Dunkin' - Elgin

I recently started going back to Dunkin' as I work from home and live nearby. The employees have improved significantly compared to the past. They now have employees outside to help speed up the line during busy times, which is a great addition. The drive-thru staff are friendly and efficient in getting orders correct. During my visit today, the drive-thru employees were very kind and offered free samples of new seasonal items. It was a great experience and I will definitely return. The restaurant is very busy in the mornings and on weekends, and the parking lot is too small to accommodate the demand, which can be problematic as it is located on a busy road. Even when I use the mobile app to order, I often encounter issues such as missing items, long wait times, or receiving a coffee that is not hot. The food sometimes tastes cold or stale, and there have been instances of burnt bagels. Despite these issues, I continue to go to Dunkin' because of its convenience to my house and its location on my way to the expressway.

This place is a complete disappointment. They got my order wrong and when I called to complain, the woman at the store tried to claim that I must have ordered from a different location. When I asked if they were the one near 25 and 90, she rudely replied that they were actually on Dundee Rd. Nice try, manager. They should train their non-English speaking employees to ask for help or call someone who understands English when they are unsure. I ordered a toasted everything bagel with vegetable cream cheese, but they decided to use strawberry cream cheese instead. I would have gone back right away, but the way I was treated on the phone made me think they might do something to my food if I returned. Shame on you, Dunkin Donuts, for allowing this kind of service! I know that some locations are better than others, but all of your stores should have the same standards for quality control and customer service. I will never go back except to get my money refunded on my way home from work. I will be contacting corporate to let them hear the recording of how their employees speak to customers.

Service has gotten worse, if you have to go to work in the afternoon 11:00-12:30pm you will be late It’s only Drive through coffee but , they are to busy texting and watching their phones , they move like snails ! Pick it up that’s why it’s a drive thru!

Was here at 4am when they open. They literally walk in late. I’m waiting politely outside. Not a problem. I get it. Then 15 min goes by and I try driving through the drive through. The 2 ladies working said to me we aren’t ready and won’t be for another 15 min. I respond by saying I believe you open at 4am, correct? Very poor Managment and customer service.

This restaurant operates at a slow pace, so be prepared to wait. They served other customers coffee before taking our order and payment at the drive-thru window. They also prepared coffee for more customers before making our smoothies. This resulted in a lot of extra time wasted.