Dutch Bros Coffee — Restaurant in Universal City

I’m giving Dutch Bros a rating of one because I can’t give a lower rating. Let me explain. I’m writing this review after several months have gone by. Why did I wait so long? I just wanted to be fair, as I know that a negative review can cost them valuable business. So, I waited for their “district” or ‘regional’ manager to follow through with her promise to me, their customer. Here’s what happened . One morning a few months ago, at their Kittyhawk Road location, I stopped by on my way to an appointment to get a decaf latte. I ordered my drink and noticed a sign saying no smoking within 30 feet of the ‘entrance’. I’m a considerate smoker so I moved more than 30 feet (where my car was parked) from where I ordered. As I waited for my order to be completed the back door opened and a young lady stepped out and demanded in an ugly tone of voice that I put my cigarette out as there was no smoking on the property. Notice the distinction between ‘entrance’ (where vehicles enter their place of business) and their order window, please. As stated earlier, the sign said nothing about a smoking prohibition on their property. I pointed this out to the young lady, pointing out that the ‘entrance’ was at least 100 feet away. She got louder, and so in an effort to diffuse the situation I put my cigarette out on the ground. This infuriated the Dutch Bros manager, and she stated that ‘I have to pick that up”. I ignored that statement ( as an employee of Dutch Bros she should have been informed of her groundskeeping duties). Seeing there was no way to placate the Dutch Bros manager I politely asked for my money back and left the premises. When I returned to my residence I called the complaint telephone number provided online for Dutch Bros Coffee and spoke to a ‘regional’ or ‘district’ manager who was appalled by the treatment I received and stated that Dutch Bros does not condone that type of treatment of their customers. She further stated that she would have the employee call me to apologize. I thanked her for time and hung up to wait. While working three days later I noticed that I had missed a telephone call and checked my messages. The phone message was from a Dutch Bros employee who stated that she’s like to talk with me. I immediately returned the phone call, was sent to the numbers voice mail, and left a message stating that I was sorry to have missed her phone call and would wait for her to call me back. That was over 6 months ago and I’ve never received either a return phone call from the location manager or upper management. I think I’ve waited long enough for Dutch Bros to make this right. In light of both that Dutch Bros employees’ attitude, and Dutch Bros upper managements obvious lack of concern for the treatment of their ‘valued’ customers, I can only conclude that they have no provable concern for their paying customers. My advice is to stay completely away from Dutch Bros...

Earlier today 4/17/23 I was at the Dutch Bros location in Universal City TX off Kitty Hawk Rd. I placed my order in the drive thru as I have done many times at this location. Employee Marcellus R. Took my order, gave me a total and ran my card. Now all the other times I’ve gone there they flip their tablet around ask if I’d like to leave a tip and have me sign the tablet. Not this visit. My card was ran and he told me to have a good day. I thought it was odd cause I usually would leave a tip but I figured he just wanted to knockout the line that was building up and just skipped the tip part. At the window when I received my order I asked for a paper receipt because I went for my co workers and I needed to know how much they needed to pay me back for their drinks. I was handed my receipt and as I pull off I noticed there was a tip of $3.26. Marcellus never asked if I wanted to tip nor had me sign or select a tip percentage. He tipped himself on my card and thought I’d not notice it because most people just swipe their cards get their drinks and drive off never to return again. I’m all for tipping and had I been asked I would’ve. I returned to the location to confront the employee about what happened and he claimed that he specifically remembered asking if I wanted to leave a tip and that I said “No”. Which that’s a lie I was never asked and anytime someone asks for a tip I will always at least tip the minimum if not more. But even if his story was accurate and he did ask and I said “No” that doesn’t explain why there is a tip on there? I told him it was wrong what he’s doing cause I’m sure it’s not the first time he’s blindsided someone by tipping himself. You’re stealing peoples money without their consent and signing for them. If I pulled that at my place of employment I’d be fired without question. He said he can refund me the tip if I’d like but I told him it’s not even about the $3! It’s the fact that you tipped yourself at the expense of the customer without their knowledge and denied it after confronted. I told him to keep the tip but what you’re doing here is wrong and things like this are taken seriously regardless of which employer you work for. Zero tolerance is what I expect for theft anywhere. Marcellus if you’re reading...

Go when it’s not busy if you can, typically weekdays after lunchtime. They messed up my drink twice. The second time they did, it was so busy that they forgot about me and my drink. I’m also annoyed because I tipped when the service I received didn’t deserve a tip. (I was in the right lane away from the window and they were bringing the drinks out to everyone so we could drive off and not hold up the line) I was patiently waiting for my remake but after like 10 other cars getting served their drinks, I drove up to the window to ask about it. The girl at the window wasn’t understanding what I was saying after I explained my situation like 5 times. She spoke to her coworker in the window who was the one that took my order and she repeated my order said “I got you” and handed my drink from off to the side that had been sitting there the whole time. The whole drink was watered down and the cup was soaking wet from the condensation buildup. The colors started separating and it didn’t look right. I thought they forgot to make the drink but turns out someone forgot to bring me my remake. It could’ve at least been freshly made, but I’m not one to be rude and bug service workers. It was a very irritating experience. My guess is that it’s a new location with a bunch of new young people working there so it’s going to take some time for them to have really good service. I hope the future times I visit, it will...