Dunkin' Donuts in Rochester

“It was an early morning and the line was long. But the lady taking the order is so sweet and she greets everyone. She’s also sooo efficient in taking orders so the line moves very fast. Food and drinks also came out very quickly. Best experience at a Dunkin!“

“Dunkin’ — 2787 Monroe Avenue, Rochester, NY 14618, near the corner of Clover Street in Brighton

After staying away from this Dunkin’ location for 2 years, I can honestly say: I’m back!

For many years, I was a loyal, daily customer. The employees knew me, I knew them, and they knew my usual order: a hot Americano with an extra shot of espresso, three creams and two sugars, along with a lightly buttered and toasted croissant sandwich with egg, American cheese, well-done sausage and crispy bacon.

Unfortunately, over time, frequent employee turnover, inconsistent preparation and a particularly disrespectful customer-service experience caused me to stop visiting this location altogether. That was not an easy decision after being such a loyal customer, but I no longer felt that the quality of the food or the customer experience justified returning.

Recently, I heard that the location had a new team and had been remodeled, so I decided to walk inside and give it another chance. I am very glad that I did.

The remodeled restaurant feels much more open, welcoming and customer-friendly. Instead of equipment blocking the view, customers can now see and interact with the employees behind the counter.

Most importantly, Vanessa was exceptional. She was warm and friendly before I even placed my order. She listened attentively to every detail, prepared everything exactly as I requested and even came out from behind the counter to check on me and make sure I was enjoying my meal.

My croissant sandwich was absolutely delicious, and the Americano was perfect. Vanessa reminded me why I once enjoyed coming to this location every day. I told her that she had successfully reestablished me as a customer, and we were both so happy that we took a selfie together.

To the owners and leadership, my experience offers an important reminder: investing in employees is one of the best investments a business can make. That includes paying employees a livable wage so they can focus on serving customers rather than constantly worrying about whether they can pay their bills. It also means providing robust, thorough training that prepares employees to make the full range of products correctly, listen carefully and meet each customer’s individual needs.

When employees are paid fairly, treated with respect, properly trained and supported, they are more likely to stay. That stability creates consistent, positive customer experiences—and loyal customers notice. When that investment is missing, a business can lose not only an employee but also years of revenue from customers who choose not to return.

Vanessa played a key role in earning back my trust and my business. She is a wonderful representative of this Dunkin’ location, and I hope ownership and management recognize the value she brings to both the team and its customers.

Thank you, Vanessa. After nearly three years away, I’ll be back!

Kevin“

“I like this location. The people are very friendly, great energy and usually are on top of the orders. Today, I’m sad to report that when I received my order, I was disappointed. I ordered an everything bagel with avocado spread, hash browns and a sweet tea. Half my bagel didn’t have the spread on it at all and the hash brown were warm on top and mushy and cold in the middle. Because I’m at work, I wasn’t able to go back to ask for another bagel & hash browns, so it’s a big inconvenience.“

“I came in June 4 at 7 27am I never really get a sandwich because I'm very funny the team is very awesome amazing place and fast but I looked at the counter it was very dirty all I ask is can you put paper down while you make my sandwich she got upset an a little attitude u not eating it i am and I peep her and the manager whisper good working or not when someone says that u have to take it serious and for the manager she was supposed to say she paying for what she wants even if not she was supposed to make sure that counter is always clean and not talk about the customer with the worker but it's OK I now how to make calls to see what I can do never apologize just whisper and smile I didn't like that and I come in one's or twice a week to the girl that gave me a cup of ice water thumbs up to u and the other guy and lady you guys are awesome manager not cool.“

“The young lady working this afternoon was a great blessing to me as I'd been working all night and going first thing this morning I'm so exhausted. She made sure that I had enough to eat and was very professional. Even the young man who was with her did a great job in serving me. Very satisfied customer as it's not the first time I've been in this Dunkin and every time it's been a wonderful experience. Thank you young lady and young man for such great serve. ?? The photo is of the thing I love to eat the most from Dunkin Snackin'Bacon and Frozen chocolate ?.“

