Never really had any problems here, and I like dunkin donuts in general. This would be 5 stars if they were just a little more serious about the donuts there in terms of available variety and freshness. read more

My family and I had stopped in to this Dunkin Donut before we began our shopping in Fairview Heights. The lady who took our order was super nice and patient. She gave us options with our coffee order and even told us that the empty donut trays hadn't been filled yet but they had them in the back if we wanted them. As we were waiting for our order, another order was called out. None of the customers waiting had gone up to get it. Then a lady came out from the back and screamed the order again and said ticket number 416. It was then, an older lady walked up to get that order, I guess not realizing it was her order, that the lady who came out from the back told the older lady "next time listen for your order ma'am!" and walked away! She was absolutely rude and her attitude was unprofessional! She didn't have a name tag but she was a tall, thin African American female wearing a brown head band. Everyone else there was nice and accommodating except for that specific lady's unprofessionalism. I'm pretty sure her unprofessional customer service is NOT in line with Dunkin Donuts' values and goals! I strongly recommend that she receive retraining on what Dunkin Donuts stands for and quality customer service. read more

I have given this Dunkin Donuts in Fairview Heights, IL one too many chances to prove itself and it always fails. Their customer service is frustrating at best. Their employees are rude and careless, and have a lot of nerve. They hardly listen when you give your order, and hand you something entirely different. When you tell them it is the wrong order, they act like YOU are servicing THEM poorly! And this is just when they actually have what you ordered. So many times I have driven away because they didn't have ANYTHING I ordered. I literally go down a list as they tell me they are out... of... EVERYTHING! This isn't just one or two times... this is nearly every time I go. Today was the last time I went, and I will never go there again. It is as if this is the Dunkin Donuts where you are expected to literally beg them for anything they have and be happy with whatever they decide to give you. Dunkin Donuts, there are many other businesses around you which are always in stock and provide adequate customer service of which you have proven yourself completely incapable. I don't even consider this Dunkin Donuts an option anymore. I'm tired of the constant hassle with its incompetent employees, and I'm tired of wasting my time and gas to find out they are out of EVERYTHING. read more

The donuts are fresh and delicious. The service was good. Baskin Robbins a tad pricey. The store was clean. The person behind the counter was stocking milk when I walked in and immediately stopped when I got to the counter read more

Just went to the drive-through and excited to get some Dunkin' Donuts coffee with that unique taste! Unfortunately coffee is terrible and taste like it is Burnt! And sat in drive-through line for quite a while waiting. Just bad experience for this location read more

If I could choose to to give them a 0 rating, I probably would. This review is geared towards the Baskin Robbin's side of the restaurant, although all of the employees are the same. We entered at 9:20pm (when Baskin Robbin's closes at 10pm and Dunkin is open 24 hours) after passing some employees seemingly smoking weed in the parking lot. Upon entering, it took at least 5 minutes for 1 of the 5 employees to acknowledge us (the sole customers in the building). The employees were incredibly disrespectful, rude, and unprofessional. We asked if they still were making polar pizzas, which they have been pushing on commercials, to which they responded yes after a bunch of back talk under their breathes. After a few minutes, another employee came back laughing (with his underwear hanging out and pants almost to his knees) and said they didn't have any after we clearly heard him discussing with his coworkers "I'll just tell them we're out of them." The experience was possibly one of the worst I've ever had. All of the employees acted like juvenile teenagers who had no respect for anything or anyone. Safe to say I won't be back, even though I'm a huge fan of Dunkin. read more

I have complained about the wait at this location before. I decided to give it a second chance tonight and nothing changed. I waited over 15 minutes to place my order while people who came in after me were leaving. I had the coupon for .99 iced coffee and asked if I could do 2. The cashier told me yes so I scanned my app and it only took 1 coffee coupon off. I mentioned that and he then said it could only be used once. Another employee came over and said one per person per day. It does not say this on the coupon. Then the "assistant" manager came over and said there was nothing they could do to refund the difference. I said I didnt want them having more money then they should. She also was not wearing a hair net and her hair was all over the place. She huffed and puffed about it and kept making comments the whole time but eventually refunded my difference. This was a second awful experience and I find it hard to believe its my luck that I always have bad experiences here so I will never return. read more

