Corvetta M.
Yelp
I visit this location at least 3 times a week and at first thought it was my imagination on service. I always leave a tip and courteous to staff. Recently, I get in line and was 1 car behind and then a car pulled up in the next lane. The same staff immediately went to service the car in the next line first. When asked about,
I get they rotate lanes...got that. Okay, so then why they take that car and then the car behind it and then come to my lane? Now, 2 cars back. Today, my sister went to pick up drinks for us... same thing, waitedbin the epically long line, by-passed her and took the cars that came after her, so she pulled out of line and went to file a complaint. This was useless, the guy simply said, "okay, I'll talk to her". Super sad, no Duth Bros today to get my energy level up. Weird, I had never mentioned my experience to my sister and was on the phone with her as she waited.
Okay, just want my time to matter as well. #NotFair #DEI #MoneyIsGreen
Dutch Bros cavalier response:
Justine (Dutch Bros Coffee)
Mar 2, 2025, 4:45PM PST
Hey Carl,
We're sorry to hear about your experience! We try our best to make sure all our lines have structure and to educate all customers on how the lines work. We'll be sure to share your feedback to coach our staff and make sure we are handling these situations appropriately.
One thing we firmly believe is everyone at Dutch Bros- customers and crews- should feel welcomed, honored and loved. Please know that most of our shops use a zig-zag or "line merging" technique that helps to adjust both lines getting shorter, ultimately helping to reduce cars getting backed up into traffic and ensuring customer safety. This sometimes means that it's not a first come first serve order process. We apologize for any inconvenience. Once your order is taken by the Broista outside, they begin working on these drinks right away to ensure you are served promptly.
We have forwarded this feedback to local management to provide proper training and coaching.
We thank you for your feedback and hope you have a beautiful day!
Cheers!
My reply to their endearing response:
Hey Justine,
Thank you for responding. This was not an issue of safety when I was in line. The 2 Lane Attendants were talking about their weekend. I was 2nd in line and there was not another vehicle in the other line. The car ahead of me drive forward and it put me at the front still without another car in the next lane. Before I knew it, a sr had driven up and my Lane attendant went over to finish the personal conversation in which that other Lane Attendant started taking thst vehicles order. Then, my lane attendant came back, unapologetically and as though my time disnt matter and cavalierishly said, "may I have your order please". I said, I'm sorry I don't understand the hold up and she said, "your drink will be ready at the window, please drive forward behind the vehicle" that had driven up totally dismissing me.
At first, I hadn't thought about it until it happened again but this time a longer line still having ample room and safety never appeared to be an issue as the line was short. As for a safety issue, wouldn't an Attendant standing in the lane discussing their life, business and personal matters and not paying attention to approaching vehicles be more of a concern to your management?
Then, while on the phone with my sister and being passed twice was an issue, and your dismissing this as a passive safety issue does not seem to be a reasonable resolvement.
I'm not asking for anything, I don't want, nor expect a free drink or coupon for my next visit. What I want is equal treatment and respect of my time and for your company to acknowledge you can respect that and reassure me that this will be corrected and not dismissively passed as it was reported to an onsite manager in my statement on Yelp.
Thank you for your time and understand that everyone's time is valuable. CONSUMER