Dunkin' — Restaurant in Winter Garden

I live a quarter mile away from this location. My friend was stopping at this location to pick up breakfast for himself and he asked me if I wanted something and I responded requesting a cinnamon raisin bagel with cream cheese. When he arrived and he gave me the cream cheese bagel, I noticed that I had to chew hard to get through the first two bites. It felt like it was a three day old bagel. So two hours later, I stopped by the branch and I asked for it to be replaced. I was greeted by a person at the front desk that was not able to make that decision so she went and got someone else out of the back who came out and asked me, when did I buy it? I showed her on the side of the bag that has their sticker with the time that it was purchased and she misread it and said that’s she will not replace it because it was purchased a 1:41 in the morning and we’re not open at 1:41 in the morning. I looked at the sticker that has the transaction information and I told her to look it says 7:41 AM. She then went on to tell me that their bagels are fresh and made daily. Now she also mentioned that I already had taken two bites out of it and I said yes I realize that and that’s when I decided that I just didn’t care to eat the rest of. She now asked me for a receipt, I said I don’t have a receipt because I had my friend pick it up for me. The only thing that is visible for the transaction is the label that is printed and paste it onto the paper bag that shows that it was purchased at her location and the time. She went on to tell me well next time you’re going to need a receipt and she begrudgingly ordered one of her employees to replace a bagel with cream cheese. I have already experienced other customer service issues at this branch because this privately owned. I think that the owner is very strict with the employees not allowing them to exchange or replace improperly made or non-fresh orders. These bagels are not cheap and all you ask is for something you can chew and enjoy the flavor.

I know not to go to this location because of the lack of customer service initiative. they’re OK with letting a customer leave and not care if the customer comes back or not. The rest of the employees were working with hard lips, which tells me that they are not happy working at this place. I would definitely go down the road and find the next one go to Wawa and pick up a breakfast sandwich there with...

Even one star is too many for this store and it's management. Seriously, the owner needs to either have a talk with the manager or find another one. Here is why: we bought an e-gift card following DD promotion last week. We did not print it, it was on the phone. On Friday, without any issue we used the e-gift card. On Saturday though, when the woman taking care of walk in couldn't scan QR code, she said with the most unpleasant tone of voice "this is a screenshot". We assured her that it was not, and explained that the day before the lady working at the store successfully scanned the QR code. With lots of anger, she took my husband's suggestion to enter the numbers manually. Today as soon as we walked in I was shocked to see her eyes rolled up. She just stood there without even saying hello. When we wanted to pay with the gift card, without hesitation she refused to scan the QR code and said the same thing that she does not scan a screenshot. Words cannot describe how rude and unpleasant her attitude was. She even didn't care to at least try or enter the numbers (something that a cashier with a slight customer service skill would do). To not argue with such a bitter person, we asked for the manager. Shockingly with the most emotionless tone of voice she claimed that she is the manager. We left without buying our usual coffee, and she seemed very pleased that she didn't have to take care of some regular customers. Within the last few months, multiple times my husband and I and several of our family members were treated by this woman in the most disrespectful way. Today, no matter how much we tried to explain that's the gift card we received through email, she did not care and did not try to charge the gift card (the store was empty, so no excuse that she was busy). It is a shame that this DD has selected this woman with clearly zero customer service skill to manage the store. It is unbelievable that the owner of this store cares so less about who should manage the store. My husband and I and the families of our siblings (total of 4 families) no longer purchase anything from this store just because of how rude and uncivilized this woman behaves and how every single time she has treated us like dirt. We hope more people stop buying from this store, maybe that triggers the owner to have a serious talk...

I stopped by here to get a coffee and a sandwich with hash browns. While the cashier was taking my order, another lady got the coffee ready immediately before I even paid for it! I sat down to wait for my sandwich while sipping on my coffee. I'm a very patient person but after exactly 10 minutes (I timed it) I figured something might be wrong so i went ahead and asked about it. As I suspected, they had accidentally given my sandwich to the wrong person, someone in the drive-thru (I was the only person in the dining lobby) They were very apologetic about it and the cashier who took my order instantly came to me and asked if there was anything else she could get for me; "free of charge" she said, and although I'm a huge fan of free things, this was an honest mistake in their part, so I didn't wanna take advantage of the situation and I politely declined, but she insisted. She noticed that my coffee was empty, since I was drinking it the whole time I waited for my order, and offered me a refill. How could I say no to that ;) At this point I was very happy, because I'm a huge fan of Dunkin' Donuts coffee and I didn't mind continuing to wait. A few moments later when my sandwich arrived, I took a peek inside the bag and noticed there were no hash browns! I paid a whole .99 for those suckers! I let the gentleman know and he was very sorry about it and quickly went to the back and grabbed me an order. Once he handed it to me I realized the little pouch was full with what was probably like 10 hash browns (normally comes 4 I believe) I thanked him and left.

I was very satisfied with the whole experienced and left very happy. Thankfully I was in no rush at all and didn't mind the wait, but THIS is what I call good service. Every location will make mistakes every once in a while, so to me good service isn't the ability to take orders perfectly, but the fact that they did everything in their power to make sure I was happy and even went the extra mile to make me leave satisfied. This was my first time at this location since I don't exactly live in this area and I was honestly impressed with the way they treated me once they made a small mistake, great job and kudos to the whole team at...