“Stopped in to grab a drink and a muffin. Store was clean when I walked in and an associate was mopping the floor, counters and tables all looked clean. Associate at the counter was very friendly, and my order was accurate. My drink, a mango pineapple green tea refresher, is very good, and my muffin tasted like it was baked this morning. I wish the other Dunkins in Henrietta were this good.“

“The barista who took care of me up front (red hair) was incredibly kind and helpful even during a short transaction. Also was incredibly kind to the gentleman in front of me. Just a very nice experience/ made my day a bit better. When I was a barista I used to read our online reviews, so I hope they still do!“

“Service staff was excellent. I had a reward coupon for munchkins. They were out of munchins so they gave me donuts instead. Food and drinks tasted great. This location was designed for quick in and out coffee pickups so I probably won't come back. Still very happy with the food and service at this location. I highly recommend it for people that don't need to sit down and relax.“

“I love Dunkin. I always have and I always will because the food is great and the coffee is amazing. What I didn't expect at this location was great service and competent staff, and the reason for that is because it's located in the heart of Downtown Crack Haven on Lake Avenue. Every other restaurant in this area is a poorly run mess of carelessness. But somehow Dunkin has risen above this unfortunate trend and shines like a bright star of casual restaurant perfection!“

“Been coming here for yearss since 2022!! I lovee that the location is small usually it’s fast service and the new manager there is very friendly and polite! We always conversate in the morning and she always does the best she can! I always get me an iced coffee with butter pecan and my drink NEVER gets messed up! Nice customer service for the most part. Maybe not with the last manager but definitely now it’s friendly service all around! I’ll be back 🙂“

“Avoid the drive-thru in the mornings, roughly 8:30am-10ish am, unless you want to be backed up onto Monroe Ave. The drive-thru and parking lot are not big enough to accommodate the line that builds up. Parking in the lot could also end up trapped by the drive-thru line.

Never had any issues with my order if I go inside to order, but during peak busy hours sometimes drive-thru orders can be wrong (sausage egg and cheese on a bagel instead of the bacon egg and cheese on a croissant I ordered).

Staff work like machines crushing through the high volume periods, though! Props to them because I would not be able to keep it together AND remain polite to customers the way they do.“

“Im a grubhub Deliverer and I had and accident where the coffee spilled in the bag. I had to go back and get another for the customer. Just because Im not 100% if this review will reference to the correct location but Destinee demonstrated absolute beyond great customer service to me. Typically in situations like this, the employee is in a negative emotion or response to this but with it being morning and busy, she acted fast Very positive, even apologetic. She deserved definitely for me to make this review. This was at Dunkin on1691 East Ave. Rochester NY. Thanks for making me feel good after this experience.“

“Wolfpak and the crew that is on with him get my order right and ready in a timely manner, they do phenomenal. Later in the day you may run into issues (after 4) but typically the crew between 8am-3pm are super nice. You may wait a few minutes in line but thats with anywhere you go!“

“I give up on all the other Dunkin’ Donuts around Rochester! This is the ONLY store that can get my order accurate and treat me like I am always welcomed! Staff is ALWAYS friendly towards me! They don’t burn my food and always get my drink correct and never tastes bad! Keep up the amazing work guys! You’ll be seeing me a lot more!!“

“Best Dunkin in Greece. I used to go to Britton rd, but the wait times became INSANE (30min for a mobile ordered coffee).
I tried this one morning and couldn't believe I was on my way in less than 5min. Not only that, the food was delicious! The bacon was actually seasoned and the donuts seemed fresh. Bonus points for the super nice Spanish lady (manager?) who is genuinely kind every visit. They move fast, and its always accurate and delicious“

“I come during brunch hours or at the wee hours of night (after 10pm), and I always have a good experience! The workers get my drinks fast in drive, and so far my food orders are always right when dining inside.
(Tonight’s review:) I enjoyed the new Sangria drink, got it in black tea version today, the cookie butter latte was quite nice as well. I find the customer service is polite, and my drive-thru interaction was whimsical, which was great because it was so gloomy outside lol.“

