Dunkin' - Hoffman Estates

Yesterday I tried to place an order though drive thru. they asked me to repeat my coffee order at least 3 times (it is a med iced coffee w/skim with 1 packet of sweetener) and a donut. I get up to the window and she hands me the wrong donut. So I handedthe donut back and repeated the one I ordered. Not a huge deal, but she was obviously annoyed. Its not like she paid for andreceived the wrong order, right? Next she hands me a coffee that clearly has cream and not skim. There is a huge difference ifyou have ever ordered them. Skim does not make the coffee white ish when added. It simply isn't black. When I told them itwasn't skim, she tried to tell me it was and after a second time, she went back and made it properly and I went on with my day.I just assumed it was a bad day. No. Today same drive thru, but there was a nice woman who took my order (the same order asyesterday). I get up to the window and she hands me the RIGHT donut, then the same cranky lady from yesterday tried to hand methe drink with cream AGAIN. So I tell her it isn't skim and she swears to me it was and pushed it into the window. I told herthe only way that would be skim milk is if she poured half of the glass with milk and a splash of coffee. So she rolled her eyesand went back to make it. I swear she came back with the same glass or at least the exact same mistake as the first time. I toldher I didn't want it because it was wrong but I am not going to argue with her. So I left already paid for the coffee that Ididn't get mind you. I will not be going back to this location anytime soon. She may be an amazing worker and person, butreally should not be in a customer facing job when she is giving the customer attitude when she gets the order wrong. I don'tget how Dunkin' can get coffee wrong soooooo many times (it seems a bit more widespread then you would think) and I NEVER havethis issue anywhere else.

I've been going here regularly. The service is on and off. I've not complain up to now. Today they didn't have croissants or English muffins in stock. Fine, not the end of the world. But I asked the guy at the drive thru for couple of extra napkins. Hedidn't want to give it and top of showed such a bad attitude and insulted me to move my car from the drive thru. Pathetic.

I would appreciate an explanation as to why your employees are not adhering to your national promotions. Are they allowed to create their own rules? Is there no standard protocol? This feels deceptive and unfair. Additionally, I've dealt with the same employee's rude behavior over the past two months, and I’ve had ongoing issues with leaking coffee cups, which I’ve repeatedly asked to have replaced with no success. While my ideal solution would be to close this location, I would at least expect an apology from the manager and the complimentary coffee I was entitled to receive. I won't be returning to this location, and while I know that one customer’s decision isn’t going to have a significant impact, it’s reassuring to know I won’t be going back to what I consider the worst Dunkin' in the state. I plan to file a report with the Better Business Bureau regarding this location, citing both fraudulent behavior and dishonest practices. Dunkin’ should at least strive to present themselves better than this. It’s experiences like these that lead customers to choose Starbucks instead.

This Dunkin' location seems to have a lot of unmotivated staff who are unwilling to prepare drinks, often claiming they don’t have certain items. It's disappointing to see how this coffee brand has declined. It might be time for some changes. I think I’ll be heading to Starbucks instead.

Noise Level: Low Staff: Friendly but somewhat distracted, likely because they are teenagers. It wasn't busy at all during our visit. Ordering was smooth and quick, but they did make a mistake by only giving us one piece each instead of the two we ordered. When we brought this to their attention, they promptly corrected our order.