Dunkin'

I originally gave this place a 5 Star..now I give it a 2 Star. However, I will say the young cashiers there are very friendly. When I pulled up; the young man in the drive thru asked me to pick up his bracelet that fell off of his arm earlier. I did so..did not think about it. However, asking a guest to touch personal items that have fallen in dirty drive thru snow isn't the best thing to do. He was very pleasant though. I ordered to sandwiches; one on a croissant. I pulled into a spot to eat it; it was over cooked. I pulled back around to the drive thru to ask for my order to be remade; PLEASANTLY. I could hear some issue about the request, so I drove up to the window. I explained what I needed. I even asked lightly toasted. The cashier apologized. It was remade. The croissant was still burnt. This time sloppily made and cheese not melted..actually cold. I asked for it to me remade on an english muffin. Thinking this would remedy the issue. I was still very polite. There was NO cars behind me each time. I was asked to pull up to the "sandwich window" which was NOT plowed and had looked like cars had drove over it. I pointed that out and asked if I could get my sandwich at the same window it was given to me at. They obliged. I pulled into a spot and looked at my sandwich. This time my sandwich was rushed..barely warm..not toasted, cold cheese. I decided at this point to just get my money back. I didn't want to keep asking for something that I wasn't going to receive. I don't like wasting food either. I spoke with the cashier, the MANAGER who was in the sandwich station unbeknownst to me earlier; heard me discussing the issue and started YELLING: " I AM NOT MAKING THAT ** SANDWICH AGAIN. SHE KEEPS ASKING FOR IT TO BE REMADE, I AM NOT DOING IT AGAIN"! I was coming in to ask for a refund. I was horrified by the language and the reaction. Unacceptable...by any means! I have been in hospitality for 25+ years. From fast food to fine dining to resorts. The cashier didn't know how to give a refund. So the manager scoffed over, handed my money to me harshly in the receipt without a word or apology. Ironically, my granddaughter ( who was with me) works at a DD and couldn't believe what happened. I called corporate franchise and got no help. Call was answered but "dead air". I tried another number..it referred me to the 1st one. Called Holliston Franchise area, and was treated wonderfully; but that store wasn't one of theirs. I was given the same # I received dead air from. These are trying times. It is not easy for those in hospitality. But, I am finding more and more that this is the norm. Coming from a manager/supervisor cannot happen! Holly NEEDS some counseling. Or maybe just the owner asking if she is ok, showing up, staffing, etc. IDK but THIS DD is dropping the ball. This isn't the first time poor quality at this franchise. I have no issues with other DD I frequent at all. Hope corporate sees this and rectifies the problem.

Just left a review for the dunkin at the gas station down the street and have the exact opposite thing to say. There are always 3-5 workers at a time and it gets busy so sometimes service is slow and that is the only downside. I often see people working there that I recognize from around town and the service is great! Coffee and other menu items are consistent and perfect every time!

Update: placed a mobile order for a refresher. Got to pick up, they don’t have refreshers and offered to make me another drink. I asked for a refund instead, but they said they can’t refund without a manager and the manager wasn’t there so I’d have to come back. I said fine, I’d like a small iced coffee caramel swirl. They handed me a small iced coffee with ???? creams and no caramel. It’s so convenient to my home but I’ve had problems nearly every time I’ve been there so I’ll continue to drive to Hopkinton. Service is always slow in the afternoons. This morning placed a mobile order for walk-in pickup. Walked from our apartment to this location only to find the doors locked. Employee motioned for us to go through the drive through, we motioned we did not have a car, employee shrugged. I tried calling the phone number and nobody picked up. Dunkin corporate was very responsive and refunded our order.