Has to be the slowest Dunkin Donuts in America. 4th car in line. Been 10 minutes. 3rd car in line now.

3 years ago, I rately had issues at this location. There was definitely a change in staff, possibly management, over a year ago and, since then, the service has degraded significantly. I've been to Dunkin twice this week and both times the drive thru service has been unacceptably slow. I've worked in service jobs before, so I understand that things can get busy and that can affect service. That being said, this location FREQUENTLY is so slow that I have to wonder whether anyone is actually working. This is especially confounding when the parking lot is mostly empty and there are only 3 cars in the drive thru. What could possibly be taking so long? My primary reason for finally stooping to Yelp is definitely the unacceptable slowness with which this location completes orders. I have a suspicion that a major factor in drive thru expediency is the staff focus on mobile orders. I've seen the ticket thing spit out one after the other, so I know that those orders are pouring in. HOWEVER, some food for thought: the mobile orders have already been paid for. Concentrating most of the staff on fulfilling those orders is at the expense of the in-person (literally waiting to give you money) customers in the drive thru. When the drive thru line gets backed up and people don't see any movement/progression through the line, THEY LEAVE. So that delay is losing money in the moment, but also, potentially, long term. Because an unmoving, long af drive thru line at this Dunkin is a frequent sight. And people like me who used to come daily to get coffee start to decide to take their business elsewhere. The unreliability of getting in and out for "fast food" service here is an active deterrent. I could go on, but I'll skip to my second issue. The 2 times I've been to Dunkin this week, my drink has been made "incorrectly". By that I really mean half-a**ed. I get a FROZEN coffee. Every time. That's my order. On Tuesday, it was basically just liquid; themore clearly had not been enough ice added, or it somehow melted between the machine and the window. Mind you, a frozen coffee can literally stay frozen all day, under the right circumstances. This morning, not only was I waiting in line for over 10 minutes (with only 2 cars in front of me, neither of whom ordered food that might have taken extra time to justify the wait), when I finally received my drink, it's basically an iced coffee. I didn't pay for an iced coffee; that would have saved me at least $2. The ice is in this drink is so gritty/chunky, that it keeps getting lodged in the straw so it's almost not even drinkable. I've had coarsely ground frozen coffees before, but this is NOT that. My understanding is that there are literal directions for every beverage Dunkin makes. I don't know how you fail to make something correctly when everything is literally right in front of you. It's like failing an open book test. So this tells me that quality and consistency are not at the top of this location's list of priorities. And clearly neither is order turnaround time or customer satisfaction. So I'm not really sure what this Dunkin cares about. Also: likely out of the location's immediate control, but the POTHOLES are RIDICULOUS. For a high traffic section of pavement, if it degrades that badly so quickly into the winter, someone should probably consider completely replacing the section instead of just filling in holes that immediately empty again. Just a thought. read more

Dunkin' - Today's "frozen" coffee. 40 minutes later. - Donuts Near Me - Penfield, New York

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First time visiting this location and first impression was good. Ordered inside, it was clean, and the employee that took my order was very friendly, and he prepared my order quickly. I ordered a simple unsweetened black iced tea with raspberry. read more

Two times in a row I have received food in the drive thru that is not eatable. I won't go back to this location. The first time I got the omelette bites and they were cold. Yesterday I got snackin bacon and reached into the bag to find Cold bacon all stuck together covered in grease. Luckily I had asked for a napkin which the person handed to me all wadded up. I was the only customer in the drive thru and they were not busy so I don't know what their problem is. Really bad service and terrible food. read more

Dunkin' - A wad of cold bacon covered in grease. Gross - Donuts Near Me - Penfield, New York

Not my favorite place to get coffee but when you are in the pinch it's a decent place to get a fast caffeine fix. I always get a Carmel ice coffee 2 cream 1 sugar but it seems very sugary for Carmel and 1 sugar. Don't go during busy hours or your going to be sitting in a long line. I'm not hating on Dunkin' I'm just saying Tim hortons franchise is doing it better and with better quality. read more

