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 Unusually poor service at my local Dunkin' Donuts
Posted Tue May 8, 2012 5:21 pm, by Christina K. written to Dunkin Donuts
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This afternoon, I popped by the Dunkin Donuts in Carlisle, PA to pick up coffee and sandwiches for my co-worker and I, and was totally floored by the terrible customer service I received.
It started at the order speaker, when I was told "wait a minute" very briskly when I drove up. When he finally told me to go ahead with my order, I had to repeat myself several times. Not a big deal, I thought -- maybe their speaker is malfunctioning. But then he didn't even give me a total or ask if I was finished with my order - he just said "pull around".
I found it odd, but pulled around, thinking maybe the place was busy, but when I got to the window, I could see that it was empty inside, and there were no other cars waiting in line at the drive up. He then gave me my total, which was incorrect - I politely told him that he hadn't charged me enough for two sandwiches, two coffees, and a donut. He gave me a dirty look and said "you only ordered one sandwich", to which I replied, "no, I ordered two coffees, two sandwiches, and one donut". He made a gruff, sighing/grunting noise and yelled to the other person in the shop to make another sandwich.
He then gave me my donut, and it was the wrong one. I pointed this out to him [still being polite, thinking maybe he was just having a bad day], and he began to ARGUE with me about the name of the donut. At this point, I became very firm, but didn't raise my voice, and said, "Sir, I read it verbatim from the poster on your drive up order menu". His reply was "whatever lady", and he rolled his eyes and went to get me a new donut.
When I had my donut, sandwiches and coffee, I sat in my car waiting for my receipt. He came back over and said gruffly, "What else did I get wrong?" I replied, "I didn't get my receipt. The sticker says that if I don't get a receipt, the order is free." He again rolled his eyes, made the growling/sighing sound,and thrust a receipt at me, and said "You're not getting anything free." and he walked away.
He was not wearing a name tag, so I couldn't get his name, but I can describe him to a tee -- caucasian, youngish [20-30] tall, brown hair, and had a very distinctive spiral industrial piercing in his ear. [A spiral bar that goes through a hole in the upper cartilage and then into a hole lower in the cartilage]. Again, he did not have on a name tag.
When I got back to my office, I tried to phone the Dunkin Donuts to get his name, but the phone just rings and rings. No one answers.
I would like an apology, and I would like a full refund of our order, since he did not give me a receipt until I pointed it out to him and insinuated that I would hold him accountable to the no receipt/free order policy. our order was as follows:
2 men in black cocoa cream iced coffees with cream
2 big and toasted sandwiches
1 men in black star shaped filled donut
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