Dear Representative, This morning at your Eastbound Massachusetts-turnpike drive thru near Weston, I ordered two "Heath" flavored coffees and two blueberry muffins. The person who took my order said pull around without repeating the order back, which concerned me as the flavoring, a newer offering, was not acknowledged. When I got the coffee I tasted one of them and noted no flavoring. I asked the server if he had added the "Heath" flavoring and he seemed confused stating he did not know what "that" was. I asked him what flavorings were available. He listed the flavorings and I chose butter pecan. At this point the young man takes the coffee and goes to the left of the register out of site. I can however see a young lady in a purple T-shirt (visible in video) leaning on a counter staring in his direction with alternating expressions of shock and mirth. I also felt the young man took an exceptionally long time to return with the coffees. Feeling uncomfortable, I hand him back the bag of muffins and ask for a refund. He reacts with confusion and gets, I assume a manager, the young lady in the orange T-shirt who immediately assumed an adversarial stance and asked what the problem is. I stated that the order was wrong and I wanted a refund. She immediately becomes agitated and asks me to pull around to the front of the building to speak with her. I tried to explain I was taking my father to doctors appointment and did not have time. I will have proof that my father has multiple critical appointments on this day. I will send a video but in my opinion this young lady who refused to refund my purchase, is notable agitated throughout the interaction and she alone is attempting to escalate the situation which results in-her threatening to call the police and have me arrested. Moreover it is untrue that I yelled at anyone at any point in the interaction as she implies. This was an exceptionally bad customer experience for this loyal customer who almost exclusively has patronized DD for 4+ decades. I would appreciate hearing from somebody in management my number is [protected] regarding a refund and apology. M Jordan Grace RPh, BCNP, CCHIT-PC, CCHIT-TS