BT
Barzi Tejada
Jun 26, 2026
This has the kind of story that businesses hope happens but rarely get to hear about afterward. Here’s a polished review that keeps your warmth and appreciation while making it flow naturally:
I don’t leave reviews often, but this one deserved to be written because it is a perfect example of what going above and beyond in customer service looks like.
My mom was in a rush this morning and stopped at a Dunkin location that we don’t normally visit — the one off Tonnelle Avenue and Manhattan Avenue in Jersey City. If you know the area, you know exactly what kind of morning rush that means: Lincoln Tunnel traffic, Turnpike commuters, and people trying to get everywhere all at once. Patience isn’t always in abundance during those hours.
She hurried inside with coffee and breakfast on her mind and didn’t even hear the “Welcome to Dunkin’” from behind the counter. She had left Mio, our dog, waiting in the car, so there was an extra sense of urgency. She ordered her usual: a coffee, a croissant sandwich, and a blueberry muffin.
When her number was called, she grabbed her order and headed back to the car, only to realize that the croissant was missing. Back inside she went.
This is where the team turned a small inconvenience into an experience worth talking about.
My mom explained that the croissant was missing but that she was in a rush, so it didn’t even need to be toasted because she had her dog waiting in the car. Without hesitation, the Dunkin employee responded, “No worries — here’s a pup cup while we heat up your croissant so your pup can be comfortable.”
Such a simple gesture.
They acknowledged her urgency, understood the situation immediately, and instead of simply fixing the mistake, they found a way to make the entire experience better. They made her feel like her time mattered and responded with kindness and a solution.
The gesture was so thoughtful that my mom called me immediately afterward and said, “They need a review NOW!”
Shout out to the staff at the Dunkin on Tonnelle and Manhattan in Jersey City. You turned a missing sandwich into someone’s great day.
Thank you for reminding us that customer service isn’t just about getting orders right — it’s about how you make people feel when things don’t go according to plan.
THANK YOU! ☕🐾❤️