Dunkin' — Restaurant in Westlake

I very rarely write negative reviews (I like to give positive credit where credit is due in life). But I must second the other reviewer who said they would give zero stars if they could. This new location is beyond horrific, and the workers are unbelievably incompetent. I was excited when this location opened so close to my home….but it has caused me nothing but grief. I have been to the Stearns Road location approx 20 times, and they manage to do good business there. I have only been to the Westlake location 3 times, and I will never go back again. All 3 times were a disaster. I placed online orders all 3 times. When I arrived for pickup the first two times, the orders were so wrong (and they were out of half the items) that it seemed like a joke! They had me choose different items to compensate for the items they were out of, and I had to point out the incorrect items that they then attempted to replace. When I got home and checked the new bag of items each time (from the “fixed” orders)….it was all wrong! Totally different donuts that I ordered, and wrong details on the sandwiches! Wrong bagel bites too. Shouldn’t a new location have things in stock even more so than older locations!? You would think they would want to impress new customers with their inventory, but I am floored that they’ve been out of about 50% of the items I’ve tried to order in the early afternoon!!! And then to top it off…they get replacements wrong!!! Yikes!!!! My 8 and 9 year old kids could do much better than that!!!

Today’s experience was the final straw. They were out of a breakfast sandwich I ordered online (shocking they were yet again out of things after I’ve already paid for them!!)…so they told my husband (he was picking up the food) that they were out of the sausage, egg, and cheese empanada that I ordered. They said they could replace it with a sausage, egg, and cheese croissant. So my husband knew I wouldn’t be thrilled, but it was reasonable enough, so he said, “sure go ahead!” When he got home, I opened the bag to find a PLAIN dry croissant. No sausage. No cheese. No egg. No sandwich!!! Dry bread! What on earth happened?! So my husband drove back to Dunkin on Detroit in Westlake to tell them what happened and get the sandwich replacement to the replacement. The girl at the window proceeded to tell my husband that that is what they agreed upon, and that is what her manager approved! My husband tried two more times to explain the mixup and what should have been the result…but she kept denying things. And my husband took the time to GO BACK!!!!!!! There should have absolutely been an apology and replacement sandwich at the LEAST!!!!! A good business would have also offered a gift card for our troubles. This is the worst business I have encountered possibly ever. I’m sad the space in this location is wasted on a place I will never again visit. They should completely start this place over if they want to stand a chance. New management,…new kitchen and window people…new inventory people….everything must go and start...

My daughter has therapy just down the street. Weve. Been comming here since it was built… the past 3 times have been the worst customer service ever!! This last time has made me not want to come back!! I did a mobile order. The female drive thru attendant has no personality and was rude! She should not be dealing with customers at all! Food issues -iced coffee had hardly any oatmilk (normally an iced coffee is light-ish brown… this one was DARK!) the wake up wrap was xtra crispy on the wrap (burt… couldnt eat it) the mini stuffed bagels were still frozen in the middle!!!

She was rude…. Then my order was missing the stuffed bagels… i turned around to get them. I asked for more oat milk to put in my coffee, and I asked for the missing bagels… oatmilk was given (she was rude about it) And the bagels were still frozen!!!

I tried calling numerous times and no one will pick up the phone!

Worst experience ever!!

Mind you this is the third time in a row To have a bad experience the first time the attendant again was rude and they gave me a order and charged me twice! Again, no answering the phone when I called

The next time my coffee wasnt made as i asked (i always get sugar free… it definately wasnt made that way because my sugar spiked then crashed!) And now this!

I will not be returning! And i usually come about 6 times per month! ANSWER...

Truly I have never left a negative review before. I usually hold fast to my belief that food service workers are the best of us with the worst jobs and most mess ups are just a product of higher up mismanagement. But the unidentifiable lumps floating in my room temperature chai compelled me to share my harrowing tale of dunkin disgust. I got some hash browns and a large hot chai with a shot of espresso. The hash browns were fine but my drink was only 3/4’s full,”fine” I thought, “it happens”. Then I took a sip, really gnarly ratio of syrup to steamed milk, top inch of the already shallow drink is just uniquely yucky foam. Somehow it was already room temperature 2 minutes after picking it up. “Okay that sucks” I thought, but I put it in my offices microwave, stirred down the foam and soldiered on, now sitting at my desk with a now nearly half empty cup of gnarly chai. I take another sip and spit out what can only be described as “lumps n chunks.” Of what? Mercifully only god knows. Yet here I am left, sitting at my desk, 7 dollars poorer with a tummy ache and a drink I’m afraid of. For shame dunkin of Detroit road. For shame. For the sake of your physical and mental health, just get your coffee from the gas station across the street, I know I...