Dunkin'

I’ve had missing items a few times here. Today the donut was missing when I went to pick up and the latte I ordered was made with the wrong syrup. She insisted it wasn’t, but it was coconut when I ordered caramel. Photo of their donut attached. Was supposed to be strawberry frosted, but where’s the strawberry?

My visit to this Dunkin has been one of the worst ones I have ever had. The coffee I ordered was terrible. Additionally, had ordered 6 different items in my order and the shop basically did not provide 2 of the order items. Given there is another Dunkin half a mile down the road, I would recommend choosing the other one.

It's just like any other DD, but the service is mediocre and misleading. The price of the stuffed mini bagels is higher, unless you buy a coffee, and only if it's medium or large. I ended up buying a small coffee, paying more because I was mislead, menus are not clear and honest 🤔

Once upon a time, this was the best and friendliest Dunkin' ever, easily 5 stars, and I was so happy to have it near where I live. The people were amazing, the vibe was neighborly, and the coffee was always right. That was in 2023, but sometime around the holidays, corporate decided a change was needed and completely turned over staff (notably putting up new signs discouraging chatting or idling under threat of termination). Now, I've just about had it with this location to the point of giving up coffee. The folks behind the counter are more often rude than not. Simple orders are rarely right, and sometimes they never get made at all. Twice I've received an entirely different drink than what I ordered, and now three times I've arrived for mobile pick-up to find that it was either taken by someone else or never made. This third time, it wasn't particularly busy, but I waited for 20 minutes in-store while staff avoided eye contact. 30 minutes after I'd made my mobile order, I walked out empty-handed. I'm not one to hassle service workers, but I just asked several times if any employee could help me and check on my order (a single medium coffee), and to a one, they all ignored me or flung a hand in my direction. As much as I blame corporate for the change in culture, this interaction was just so unnecessarily demeaning. This was my neighborhood spot once, and I'm never coming back here again.

This location has gotten so bad within the past few months it’s not even funny. They are NEVER open on time and I get out of work at 6am, they are supposed to be open by 5am. & when they are open by 6am and still can’t make sandwiches is just PURE laziness of the workers who open. If the morning shift ain’t for you don’t apply for it. This is a everyday thing. I’ve come to learn to stop at a different location hopefully owned by different owners.

Horrible service! People don't pay attention there even the manager is in his own world. I had to wait a good two minutes until I was serviced. The girl who makes the coffee there is terrible. She serviced people who came before me and when the cashier asked her about my coffee, she gave her an attitude. I asked for three caremel swl but It's clear that she didn't put three because my iced coffee was not sweet. The only great person is the cashier and of course she looks like me so I'm not surprised.

While I have always appreciated the convenience of this particular establishment, the recent experiences have left me quite disappointed. First and foremost, the service speed at this Dunkin' Donuts is remarkably slow. On multiple occasions, I have found myself waiting an unreasonably long time to receive my order. It is evident that the store is often understaffed, with only two individuals seemingly managing the entire operation. or the opposite too many and not all of them suitable for the job. There have been instances where my order was misunderstood or not properly communicated to the preparation staff, resulting in incorrect items being served. This lack of coordination is frustrating and reflects poorly on the overall customer experience. This is not only inconvenient but also suggests a lack of foresight and preparation. As a customer, I believe it is reasonable to expect a certain level of efficiency and professionalism from a well-established brand like Dunkin' Donuts as many other locations. The persistent issues I have encountered at this location are not reflective of the quality of service I have come to associate with your brand. I understand that challenges may arise, but it is crucial for a business to address and rectify such issues promptly to maintain customer satisfaction.

A very poor service. The first time I came there asked for iced MOCHA with almond milk and the lady had a really hard time to understand me what do I mean by almond milk. What?? Then I asked for regular cream and sugar and she goes “but it’s already sweet you still want regular cream and sugar?” (With such an attitude) I said yes. ATTENTION. She mad me just a regular iced coffee with almond milk. (not mocha as I asked) Ugh. I didn’t say anything I just drank it. But this morning I stopped by for a bagel. I asked it to be toasted. The lady didn’t toast it well. So it’s me rn eating a cold bagel with cream cheese not even enjoying it. Hire more attentive

This is probably one of the worst Dunkin Donuts locations that I got my coffee at. The problem is not with the coffee itself, but rather with poor customer service and a very limited selection of pastries. The pastries (donuts and bagels) are mostly unavailable. Although there are 2 or 3 people working at any given time, it seems that only one lady completes the entire order, from taking the order to working on it. The other two people either clean in the back, or on their phones, chatting away. Many times I had to wait over 10 minutes to just get a cup of coffee, which is unacceptable.

My nephew asked for his breakfast sandwich to be on a croissant , not a plain bagel. Now his day is ruined and I'm going to have to listen to him bitch the rest of the day. Now I'd rather go walk on a bed of nails then listen to this. Please do better next time.

