Dunkin' — Restaurant in Wilmington

(Shared to corporate email address - posting here in hopes of it making it to the appropriate parties)

To whom this may concern,

As a coffee enthusiast, I frequent local coffee shops in search of quality brews and quality interactions. It's apparent that many large-scale coffee chains lack the personal touch I'm looking for, and I find myself steering clear of them whenever possible.

This avoidance does not extend to your downtown Wilmington, North Carolina store (101 N 3rd Street, Wilmington NC 28401 | Store #353315) and that is such a refreshing deviation from the norm. I work in the Truist building where this store is located and, what began as a matter of convenience has evolved into a necessary daily ritual as a result of the exceptional service provided by your team.

Marie and B exemplify the epitome of "hospitality". Their kindness, tireless work ethic, infectious enthusiasm, remarkable emotional intelligence, empathetic nature, and humor make them stand out among the crowd. A morning without their excitable greetings and witty banter leaves a void in my day, underscoring the invaluable role they play in brightening a stressful Monday or a daunting Wednesday.

I'm writing to express my appreciation on behalf of my entire office. We have all benefitted from meeting them and we are incredibly grateful for the compassionate connections we've forged with whom we've affectionately named, "The Dunkin' Duo".

While I may not be officially affiliated with Dunkin', I'm certain that Marie and B embody the values you seek in your employees in both behind-the-scenes and customer-facing roles. Their conduct speaks volumes about your commitment to excellence in customer service. Thank you for employing such amazing human beings. Your dedication to fostering a positive work environment doesn't go unnoticed.

Thank you for taking the time to read this lengthy (and quite wordy) email. It's an email I've been meaning to send for months. Please convey our appreciation to Marie and B for their exceptional service and have a beautiful Tuesday.

Your Dunkin' Fans, Jessie Vincoli, Craig Snow, Jillian Hon, Alec Hall, and Audrey Elsberry Wilmington Media + Marketing (The Greater Wilmington...

UPDATE: APRIL 4th, 2025 Today was a hard day at Dunkin Donuts. The store is on its 4th Manager and her name is Celia. I did not expect an attack as my Service Animal, Snowball and I have met her before this visit. Celia does not know the Federal Law concerning Service Animals. She can ask me if they are a Service Animal yet she can't judge me if she gets the answer she does not want.She needs to honor the answer. I have the credentials which I offered and she would not look...I offered the task performed and she would not listen. She threw us out!!! I was stunned and offered to have an official explain the Law and she did not care. It seems she was in an awful mood today ... I left no problem as I was not going to compromise myself or Snowball. I met with Law Enforcement and I am right. I also know she can refuse to serve me yet not because of Snowball just because she seemingly was in an awful mood and maybe does not like me ... I have traveled the world and really like Dunkin Donuts. From day one of my move here this store has had nothing but problems....muffins half cooked / employees who don't show / and now a mean spirited woman who exercised power inappropriately. I will place my concerns with corporate and hope Celia leaves soon or the store will not have many customers left. Original: What a difference a few days make...Marvin is now the Manager. He is welcoming and very proud of this store. I am happy for him and a fresh start in the New Year. We all deserve a 2nd chance and he was not a part of the below situation...Kudos to Marvin!!! I have gone to Dunkin Donuts ALL over the world. I moved here 1 yr. ago and have visited this location and placed orders frequently. Last week I arrived to new staff and a regional manager. Amber made an offer for our building and then sold the muffins promised. Today they hung up because they did not want to face their poor actions. Why would it have been so difficult to call rather than wait for the customer to call? It seems a loss all...

I want to give a shout out to the person with short brown hair who worked Monday, May 6th in the afternoon. They worked the register and were extremely polite and informative. But the girl or girls in the back were extremely loud talking about personal topics and it just created a rude and uncomfortable atmosphere. They were also more concerned with the male customers who got their order first even though they ordered after us. And to be clear they did not order ahead of time and had almost identical orders. I also found it weird and overall unsanitary when a customer kept walking in the back, where the food is. And no they were not an employee, they had a uniform on for I different business. Over all I was uncomfortable and if they were quicker I wouldn’t have experienced half of...