tl;dr - I ordered the wrong bread for my sandwich via the app and by the time I got to the drive-in window my order was already prepared. I asked if it was too late to change it and they went out of their way to remake my sandwich anyway, even with a long line.
Two things really stood out to me here. 1. The kindness of the Dunkin' team - this was an unreasonable request. I'm the one that made the mistake, I'm the one who then had the gall to ask for someone else to fix it. It was rude on my part to even ask, and I did it with the full expectation that they would say no. But they didn't - they said "sure" with a smile, as if they do this a hundred times a day. That was really nice of them.
2. The willingness to help - you don't always see this! So often you hear someone give the old "sorry, it's against policy" routine, which is totally reasonable given the circumstances. Add to that the fact that this happened during peak service time (9am) with a long line of cars at the drive through, it would have been expected for them to not accommodate the request. They went above and beyond to satisfy a rude customer's needs this morning, and I'm very appreciative.
Major thanks to the team at Preble Dunkin' - you're the best out there. read more