Don't get me wrong, I LOVE Dunkin' Donuts, but this one is the absolute worst! Every time I go in here, I have to wait in relatively short lines for at least 15 minutes because the workers are sooo slow. This morning, not only did I wait in line foreverrr (it was after 10 a.m. so not rush coffee hour), but I had to repeat my order to the guy 4+ times. I ordered a medium coffee black. Pretty simple, right? Yeah, not here. He was taking forever so I figured something must not be right. I took the cover off when he finally gave it to me. Annnnd I've never seen a coffee with so much cream in it! Took him another 5 minutes to get me the right order. I swear he was purposely going as slowly as possible. Also, the guy behind me ordered a small coffee with cream and 6 Splendas. SIX. Who does that??? The clientele here is very odd. I would go down the street a little bit and go to the DD on Boylston (rt. 9). It's a 3 minute walk, but will save you much more time! Or just go to the Starbucks across the street. Fast worker who are actually intelligent.

Almost every time I order from this Dunkin', they get my coffee order wrong. When I try to correct the mistake to receive what I ordered, they get flustered and cause a fuss behind the counter. Going to start going across the street to Starbucks instead of consistently being made uncomfortable trying to get a morning coffee.

Review on customer service: I lost an electronic device on a bus nearby and ran to this dunkin donuts to ask them to use one of their phones so that i could call the MBTA to report it lost and have then call the driver. I believe i spoke with the manager on that shift in the morning and she let me use her cell phone multiple times despite it being a very busy period. They were extremely accommodating and made me feel less anxious. It's really nice to meet people who are just good people and willing to help. Oh! and their chicken salad sandwiches are delicious. :)

I can take or leave this DD location. I continuously receive mediocre service, for more than one occurrence of my forgotten order, as I'm standing there waiting Also, I have been given old jelly that I have had to pay $0.25/ea and is non spreadable on several visits! Please toss that old jelly...you can afford to!!!

I'm standing in line and there is no one working. Poor guy is doing everything. Horrible customer service here too.

The most incompetent and rude service I have ever encountered in any Dunkin Donuts. I always had good impression about DD in Boston, however this one particular store ruined my impression. It is WAY below standard. I went for lunch today, Just for a very simple combo order. The first one cashier made an mistake on the order. Then the second cashier took over, and made another mistake. After I found it, she said, no no no you ordered this, you did not order that, with a very very rude attitude. Then I don't want to waste my time and energy here anymore and asked for a refund. The manager gave me the refund, but the second cashier still can't stop complaining that it is my fault. I would never go to that store again. It is just unprofessional and unpleasant. There is another on across the route 9 with way better service.

If you don't mind waiting upwards of fifteen minutes for your order (even though you are RIGHT BY THE T, you will still not make it in time), and you don't mind being scowled at, or being told you ordered something different than you intended, then by all means check out this Dunkin. To be fair, there are a few people who work (on the slow times) who are friendly and pretty efficient. I've found that mostly the people who work during the rushes (7 am to 9 am) who obviously hate everything on earth; especially you, the customer. I guess my suggestion is get there around 3 or 4 in the afternoon and you'll have a lovely experience!

Very cool location. Parking space is right out front but you gotta be careful sometimes. I saw this white truck sped through the parking lot just so he didn't have to stop at the STOP sign at the end of the street. The staff are usually nice and service is pretty quick. I like that there's free WIFI eventhough i don't use it. Good to have options!!!

I've been here at least 7 times and have never had a bad experience. I only order coffee but they've never screwed it up. Not once! The line is minimal and I wait maaaybe 1 minute tops. Staff is very friendly and fast!

Parking right out front. Good service. They still have mint hot chocolate & gingerbread flavored coffee. These are hard to find items in the D&D world. Love the location. Centered in the heart of all the shops.

Waited for my coffe for 10 minutes and the coffe was sitting in an other room. I had to complain to get my coffee. Not fair.!!

This Dunkin' reminds me of why I don't often stop for coffee at Dunkin'. You just never know what you're gonna get. My coffee with cream was WHITE. Is there any coffee in there? I said, "I'm sorry to be a total pain, but is there any way you could darken this up?", it was delivered to me the second time a 1/2 a shade above white. I'll try to fix it at work, which defeats the whole purpose of stopping for coffee on the way in!

