I hate having to write this review because I live right down the street and have come to this location since I was a kid, but the service has gotten awful.
Over the past year, my mobile orders are never ready on time. I used to order 20 minutes before work, but after getting in trouble with my boss for being late, I started ordering over 30 minutes ahead. Even then, my food wouldn't be ready when I walked in, while people who ordered at the counter got their stuff immediately. It got so bad that I took a break from coming here for a few months.
Today was my day off, so I decided to give them another chance. I placed a mobile order for two wake-up wraps, a sandwich, hash browns, and two drinks. I got there 20 minutes after ordering, and it still wasn't made. I stood there and waited another 15 minutes while watching dozens of other people get their food first. I used to work at a Dunkin' myself, so I know mobile orders are supposed to be a priority for convenience.
When I finally got in line to check on it, the staff was so rude. The girl at the counter was laughing and talking with coworkers about school, but the second I asked about my order, her face completely changed. She sucked her lips in, gave me a miserable look, and flatly said, "It's coming," as if I was the one being impatient after waiting 35+ minutes for a simple order.
The manager is even worse. I made eye contact with her several times and she just gave me a cold, blank stare. I’ve never even made a complaint before, but my boyfriend recently realized she knows his ex’s family. Ever since he picked up an order for me months prior to this day, she has been completely weird with me and my orders always seem to be late or ignored.
This location completely lacks professionalism. The management and staff seriously need a retraining or to be replaced.