I don’t usually leave reviews, but I visit Dunkin’ frequently, and this is the only location in Winchester where I consistently experience issues. Every other Dunkin’ in the area has great customer service, so the contrast here is noticeable.
This morning, there was a handwritten sign taped on top of the drive-thru speaker explaining they were out of regular and small cups, which made the ordering setup confusing. When I tried to place my order, I was interrupted mid-sentence so the employee could list several unavailable items, like croissants, cheddar, and bacon. The interaction felt rushed and not very helpful.
This also isn’t the first issue I’ve had at this location. On a previous visit, the inside of my bacon jam croissant was completely cold. And when I paid with Apple Pay, the employee took my phone out of my hand — which has never happened at any other Dunkin’ I go to, including this same location on previous visits. Every other time I’ve been here, the staff has always pulled out the tap-to-pay monitor so I can tap my device myself. This made me think some employees may not be fully trained on handling contactless payment properly.
Overall, this location is consistently out of basic items and the service often feels rushed compared to other Dunkin’ locations nearby. I hope management can address these issues so the customer experience becomes more consistent.
Atmosphere: 1
Food: 1
Service: 1
Kyle Buskey
Register was closed, told me to use kiosk, kiosk didn’t work. They didn’t care, essentially closed and the employees stared at me with blank empty stares.
Circled back through the drive through then they said they weren’t doing hot food…. That’s most the menu!! Fire these guys
Atmosphere: 1
Food: 3
Service: 1
Andrew Lewis
Terrible experience. Staff can’t get anyone’s order straight and no one seems to care.
Atmosphere: 1
Food: 3
Service: 1
David Wolcott
Terrible service.
Atmosphere: 2
Food: 1
Service: 1
Nathan Clingan
This location seems to be significantly less efficient than the two nearest locations. I have repeatedly had to wait 20 or more minutes for my order here. The employees are polite and pleasant, but I have sat at the window and waited 6 minutes for my coffee after already having waited 14 or 15 minutes in the line. I wish I knew what the bottleneck was so I could be a little more sympathetic, but that’s just not acceptable for me and I will be going to the other locations from now on
Atmosphere: 3
Food: 4
Service: 1
Just Russ
Incredibly slow at the drive thru. Takes at least 10-15 minutes to get a simple plain coffee.
Service: 1
Jasmine Edwards
The guy that took my order was very helpful and kind. I even paid cash to leave a tip. However, it took 15 minutes to get my order, and I had to leave without my entire order because we were headed to my son's football game out of town and the delay was making us late.
Atmosphere: 5
Service: 3
Samantha Hostetler
I've been coming to this Dunkin for a year now and can say it's definitely the lowest performing of any I've ever been to. 1) Drive Thru will take 25-30 minutes for every 3 out of 5 visits, regardless of if there's 1 car ahead of me or 5, and the drive thru is set up in a way that makes it impossible to just get out of the line if they're taking too long. 2) Every single time I order a coffee + another item they forget the other item. Doesn't matter if it's a donut or something else they will inevitably hand me my coffee and then close the window or walk away and when I'm still there they get confused and when I mention there was another item im waiting on they'll ask what it is (9 out of 10 times with a snippy attitude). What's the point of putting in my order if they're just going to ignore it and have me remind them and basically reorder when I get to the store. This happens whether I'm in the drive thru or going in to pick up a mobile order. (Side note, the only way you're getting your order with any speed is if you put in a mobile order and park and go in to grab it, but they will 100% of the time forget your food so you have to awkwardly stand there with your coffee until they acknowledge you so you can mention the missing donut or whatever). 3) Out of every employee I've interacted with here, which is quite a lot, there are maybe 2 or 3 that are actually pleasant to interact with. I get it that they're swamped, I worked in coffee too, but if you're going to have the slowest service on the eastern seaboard the least you could do is not be rude and snippy. Im way less likely to leave a review like this if you're a slower establishment but everyone is respectful and pleasant. I'm not being rude or rushing you so why are you taking your frustration out on me? Silver linings: 1) My coffee is almost never made wrong. I order in the app and 99% of the time my coffee is made right and nearly always tastes good. 2) Using mobile order + walk in for coffee will always have me in and out in under 2 minutes so since I started bypassing the drive thru all together I haven't had to deal with the 20-30 minute long waits. The only consistent hang up is that I still have to ask for my missing food item every time. I probably won't be coming back much more once the Wawa down the street opens though because if I have to get out and walk in anyway, I'm just going to go there.
