Dunkin’ Donuts

I love this Dunkin Donuts. The employees have always been friendly every workday morning that I stop in. Even thought they were closed for almost two months, they still remembered my order of large iced Hazelnut with skim and turbo. Even though there are only 3 – 4 of them on the morning shift, they are always working hard and keep the line moving well.

To start I have been a very long time customer of DD (over 25 years) and I have to say that the experience that I had this morning is one of the worst customer service experiences that I have ever had. As usual it started with a long line, which is to be expected. When I arrived at the counter and ordered my large decaf coffee and jelly donut I was told that their system couldn’t accept my mobile gift card. I stood there for three minutes (which is a long time at the counter with a line behind you) holding up my phone while the manager, yes the manager, told me that if I didn’t have another way to pay that I couldn’t have the coffee and donut. To which I replied, «you’re seriously not going to give me the coffee and donut, seeing as it is your system that is down?» to which she didn’t even apologize!
I work as a manager of a customer service business and I have to say, while it may seem like a trivial reason to be upset I am appauled at her horrible sense of the right action to take.
I will never be back to this location and am very dishardened to say that if DD doesn’t start to clean up their dropping level of customer service that I have noticed in the past year or so I will avoid them altogether.

It looks bigger from the outside and the layaway is weirdly shaped that it gets over crowded with only 4 costumer.
The staff get very distracted and over whelmed.