I literally go to this Dunkin every single day. I use the mobile app, order ahead, pay ahead, and then show up to pick up my order. Somehow, though, simply saying, “I have a mobile order,” regularly gets me a very irritated-sounding, “We’re still working on it.”
Okay? That's fine. I'm not upset that you're still making it. I understand coffee does not teleport itself into a cup. 😂 What I don't understand is why I'm being spoken to like I've personally inconvenienced everyone by arriving for the order I placed. If I had ordered at the speaker instead, you'd still have to make it. I'm not demanding it materialize the second I pull up—I just don't need the attitude for letting you know I'm there.
Dianne is usually the person helping me in the mornings, and unfortunately her customer service consistently leaves a lot to be desired. I leave feeling like I'm a hassle for simply being a customer. It's Dunkin. I'm finally getting my coffee. I should be pulling out of that drive-thru feeling like I'm ready to conquer the world—not wondering what I did to personally offend the woman handing it to me.
And then there's the coffee itself. I order the exact same drink. Every. Single. Day. Yet somehow, what it's going to taste like remains one of life's greatest mysteries. Will today's coffee taste like yesterday's? Who knows! Certainly not me. It's basically Dunkin Roulette.
More often than not, I also have to remind them that I ordered—and paid extra for—cold foam because it wasn't added. And, naturally, asking for the thing I already paid for somehow feels like another inconvenience.
I'm not expecting employees to roll out a red carpet when I pull up. I'm not expecting my mobile order to be ready instantaneously. I'm asking for the bare minimum: consistent drinks, the extras I paid for, and customer service that doesn't make a regular customer feel like she's ruining someone's morning by showing up.
At this point, considering how often I'm here, you'd think the biggest mystery of my morning would be whether I remembered everything before leaving the house—not what my identical daily coffee will taste like and whether asking for my cold foam is going to start an international incident.