Dunkin' — Restaurant in Westborough

I had two drinks made incorrectly here on back to back visits. This seemingly small problem lead to one of the top two worst customer service experiences I’ve ever had.

8/26/25 Anna said she didn’t realize the machine was broken and I could come back to have them replaced.

9/12/25 I attempted to do so, asking for Anna and one of the two drinks that was wrong. Simon turned and told another woman working there my order “large ice caramel macchiato add espresso”. Maybe she was focusing on getting the espresso right, but the drink came without caramel!

9/22/25 I returned asking for Anna to retrieve the second drink and to report that the replacement I had gotten last time was also wrong. Instead of providing excellent customer service and fixing the problem he was already aware of, Simon made up a story from thin air saying last time after explaining the situation, I only wanted one of the drinks and that all is settled. I never said this. He said Anna was fired two months ago (not possible, I kept a record and clearly my last communication with Anna was less than a month prior on the 26th of August). I told him that the drink I received from him last time wasn't even right. He said he made the drink and that it was perfect: this is also false because that night I heard him relay my order to another woman working there who made the drink missing caramel and delivered it to me at the window. He then told me sorry, he would be unable to replace the drink this evening. He said to come back on a night when Anna’s working which would indicate that she still works there. I was seeing red because his decision was backed by three separate lies, plus I had been promised replacements for the two incorrect drinks I paid for (and the first replacement on 9/12 was even wrong).

I parked my car and went in hoping to speak to a manager. Simon ferociously repeated the same lies, again wasting my time while I had groceries including ice cream and dinner in the car getting cold with my family waiting at home. I asked for a manager, that’s when Kevin stepped forward. I explained the story, and he said Anna was fired for legal reasons and they couldn’t honor anything she had arranged previously. So I told him “regardless, I still received two drinks that were made wrong and one of your employees gave me her word that I could have them replaced”. He reluctantly agreed and asked what drink I needed. I could tell this enraged Simon. On my way out the door, Simon yelled “hey, I want you to take a sip of that drink before you leave so we can see that it was made right!” This is completely unacceptable! I ordered the drink to put in the fridge and consume in a couple of hours or possibly the next day, so I told him no I wasn’t planning on having coffee just then—he cannot command customers when to eat or drink their products especially after treating me so poorly leading up to this exchange! Strong bully vibes were coming from him, so of course I had no plans to back down. This is not how a customer should feel when visiting an establishment!

As a result, I’ve written this review, will be speaking with the manager tomorrow to fully explain the situation checking if Simon is even his real name, as well as filing a formal complaint with their...

After a midnight dinner at John Harvards (one of the few places open beyond 11 pm on a Friday), I had a sweet craving.

One of the few places to remain open at 1 am is....you guessed it...Dunkin Donuts. This was my first experience at this particular location. Let's face it, this was my first DD experience ever. I always felt it lacked character and tried too hard.

The sign outside was misleading that the drive-thru is 24 hours (well what about your shop Sir, is that not open), we were confused (esp. with snow falling) if the actual shop was open, since you couldn't see anyone inside.

After 2 minutes in the shop, a sleepy attendant walked in (probably hadn't seen a customer in several hours). We ordered a coffee cake muffin (half the muffin shelves were empty, this one seemed somewhat less offensive than others) and asked for a vanilla chai (horrible beyond words...it's like a rotten milk factory mates with a Capuchin monkey's diarrhea..OK I exaggerate but it does spoil the taste in your mouth).

The entire experience was tepid and made me wonder if there are any 24 hours Starbucks. Starbucks, if you are listening, can't you keep one of your shops open all night?

DD is the place of last resort, when you have no other alternative, and you crave bad coffee or some sugary thing (note: not a delight) you go there. Maybe they ought to take a leaf off Starbucks and offer Soy Milk and...

Went here on 3/17/22. Fourth in line at the drive through. 1st car hands them their card and gets it back a few seconds later with their order. Next car same thing, next car same thing. I pull up, hand the girl my card. She stood there for a second then turned and walked away with my card. Several minutes later returning with my card and my order. I left. Exactly 5 minutes after I left I got a fraud text on my phone saying someone tried to use my card at Moda Operandi, twice! This shopping site sells items costing hundreds of dollars. Thankfully my bank‘s fraud protection declined the transactions and is issuing me a new card. I called the Dunkin’ Donuts later that afternoon to talk to the manager. Instead of apologizing and offering to look into what happened, the manager said “that didn’t happen and it wouldn’t happen in here with any of my employees”. She basically completely dismissed my complaint. Now I appreciate that she trusts her employees but with an accusation like that I would think she would want to immediately take necessary steps to resolve...