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I went to the drive thru 10 minutes before close and they told me they were closed. When I asked, "oh, I thought you closed at 7" they ignored me until I left. That's not how you handle customer service, especially during the holidays. read more

We drove around block because we missed turn, doesn't have look of traditional DD looks like a little yellow house but inside is beautiful, clean and roomy. Staff if very friendly and coffee is delicious!! They even have an outdoor patio to enjoy the best weather and cup of coffee! read more

Dunkin' - a drink and a cell phone on a table - Donuts Near Me - Penfield, New York

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The morning crew is great, but avoid the occasional afternoon coffee if possible. The staff is kinda cold as is the hot coffee..plus they like to give you some extra grind with your luke warm hot coffee. read more

Dunkin' - Drinking coffee grind is no fun - Donuts Near Me - Penfield, New York

I'm officially done with this place. I used to drive through here pretty frequently for a sandwich or bagel and an iced coffee on the way to work, but until today I hadn't done so in months due to a noticeable decline in quality, consistency, and customer service. Management clearly doesn't care, and it's reflected in the fact that they're so frequently willing to hand food to customers that should have been tossed and re-made. Croissant sandwiches that are literally blackened and rock hard from being overcooked. Limp, half-cooked hash browns. Sausage patties that are still ice cold in the middle. I finally gave up on this location a few months ago after receiving someone else's order at the drive-through, calling the store, and being informed that I'd need to come back and show them my card in order to get a refund. You know what, I'm not going to bother doing that over a few bucks, forget it. Why are other businesses able to process a refund without the card in hand? I ordered through the DD app, I've got a DD account, and you still can't figure this out? This morning, against my better judgment, I drove through again, and sure enough, I got someone else's order yet again (a dry toasted bagel with three little fake butter packets in the bag). I called and asked for the manager. I knew she'd tell me to come back to the store, but I was ticked off and just wanted to let her know that I didn't appreciate this happening again. No apology whatsoever from the manager. That's unacceptable, and it's also pretty telling. That kind of attitude toward customer service trickles down to the rest of the staff, and explains why this place doesn't have its act together. Never again. read more

Their website states that they are open until 11, but they are not. Pulled in at 10:15 and they were shutting off the lights. I called the store and they said they close at 9:30, with all of the technology these days it shouldn't be hard to update store hours on a website to reflect what they actually are.... here's to a crappy night shift without coffee, should have went somewhere else. read more

I ordered a dozen donuts filled with blue cream to celebrate a co-worker's baby boy reveal. Not only did the Penfield DD deliver, but they were also heart-shaped!!! Everyone LOVED them! Melissa the Manager and Felicia the Baker made this happen!!! Thank you both and all so much! By the way - they were delicious!!! read more

Bought this cream filled donut today. Not even a half teaspoon worth of cream inside. If you can't fill them correctly you shouldn't sell them as cream filled read more

Dunkin' - cream filled donut today at Penfield Rd Dunkin. Ate 80% of it before I got to the 1/2 tsp worth of cream. Never again. - Donuts Near Me - Penfield, New York

We stopped today at Dunkin' Donuts to test the coffee. I understood it was supposed to be really excellent. The cup of regular coffee that was OK- nothing extraordinary. The decaf coffee was extraordinarily thin. I don't think I would stop there for coffee again. The service was very nice read more

They have us really good service compared to nine mile rd dunkin they were nice and gave us the right order without being rude

Great place, nice staff, but every time we go in, no matter what day of the week, any time in the morning, there is an odd old lady who is always there, who plops and takes up the biggest table ALL DAY LONG, even when families have no where to sit. I used to just be a little annoyed we all had to squeeze into a tiny table, but felt bad for her- but last week I saw her harassing a family on the way out and rudely telling them their kids were too noisy for her, even though they were probably the best behaved little girls I have ever seen. She was also pretty snippy to someone else who didn't push his chair in when done. Management clearly doesn't care that families never can sit at a big table, and are being harassed, because she has been in the same spot every time we go in, no matter what day or time. I'll be going to the other Penfield location from now on, where I can get a seat and not have to worry about some demented lady snapping at customers 7 days a week, or saying something inappropriate to my kids if I go to the bathroom... read more