Marlyn G.
Google
I’m a daily customer at this Dutch Bros location, and unfortunately I had a very upsetting experience today with an employee named Gabby.In the past I’ve noticed she often has an attitude when taking our order, but I usually let it slide and have even left tips anyway. However, today something happened that I cannot overlook.I ordered my usual two drinks and the total was $15.61. She mentioned the tip option was optional, so I selected “no tip.” My card declined the first time, and when we tried again the total suddenly showed $17.95, which included a 15% tip.Since the card declined a second time, I told her I would just pay cash, but first I wanted to confirm the correct total. I showed her the second transaction and explained the total should be $15.61 without the tip. That’s when she immediately came at me with attitude and insisted that I selected the tip option, which I know I did not. She had already checked the first transaction that showed $15.61, clearly without a tip, yet she continued insisting I pressed it.
I also have proof of the declined transactions showing the different amounts, which clearly shows the discrepancy.I then paid cash and gave her two $10 bills and 61 cents. She said she didn’t have pennies and would give dollars instead. I grabbed my drinks and change quickly, but when I got to the traffic light I realized the change was incorrect. I had given $20.61, so I should have received $5 back, but I didn’t.I had to come back, wasting my time and gas, to resolve the issue. When Gabby saw me, she rolled her eyes. When I explained the change was wrong, she said she was not comfortable speaking to me. I asked to speak with someone else or a manager, especially because she is often rude and I’ve never said anything before.
At that point, she claimed that no manager or anyone else was available until the next morning, which was frustrating because I was simply trying to resolve a clear issue with the transaction. During this exchange, I asked her name to document the situation. I’m not sure if she gave her real name, but she did provide one.
Throughout the argument, she continued to insist that I tipped her, which is when I told her, why would I tip someone who is consistently rude? Her attitude in this situation confirmed how she handles customers, especially when something goes wrong.Eventually a lead came to help and was much more polite and professional. She returned the $5 that was missing, and said she would add two free drinks, but when I checked my app, nothing was added not that I expected it, but I hope they follow through and address this employee’s behavior. I also asked that the cameras be checked, because they would clearly show what happened during the transaction, including the tip issue and the incorrect change.I also want to mention that there are other employees at this location who are very kind, but unfortunately this employee and another worker whose name I wasn’t able to catch often come across with the same nasty attitude toward customers.Dutch Bros promotes spreading kindness and even hands out stickers and clips about it. That message should also be reflected by the employees representing the company.Between the tip issue, incorrect change, rude behavior, and wasting my time and gas, the entire experience was extremely disappointing. I hope management reviews the cameras and addresses this behavior.Be careful and check your transactions tipping is not mandatory, especially to someone who is rude and not properly doing the job!
As a loyal daily customer, this experience was unacceptable and unfortunately I will no longer be returning to this location.
