Let me begin by saying I am NOT a picky person. I very rarely complain about service or products ANYWHERE. As long as my drink is remotely correct, fine. As long as the employees aren't outright rude to me, I'm good. I'm not posting this review simply to nit pick. I'm posting this in hopes that 1.) I can save someone else the hassle of visiting this location and 2.) MAYBE I can get management's attention.
This Dunkin Donuts, in Berkley MA, is beyond terrible.
Every morning during the work week, for the past 2 years, I've gone to this Dunkin Donuts. Almost every afternoon during the work week, I also visit this Dunkin Donuts. For the first year and a half, I'd get maybe 1 or 2 incorrectly made drinks per week. That was acceptable in my eyes, since I'm getting at least 10 drinks per week. 80-90% accuracy? Good enough for me. I could suck it up. I didn't even return the drinks and ask them to remake them.
Over the course of the last few months, however, things have gone drastically down hill. I don't spend any time chatting with the employees, so I have no idea if it's under new management, or there's just new employees, or what. I have no idea what's changed in that aspect. I do know, however, that the accuracy rate has gone from 80-90% allllll the way down to 30-40%, IF I'M LUCKY.
This past week was the final straw. This past week I visited just as often as I normally do— 10 times— and literally ONLY ONE of the times my drink was correct.
My drink is a Small Caramel Swirl Iced Coffee, Regular. I've worked at a coffee shop before, and that's not a complicated drink at all! Cup, syrup, ice, coffee, cream, sugar, DONE. Nope! This past week I got every variation possible. Let me make it clear that I am NOT a mumbler. When I order, I'm very clear, and I listen to make sure it's repeated back correctly. They always repeat it back correctly, and never make it right.
The worst doesn't even have to do with the actual drink recipe— it's that lately they haven't been chilling the coffee first— they've been pouring hot coffee over ice. This is obvious by the cup of watered down iced coffee I get with nearly-completely-melted-ice.
I had never returned a coffee before this week. Like I said, this past week was the final straw. After the 2nd wrong coffee in the same day, I parked my car and went inside, and politely asked them to remake it because they hadn't put the caramel swirl in at all. The girl at the counter was very sweet and apologetic. She came back to the counter and said, "sorry, they were out of caramel swirl, but I just grabbed another bottle from out back so I'll put it in." So, what happened was they didn't have an ingredient, so instead of a.) getting the bottle from out back or b.) telling me they were out, they just completely omitted it and didn't say a thing. If they had at least told me, I would have ordered a different drink!
I continued to go back inside every time they made it wrong this week, and after this week, if they continue making it incorrectly, I will be going inside and simply asking for my money back each time.
Oh, and another possible excuse— NO, they are NOT a very busy store. There's usually one car in front of me in the drive thru, and a couple in the parking lot. SO, no new employees, not busy, I'm not a mumbler, they have the ingredients... WHAT is going on?!
And I do wish it could be simple enough as me going to a different Dunkin Donuts in the morning, but the next closest one would send me up the highway and a total of 20 minutes out of my way in the morning, which I just can't do.
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