I stop at this drive-thru most mornings on my way to work. The service is always a shot in the dark...i could get quick, semi-friendly service, but it's more likely that I will receive poor service and a bad attitude. I usually put up with it because it's the only Dunkin between Cherryville and Charlotte --until the one near the Gastonia Mall opens. Soon I hope!
Today was no different. The drive through line had about 5 cars and I could tell inside had about 4-5 people in line as well. I figured it would take a few minutes...and IT DID!
My order: Large Iced Caramel Coffee w/Cream only - i repeated it twice at the speaker - I always have to repeat it twice because when they say it back they say, "with cream and sugar". No Sugar.
My total was incorrect at the window. $6.00 not the usual $2.66 i pay. I didn't think anything of it, thinking it was the car before me and it hadn't switched yet. The guy in the window scanned my app and then asked me for $5.00 more dollars - I only had about a buck on the app - which is when i informed him that wasn't my order. He asked me again what I ordered.
In brief, the following interaction took place: A young, 20-something girl, came to the window and asked what I ordered (again), scanned my card and gave me the remaining total. Not once was there an apology for the delay or incorrect order. I asked about the sign on their window that reads, "if this total is incorrect, please ask to see a manager". I did--turns out the girl with the attitude was the manager (oh joy). I proceeded to ask what that means for me if they screw up and why I should ask for a manager? She said, I'm the manager and your remaining total is$1.27. I said, I really don't think I should be paying for this coffee, as I've now sat here for a length of time and you messed up my order. Her response was, "I don't know how long you've been waiting, I was in the back making sandwiches". Also, to this point, the young man who took the order even stated, "it's my fault". He took the blame for messing up the order, and I was still the one to get the attitude from the "manager". Kudos to that young man for admitting he made a mistake.
I was already running late for work (after being in the drive-thru line for 10 minutes - 5 cars), so I wasn't up for arguing. I gave my credit card and went on my way after telling her how awful experience was with her poor customer service skills (or lack thereof).
I've worked in customer service (restaurants and hotels) for over 15 years...i don't expect a lot and can even overlook the fact someone doesn't want to smile or interact with me, if they can get my order correct and in a timely fashion, I will move on about my day.
It was a $2.00 coffee..probably a cost to the store of about 25 cents or less. Unfortunately, they have lost a customer. If she would have simply apologized for the inconvenience, told me the coffee was on her, and invite me to return tomorrow for a better experience, this entire situation would have been different. To be honest, I didn't even need a free coffee - only an apology or a smile instead of an attitude.
I'm not sure who the real manager or, better yet, owner of this location is, but they should start paying attention to their morning crew --service, efficiency, and attitudes. The location is great and could really do well, but the poor customer service is going to run it into the ground! read more