Atmosphere: 1
Food: 3
Service: 1
Nichelle Nichols
Service here is garbage and they are always out of food items on the menu. You get to the drive thru window and have to wait an additional 10mins just to get your coffee and food. The workers aren’t friendly and act like they don’t even want to work. This will be my last time at this dunkin
Atmosphere: 1
Food: 2
Service: 1
Jacob Lichliter
I was disappointed that after standing at the counter for a while a guy told me he was only taking drive through orders or on the kiosk but I just wanted to get some donut holes and had been there a bunch of times before and was able to order verbally at the counter. Food is always good here but service needs work.
Got less than half way through my iced coffee to find a long black hair inside!! Disgusting
Atmosphere: 3
Food: 1
Service: 3
Anthony Platts
Possibly the worst coffee I've ever had. It tasted like warm water with no coffee flavor. Why can't Dunkin get consistency in their coffee from store to store?
Atmosphere: 2
Food: 1
Service: 2
Amanda Shanahan
Absolutely worst customer service ever. Stopped at 6:40 this morning on my way to work. Couldn't even get a coffee. I will never stop again!
Atmosphere: 1
Service: 1
Bob H (BOBH)
The worst dunkin' donuts on the East Coast The workers move like molasses excuse me molasses is quicker these people were not smart and don't care about customer service
Atmosphere: 1
Food: 1
Service: 1
Everett Horne
nice place, bit hard to figure out how to get to the drive thru from the road but drinks and foods were all good, i got a toasted croissant that was excellent 👌👌👌👌very kind staff working the window would 100% go back if i cross paths with this dunkin again
I don’t usually leave reviews, but I visit Dunkin’ frequently, and this is the only location in Winchester where I consistently experience issues. Every other Dunkin’ in the area has great customer service, so the contrast here is noticeable.
This morning, there was a handwritten sign taped on top of the drive-thru speaker explaining they were out of regular and small cups, which made the ordering setup confusing. When I tried to place my order, I was interrupted mid-sentence so the employee could list several unavailable items, like croissants, cheddar, and bacon. The interaction felt rushed and not very helpful.
This also isn’t the first issue I’ve had at this location. On a previous visit, the inside of my bacon jam croissant was completely cold. And when I paid with Apple Pay, the employee took my phone out of my hand — which has never happened at any other Dunkin’ I go to, including this same location on previous visits. Every other time I’ve been here, the staff has always pulled out the tap-to-pay monitor so I can tap my device myself. This made me think some employees may not be fully trained on handling contactless payment properly.
Overall, this location is consistently out of basic items and the service often feels rushed compared to other Dunkin’ locations nearby. I hope management can address these issues so the customer experience becomes more consistent.
Atmosphere: 1
Food: 1
Service: 1
Register was closed, told me to use kiosk, kiosk didn’t work. They didn’t care, essentially closed and the employees stared at me with blank empty stares.
Circled back through the drive through then they said they weren’t doing hot food…. That’s most the menu!! Fire these guys
Atmosphere: 1
Food: 3
Service: 1
Terrible experience. Staff can’t get anyone’s order straight and no one seems to care.
Atmosphere: 1
Food: 3
Service: 1
Terrible service.
Atmosphere: 2
Food: 1
Service: 1
This location seems to be significantly less efficient than the two nearest locations. I have repeatedly had to wait 20 or more minutes for my order here. The employees are polite and pleasant, but I have sat at the window and waited 6 minutes for my coffee after already having waited 14 or 15 minutes in the line. I wish I knew what the bottleneck was so I could be a little more sympathetic, but that’s just not acceptable for me and I will be going to the other locations from now on
Atmosphere: 3
Food: 4
Service: 1
Incredibly slow at the drive thru. Takes at least 10-15 minutes to get a simple plain coffee.
