I am writing to formally express my disappointment regarding the extremely poor customer service I experienced at the Dunkin' location on Nimitz Highway.
On the evening of my visit, I was waiting for my husband, who is an Active Duty service member returning from deployment. His flight had been delayed by approximately 45 minutes, so I decided to spend some time at your establishment by purchasing a coffee and a dozen doughnuts. Initially, the experience was pleasant.
However, at approximately 6:15 p.m., while I was the only customer seated and enjoying my purchase, one of the employees began mopping the floor around me. I found this unusual given that the store did not close until 8:00 p.m. and business was actually increasing at that time, with a line of approximately eight customers waiting to order. I even offered to move to make things easier for the employee.
At approximately 6:30 p.m., I needed to wash my hands and use the restroom. I was told that I would have to wait because the floor was wet. I waited approximately 30 minutes before asking again. At that point, I still had my coffee and box of doughnuts clearly visible, demonstrating that I was a paying customer and not simply attempting to use the facilities without making a purchase.
To my surprise, I was again denied access to the restroom. What was even more upsetting was the employee's statement that she did not need to allow me to use the restroom because it had already been cleaned and that she could simply ask me to leave. I was shocked by both the tone and the complete lack of professionalism in her response.
I then requested to speak with the manager, only to be informed that she herself was the manager. As someone whose parents own a restaurant, I understand the importance of customer service and treating patrons with respect and courtesy. This was honestly one of the worst customer service experiences I have ever encountered.
I understand the importance of maintaining cleanliness, but denying a paying customer access to the restroom over an hour before closing -- while speaking to them in such a dismissive and rude manner -- is unacceptable.
Due to this experience, I will not be returning to this location, and I felt it was important to bring this matter to your attention. I hope appropriate steps are taken to address customer service standards and professionalism at this store so that future customers are treated with greater respect. read more