Dutch Bros Coffee — Restaurant in Surprise

Service and atmosphere are usually great at all Dutch Bros, but the guy working the drive through Litchfield, south of Waddel, at about 3:30 was terrible. We ordered one drink, and it took 13 minutes with 1 car in front of us after we placed our order because the guy working the window spent 95% of the time talking to the girls in the pickup truck directly in front of us.. While they were placing their order with an actual order taker, he came out and talked to them for several minutes. There were no vehicles in front of them at the window, because he was supposed to be there, but instead was out talking to them. Leaning in the car, laughing and enjoying the conversation. Then, as the truck went to the window, he came out again. More conversation and actually dancing while the driver of the truck danced as well. The line behind us had grown to 5 cars at this time. Someone behind us honked, as I was trying not to be "that guy". Someone brought their 2 drinks out!! Not ours. I still waited patiently and finally the truck got their drinks and left and I pulled up to the window. No "sorry for the wait" no explanation, just " so you ordered the Medium blah blah blah?" No regard for service, customer's time, or apparently his job. Just wanted to chat up the girl and her friend in the truck. In my mind, I thought, maybe an old friend, former or current coworker, maybe a slow new person making drinks. Something to explain. But no idea and no comment to a customer who waited that long for a single drink and did not blow up. End of the day, it's just a drink in a drive-through, nothing to lose my mind over. But if you can't do your job well, whatever the job may be, especially in the service industry, move over and let a coworker who cares about the job and customers do what you're failing at in that moment. I could tell from the body language and facial expressions of the two working the order line they were annoyed as well.

I'm sure we will be back to this Dutch, as they are usually great. Wanted mangers to be aware they may need to have some employees brush up on their customer service skills and priorities while...

I've been going to dutch bros at 13431 N Litchfield in surprise AZ for well over a year now. I go there when my dog Kona and I need a smile & a laugh to start our day off right! & To remind me there still are caring people in this world. Also the coffee rocks..but I can get coffee anywhere right..even at home. It's about much more than coffee. I'm writing to let you know how your employees start myne & my dogs day off with a smile on our faces & a positive attitude & also that good caring people still do exist :)... Auggie & Elliott are sunshine in what seems to be turning into an angry world. There smiles light up my mood & my day! My dog absolutely L.O.V.E.S. them both!🐾🐾 All 100 lbs of her tries to crawl out of the window to say "Hello" to them. 🤗 They ask how my days going...what plans do I have for the day/weekend etc & it's not fake at all! They make eye contact..they listen to your answer .. they smile..laugh & are just so positive that when you leave you can't help but be in a great mood! I don't know where you find these awesome people that work for you or anything about your training but keep up the good work. All of your employees are happy...friendly & kind!!!! 😊😊😊😊 They obviously love what they do & care so much about people & animals alike! We get an Americano & a pup cup. I wish you had some sort of breakfast sandwiches...more savory than sweet...but it's ok .I'll still be a loyal customer because of your...

I absolutely LOVE the Dutch Bros on Litchfield and Waddell. I'm not normally someone who becomes a regular at big coffee chains, but the employees at this location are amazing. I don't know all of their names (yet), but two that I love seeing the most are Auggie and Rei. They are always so outgoing, and will always take a moment to have a conversation with you if its not too busy when you get there. Any time I come now (whether Auggie and Rei are both there, or just one of them) they always ask how I'm doing and what I'm up to that day. My daughter (7 yrs old) loves Auggie, and will even cut down on recess time before school just to make a stop at Dutch Bros to see him in the mornings.

Today was one of my favorite interactions though. When I got to the window to pick up my order, Rei informed me that the staff were doing a challenge to take a polaroid photo with their favorite regulars. It sounded like a cute idea, but I was genuinely surprised and touched that she asked to take a photo with me. It made my day, and I'm grinning like an idiot just thinking about it.

I won't even consider going to another Dutch Bros location now. I have too much fun...