Dutch Bros Coffee — Restaurant in Texas

I would give this ZERO stars if I could.

Went there this morning to grab coffee. I’m on a time crunch to meet an appointment. On getting there, the line is long, there’s a second lane entrance but no one is there. We drive through that and it says “merge here”. If we merged, we would’ve cut off over 5 cars that we had just passed behind us that were in the first lane. That did not sit well with my husband and I. On principle, it should be first come, first serve. So we went back and joined the line. While in line, a lady who lacks decorum pulled into the second lane then cuts off the rest of us. My husband gets out of the car to speak to the server taking our orders. This girl ignored everyone that had been waiting, to go serve the people that just pulled up. This sort of customer service is trash and unacceptable. You do not treat customers like garbage and expect them to spend a dime in your business. Mind you, we had been waiting for over 10 minutes and had still not given our orders to the server. But the lady that just pulled up had her order. To make matters worse, after speaking to this server, rather than take the order from the car in front of us, she went over to the next lane to take orders from a car that just pulled up. We decided we were done and left. We did not order what we came for. Such disrespectful behavior towards customers should not be tolerated. This is the first Dutch Bros where such blatant disrespect has occurred and I’ll definitely never be coming back to this location. The server just continued smiling without even offering any apology for her behavior. Yeah, I’ll...

Unreasonably slow (waiting over a half hour already) and will not let you cancel for a refund. Go to Starbucks instead.

UPDATE: My complaint is that when you order a drink, it is very easy to miss that it's going to be 40 minutes until it's ready - you don't even think to look for that. After arriving and checking in, the staff said they didn't even have it on their screen. Looking at the app then, I saw it would be another half hour. I asked to cancel the order (which they clearly had not started). They told me I'd need to use the chat function in the app to do so. The chat function was answered by a bot which said no refunds. Torn between burning $18 or having my kid tardy to school and me late to work, I picked the latter. (I also didn't think it could actually take that long, but it ended up taking a few minutes LONGER.)

After I shared my experience on social media, THEN Dutch Bros did the right thing and credited me with 3 drink coupons. I appreciate that and revised the rating for that. However, I would still warn you to check the expected wait time before app ordering and to be aware that you can't cancel even if it's still another 20 minutes until they plan on...

Yesterday, someone named “Bree” or “Bri” was taking orders. She was not paying attention to the order the vehicles were coming in and it caused her to skip a couple of us. When I brought it up to her, instead of apologizing, she caught an attitude. In today’s climate and economy, we as consumers are more intentional where we give our money to. Customer service is huge for me. When I asked the other staff for her name they were more attentive and offered me a free drink or points. I declined both. I didn’t want free stuff. I just wanted an acknowledgment of wrongdoing and just an attempt at doing better next time. Her attitude was not warranted or appreciated. I understand having two lanes somehow “improves” efficiency but it’s pointless if the staff don’t pay attention to who arrives first....