Today I placed my daily "on-the-go" order through the app. to the store I use on a daily basis, as it's on my way to work. I have become increasingly dissatisfied with this store and today's experience was the proverbial "Straw that broke the camels back".
At 6:50 am I placed the order through the app. Before I left my house, I went through the steps to have the order start processing, as I know from previous experience, this store often forgets the slips print or they miss them entirely, which results in extended wait times. I wanted to give them extra time to make my coffee in hopes that this time it will be ready for me to walk in and grab it as the app was designed for. Even knowing the history of this location I still continuously go there as a loyal Dunkin's customer, but today has significantly jaded me for the future.
I arrived at this store 10 minutes later. (7:00 am) It wasn't until 7:05 that the employee even acknowledge that I was standing at the register. When I explained to her that I had ordered through the app (15 minutes ago) she seemed bewildered and complacent and stated that she had "no idea" the slip had even printed. When I pointed to the only slip with my name on it in the area in which it is typically placed to be prepped, she started fiddling with cups, tried reading my slip, and walked away several times. The entire time I was in this store there was not a single customer behind me, nor was the drive through line hectic or crowded. In the middle of making the one coffee, she left my order to prep food, pull donuts, and help her counterpart. The employee apologized for taking so long however, it felt extremely disingenuous. I left the store by 7:20 with my two coffees that weren't even made correctly and yet another day late for work. 30 minutes time for coffee that wasn't even prepared as ordered is absolutely unacceptable and baffling.
There is zero excuse for why this store has so many issues. The time it takes to complete an order is unbelievable. Not to mention that they seldom get the order right and the same coffee ordered, tastes different almost ever day.
Store 336239 on 144 Thompson Road Webster, MA 01570 is in need of serious overhaul, if not, replace it with something else. The staff have zero urgency as they work and the attention to detail is lacking as well. The staff clearly appear as if they are miserable and do not want to be working there. With extreme sincerity I hope you look into this store further and either retrain your staff with consistent monitoring or hire some of the many with out work who would be eager to have a job. read more