Dutch Bros Coffee — Restaurant in Lubbock

I recently had one of the most disappointing experiences at this Dutch Bros location. I placed an online order that was supposed to be ready at 6:43. I arrived at 6:46, only to wait another 20 minutes in the drive-thru line before an outside worker approached my car.

When she finally reached my window, I told her I had an online order. She immediately shouted, “NO! NO NO NO NO! I’m done with online orders! Go to the walk-up window!” I was taken aback by her tone but tried to brush it off, even apologizing. I then gave her my name, and she quickly became defensive, demanding my last initial and asking if it might be under a different name. When I confirmed my order, she sighed and said, “Please don’t let it be that,” before telling me she had just given my exact order to another customer.

Then, completely out of line, she asked, “Do you have a dad?” This question felt incredibly intrusive, especially as someone who recently lost my father. I responded, “Actually, no. He is dead.” She backtracked, saying, “I didn’t mean it like that. I meant, is someone else picking up your order?” I pointed out that if someone else were picking it up, I wouldn’t be in line.

My friend, who had been on a phone call, had to step in and ask why, if she had mistakenly given our drinks to someone else, the issue couldn’t just be resolved with fresh drinks. The worker went inside, only to return and claim they had to throw our drinks away because we “arrived too late,” directly contradicting her earlier claim.

Thankfully, the indoor staff eventually corrected the mistake, but the entire encounter left a terrible impression. The worker’s attitude was not just unprofessional but outright offensive, and it made me question the training and oversight at this location.

While I typically enjoy Dutch Bros, this particular experience was unacceptable, and I hope this feedback leads to meaningful...

I went this afternoon and it was busy. I ordered me and my friends drink I was very specific about my drink and I have never had issues with it before. It was mixing in dark chocolate with the golden eagle. But my drink was not made correctly. I let them know before handing the drink out. The drink was mixed in to two different cups so the soft top they added was mixed through out the drink instead of just on top. The two works at the drive thru were talking badly about me while I was sitting there waiting for my deink. My friend was upset because she could hear what they were saying and it was very unprofessional. I am very disappointed because I've never had a issue like this before with this company but I am very sad to have had this experience at this location. I will make sure to go else...

I absolutely love the coffee at Dutch Bros; however, my experience here on 19th is never a positive one. I am a creamer and sugar girl. Every time I go here to order and ask them to add creamer and sugar to my coffee they always suggest I don’t or try to get me to not add creamer and sugar, and it hasn’t been just once or twice but every time I go. I work late so this is the only coffee shop open before I head to work. I’ve stopped going because I don’t understand why the employees continue to try to change my order when I am a paying customer. Why suggest anything to my drink when I didn’t ask or if I won’t get it for free? I rather go to the one on University. Their customer service is great and I never have to fight with wanting to order my coffee just...