Dunkin' - Springfield

I typically enjoy this restaurant, but my recent experience was disappointing due to the behavior of a young lady who served me. When I informed her that my ord... read more I typically enjoy this restaurant, but my recent experience was disappointing due to the behavior of a young lady who served me. When I informed her that my order was incorrect, she responded with an attitude, shaking her head and muttering under her breath. If someone doesn't have the right skills for customer service, they shouldn't be in a position to make coffee for others. It's unfortunate because this interaction ruined the start of my day. This happened at the drive-thru window at 9:58 AM on November 23, 2020. I won't be returning.

I asked why she couldn’t take my order, and she reiterated that I needed to go around or use the app, which I don’t have, explaining that there were people wait... read more I asked why she couldn’t take my order, and she reiterated that I needed to go around or use the app, which I don’t have, explaining that there were people waiting behind me. I expressed my frustration, pointing out that I had been there first and waited without being recognized. She said she was the only staff member on duty, gestured to someone at the counter inside, and mentioned that he had been waiting patiently. She accused me of being entitled and then abruptly closed the window. While I waited at the window, she took the order of the car behind me, completely ignoring my presence and instructing them to come around inside to be served. I parked and went inside, where she again disregarded me while preparing drinks for the customers ahead of me in line. I asked her if she was going to keep ignoring me, to which she did. I pointed out that if she had simply acknowledged my presence at the window, I would have been able to wait and place my order. Another customer walked in, and she immediately took his order. I again inquired if she was going to continue to ignore me, and she bluntly told me that she was not serving me and that I could leave her store. To her credit, she kept her composure and didn’t raise her voice during the interaction. However, much of this situation could have been avoided altogether. It is unacceptable for a fast food restaurant to have only one employee on shift, as it jeopardizes the safety of workers and the security of the establishment. Given that she was the only one there, she should have closed the lobby, which would have been safer for her and allowed her to handle customers more effectively, rather than splitting her attention between the lobby and drive-thru. She should have acknowledged me while I was in the drive-thru – a simple greeting is the first thing they're taught when starting in this industry (I know this firsthand, as I worked in fast food for 10 years and trained new employees myself). She could see me on the camera and even mentioned that her headset was beeping, indicating she was aware of my presence, even if she was busy with another customer. A brief acknowledgment like, "Just a second; I have someone in the drive-thru," or "Hi, welcome to Dunkin; I’ll be with you shortly," would have sufficed. Furthermore, when I arrived at the window, she should have apologized for the wait and said, "I’m sorry about that; I'm the only one here. What can I get for you today?" Afterward, I left the store and attempted to call later that day to speak with a manager, but the listed phone number was out of service. So, I’m leaving this review in hopes that either the manager will see it and discuss it with her, or that the owner will address it with the manager.

I had a terrible experience at this Dunkin Donuts in Springfield. I ordered a cappuccino and received cold coffee instead. My orders are consistently wrong. The... read more I had a terrible experience at this Dunkin Donuts in Springfield. I ordered a cappuccino and received cold coffee instead. My orders are consistently wrong. The management really needs to consider hiring new staff or bringing on more employees to improve service.

The morning manager was quite difficult to deal with. I placed a very simple order, and the staff member seemed to throw my food at me. read more The morning manager was quite difficult to deal with. I placed a very simple order, and the staff member seemed to throw my food at me.

The food is nothing special, and the quality of service can vary depending on who is on staff. I used to enjoy dining here, but I've gradually stopped visiting. read more The food is nothing special, and the quality of service can vary depending on who is on staff. I used to enjoy dining here, but I've gradually stopped visiting.