Dutch Bros Coffee — Restaurant in Hillsboro

Very disappointed in Imbrie staff last night (6/8/18) 2am. I just finished a 15 hour customer service shift, and was looking for a cheerful caffeine delivering pick-me-up. What I got was FAR from the usual amazing dutch bros service. There was only one car in front of me, and two cars on the other side. It took about 15 minutes to get up to the window, so i figured they only had one person working, which isn't uncommon that late at night, so i shrugged it off. Got to the window to see an absolute mess inside and three girls "working" (two dancing around to the music) Despite my long day, I greeted the girl at the window cheerfully, looking forward to a white coffee mocha. What I was greeted with was a very ticked off young woman. "Hey, what do you want?". I was a bit taken aback, and fumbled over my order. "Large birthday cake mocha with white coffee please". She stared at me blankly before asking hot or iced... hot?... and then asked if I wanted anything else... so I also ordered a large extra sweet green tea. No smile on her face the whole time. My coffee was made and a second girl went to hand it to me.. it was a medium. I pointed it out, and the girl had to look at it super close to realize it wasnt a large. She took it back, added another shot and more milk and handed it back to me. I took a sip, it wasn't white coffee. I asked them to remake it. They threw some attitude about it like it was my fault. The first girl asked the girl who made it if it was white coffee (as though I dont know what white coffee taste like..) and the second girl replied that she wasnt told it was white coffee (which I can attest for as I had to remind the first girl 3 times AS they were making it, when I Heard her call it out without saying white coffee) I got my tea during this time and it was fine. They remade my coffee and the first girl handed it back to me with pursed lips and an extremely pissed off attitude. No goodbye, have a good morning, nothing.

I dont go to Dutch Bros just for the amazing coffee (which btw, my white coffee taste very bitter and burnt, not pleased but wasnt going to try to get it made again), but for the amazing customer service, friendly staff and great music. Imbrie is usually one of my favorite locations because of how conveniently located it is, and the fact that it is 24 hours. I know people have bad days, but being in customer service, you must learn to not take it out on the customers, or at least go to the back for a bit to recompose yourselves. You are the face of the company, and if this would have been my first experience with Dutch, I would not be coming back based on this transaction alone. I really didn't want to write this review, and slept on it, but seeing as it still bothered me today and I'm sure others last night got the same service (the car in front of me only had two small blended drinks and I dont know how long they were there before I got there), I think something...

I suppose part of this rating is based off of aspects that are harder to control. But after drinking at Dutch bros for 10 years and going to this one regularly for 6 months, I have some some frustrations to communicate.

I’ve observed 4 things that stick out as being WORSE experiences compared to the other local Dutch brothers.

Inconsistent Flavoring: Flavors are put in FIRST and then drinks are hand-stirred for 1 second or less(I’ve consistently observed this). It makes for very uneven flavored drinks as flavoring doesn’t get enough stirring to mix everywhere except the bottommost third of the drink. Quality at this Dutch Bros is subpar and I’m certain a large part of it is because they don’t stir their drinks enough.

Delayed Greetings: Let me start with acknowledge this happens at any drive thru, it just happens at this Dutch bros FAR more than anywhere else. A simple “hello” or “working on your drink” would suffice. As it goes now, I’m often waiting 2 minutes at the window before interacting with anyone. I imagine this makes last minute changes or additions to an order worse, as a customer often doesn’t talk with an associate until the drink is ready(which often, the drink IS already ready and they are finishing up the next persons drink and you are waiting for that). Nothing beats staring at my drink for 2 minutes before someone bothers to hand it to me.

Excessive Line: The line is ATROCIOUS. I suppose this is a great problem to have for them. Still however, Another location should be opened up farther along the highway. As it stands now, there is a backstreet and then driveway into Dutch bros. The street is often packed BOTH sides with both left and right lanes of traffic waiting to get into Dutch bros and clogs up the street. Signage, limiting the line to one “side” of the street, communicating that the opposite side is not a line and must stay clear, would benefit everyone.

App Scanning Oversight: A much smaller issue in my opinion. This location consistently forgets to ask customers to scan the Dutch Bros app. Where other locations will ask often if not every time, I’ve only been asked twice out of the 50+ visits I’ve made here. Only mildly frustrating when I forget to get...

I had a sad interaction today