Went to this dunkin on a whim because I was really craving a coconut iced coffee. Kathleen was very friendly and made me feel welcome. She was very thorough (as I am kinda picky with my order), and when I got my drink, it was perfect. She also asked if my pup could have a munchkin, to which he was very excited about!! The guy who made my drink nailed it and was very nice when he handed me my drink. I don't know about all these negative reviews, but my experience was great!