Dunkin' - Parma

The staff here really don’t seem to care. There was a long line wrapping around the building in the drive-thru, yet inside the store, there was only one other c... read more The staff here really don’t seem to care. There was a long line wrapping around the building in the drive-thru, yet inside the store, there was only one other customer. We ended up waiting at least 30 minutes for our drinks. One employee started our order, then just left to sit down until another employee noticed I was getting frustrated. We ordered two large iced Caramel Craze Lattes, but neither had all the toppings that are supposed to come with them. None of the employees said a word to each other or to the customers. One employee, who might not have been on the clock, was sitting at a table playing on her phone. Even if she was off duty, she should have at least offered to help during the rush. I’m guessing she was on break because she walked to the back, made herself a drink, and then slowly walked back to sit down. Her pace was no faster than the rest of the staff working. By the time we left, the drive-thru line had only moved about two cars, and the lobby had a long line with more customers coming in. This was one of the worst Dunkin’ experiences I’ve ever had, and I won’t be coming back here again.

I stopped by the drive-thru for a quick small coffee. The place was completely empty, with only one car at the checkout window and no one else waiting in line.... read more I stopped by the drive-thru for a quick small coffee. The place was completely empty, with only one car at the checkout window and no one else waiting in line. I waited a while to place my order, assuming there might be only one employee working. I was hoping someone would come on the speaker to let me know they’d take my order shortly, but nothing happened. I left feeling disappointed by the poor customer service and frustrated that my time was wasted.

I visited this Dunkin' Donuts a few more times in the early morning and ordered the same thing each time. Unfortunately, the staff now remains silent, giving me... read more I visited this Dunkin' Donuts a few more times in the early morning and ordered the same thing each time. Unfortunately, the staff now remains silent, giving me disapproving looks and almost throwing my bagel into my car. I've decided that I will NEVER go back to this Dunkin' Donuts again! I can't comprehend how anyone could find this behavior acceptable. I was raised to believe that outstanding customer service is an essential part of the experience. A simple "Have a nice day" can make such a difference.

I decided to give this place another try and ordered an iced caramel coffee. Unfortunately, the bottom was just a layer of caramel and sugar that hadn’t been mi... read more I decided to give this place another try and ordered an iced caramel coffee. Unfortunately, the bottom was just a layer of caramel and sugar that hadn’t been mixed in, and by the time I got to that part, the iced drink had melted and become watery. I really don’t know what happened to this location; it used to be excellent.

I had a very disappointing experience with the customer service at this place. When I arrived at the window, I realized that my coffee was prepared incorrectly.... read more I had a very disappointing experience with the customer service at this place. When I arrived at the window, I realized that my coffee was prepared incorrectly. Instead of making a fresh one, the barista just heated up the iced latte she had already made. To make matters worse, they used the wrong type of milk. When I finally took a sip of the hot latte, it was cold. I went back inside and requested a remake. Although she did make a new cup for me, it didn't look very appealing. When I got home, I found out that she had once again used regular milk. It seems they tend to hire inexperienced staff, as this is not my first encounter with rude and subpar service.