Dutch Bros Coffee — Restaurant in Covina

I used to live in Nor-Cal for about 2-3 years and i used to go to dutch bros almost every single they. They are my favorite coffee shop! The drinks are always top notch and service is always top notch, I have never had an issue with them before, so when i moved back down to LA I was sad since there really isnt many dutch bros near LA. So when I heard one had opened in covina i was EXCITED, so this past saturday I decided to finally make the trip down to covina. Upon Arriving, yes the drive through line is insaneee, so I opted for the walk up window! I ordered my Go To, the Campin Cold Brew, and 10 minutes later it arrived. As soon as I got it I noticed there was zero soft top on it and zero chocolate sauce. This was pretty disappointing, as the soft top and chocolate sauce are pretty much the main parts of this drink. So I told the worker at the front that its missing the soft top and chocolate, and they said the drink was ok, until another worker corrected them and told them that it is missing the soft top and sauce. So they told me they would remake. After about 20 minutes they still hadnt added the soft top or sauce to my drink and they finally addressed me and said oh yeah your drink. So theh quickly grabbed it and when I got it back from them “remade” it had the TINIEST amount of soft too I have ever seen, it was quite literally like a pea sized amount and bearly any sauce. At this point I was a bit fed up so I just took the drink as is and it was dissapointing. Im just sad because I was really excited due to all my experiences up north, but it just didnt live up to my...

Update:

Although my initial experience with Dutch Bros was negative, I reached out to corporate and was impressed by their prompt and professional response. They were incredibly kind and took the time to address my concerns, truly making things right. I appreciate their commitment to excellent customer service and am glad to give them another chance.

I recently tried Dutch Bros for the first time after hearing so many positive things about their product, and I have to say, the Caramel Pumpkin Brûlée Cold Brew was absolutely delicious! It’s very smooth, and in my opinion, even better than Starbucks’ cold brew, which is inconsistently tart & bitter. However, despite the great product, my experience with one the employees was disappointing.

When I reached the drive-thru window, the employee who served me was extremely hostile and passive-aggressive. This was surprising and uncomfortable, especially for a first-time customer. To make matters worse, she almost forgot to give me my muffin, and when I politely reminded her, she responded with more hostility.

After this experience, I checked some reviews and noticed other comments mentioning a rude employee, which makes me think this might not be an isolated incident. It’s unfortunate because the quality of the drinks is excellent, but the service leaves much to be desired.

I hope Dutch Bros can address these issues because great customer service would make the experience as enjoyable...

I arrived at about 4:45am with the intention of being first in line to get that delicious coffee. I made it! Asked the girls where I should park since I was first. She told me wait before the turn, not at the window which would make sense. But I followed her rules. Two other cars show up and pull right to the window. Got served and the other cars behind me who also patiently waited weren't served until about 24 minutes after opening. That is absolutely appalling. I told the employee that I followed what she told me, parked before the first turn and the other cars just arbitrarily pulled to the window and they got their orders taken first. She laughed and shrugged it off like having your order circumvented and then consequently waiting for 24 minutes after opening is something to look forward to. Suffice it to say I will not be returning. This experience has left a bad impression on me. Awful customer service. Long wait times and employees getting paid to chit chat and not serve who should be served first. If "time is money" I just had a whole lot of my time wasted. To the (owner or proprietor) of this location... Don't bother wasting your time and asking me to forward my experience to your "customer experience team". My time is too valuable to further waste it on this company. 24 minutes, not including arriving 15 minutes early to get something as mundane as a coffee is horrendous....