Dunkin' — Restaurant in Wilkes-Barre Township

Horrible Service! I came to this location on Christmas day while visiting my daughter and the service was horrible. I placed a big order via drive thru and while placing it, there was so much chatter in the background, I keep to keep repeating myself. Once I arrived to the window, I was handed my stuff and since I trusted that everything was correct, I left. When I arrived to my daughter's home, I checked in my bag and saw I was given the wrong order. My daughter called and was told we could come back to grab it. I waited in line once again 10min wait bc you couldn't go inside. I explained what happened and the proceeded to give me the old sandwich from my last visit so I asked for a fresh one to be mad. I girl at the drive said she wants a fresh one with an attitude and I said indeed I do bc the sandwich has been sitting. Instead of giving me a new one, they ran it through the toaster once again and handed it to me burnt. I pulled over and walked to the drive thru window to explain that they gave me a burnt sandwich, asked the person st the window to look at it, she said no so I got angry and asked for my money back. She said no bc at this point I was highly frustrated and voice raised and was told not only am I not going to get a new sandwich but I also wasn't getting my money back bc I was yelling and they were busy. They closed the window and they all laughed while I walked away and proceeded to go back through the drive thru. Again I live 2.5hrs away so I found the customer service at this location to be horrible, I told my daughter what happened, she came to this location, asked to speak to a manager and heard other customers complaining about the same issue of them not getting what they ordered. They told my daughter they kicked me out of their drive thru which they DID NOT, the mgr gave her a sandwich and she left. Unfortunately once again it was the wrong sandwich but we decided not to bother coming back. All I can say is the entire staff was VERY UNPROFESSIONAL and there were too many people working that day for it to be so many issues with the orders, especially since the wait time was longer than usual. I would never return to this location if I'm in this area and would advise people to triple check your order before leaving...

They never give us all our food, no matter if you go inside or drive through. Most of the time in the drive through they don't give us our food and tell us to have a nice day and walk away. When we try to get them to come back they don't. When we are in the inside we will be waiting to get our food and will wait for 10 minutes before they ask us wait we are missing. Which they never even started it out knew about it. They also never mix the drinks at all. I know some of the drinks are thinker but at least try please. That also reminds me, multiple times we have gotten our coffee and they don't even have any flavoring its just black coffee. Last week I went there and they gave me the wrong size drink and when i told them the person took my drink and just poured it in a bigger cup and added a lot of ice to make if look like she "filled" it more. (I was in inside and she did it right in front of me) For the most part everyone can be nice but they can be very lazy with actually getting everything done and there are frequently messing up stuff and forgetting things. I also miss the how the inside used to be, it used to feel so welcoming and warm. I used to sit in there every weekend but know that they renovated the place it feels so unwelcoming and awkward. I miss that...

Today will be my last day going to this location. I ordered my usual small iced hazelnut coffee w/ cream and extra liquid sugar. The lady sounded like she never heard of liquid sugar and so I repeated again. Get to the window, paid for my order and tasted my coffee.... it had NO sugar in it. So, I tell the lady that it has no sugar and she said that you can’t see it. Both my husband and myself tasted it and it had no sugar. I gave her the coffe back and she put something in there other than sugar and gave it back to me. I tasted again and it was way worse than what it was. I wasted $2 and I am absolutely not happy about it. Customer service at this location has went down tremendously within the last two years. The manager has a very nasty and rude attitude especially whenever he’s in drive-thru. I will never go back to that location ever again. If you want great iced/hot coffee and customer service, go to the...