Dunkin' - Millbury

I arrive early in the morning around 4:45. I place a mobile order through the app while passing by Polar Park on Chandler St. Unfortunately, when I pull up to the speaker, my order is only acknowledged about 80% of the time. It seems that having just one person working is not sufficient to handle the counter and drive-thru traffic. It would be safer and more efficient to have at least two employees on staff. It's unfair to expect the opening staff to work in a constant state of chaos trying to fulfill all the orders. Understaffing may save a little money, but it also leads to customers choosing to go elsewhere rather than wait. It's a common issue among franchises, but the Leicester location seems to handle it better. Perhaps consulting with them could help improve the situation.

My boyfriend went inside to pick up my order because the drive-thru was backed up. I realize that this location is probably experiencing an increase in customers due to the Millbury location being closed for renovation. Unfortunately, my bagel twist was so burnt that it was almost inedible. My boyfriend waited inside for about 10 minutes to retrieve the order that had already been placed. We only ordered a bagel and a donut, with no drinks. This level of service is not acceptable. I understand that other store closures may lead to higher demand at other locations, but Dunkin' should have been better prepared for this situation. I do not blame the employees working in the store that day, but rather the corporate management and franchise owners who put them in this position. It is unacceptable and gives the impression that they do not care about their employees or customers.