Coming from someone who has worked in fast food and customer service, I completely understand that…read moremistakes happen and that working with customers can be stressful. That's exactly why I try to be patient and respectful when I'm on the other side of the counter. Unfortunately, my experience at this Dunkin' was still disappointing.
I was already hesitant to come back after my first visit because I ordered an iced macchiato and it had very little espresso and was mostly milk. I decided to give this location another chance, but unfortunately, my second experience was even more frustrating.
When I walked in, I went up to the counter and no one greeted me, so I ended up placing my order myself. I ordered an everything bagel with cream cheese, an additional side of cream cheese, a medium iced macchiato with light ice, and a small caramel cold foam cold brew.
When my order was ready, a man came over and asked if I wanted cream cheese on my bagel. I said yes. When I checked my bag, I noticed that the EXTRA side of cream cheese I had specifically paid for was missing. I politely mentioned it, and instead of simply correcting the mistake, he became defensive and told me that this was why he had asked me the first time if I wanted cream cheese on my bagel.
I explained that I understood his question, but I had also paid for an additional side of cream cheese, so I naturally expected it to be included. I wasn't asking for anything free or unreasonable. It was a small request that could have easily been handled with a simple, "I'm sorry, let me grab that for you." Instead, I felt embarrassed being spoken to that way in front of other customers over something so minor.
Unfortunately, my drink was also disappointing. Once again, my iced macchiato tasted like almost nothing but milk. I could barely taste any espresso at all. This was the exact same issue I had during my first visit, so at this point it feels like a recurring problem rather than a one-time mistake.
As someone who has worked in fast food and customer service, I know firsthand that customers can be difficult and that employees have bad days. I don't expect perfection. What I do expect is basic courtesy, especially when a customer politely points out something that was missing from an order they paid for.
I really wanted to give this location another chance, but after two disappointing experiences with both the customer service and the quality of my drink, I don't think I'll be returning. Mistakes happen--it's how you handle them that makes the difference.
