Dunkin' — Restaurant in Willoughby

Worst experience in my life at this Dunkin donuts. This morning, I go in and order what I always order which is a large frozen mocha coffee with a shot of espresso and whipped cream and chocolate and caramel drizzle over the top and down the insides of the cup and the guy who took my order was very nice but the girl who was making my coffee came over and asked " was that mocha?" And that's all she said and I started to repeat back my order to her because she wasn't specific on what she meant and after just a few words and not letting me get the rest out, she copped an attitude and said " you don't have to tell me what the order is. I know what the order is" in a really nasty tone. So when my coffee was done and the nice guy who took my order handed me back my coffee I said to him " Can you please tell her she needs to be more specific next time and not cop an attitude with the customer?" So he tells her and she comes over to the window and starts screaming at me and him that " well I'm busy" and I looked at her and said that's not my fault, I'm the customer and not only that when I get home my frozen mocha coffee isn't even made the way I asked for it, she forgot my shot of espresso and it tastes horrible, a waste of $8 and I am extremely extremely extremely pissed off and I will go to Starbucks...

Had some bad luck with DD in recent weeks. Love their coffee, but it seems that the franchise owners are not completely honest.

I was under the impression that if you purchased one of their reusable mugs that you could order coffee as a "refill" and get a discount. I have my own thermos but decided that this was a decent investment. The mugs are $15 and not leak proof at all. I asked when I purchased it and (after a couple staff members did not know the answer) was told that yes, you get a $0.99 refill with a DD mug. However, when I came in the next day they said I had to pay full price.

This is fine except that I felt I was tricked into buying a mug that ended up spilling all over me. I privately contacted DD about this and was told that the refills we're $1.99 (still significantly cheaper then full price) and i was sent gift cards to compensate the $15 I wasted on the DD mug. But when I went to use one I was told that they did not accept them despite it saying "redeemable at and franchise location".

The coffee is good, but making your own at home would not only taste better, but it would cost you a fraction...

I have stopped here maybe 4 or 5 times on my transit to and from work since it is about half of a mile off the highway. However, getting into this location is a bit difficult. Unless you illegally make a left into this location; You have to pass it and turn around, in a currently empty parking lot and then head back towards the location in order to make a legal turn into the location. Furthermore, every time, and I do mean Every Single Time I have stopped here, I have waited 5 plus minutes to recieve an iced coffee or macchiato. I know, and understand, it takes a Slight bit longer when ordering an espresso beverage theres no reason it shpuld be more the 2 to 3 minutes. The drinks are also inconsistant. The wait is "frusterating-ly" long and unnecessary when ordering one iced drink. The employees are loud and unprofessional when speaking to each other. Maybe they are unaware of how loud and how much, we at the drive through window, can hear! It's unfortunate that it seems the employees here, do not care about their customer experience or the quality of the products they...