Dutch Bros Coffee — Restaurant in Bremerton

4/2/23 Due to limited space, I deleted the old reviews in order to write the latest, but included what I had ordered prior.

As much as I hate to say it, I'm dropping my five stars to a three-star rating.

In prior times, I had a Mocha Frappuccino 12oz with only one scoop of chocolate, and it was perfect and not too sweet. I've also had a good 12oz Americano that was slightly earthy, with a bit of nuttiness, mild acidity, an enlivening smell, and a teensy bit of an aftertaste, but good in taste overall.**

On March 31, 2023, while driving on Wheaton Way I decided to stop; it had been a long time since I had been there, and I was pretty happy in the past; also, the line was pretty decent. As anyone who frequents Dutch Brothers knows, you order through the drive-through by telling one of the staff members outside. They are outside waiting for you to drive up; if they are busy, they jump from car to car. Anyway, I asked the barista taking my order if nonfat milk was an option yet (McDonald's stopped offering it). She said yes! I then ordered a medium nonfat, sugar-free mocha latte hot, and her response was, "we can do that." I pulled up to the window and paid, and the girl gave me my drink and said, "I'm sorry, we don't offer nonfat milk; I hope this is ok; I used whole milk." That comment set me back a minute, not understanding why they didn't ask me before making it. And why no one was informing their staff that nonfat milk truly is not an option. I explained I would have preferred being asked first without assuming whole milk was fine. She said, "I'm sorry." I should have requested a different drink, but due to the long line of people behind me, I took it and said thanks and was on my way. I have had drinks from Dutch Brothers and was happy, but this drink, not so much.

Aside from not having the correct milk I requested, this hot sugar-free mocha coffee was warmish at best, definitely not hot, meaning I drank the whole coffee within five blocks of getting coffee. And unfortunately, the mocha taste was extremely light, almost to the point of not tasting it. It will be some time before I'll try Dutch Brothers again!

I hope this was a one-off, and next time I purchase a drink from there, I will be able to up my star rating again!

Dutch Bros Coffee location can be problematic to get to depending on which way you're heading. There was one thing I had hoped Dutch Bros. would have changed in their drive-throughs, they physically have someone standing outside going car to car gathering orders; I first saw that when Dutch Bros. opened, I figured it was due to waiting on their speaker/reader boards to be installed, umm that's not the case. There is no going over choices or prices by looking at a board; make sure you know what you want and be willing to pay whatever price.

Their espresso is a medium mixed roast of three types of beans; they source those beans from three areas, El Salvador, Colombia, and Brazil. And if you are in the market for some Dutch Bros coffee at home, you can purchase it at their locations, bag, or pod style!!!

Dutch Bros is a stand-alone building that offers three lanes for drive-throughs. There are some parking spots on both sides of the building. Dutch Bro's location is 3900 Wheaton Way, Bremerton, Washington. They are across Wheaton from Arby's and the Bus transfer station. Dutch Bros is considered a franchise, but they are a locally owned franchise, very similar to a small business; also, they employ several local people and give back to...

The consistency and service at every Dutch Bros is exceptional, and the baristas at this location are all particularly charming 🥰

I still really don't care for the business rationale behind the drive-thru design, which is zero problem 99% of the time

...until you find yourself stuck in freezing weather, with an empty tank of gas, in a line that you couldn't see around the corner, while you're actively encouraged to compete with other cars by the signage, and made to feel guilty because you aren't able to afford to leave a bigger tip as you watch a young barista shiver—without a coat!—taking the order at the car in front of you, and then preferentially serving police ahead of other waiting customers.

It just feels a little bit Dickensian around the holidays is all, and that's how you end up with Karens like me leaving unhinged reviews like my last. Mea culpa 🙏

Seriously though, the coffee is about the same as Starbucks, with the main trade-off being between service and mobile ordering/customization. Starbucks struggles to get customizations right and actually serve fresh, hot coffee, so Dutch Bros wins by default.

I've seen conflicting stats, but, here in Washington State, it looks like baristas make about the same, and maybe as much as $2 less, per hour on average at Dutch Bros, yet they still manage to deliver far better service at less cost than Starbucks.

My main irritation is how "cleverly" Dutch Bros has engineered their drive-thru design to be a sunk cost so that there really is almost no room for change, which is a dark pattern that seems to be primarily responsible for the fact that Dutch Bros enjoys 2x – 3x the profit margin of Starbucks at the cost of comfort to both their baristas and consumers.

If it is, in fact, true that Dutch Bros pays baristas $2 less per hour on average in this state, while generating 2x – 3x their dominant competitor in profit, then that is shameful. To build a business on such a carefree image would be disingenuous and frankly depressing to me as a consumer, hence my previous negative review. "Per my last review..." 😂💀🤦‍♀️

Here's the right thing for Dutch Bros to do in order to live up to its cool image though: ensure wages are consistently at parity with competitors, introduce mobile ordering and customizations, and make all prices inclusive of tip.

Yes, it will hurt net margins upfront in order to avoid raising prices at first, but it will create a premium experience more aligned with your brand and values, which will sustainably drive sales over time.

You can then parlay the improved human capital from raising wages into training for customizations and mobile orders. Customers can see that you have the necessary efficiencies at the drive-thru, and you really don't need to overdo it with the customizations like Starbucks in order to compete.

People are willing to wait in line for a mediocre experience on the worst days, so why wouldn't they be willing to wait in line for an excellent experience on average days?

I will triple-down on my position as a shareholder, and eat my hat, if Dutch Bros is actually cool enough to follow...

Do not recommend if you have sound sensitivities, social anxiety, or a restricted diet, but it's probably fine if you're none of those things. Do not bring autistic friends, ever. Expect mandatory smalltalk, I'm fairly sure there is a quota about "engagement". Their music plays audibly along the entire drivethrough area, and you will be listening to it unless you're willing to overpower it with something else.

I ordered a cold irish cream breve and hot golden eagle. Show up to the window, pay, tip $3 when prompted, raise my voice to be audible over the music. He leans halfway out the window and tries to ask about my day and I am handed one cold unsweetened, unflavored drink with milk. He says he had forgotten to ring up the second beverage, i hand him my card again, he hands me a second, identical unflavored unsweetened cold drink with milk and asks how i am doing. I admit i'm a bit overwhelmed and start trying to talk about the coffee, and he apologizes and tries to hand me three straws, I take two, he asks if I need a different fourth straw. Throughout, i have to repeat myself several times any time i am actually trying to discuss the coffee, possibly he's having trouble hearing me over the music, or maybe he's struggling to follow a script? He eventually realizes we have been given the wrong order and offers to fix it, but my friend and i agree we would rather leave than spend any more time here struggling to communicate.

We left, poured out the unsweetened coffee on the ground, and went to the shack down the road instead. The other place got our order...