Dutch Bros Coffee — Restaurant in Garden City

So I debated posting this as I love Dutch Bros and have been a patron with them for years, almost everyday. The product is great and the service is usually great. However, as someone who works, I will a lot of times go up to the walk up window to put my order in if the car line looks long. Now, I am aware that they do go through the car line to take pre-orders, however, when someone has put their order in at the walk up window and has paid, unlike the pre-ordered cars who most of the time haven't paid till they get to the window as well, they should be the priority. Most time the pre-order cars don't pay till they are at the window, and since there are 3 windows (two car and one walk up) that's where the priority should lie. I waited ten minutes and only got my drink after going to the walk up window and asked for my money back. What really is upsetting is the drink I got was pre-mixed and had been sitting there for about five minutes, melting, because they hadn't made the drinks for the couple who had ordered before me yet who had been waiting for about 15 to 20 minutes, and since they hadn't gotten their drinks they had mine made but were waiting until they got around the couples before me to give me mine. But because they were too busy inside making the drinks for pre-orders for cars that hadn't even come to the window yet or paid, they hadn't even started the couples drinks that had been there for 15 or 20 minutes. When I confronted them with this the guy inside argued with me, and told me that if I want faster service go through the car line. Really? You're penalizing me for walking up? Because I walked up I'm not as much of a priority? My logic made sense, make the window orders first as they have already paid, but he was rude and defensive and stated they do the drinks in the order they're entered. Even if that means working on a cars order who is still 5 cars behind the one at the window over a person who is at the walk up window and has paid. Eventually, he just made the excuse they were short staffed, which would be fine if this didn't happen every time I come to the window when it's busy. Also, the second Saturday of every month they get a group of people in the parking lot who bring their trucks and are a part of a club, so their foot traffic is heavier than usual. Wouldn't you put that as a priority then and plan ahead for that? They are always taking the time to chat up the people at the car windows but ignore and are very short with the walk up people. I left and that poor couple was still waiting, and there were several people at the walk up window that had been asked to wait to put their order in that still hadn't been acknowledged to take their order after a bit. I have called the corporate office and have left a message for them to call me on Monday to see if this is how they train people to do it or if this is just how this particular stand does it, because I would think that they would want to know how things are being handled, and I think this system needs improving. I work in marketing and have helped market on behalf of Dutch Bros in the past. I'm a huge supporter and love what they do for the most part, but this is an area that needs improvement. I hope they at least bought the drinks for that poor couple patiently waiting, and I hope that the staff learns that arguing with someone who has already paid for your product and pre-tipped you is very unprofessional. I always take care of my Dutch Bros baristas, and they generally do the same for me, but the way the handle the walk up needs serious improving. I look forward to hearing from the customer service and still support the company as a whole, but this is something I felt needed addressing as it's not an...

I switched to Dutch Bros. a few months ago, having been a Starbucks customer for more than a decade. I even installed the app, after polite prodding from the staff at numerous locations.

This is the first negative experience I've had at Dutch Bros., 100% of my visits in the past have all been excellent experiences.

Today I decided to pick up a cold blended Golden Eagle, a drink I've become fond of lately after a recommendation from staff. When I arrived at this location, which I understand is usually very busy as they are the only one open late, it was 11:10pm.

2 cars had just driven away, and there was only 1 vehicle in front of me, lucky me! I thought I'd have a fairly quick visit and be on my way after a long day at work, but I was mistaken.

The brunette girl taking orders at the only window open at this location, was talking to the blond girl in the Subaru in front of me. After several minutes, the girl taking orders got out her phone, and took a selfie of herself with the blond girl in her vehicle behind her. She then continued talking, it didn't even appear she was taking an order as no one was entering anything into their ipads (or tablet of some sort that they use). Several minutes later, incredulously, she handed her tablet to the blond girl in the car, who ignored it and continued chatting. A few more minutes went by, and a gentleman came out of the establishment to take my order. By now cars were lining up behind me. Not a single time did the brunette who was supposed to be taking orders look to see how many cars/people were waiting in line.

It appears that this was a social gathering and nothing else mattered to this girl than chatting with her friend. Having been a director of customer service teams in my past during my career, I found this highly unprofessional, inappropriate, and very immature.

After TEN minutes, finally the ONE car in front of me with the chatty blond girl finally drove away. I don't know if she even got a drink.

A shift supervisor named Dallin greeted me at the window, and after explaining my situation with him, he agreed this was a good coaching opportunity for the young lady who clearly doesn't understand customer service.

This is not a mall parking lot, this is a business, and I have no problem with employees having fun and generating good morale, but making customers wait this long so that you can have a chat with your friend is absolutely not what anyone would want to experience.

I drove away with my drink, being the 2nd in line at the time, after 14 minutes. Despite being the only 2 cars when I arrived, there was now a line of cars wrapped around the entire building.

I am not sure I will be visiting this particular location in the future, they have a lot of work to do in terms of training their teenage staff in appropriate behavior.

Other Dutch Bros. locations I have visited had top notch service, and I think I will patronize them and avoid this location entirely.

If you aren't a teenager, visit this location at...

I fell in love with Dutch Bro's while living with my precious mom while she battled Alzheimer's. To say this was difficult is a gross understatement. My world became smaller and more difficult with the passing of every day! BUT I FOUND A BRIGHT SPOT! More like a blazing fireball of Light at my local DUTCH BROS!!! Their spectacular array of delightful drinks kept me exploring the menu while the sugar free options kept me completely guilt free!!! This group of kind, compassionate, empathetic, loving, young adults listened to my heart and became more like family than friends and my daily dose of happiness without leaving the comfort of my car! They were exactly what I needed at exactly the right time! They were my lifeline to sanity as I enjoyed what was like a hug in a cup!!! Had it not been for this MERRY BAND OF BRO'S bringing light, love and life giving caffeine into my otherwise depressing and heart wrenching journey I wouldn't have come out the other side unscathed!!! When you need a boost and some love in a cup head to the nearest Dutch Bro's and get a dose of Sunshine with a soft top! Happy Hollydaze Dutch Bro's Barristas everywhere! As YOU venture out into the Crazy HollyDaze share YOUR love by leaving a Ho Ho Santa sized tip for our Dutch Bro Helpers! Remember even the Elves do Dutch Bro's to keep up with the reindeer! And if your lookin' for a way to get off the naughty list try payin' it forward by paying for the car behind you! MERRY CHRISTMAS Dutch Bro's Crews! 💛 YOUR #1 FAN in the Sonic Yellow WRX TURBO!! 🎄 P.S. GUARANTEED TO MAKE YOUR HOLIDAZE BRIGHTER AN' THE LOAD A...