Is the following review positive or negative?

OMG NEVER AGAIN. I used to go to the DD on Las Vegas Blvd. near Warm Springs all the time, but I had stopped going to Dunkin Donuts because the service was so inconsistent and they constantly screwed up on my order. It had been months, but this past Saturday morning I was in a hurry and drove by this one so decided to take a chance. I ordered a non-fat latte with a Splenda, and I watched her through the window as she poured coffee into a cup, added milk and a splenda and then give it to me. I actually took one sip just to make sure I wasn't seeing things, and it was not only exactly what I saw, but it was lukewarm. I was like, OH HELL NO. I told her I ordered a latte. She looked at me with a dumb expression, and I said, that's coffee with cold milk you just poured in. She played dumb and said, "oh, uh, sorry. I'll get that fixed right away." She came back with a latte that was actually decent, but I just could not understand why she would try to give me a lukewarm coffee to begin with. Laziness? Didn't know what she was doing? Who knows. All I know is that I will NEVER go to Dunkin Donuts ever again.
negative