Dunkin' Donuts Review

I have savored the taste of Dunkin's Caramel Mocha Swirl latte .... when I have been able to purchase it,    But that is not often, because often, the staff can't get the order right OR I have to wait in line for 10 minutes while they stand by chatting among themselves.

I realize that these are franchise operations and are managed independently of the corporate office.  However, when you have had bad experiences with several different locations, you have to wonder what is wrong with the company in general.  Here are two of my most recent experiences:

 Visited a Dunkin Donuts location at approximately 11 a.m.   Should not have been a tremendously busy time, since breakfast rush was over and most people don't go to Dunkin Donuts for lunch.  I don't like using the drive through, so I opted to walk inside to be waited on.  When I arrived at the counter, no one was in front of me AND no one was serving the counter.  There was one young man working the drive through and there were two young ladies standing off to one side counting the tips so they could split them.  After standing there at the counter for several minutes, I asked the guy working the drive through if anyone was available to serve at the counter?  He said that there was no one.  By this time, two others had walked in and were standing behind me waiting to be waited on.  After several more minutes, I asked for the Manager.  The two people behind me walked out as the Manager approached me.  He asked me what the problem was and I said that I would like to order a Latte.  And I noted that two other customers had already walked out because they were tired of waiting.  He told me I would just have to wait.  I asked whether the girls who were counting the tips could help me and he said that they couldn't because they were getting ready to leave work.  At long last, the drive through worker finally was able to get me my drink.  I was very upset at this point and the manager told me as I left that if I didn't like the service, I should go elsewhere.  I have not returned to that location since.

This morning, on the way to the doctor, I stopped at another Dunkin location, again to purchase a wonderful caramel swirl Latte.  There was a line, but I expected that, as it was about 9:30 a.m.  I waited patiently in line and placed my order when I got to the front of the line.   The lady told me the price and I handed her a coupon for $1.99 drink along with my money.  She looked at the coupon and said that will be $3.11.  I said the drink is $1.99.  How could the total be $3.11.  She told me it was tax.  And I then said, the tax on $1.99 should be $.12, which would bring the total to $2.11.  Well, at this point, she became very upset because I had pointed out she was charging me $1.00 extra.  She practically threw the change at me and handed me my drink. 

Needless to say, I can find another coffee shop that serves wonderful lattes without all this hassle.

If it were only one location, I would say it is just the management at that location.  But, this is happening over and over at different locations.  So, this tells me, that the Company itself must train their managers and franchise owners to disrespect the customer and treat them like crap.

I would never recommend Dunkin Donuts to anyone.