Susie A. is right - this Dunkin' Donuts is the worst. I really wish this wasn't the case since I live across the street and I typically love Dunkin' Donuts, but there is no way around it - this place is a sh*t show. My biggest complaint is the lack of consistency. My coffee preference is pretty simple: Medium Iced - one splenda, splash of skim milk. I order the same thing every time, yet I don't think I've had two coffees taste the same yet. Here are a few certainties if you decide to visit this DD: - If you walk in and see a line, do not be deceived by the size of this line; you will be waiting much longer than you might guess. In fact, a good idea may be to double (or possibly even triple) the size of the line in your head and THEN determine if you're willing to wait in THAT line. - The employee WILL be confused by your order and you WILL have to repeat it. This tends to be especially true if the employee is a male; the females seem to have their sh*t together for the most part. Just an observation. - Once you receive your order, be prepared to have them remake it as there is a good chance that it will be incorrect. Yes, even after you've repeated it to them 4 times. - It doesn't end there, you still have to pay. After all of the frustration you've endured up until this point, it will drive you over the edge when you realize that the employees can hardly use the registers. - Chances are, you will leave here with a coffee that it not made to your preference and wondering if you were even charged the right amount, but you'll just get the heck out of there because you simply don't want to deal with it anymore. OK, OK - maybe "certainties" wasn't the appropriate word... I have had good experiences here. There are a few employees here that can handle themselves and can bang out my order correctly every time. I get very excited when I walk in the door and see those folks. However, I'm seeing them less and less of them these days and I'm about to give up on this Dunkin' Donuts all together. I'm going to take Susie A.'s advice and hit the DD on Route 9. Hadn't even thought of that! P.S. - For a 5-star Dunkin Donuts experience (at least in my experience) hit the one on Beacon St. in Cleveland Circle. Always consistent, always fast, always friendly, always clean.

The service here is terribly slow and the staff here is disorganized. Not my first pick but it's relatively close

I agree with one of the filtered reviews that it's annoying that they don't give styrofoam cups, but overall it is a standard Dunkin Donuts. Nothing great nothing poor.

Great, timely, friendly service, and the food and coffee tastes just great! I don't know what the other reviewers are complaining about. Are they intimidated by minorities?

I love Dunkin donuts and always pick up a coffee quick on my way to work. I found that this location was more convenient, so I started going there a month ago. I am extraordinarily disappointed and quite frankly surprised by the lack of company standards. I feel like I've given multiple (8+) chances for them to redeem themselves but as of today I will unlikely go back again. On my first encounter I had asked for a ham and cheese on a croissant, plain, no egg. It was as if no one could understand or decode what that meant. When they finally figured out, the person making my sandwich made it wrong anyways. This happened at least three times of the same sandwich order over this past month...in addition to my coffee lacking the flavor shots I ordered. I figured I would give it a chance, seeing that sometimes hiccups happen. But every single time, my order wasn't right or they ran out of something. Two times this place ran out of bagels,so I had to purchase half of my order and go to another Dunkin' Donuts up the street to get the rest of my order. Last week I went there I asked for a extra large iced coffee with a turbo shot cream and sugar. Not only did my coffee take 10 minutes to make, I realized halfway on my commute to work that there was no sugar in it. I was very upset and called the manager. At this point there have been way too many disappointments at the location and I felt like I needed to talk to someone before writing something like this. He told me he could have fixed it if I said something, but I honestly do not feel that I should have to taste test everything before I walk out every time. I was waiting there long enough. It should just be right! (Especially with a franchise as large as Dunkin donuts. There are simple standards to be met.) There should be consistency across the board in this place does not have any consistency whatsoever. Today, I walked up to the store front, and thought to myself.... "Okay. What's going to go wrong today...well maybe today will be the day they get it right the first time." When I came in, I was told they were out of bagels, and I would have to wait 10+ minutes for one. I took my debit card back, walked out, drove down the street to the Dunkin on boylston and got my order there... (Parking there is really tough because it's on a one way street, so you have to park elsewhere) It's a shame because the location on Harvard is PRIME for Brookline and commuters passing through in the AM. Through all this, I am disappointed that there was no effort made by Dunkin to "make right" with me. No one asked my name on the phone or offered alternative suggestions. Instead, I feel the blame was put back on me because I "should have tested it first".

The abosolute WORST Customer Service I have ever experienced. I have been going to this specific location for almost a year now since I work in the area, and every single time I am absolutely disgusted by their treatment towards their customers. It seems that no one working there wants to be there, and this is very evident in their attitdues towards customers. This morning, I went into order a company, and the cashiers just stood there with empty facial expressions. While placing my order they all they just stood they spacing out, until I asked what's going on. I can't even describe how unprofessional and unwelcoming this staff is. I see other reviews commenting on how slow they are but its not that they are slow its that they don't care to be there and take their sweet old time.

I love this dunkin donuts they are a wonderful group of staff over the last year there manager has changed and they are booming with busness they are always friendly and ready to take your order and they have it ready in less then 60seconds. I Love u Dunkies!!!!!!

This location NEVER has hot chocolate. I know they make it from hot water and premade mixes but they never have it available. Even when I ask if I can wait for it, they won't make it. This is poor customer service!