Dunkin' — Restaurant in West Virginia

I waited over a year coming 5 days a week on my way into work to develop an adequate sample size before leaving this review. If there were ANY other, decent or mediocre coffee shop in Spring Mills, this shop would (rightly) go out of business.

First, the service is atrociously slow, no matter which manager is onsite. I order the same thing every day: a hot or cold coffee with a single cream. Nothing fancy, should be doable in 2 minutes. Despite this, over the course of a year, it has taken on average over ten minutes to get a coffee, whether that is via drive through, walk-in, or even pre-ordering via the mobile app.

This store is staffed by kids and young folk, which is to be expected; however, nobody works or moves with any sense of purpose or urgency. That is a failure of management, along with the staff. The drive through regularly takes 10 minutes or more from entering the lane to getting a coffee - in part because the lovely people around here feel the need to order entire meals for families, but also in part due to the staffs lack of urgency for anything. For reference, chick-fil-a has a 2-minute benchmark from point of order to hand off. 10 minutes for a coffee (or more) isn’t acceptable.

Beyond that, I have used the mobile app to order when I’m more than 5 miles out, because I am on my way to get to work on time, and I know the drive thru is atrociously slow. Regularly, I come in and my drink isn’t ready; the staff don’t make themselves available to people waiting in-store, and often the drink is straight wrong: for example, recently I ordered a plain ice coffee with one cream. When I arrived, the order was ready…but with no ice. I tried to get the attention of staff which took a couple minutes, and when I pointed out that it had no ice, the staffer then insisted he needed to adjust the cream due to adding the ice. I had to interrupt him and tell him to just leave it as is, give me ice, because I was now late for work.

The drive thru staff are unpleasant, dead pan voiced, and often rude. For instance, when I ordered a drink for in store pick up but had to go through the drive through, the window worker was very rude and said “you ordered this for in store, not drive through” and didn’t want to give me the drink at the window, despite the drink being ready and five feet away.

Management needs to show leadership and train staff to actually care about anything, even if people don’t feel like working there matters. The service is deplorable along with the attitudes and vibes. It shouldn’t be normal to expect, and endure, a miserable experience to get a basic coffee every day before work. I hate Starbucks but I’d pay their premium if there were one next...

The absolute worst experience ever. I will never , Ever spend money at this location, and I advise that no one else does. Walked in to order two shakes, two ice lattes, 6 munchkins, 4 donuts…, 40 minutes later…. Apparently something was wrong with the register and the RUDE staff had to wait for a manager to come to the store to fix the issue. A few customers were in the store complaining about various issues. One customer asked for her money back and another left the store after standing for 10 minutes with no acknowledgment. They made our two shakes, took my card, rang the items up and began helping other customers that came in after us. I finally spoke up and asked about the rest of our order. I am not sure what the heavy set black female with glasses name is…, but she is RUDE! She should not be working with customers in any level. She Will single handedly destroy a day’s profit. She made me seem like I was wasting her time, and that I was the problem. If I could’ve reversed and also had not drank from my shake…, I would’ve returned everything from my $35 order and went to another business. We were directed to use the order board…, of which did not have a milkshake option. Then we were told that we would be better off if we went through the drive thru. Wait…, What!? This isn’t the first time that I have had an issue with this staffer and her customer service. We will NOT be returning to this location. My advice is to retrain your staff or be prepared for more complaints and...

This is a meeting point when my kids go spend time with grandparents (middle of a few hour drive) so I've ordered here numerous times over the course of the last year or two. Every time I regret it. I actually had stopped going in for the last few months but decided to give it one more try. Nothing has changed, possibly worse. When you go in, there's 5 or 6 people working and no one acknowledges you. Eventually if you speak up, they tell you to give them a minute. Order, then you're waiting 20 to 30 minutes for your order. This time it took over 20 minutes for 1 coffee and 1 donut. While waiting I observed a counter full of mobile orders not being done, no cars coming through drive through, they were just chatting. It took 3 people to figure out how to scoop ice cream for the lady who was in lime behind me. Machine beeping nonstop back there, not being acknowledged. When they finally went to make my drink, they discovered there was no coffee made. So the lady spent 5 minutes trying to figure out how to brew more before finally getting help. People with mobile orders placed 20-30 minutes prior started coming in and they were upset it wasn't ready. 100% the WORST Dunkin ever. Safe yourself the trouble...