Service: 1
The guy that took my order was very helpful and kind. I even paid cash to leave a tip. However, it took 15 minutes to get my order, and I had to leave without my entire order because we were headed to my son's football game out of town and the delay was making us late.
Atmosphere: 5
Service: 3
I've been coming to this Dunkin for a year now and can say it's definitely the lowest performing of any I've ever been to.
1) Drive Thru will take 25-30 minutes for every 3 out of 5 visits, regardless of if there's 1 car ahead of me or 5, and the drive thru is set up in a way that makes it impossible to just get out of the line if they're taking too long.
2) Every single time I order a coffee + another item they forget the other item. Doesn't matter if it's a donut or something else they will inevitably hand me my coffee and then close the window or walk away and when I'm still there they get confused and when I mention there was another item im waiting on they'll ask what it is (9 out of 10 times with a snippy attitude). What's the point of putting in my order if they're just going to ignore it and have me remind them and basically reorder when I get to the store. This happens whether I'm in the drive thru or going in to pick up a mobile order. (Side note, the only way you're getting your order with any speed is if you put in a mobile order and park and go in to grab it, but they will 100% of the time forget your food so you have to awkwardly stand there with your coffee until they acknowledge you so you can mention the missing donut or whatever).
3) Out of every employee I've interacted with here, which is quite a lot, there are maybe 2 or 3 that are actually pleasant to interact with. I get it that they're swamped, I worked in coffee too, but if you're going to have the slowest service on the eastern seaboard the least you could do is not be rude and snippy. Im way less likely to leave a review like this if you're a slower establishment but everyone is respectful and pleasant. I'm not being rude or rushing you so why are you taking your frustration out on me?
Silver linings:
1) My coffee is almost never made wrong. I order in the app and 99% of the time my coffee is made right and nearly always tastes good.
2) Using mobile order + walk in for coffee will always have me in and out in under 2 minutes so since I started bypassing the drive thru all together I haven't had to deal with the 20-30 minute long waits. The only consistent hang up is that I still have to ask for my missing food item every time. I probably won't be coming back much more once the Wawa down the street opens though because if I have to get out and walk in anyway, I'm just going to go there.
Atmosphere: 1
Food: 3
Service: 1
Service here is garbage and they are always out of food items on the menu. You get to the drive thru window and have to wait an additional 10mins just to get your coffee and food. The workers aren’t friendly and act like they don’t even want to work. This will be my last time at this dunkin
Atmosphere: 1
Food: 2
Service: 1
I was disappointed that after standing at the counter for a while a guy told me he was only taking drive through orders or on the kiosk but I just wanted to get some donut holes and had been there a bunch of times before and was able to order verbally at the counter. Food is always good here but service needs work.
Atmosphere: 2
Food: 5
Service: 2
Restaurantji Recommends
Got less than half way through my iced coffee to find a long black hair inside!! Disgusting
Atmosphere: 3
Food: 1
Service: 3
Possibly the worst coffee I've ever had. It tasted like warm water with no coffee flavor. Why can't Dunkin get consistency in their coffee from store to store?
Atmosphere: 2
Food: 1
Service: 2
Absolutely worst customer service ever. Stopped at 6:40 this morning on my way to work. Couldn't even get a coffee. I will never stop again!
Atmosphere: 1
Service: 1
The worst dunkin' donuts on the East Coast The workers move like molasses excuse me molasses is quicker these people were not smart and don't care about customer service
Atmosphere: 1
Food: 1
Service: 1
nice place, bit hard to figure out how to get to the drive thru from the road but drinks and foods were all good, i got a toasted croissant that was excellent 👌👌👌👌very kind staff working the window would 100% go back if i cross paths with this dunkin again
Food: 5
Service: 5
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