days ago, we waited at the speaker for 10 of the 30 minutes we waited, someone finally asked for our order, then after we gave it, the kid said oh hold on…then 5 minutes later the same kid said sorry what was that again? …I have never waited less than 27 minutes in this line…it’s terrible. Maybe they’re understaffed. I don’t know. But when Robert used to work here, he already knew our order as soon as we pulled up to the window, and we never waited in line more than 10 minutes even with 5 cars in front of us. I...