Dutch Bros Coffee — Restaurant in Phoenix

I normally don't do this, but I felt it necessary to share my experience.

I went in on Monday and was running early so I thought I'd enjoy a quick coffee on my way to work (which you guys are renowned for fast and great service). This experience was less than that. I was in line for over 15 minutes while the kids with their ipads held a conversation with the car in front of me; they looked at me as I said good morning and then proceeded to ignore their job and walk inside disregarding my order.

I was then stuck behind the same car as your baristas continued their same conversation but now through the drive through window. I was sitting for yet another 15 minutes before they even took my order; luckily I wasn't running late. But a 30 minute wait for a cup of coffee? All while being entrapped in the drive through line? Way to put a dent in someone's morning.

It is safe to say that I do not plan on returning back to this location, and probably not even a Dutch Bros store again in general; for this a common occurrence that plagues your establishment. This became the icing on the cake for me...

You guys need to limit the conversations at the window because people have places to be; they do not use a drive through to sit around and waste their morning. A drive through is to stop/go quickly and efficiently. Not so that people get stuck sitting behind a kid ordering 8 coffees and making meaninglessness conversation.

My suggestion is this:

Make it a standard practice to request customers to pull curbside if they have a large of more than 4 coffees. Then have the barista delivered the order to their car curbside. This would be more efficient, customer service oriented and hell, it might even increase the opportunity for tips.

But at minimum they will be out of everyone's way, rather than leaving every one behind in line to the peril of someones conversation.

And in return you guys will be able to treat your customers fairly...

Worst customer service I have experienced in a long time, which is very disappointing to me because I had become a daily customer. We arrived at the location 15 minutes prior to closing time but when the girl working the line of cars reached us it had just then turned to 11p, which is when they close, and she told us they would not be able to help us because they needed to close up and get out of there for the night. I understand that they were technically closed at that point but like I said we were in line 15 minutes prior to them closing. At any other store, if you arrive at the store or location at any time prior to closing, they will assist you. We waited in line for 15 minutes only to be told that they wouldn't be serving us and the girl made it clear that it was because they needed to close up and get out of there, obviously more concerned about whatever plans she had for after work. I understand that but you need to do their job and finish serving the customers who arrived prior to your closing before your job is done. She then had the audacity to say that the location on 83rd ave was open 24 hours and that their location would be open at 5am. So her solution was that we drive 20 minutes completely out of our way or wait 6 hours. That's just ridiculous to even offer those as a solution. I will say usually they are very friendly at this location but she was extremely rude. They lost two very good customers tonight and I will no longer be recommending them to anyone like I had been doing frequently. The employee was clearly more concerned about getting out of work as soon as possible than she was about finishing her job and providing customer service as she should have. At least I know at Starbucks they will always provide the level of customer service that is expected by most people and they will never be as rude as this girl was. I was appalled by her...

To Maddie and the gal who I met at the counter that I forgot to ask the name of (who just moved locations from north Scottsdale):

Your kindness this morning meant more than you know. Maddie, you only heard that I was up till 4am looking after my 1yr old daughter who was having trouble sleeping, but as I told the gal the window--what you did was the kind of kindness I needed today.

You see, my grandparents adopted my siblings and I when I was 11, and my grandmother just survived two major hits to her health (she was medically removed from her house a month ago to a care facility for Alzheimer's after being found unresponsive by her nurse, and ended up in the E.R. two weeks ago with blood clots in her left leg that almost took her life). My grandfather passed away six years ago, so my grandmother is our last remaining parent, and we'd just spent last weekend going out to see her.

Because of her health, we found out why our extended family has been less than friendly these last few years, as well as the reason they've reached out to bond with us again (apologies and all); As it turns out, we've been given equal inheritance to my aunts and uncles. In telling us this, my Aunt also alerted us to the estate sale that was triggered by Nana getting so sick, and gave us a timeline of two weeks to say goodbye to the properties my siblings and I grew up in.

So it's been an intense few weeks, and you guys made my day very special. Thank you, and if you boss doesn't give you a raise--I'll be having...