Dunkin' - Santa Ana

This place is ****! never again the worst coffee I ever tasted! the management has to withdraw the employees there because they cannot make any basic things like brew coffee!

Well, I’ve been to this Dunkin’ Donuts several times since it first opened. Most of my visits have been problem-free. Recently, however, I had a really bad experience here, which made me reconsider this Dunkin’ Donuts. One night, I decide to order something through their mobile app before they close (their online business hours say that they close at 9 pm). Their mobile app worked normally, it let me select items and place an order. I bought an iced coffee at 8:30 and was told that the coffee would be ready shortly. At 8:40, I tried walking into the restaurant only to find out that their doors were locked despite there being employees visibly present inside. I didn’t think much of it since they have a drive-through, so I decide to try this method next. I pulled up to the speaker and their automated machine says that they are closed (mind you, my order went through and I was already charged for the coffee). I then pull up to their drive-through window and could see the workers inside. (Even on their window, it said they are open till 9, it was now 8:45). One of the workers stared at me so I waved, but they proceeded to ignore me. In total, they ignored me for about 5 minutes. Eventually, a different worker walks over and tells me that they are closed. Since their machine had already told me this, I didn’t try disagreeing with them. I did however explain the situation with my mobile order, that it went through and that it charged me. They then tell me that they stop taking orders after 8 and at this point, it didn’t seem like they were going to bother making the coffee, so I asked if I could get a refund. I initially asked for a cash refund since that would be quicker but they said they could only do debit, so I hand them my card. They supposedly processed the refund, although the amount was off by a few cents, but at this point, it was just too awkward to correct them. The following day, I check my bank account to see if the refund got posted to my account but there’s nothing, just the charge. Overall, it was an incredibly awkward experience. This entire thing could have been easily avoided if their mobile app notified me that they were “closed” instead of charging me for an order that wasn’t going to get made. It didn’t help that they stared at me like I was crazy. It made me feel really bad for trying to fix the situation. Really poor customer service.

They don't let you pick your own donuts. I went inside knowing which donuts I wanted for my dozen and after I paid they told me you don't get to choose the donuts, you get what you get. And they gave me mostly plain donuts only two that anyone in my house actually like and all of the dozen were very dry like they'd been sitting for at least a day. Waste of money.

This is one of the worst locations of Dunkin donuts I have ever been to! The employees there do not know what they are doing. They get your order wrong almost every single time and they make simple mistakes like putting donuts in the bottom of the bag the with frosting face down so the frosting is just stuck to the bottom of the bag and you end up with a plain donut. Absolutely horrible service

Perhaps I need to remember to ask people for an approximation of the actual minutes involved in we'll be right out with your order It took 25 minutes for me to get three boxes of Joe. Nobody was in line in front of me at the drive thru and nobody was in the store at 615am when I pulled up. I'm frustrated that it took so long, I'm frustrated that they didn't tell me how long it would take, I'm frustrated that when I called to get an update, they had my order wrong (4 boxes instead of 3), and I'm frustrated that when I got out of my car to go in, I saw at least 2 other boxes waiting for other customers. If you are going here, be prepared to wait and if they ask you to wait, ask how long it will take so you can avoid the frustration of vague representations of time. I sure hope America doesn't run on this particular Dunkin or else we'd all be late.