Dunkin' — Restaurant in Westford

Update June 2024: The most egregious unethical business practices have stopped as far as I can tell. Because this location is just so convenient for me I decided to see if things had improved after not ordering for 6 months.

As it is right now I'll give this Dunks 3 stars. It still has some issues, most of the staff are good, a few seem to spend more time looking at their phone than helping customers and 10% of the time there is a mistake on your order (rough estimate based on personal experience). It's a dunks, don't expect much, but could be a lot worse.

Original Review:

I haven't recently had a bad experience with the employees. In fact, when the store is actually open, the M-F morning crew is great at making my order quickly and correctly. I used to order from this location frequently as I start work at 6am and this location is on the way to work. Hat's off to the employees, I appreciate their hard work. They all deserve a raise.

This Dunkin' gets a 1 star because the franchise owner is engaged in fraudulent and criminal business practices.

I am including video evidence, it's only libel if it is a false statement.

The franchise owner changed the business hours with a note on the register, however they didn't change their business hours in the app which means they are purposefully allowing people to order through the app knowing that the store won't be open.

According to the note the store should have opened two hours late. However as of 10:17 am, the store is still closed and the app is still accepting orders for this location.

The Dunkin' app is notorious for being difficult to get a refund, calls are ignored, e-mails are ignored. How many thousands of dollars is the franchise owner making by accepting orders that will never be fulfilled and refunds never given?

I have reported this to Dunkin' Corporate Customer Service multiple times as this has been an ongoing issue for months and the corporation has done nothing about it. They have promised me over the phone multiple times they would contact the Franchise Owner and make sure it doesn't happen in the future, but it has continued to happen.

I have stopped ordering from this location through the app except to deplete my "reward points" as I'm still waiting on a refund 3 weeks ago the last time this happened. I was getting gas at this location, noticed Dunkin' inside was closed and used the opportunity to get video and picture evidence of the fraudulent business practices that have been going on at this location for over six months. I encourage anyone who has also been ripped off by this location to report this to the Better Business Bureau. They are only going to take it seriously if enough people report the unethical, and to my understanding, illegal business practices going on at this location.

Charging people money when you 100% know beforehand that you cannot deliver on the product and the customer will be required to spend their time calling and/or e-mailing Dunkin' Customer Service, often multiple times, often waiting weeks to get a refund, sometimes never getting the refund because it's too frustrating, IS ENGAGING IN CRIMINAL BUSINESS PRACTICES.

From the sign on the register, this Dunkin' ADMITS it is engaged in the practice from 5am to 7am. Even if they claim they didn't know the store didn't open at 7am, they already admitted they were taking mobile orders during that time frame with the foreknowledge they could not deliver on the product they charged money for.

They can mark themselves as closed in the app, I've seen it at other locations, the franchise owner CHOOSES not to do this and is PURPOSFULLY engaged in fraud.

Since I know I've made the issue known to Dunkin' Corporate Customer Service (or their representatives they entrust to handle customer complaints), and I HAVE REPORTED IT THROUGH THEIR OFFICIAL WEBSITE, as far as I'm concerned the Franchise Owner of this location AND the Dunkin' Donuts LLC (doing business as Dunkin') are knowingly and willingly engaged in defrauding...

Omg 💀 they have literal twelve year olds working here. Ordered a latte- they gave me a cup of white milk. Then got hash browns and a wake up wrap w no cheese and asked specifically if they could burn the bacon. After the first ten mins I got the milk latte and wrong sandwich, so I asked if they could put the bacon in a little more (this is where a dunks with not children would have just...put the bacon back in like they normally do- without attitude) they then gave me a whole new sandwich with cheese, so I APOLOGIZED and asked if they could do it without cheese. Third time, twenty five mins later, I had to go out to tell my partner and toddler I would be a few more mins, and came back in to my sandwich being thrown at me while two of the little kids snickered after having tossed my sandwich at me. The little boy said 'we can't LAUGH at work?' 💀 No, y'all spent the last half hour of my Saturday morning errands, messing around rather than make HASH BROWNS, A WAKEUP WRAP, AND A LATTE-whybis that hard?! I stayed polite and waited patiently, but after FOUR wrong attempts at making something that had you just payed attention rather than chatting with your friends, could have taken two mins, and only does take two mins at every other dunks ever. The brown haired girl was the only polite one who wasnt messing around, and just did her job politely. It should not take four attempts at listening to get a customers order right, and you should NOT be taking your mistakes out on customers by throwing their sandwich (still not cooked properly god forbid we just COOK THE BACON) And giving attitude Because you're embarrassed and frustrated that somebody asked you to do your job properly

For real though, just be polite- apologize when you have customers waiting there for a long time, or when you repeatedly get their order wrong. Just being humble and apologizing for your mistake is what a normal employee does- not sassily throwing a sandwich you cooked wrong three times, acting as though it's the customers fault, and not muttering a WORD until you were confronted. And even them- no apology, no acknowledgement that I'd been there SO LONG my partner had to take my toddler outside to entertain her- instead you were just rude. I get it's embarrassing to be wrong THAT many times, but taking out your embarrassment on a customer by acting like a middle schooler and snickering with your friend Kaylee...

I worked for this place & THERE HORRIBLEEEEE !! Nobody can make orders correctly , The staff are ignorant they would rather be on there fones or sitting down then take orders !! There extremely rude - there unclean , staff don’t ever wash there hands ! I was the only one washing my hands multiple times a shift while no one even washed them ONCE .. they work you like a SLAVE and wonder why they have the staff they do . Theres fruit flies all around the donut case and I was the only one there trying to do ANYTHING ABOUT THEM . They didn’t care they would just keep selling them to people KNOWING they been covered in fruit flys once afternoon hits . When I worked there we never got breaks , we had people drinking in the office , rolling w33d in the office , stealing money , swearing at customers , & NOTHING WOULD HAPPEN TO THEM . It took over a month for them to get fired with a BOOK of evidence . I was put in charge of this place WITH NO TRAINING , promised a raise and extra money for doing management duties & WORKED LIKE A BROKEN DOWN DOG for almost 2 months and got 2 DAYS OFF THE ENTIRE TIME , and I was the opener so I had to be there at 430am EVERY SINGLE DAY ! I didn’t get ANYTHING I was promised for doing the job I did . Customers LOVED ME BECAUSE I WAS THE ONLY ONE THAT KNEW HOW TO MAKE THERE DRINKS CORRECTLY ! They didn’t even like our big boss making there drinks CUS HE COULDNT DO IT RIGHT ! I had people that would stand to the side and ask me if I could do it cus they didn’t want him doing it cus they said it always comes out GROSS !! 😂🤦🏻‍♀️ & THATS THE DM ! I loved my job here , BUT THERE WAS SO MUCH WRONG WITH THIS PLACE ! They don’t clean there grill , or the buckets they put the food in for the grill , I would ask them to pls wash them cus they didn’t get washed EVER but no one ever really did it . The list goes on and on ! DONT GO...