Dutch Bros Coffee — Restaurant in Houston

Completely unacceptable experience. My family went to get some coffee this Sunday evening. We arrived at the beginning of 8:00. There was a long line of cars in the drive-thru, so we parked. My sister-in-law and I ordered on the app at 8:02 and 8:06. We ordered before a group of girls and a couple who both ordered at the window. Our expected wait times were 8:08 and 8:11. I walked up to the window at around 8:09 to let them know about our orders. The first girl confirmed the orders and said she'd let me know when the drinks were ready. Then I waited. And after waiting for a while, I noticed it has taken far longer than the estimated wait time, and not only that, it had taken much longer than anything close to a reasonable time to make two coffees. I noticed the others who ordered after we did, also were still waiting, so I gave it a pass for then, though I thought it was wrong that no worker thought to give us a reason for the delay or even any reassurance that the drinks were still coming. Then waiting longer, I realized it was already like 8:25. Important to know, the car line was making quick progress the entire time. A car would get in line, get to the window, and leave with their drink in about 7 minutes. They only had to wait 7 minutes. We would see car after car leave with their drink. One after the next. Cars that arrived long after ourselves would leave much before we got our drinks. FINALLY , a different worker came to the window to let us know they were short staffed, only two workers making drinks. Now, I was heavily empathetic to this, experiencing similar situations many times before myself. The worker seemed genuinely sorry for the delay and very stressed. The male worker and her were trying. So I cut them some slack. I was sure it wouldn't be much longer. Then the group of girls and the couple that ordered at the window also got their drinks long before we did, even though we ordered before them. We could not even ask to get a refund or anything since they were avoiding the window. All the while, one of the workers (the first one who confirmed our orders) was just casually walking around, not only on her phone, but also flaunting her own Dutch Bros cup. Eventually, my family approached the window and they gave my sister-in-law her drink at approximately 8:40. Then we continued to watch as they continued to give car after car their drinks. Finally we confronted them at the window again, letting them know it wasn't right of them to continue to ignore us while focusing only on the cars. After waiting over 30 minutes, they finally agreed to make my drink, but ONLY after the next car that was pulling up to the window. She said she'd get the car first, since they'd "already ordered" completely disrespecting the fact that we had ordered as well, over 30 minutes ago. Her saying that was completely unacceptable. That was the final straw where I lost any sort of compassion for their situation. What did we do to be ignored so blatantly? Eventually at approximately 8:43 I received my drink. There was a quick apology, but nothing that felt too heartfelt. No attempt to make things right. The soft top on my drink was hardly existent when I got it. In summary, we arrived at the location at 8:02 and were expecting 2 coffees by 8:11. Then we were neglected for almost 40 minutes, despite cars in the drive-thru quickly getting their drinks and leaving all the while. There was very little communication or sympathy from the staff. And we only had both of our drinks by 8:43. All of this for two coffees. This was unacceptable. Dutch Bros has lost any trust or respect from us, which is a shame because we were excited for it at first. It no longer...

I visited your establishment for the first time recently and encountered a concerning issue with the drive-thru setup. Upon arrival, I noticed there are two lanes available, yet one lane was completely empty while the other had approximately 5-6 cars queued. Assuming the empty lane was closed, I joined the lane with other customers.

To my surprise, an privilege individual in a Silver BMW was allowed to cut ahead from the closed lane, disrupting the order of service. The employee on duty facilitated this without regard for fairness or the inconvenience caused to other customers, including myself and those behind me.

When I raised this issue with the staff taking orders, including the manager who was present, I was informed that it was standard practice to allow customers to switch lanes. However, this resulted in confusion and a lack of proper queue management. Despite pointing out that several customers could have utilized the empty lane if it were open, the response was dismissive and lacked any attempt to address the situation.

As a customer purchasing a simple $6 coffee, I expect a basic level of fairness and respect for all patrons. The manager's indifferent attitude and failure to acknowledge the inconvenience caused further compounded my dissatisfaction.

Regrettably, if this is indicative of your standard of customer service, I cannot recommend your business to others. I urge you to review your drive-thru procedures and ensure that all customers are treated fairly and respectfully.

I notice you want the customer to forward our review to your Corporate office on all your bad - negative Reviews. More laziness. YOU do...

If I could give this location a zero stars I would!

I will NOT be returning here and I urge others to not come here unless you want to have to deal with a teenage looking young lady being rude and acting like she does not care about her job.

First of all the customer service is horrible and secondly they had to audacity to give themselves a tip for the horrible service they provided. Lastly they did not add the additional toppings I ordered that I was CHARGED for!

This place has employees that just offer the worst customer service possible! It is not hard to get an order done right. I have had the same order made perfectly fine at so many other locations. Even so, I would have understood and been patient with it being re-made.

However the young lady working here this afternoon did not want to even just LISTEN to what my issue was. I tried to explain the order she made was not what I ordered but the attitude and blatant disregard this girl offered me in front of other customers was just so off putting. She definitely needs to be trained on customer service, and how to speak to people respectfully and how to listen to customer’s concerns/issues.

The employees need to be trained and shown that their customer service reflects strongly at the location they work at and that their behavior is what will get remembered most out of each transaction.

Management needs to do better with their hiring and training at...