I was in store #349437 located in the Millcreek Mall, Erie, Pa @ 12:38 today, 7/24/2021 and had a very upsetting experience. There were 3 associates behind the counter at the time of my arrival. I stood behind another customer for greater then 5 min waiting for our orders to be taken. At no time while we waited were we greeted by any of the associates or explained that someone would be with us. An associate did finally come to the register to take our orders. She was not pleasant nor did she smile. When she took my specific order (#721 per my receipt), I gave my order and paid. I ordered 2 large iced coffees and 1 medium. The medium coffee did not have any cream in it and at this time we notified the staff member making it and she added cream. Following walking away we discovered there was no splenda in either large coffee and the medium also tasted bitter. We returned to the counter and I asked to speak to a manager to have our order fixed. The associate who took our order initially informed me she was also the manager. When I explained what was wrong with the coffee, the manager then did not apologize for the mistake or offer to remake/fix our coffees. She instead began aguing with myself and my friend stating "I took the order. I ordered it right. I didn't make the drinks". I immediately asked for the name of her supervisor and explained to her that I felt she was being argumentative and disrespectful. She then became further agitated and went into the room behind the counter. The two other associates with her were very understanding and polite and told me they would remake our order. One of these associates provided me with the store managers name (Ramses Ortiz Estrada) and explained he was not there due to a family emergency but should return later in the day. We were asked to move to the other side of the counter while they addressed the orders ahead of us. The manager was observed standing to the left just inside the back room and overheard saying "I WILL talk to Ramses myself" and "I didn't even make the Damn order". Another customer waiting apologized to me for the rudeness i was experiencing. Our drinks were remade and we left, continuing to hear the manager discussing this with her coworkers.
I prefer Dunkin coffee over the other businesses and purchase from your franchise at least 4 times or more a week. I have NEVER been treated so rudely by any of your associates. I feel this was unacceptable and has me very upset. I hope that this manager's behavior will be addressed so no other customers will be treated in such a matter in the future. I did not feel contracting Mr. Estrada at this time would be helpful following hearing the comments that were being made while we waited so I chose to reach out through the franchise email. read more