“My daughter likes this location because so far they're the only ones who get her coffee right? It's a miracle when she doesn't need to go back in and HAVE to ask them to remake it? A few years ago she worked at D&D(and was excellent at her job. U know ur doing something right when customers ask for "U" to make their food and drinks, but also because ur sweet/respectful towards them) and she definitely knows when not enough caramel or sugar have been added to her coffee.....but it's also not as if it's free, because we do get charged for our little extra goodies and condiments, added to our drinks and food.“

“Only good person working is spensyr. He constantly there when i go and is always kind to me even though it always seems there is only 2 people there . they need to fix management and Getting better scheduling i mean this is ridiculous to leave people alone by themselves like this when it’s so busy“

“I'm a regular at the Dunkin' on Culver rd and norton st and I have to say, the morning crew always makes my day brighter. Despite the rush, they're incredibly efficient and always manage a smile. Especially Janely the short spanish girl she the best doing her job, she runs that dunking like she owns the place. I love her work ethic and the way she treats everybody. Thank you J!“

“Love this location. Just down the road from my house so it’s super convenient. But besides that, the employees are always friendly. Ordered a delicious five dollar meal today. The coffee was perfect, the bacon wake up wrap was hot and delicious in the hash browns were hot and tasty. Thank you to the employees, keep up the great job!“

“I have personally always had a great experience here. I usually come very early in the morning, although sometimes it’s late morning. I’ve had no problems with the manager or staff, they’re friendly and polite. I actually kind of love the managers energy, she is upbeat, kind, and understanding! One time the latte machine was broken, I was offered an iced coffee made how I want and a donut of my choice. Drive through is almost always surprisingly fast, they answer the speaker fast, and are swift at the window as well. Coffee is usually made correctly and it’s usually very good. Overall I highly recommend this place as a cheap, quick stop for coffee made well!“

“This place used to be AWFUL and I can not say enough GREAT things about this place now! The staff and the new manager (don’t know her name, has blonde curly hair) are all amazing and remember all the regulars orders to the T! They are a great team of young girls and the new manager has done an excellent job turning this place around! They all work hard and many of us including myself who have had jobs like this in the past know how tough it is and they all serve with professionalism and a smile no matter if the line is out the door or it’s a holiday when no one should have to work. The manager deserves a huge raise and promotion for what she has done for this very busy location!“

“Love this location! Open until 8pm which is convenient since other locations close earlier in Greece. My fiancé and I went after the gym to get two refreshers last night and we were taken care of by Heaven, the politeness, and friendliness made the trip amazing. She was very thoughtful and sweet! I would suggest this location for your next Dunkin run! Thank you, Heaven for providing us a heavenly experience!“

“This is by far one of the best Dunkin’ locations. The staff consistently provides exceptional customer service, and the food is always fresh and prepared exactly how I order it. I stop here every morning before work, and Ciara always has a positive attitude and goes the extra mile to make every customer feel welcomed. Her friendly, upbeat energy is a great way to start the day. I truly appreciate the excellent service from the entire team and highly recommend this location.“

“Don't believe the negative reviews!!! I went around 9:00am the staff was amazing so happy and energetic and well paced, The food was exactly what I ordered and the way the lattes were put together looks so delicious!! Which ever shift this is definitely deserve their flowers and none of these negative reviews. I waited less then 10 minutes for my order!!“

“Today my daughter and I went. So I had to place a pretty big and confusing order. ( I felt bad) Despite how confusing my order was Dunkin Donuts was so on point. The staff didn't get frustrated with me or be rude at all. Yo be honest I was very annoyed with myself because I was confusing myself which I am sure didn't make their job easier. The staff actually helped me un-frustrate myself which I was so thankful for. Anyways EVERYONE was so helpful. I really had such a great customer service experience here. THANK YOU GUYS FOR BEING AWESOME! KEEP UP THE FANTASTIC JOB!!“