This location is extremely disappointing and needs serious attention from Dunkin’s upper management or whoever is responsible for operating and supervising these stores.
I placed my order and waited around 20 minutes. During that entire time, nobody acknowledged me, nobody checked on my order, and nobody made eye contact or offered any help. There were about 6–7 employees inside, but most of them seemed to be walking around, looking around, or doing nothing productive. It felt like they were intentionally avoiding eye contact because they knew customers were waiting and asking questions.
After finally raising my voice a little and asking about my order, they suddenly looked around and found my coffee sitting on the side, already made and just left there. No apology, no concern, no professionalism.
Unfortunately, this is not the first time I have had problems at this location. I decided to give them one last chance, but it is clear that this branch simply cannot operate properly. If Dunkin is going to open locations inside gas stations, the company still needs to make sure they are managed with the same standards as any other Dunkin. This location clearly lacks leadership, organization, customer service, and basic accountability.
Upper management needs to step in, retrain the staff, or completely reevaluate how this location is being run. Customers should not have to wait 20 minutes while employees ignore them and leave drinks sitting on the counter. This is unacceptable for a national brand like Dunkin.