Dutch Bros Coffee — Restaurant in Miami Township

No coffee is worth this hassle, now matter how good it is. And yes, both the drinks and the muffin tops are absolutely delicious. HOWEVER, the customer service is baffling. I've been there twice and both times I was left going ???

Visit 1: Ordered 2 drinks, a hot coffee and a blended freeze. I notice when I get home, the freeze cup had two box cutter slashes in it and leaked all over my cupholders. I go to call the store to let them know they have damaged cups. There's no local number, only a corporate number that operates in Pacific time, so I have to wait 5 minutes for them to open. I call, wait on hold while cleaning up the mess in my car. I'm on hold for over 10 minutes and no one ever answers. I then go online and find a chat option. I'm stuck with an AI until I can finally get to a real person. I told them about the cups, that I wanted to contact the local store to let them know their cups have box cutter slashes in them. The person gives me 2 free drink vouchers, which is nice, but not what I asked for, I then had to remind again that I didn't ask for compensation, I was contacting them to notify the store of the issue. What should have been a 30 second phone call took me nearly 30 minutes to resolve.

Visit 2: It's a hot day so I decide to use one of the free vouchers to order a lemonade. I open the app and try to order a lemonade with no ice. Fun fact: You can't even mobile order until after 2pm, and you HAVE to use the pick up window, you can't pick it up in the drive thru. There's no option to remove the ice in the mobile app. SO, I go to the store to pick up the order and ask at the pickup window for no ice because the mobile app wouldn't let me. They tell me no, I can't have it no ice, it has to be exactly as ordered. I'm then told they charge EXTRA for no ice! An EXTRA charge to remove ice!!! I stand there baffled and blinking at the person, who then gets the drink and they hand it to me and it has no ice and as they handed it to me, they said they took the ice out. And I just walk away going ??? so if you can take the ice out, WHY did no say no to no ice?!

It will be a long time before I go...

I went several times the first week, and won't be back. I recognize it takes a while to get the hang of it and they are new, so I do hope they figure it out. I personally cannot justify such a high price for coffee if the service is bad.

My first visit was opening day. I was asked what I wanted before I saw a menu. The person taking my order could tell that I was struggling to answer the question because I was not familiar with the menu, yet did not offer me a pocket menu or anything. No greeting. No friendly interaction. My coffee with 1 dollar tip included was 9 dollars. The checkout window was very friendly. The drink was excellent.

The next couple of visits were a little worse. The people who took my order were neither overly friendly or unfriendly. I already studied the menu on the app so knowing what i wanted wasn't an issue. The drinks were just okay. It was becoming more difficult to justify the high price.

My last visit the person that rang me up was very rude. I think she (or he?) was maybe chewing gum while taking my order. They were wearing what appeared to be drag makeup. They walked away from me while I was speaking and it took me a second to realize they expected me to follow them forward in the line. After running my total (around 9 dollars again for a coffee, and a also tried the muffin tops), they just walked away. Maybe they mumbled something, I dont know. My hearing is fine and they just seemed to walk away without saying a word. It was the worst customer service I had experienced in a while.

They didnt direct me when to merge which created confusion and the drink that time was supposed to he a blended freeze but they had also filled it with full ice cubes.

So, I won't be back. It seems like the brand they are going for is laid back fun and friendly, and I think that is a great brand. Anyone could probably find something they like on the menu. But prices like that should come with consistently excellent service so I hope they can figure...

I am a former barista of a certain green siren coffee company and am a bit of a coffee snob. At this point in my life, I have a hard time buying coffee at places that aren't locally owned. With that being said, I am also a healthcare worker and need to have my morning coffee and usually cannot wait very long for it so coffee chains are the way to go on my workdays. I used to go to Dunkin because it was cheap, fast, reliable and on my commute. Now that Dutch Bros is open, and most importantly their Order Ahead on the app is available, I have stopped by Dutch bros nearly every morning since the Order Ahead has been turned on. My coffee is always ready for me, so I never have to wait. It also is consistently delicious and not a gamble like other coffee chains tend to be.

While at this point in time the drive thru line is a bit slow, I do understand that this store is pumping out triple and quadruple the number of orders compared to nearby coffee shops. I will gladly give a bit of grace and do my part to assist by ordering ahead when I know I'm in a hurry! I also deeply appreciate how friendly and efficient the people working are. I do not need to have a ten-minute conversation with someone taking my order, but a friendly hello and a smile at 6:30 in the morning is deeply appreciated. I remember the days of having to get to work at 4:30 AM, they handle it much better than I ever did!

I will gladly be a repeat customer :)

Sincerely, medium cold brew with dark chocolate mocha, salted caramel, extra sweet with...