Dunkin'

I was so excited when this Dunkin came to Waco. However over the years it has gotten worse and worse and worse. As a small business owner here in town it is sad how bad this establishment has gotten. Today was my last time going to Dunkin. After waiting in the drive through at the window for seven minutes I was asked to pull forward yet again and wait for my food. My son and I waited 16 more minutes before i got out and went inside to check on my food. I ended up having to wait another five minutes only to get this. Awful. Dunkin you just lost another family of SIX who will go somewhere else.

Sweet Tea's price went up too $1.98 #4 @ $7.92 Bottle of Coke $1.99 #2 orders of Minis Bagels put in same bag $4.98 The girl at the window (Sean 99) said all the prices went up 😏 (yesterday) My receipt wasn't offered to me. So, I asked for my receipt. It was all ball together with other receipts. She handed to me. I said Thank you, Have a Good day. No reply back😌 poor customer service.

This is the closest location to my office so i stop here about once a week hoping the experience will be better, but this location needs help. The manager of this store is not driving a healthy or positive customer service environment and it shows through the interactions she (in assuming 'she' because it's always the same agitated voice I hear) and her employees give. I'm a manager myself so I know how important it is to provide the right type of service. Today I had to verbally say wow because of the condescending tone that was used when i asked if I could have "everything" on my avocado toast. Next time I will ask for the District Managers number and follow up that way.

They never get my order right. Three times already. I have trouble to get them remade. No customer service. I had the drink remade at another DD location (Hewitt), by the way, better service there. Look at the difference. I do not recommend this DD in Waco. You need to make sure your order is accurate before you drive off. I’ll be going to the Hewitt location from now on, way better service and I love my experience there. Friendly staff and drinks made accurately. Worth the drive.

Ordered a caramel Macchiato, got a plain coffee with a little squirt of caramel but had already driven away when I tried the drink. It's definitely not my first experience with the wrong order or poor customer service at the Waco location. I go to the Hewitt location all the time and they have great service and drinks. Yet out of convenience I continue to occasionally stop at the Waco location and almost always regret it.

Only reason I gave two instead of one star is because in the end I did get my issue resolved. But, there were some other very unprofessional things. I usually don’t bother leaving negative reviews but I couldn’t shake this. I order on the Mobil app BEFORe 2. Get there at 2 no one talks in the speaker.3-4 other cars are behind me so I drive directly up to the window and told whoever was at the drive thru who rudely point at their small sign and says “um we close at two” with a agitated attitude. I explain again I placed a order that already went through. She walks away from me and practically “throws me” at the manager who I also explain my situation to. Ask me to come back the next day for a refund which I actually couldn’t because I don’t even live in Waco I was just visiting a friend. Still continues to tell me to call the next day for a refund over the phone. Was confused as to why the manager was using the excuse they already closed out the register? But okay. But I called the next day, and get who I’m pretty sure it was the same lady that was in the drive-through because it sounded just like her. Explained the situation and phone was handed to the manager. BUT, in that process I hear them talking and complaining about me in the background when I have done nothing wrong. Manager gets on the phone, tells me I was supposed to call the actual number for the mobile app. Asked me if I needed the number so I said yes ma’am but then she hung up on me. That is another thing I would like to add, whenever I called the first time it took four tries for somebody to answer the phone. After she hung up on me I called two more times and nobody answered so I figured it out myself. I really wanted to say if you’re gonna talk about your customers over the phone at least mute yourself or something. But she hung up on me before I could say anything else.

I went specifically for the avocado toast. Has a bit of a snafu, that they immediately addressed. They were in the process of training. Also reached out to me later to make certain I was taken care of. Everyone was extremely friendly. Love, love their avocado toast, best around, and almond mocha latte!!