I normally am not one to complain and usually have a pleasant visit when I come to this restaurant, however, in my most recent visit the level of rudeness was to much for me. I ordered my coffees for my wife and I and a tea and apple cider for my children. When I ordered at the speaker I was not told a total but just to pull forward. I pulled up to the window and seen that I was to pay 10.00. The young lady didn't say a word but handed out her hand with out telling me a total. I looked at her in confusion and asked her if it was happy hour still at 4:09PM. She grunted and turned to fix the total then held her hand out again with the new total *which is still the only thing she said to us* I paid her with a 10 and she brought us our change but dropped all the coins all over the drive thru *still nothing to say! Not sorry or anything! She literally shrugged her shoulders, shut the window, and walked away!!! A different gentleman brought us our drinks and we said thank you but he ignored us with a straight poker face as he shut the window turned around and walked away. I don't know if we came across rude to them or what? They need to work on their customer service skills. We love Dunkin's iced coffee and blueberry tea and hope that the customer service improves. read more

Might have gotten an extra star or two if I had a chance to even order my food. Service is SUPER SLOW and customer service was lacking in that situation as well. The lady at the counter walked by the front a couple of times and didn't say anything, just kept doing her thing. The inside wasn't too terribly busing. One person ahead of me and three waiting in the dining area. Obviously I don't know how busy the drive thru was, so I do take that into account. But at least say something like "sorry for your wait, I will be with you shortly. I got tired of waiting and left. Unfortunately this location is the only one for many miles. So no DD for me! read more

Donuts were not fresh at 9:0 clock in the morning. Not that soft. Use to be the donuts are tossed after 12:00 am if they are not sold. It appears that they keep their's and continue selling them. I did have a grilled cheese and that was pretty good. read more

I love the coffee here. The service can't be beat. Crystal is a smiley wonder. She always remembers my order and is so sweet.

Two colleagues and I stopped in on March 9th around 1:35pm for lunch. We each ordered a sandwich and some doughnuts. The sandwiches were not worth the money Dunkin charges for them. I asked the Store Manager what the refill policy was on iced tea. His reply was, "We do not have one because we are not used to having people sitting and staying to eat." I didn't have the nerve to ask him when a policy might be put in place. If this is the best Manager this company can deliver to a brand new store, the shareholders might want to reconsider their investment in Dunkin Brands. My colleagues and I work just down the street from this store and we satisfied our curiousity today by visiting. We will not be back. Our breakfast and lunch dollar will go to a business who truely cares about its customer. First impressions are vitally successful to any new business thriving. Unfortunately, this company does a very poor job in training its staff and my first impression will not allow me to be treated this poorly again. read more

My boyfriend and I bought 2 bagels and 2 coffees there the other morning. We ordered two large coffees through the drive through they handed us two mediums I immediately pointed it out and showed her the receipt she handed me showing we payed for large. The women rolled her eyes and yelled at the girl who did it, but they fixed it and gave us two large coffees. We made it home, and sat down to eat our bagels. I ordered a cinnamon raisin bagel with plain cream cheese, my boyfriend ordered a plain bagel with strawberry cream cheese, but we got the opposite mine had the strawberry, his has the plain cream cheese so we ran back up there to have them fix it. When waited in line(inside) talked to the manager and he immediately said "you guys can't just trade?" We didn't reply, then we handed over the bag, the ticket had the correct order just the bagels were wrong. So instead of him reading the ticket he just fixed it and handed it back. We left got home, and guess what? My cinnamon raisin bagel had strawberry cream cheese on it and my boyfriends still had plain. Absolutely ridiculous! read more

I always come to this business every single day and purchase the same drink. One day I ordered two latte's instead of one and it wasn't the same so I went back through the drive thru and told the nice young lady. I asked for extra espresso and vanilla bean flavor and she said okay they were training and just let them know when I pull up to the window. I get to the window and the manager ask what was the problem with the drink and I told him. He tells me he prepared the drink as he was suppose to have and don't know what more he can do when there is no ice added to the drink. I went on to tell him I know how the drink is made without the ice I get it ALL THE TIME. I told him the drink did not taste right and all I need is a little of this and that. I never had a problem asking for extra when the drink do not taste right. He REFUSED an I told him I come there everyday and know how the drink is made and how it taste, still no extra okay refund me my $8.81 and take these nasty latte's. He had the nerve to ask if I paid cash hmmmmmmm. He wasn't even trying to hear me I contacted the Franchise and etc... I have yet to hear from them. They need to send the manager to class so he can develop a sense of how to be a manager. At first they was a 5 star all because my experience with one person makes me want to give them a ZERO all because of the manager and his non professional self. I have not and will not go there again NONE at ALL. His first appearance to the customers are everlasting. read more