ComplaintsforDutch Bros LLC

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in the left hand lane of a two lane drive though that merges into one lane. The lines were not moving very fast because the coffee orders were not being served very fast. The order person was having a great conversation with the person in the car in the right lane. They were looking on each others iPhones, and the girl in the car, even tied the apron strings on the back of the apron for the girl. That car went forward to the window. The girl came over to the one car in front of me and took their order, I had been waiting already about 10 minutes. The right hand car pulled up after I had been there. Then instead of coming to me because I had been there first, she started to go to the car in the right ********* who had not been waiting very long. I called the girl over to take my order because I was next and had been there but the girl said oh no we have to go back-and-forth in the lines to take orders. I was upset and called the manager over. The manager was sitting outside in the 82 sunshine in ******, having a business meeting with girl. This was a very bad look for the company. The meeting shouldve taken place inside. There shouldve been two people taking the orders.I have been to another Dutch boys at 22nd and Swan in ****** and have had good service. This location seems to be out of control with service. The manager and the order taker both looked at me like I was crazy.crazy. I can see why when I told them I was going to make a complaint that they werent worried because its impossible to get through to the company to make a complaint.Down the street is a local drive-through coffee shop that Im sure the employees would care more about serving people.They did give me my drink and dog cup for free.

  

  Business response

  12/07/2023

  Hi ********!
  
  My name is ******* and I work in the ********************* for Dutch Bros Customer Experience. We're so glad you were able to connect with our team via phone call today 12/07/2023 to listen to your concerns and get you take care of. 

  If there is anything further we can assist you with please reach out to us at *********************************** or respond to our latest email. 
  
  Kindly,

  Madison

• Initial Complaint

  12/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had over $12 on my account with over 500 pts for 2 free medium drinks. When I went to open my app I only had 29 pts and .45cents in my account showing. When I looked at my account info it showed my old account with my sbcglobal email address being used. I went to log out and tried to log back in it only asked for my phone number and logged me in to the same old email account with the 29pts and .45 cents. I contacted dutch received a response back saying they had my money and points showing but wouldn't tell me how to log back into my gmail account in order to access my points and money. I've emailed several times and have yet to hear back from them. I feel like they are committing some form of fraud and stealing my money, since they are unwilling to contact me back in order to fix the situation.

  

  Business response

  12/14/2023

  Hi there!
  
  My name is **** and I work in the ********************* for Dutch Bros Customer Experience. We responded to your concerns via email on December 13, 2023.
  If there is anything further we can assist you with please respond to our reply or reach out to us at ***********************************
  
  
  We look forward to hearing from you!

  Have a wonderful day!

  ****

• Initial Complaint

  10/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I. Order at least twice a day and spend about ****** a week on my coffee. Today my daughter picked up my drink and when I tasted it and started drinking it wasnt not very good and caused me to be nauseous and ended up getting sick. Something was wrong with our drinks sour milk but Im not sure. I would like you to make this right with me.

  

  Business response

  11/01/2023

  Hi *****! 
  
  My name is ******* and I work with the escalation team here at HQ! We're so sorry to hear you had this experience as this is never the service we aim to deliver! 
  
  We'd like to follow up with you to gather more information and look for a resolution for you. I've reached out via email in ticket #*******.
  
  We look forward to connecting with you soon! 
  Best, Justine 

• Initial Complaint

  10/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I checked my credit card information today and saw four fraudulent Dutch Bros. charges, which I notified my credit card company immediately. I last visited Dutch Bros. on Oct. 16, 2023 in downtown ***********, OR and purchased two drinks (daughter and self) and I paid with cash, but had my loyalty app scanned for point accumulation. Auto reload is and has been set to OFF. Oct. 24, 25, 26, and 27, 2023 I was charged $15 - $25 each day! I believed my card had somehow been compromised, however, when I looked at my Dutch Bros. app, it showed all the recharges, redeemed store value, and point accrual/redemption information. That is when I realized my account had been taken over by someone other than me. I have never let anyone use my Dutch Bros. app...it appears to be an internal job.This saddens me greatly. Dutch Bros. has done so much to enrich its local community where it started, so I have supported them happily. That trust has now been broken.

  

  Business response

  11/01/2023

  Hey there,

  We appreciate you reaching out and sharing this feedback. We have created a ticket within our customer experience platform and have emailed you with a resolution. The ticket number created is #*******. Please respond to our internal email with any further questions or concerns and we're happy to assist. 

  Kindly,

  Dutch Bros Customer Experience

• Initial Complaint

  10/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Rude service manager was no help said I was refunded and also received my points back on my account which I did not also manager called me a lier and began to tell all the customers behind me how I was over exaggerating and was inpatient with the long wait

  

  Business response

  10/26/2023

  Hi *******, 

  My name is *******. I am the manager of the ********************** We are sorry you had to write this email.

  Our records indicate you reached out to our Customer Experience team to *********************************** on Saturday.  Ticket #*******. We responded on Sunday but did not receive a reply.

  Your app reflects the points were redeemed for a free drink. The Points were not redeemed but the drink reward was returned to you account.We have provided a screen shot for your records. Our Customer *********************** also added $20.00 to your Dutch Pass for the inconvenience and poor visit  and indicated the refund was already in process by local management. Refunds can take 3-5 days depending on your bank.

  Please reach out to our team *********************************** or reply to our latest email if we can further or assist you from here.

  We appreciate you giving us the opportunity to make things right.

  Best Regards, *******

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 1 small kids frost and 1 small blended rebel with soft top. Ive always known dutch bros to have better pricing than ********** I was distracted with my passanger i didnt flinch when she told me my total was 11$ even and to tap my card. She didnt even show me the screen for the tip which they usually do. It was dead too, before i came there was nobody in line. And the two girls were just chatting with each other at the window. 11$ for my order?? I swear i mustve been duped by this girl because i think she added a tip for herself without me knowing which is totally unacceptable.

  

  Business response

  10/02/2023

  Hey ***,

  My name is *******. We are sorry to hear about this visit. Broistas are trained that tips are a gift and never to be expected. I reached out to you via email from *********************************** so be sure to check your junk and spam folders. 1677022 is the ticket # that was created on behalf of your concerns. We asked for some clarifying details so that would can locate your visit and help resolve your concerns within our customer feedback platform. We look forward to hearing from you soon.

  Have a wonderful day! Your time in reaching out to us is much appreciated.

  Best Regards, *******

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried opening my Dutch Bros app on 8/15/2023 to it not recognizing me which i have facial recognition. When I attempt to sign in with my email ************************** it says this email address is inactive. When I try my other email ************************** it says there are no active accounts for this user. I tried to use to use my phone number and it says this number is already in use.I need to get my password reset so I can use my app.I just put $25 on the acct 8/12/2023. I contacted dutchbros.com to be told to try reset password which i already did. It doesnt recognize my info. They told me they would look into the issue but never heard back from them. I am very upset because I lost out on $25 on my acct. and the ive lost trust in Dutch Bros to resolve this issue. ***************************

  

  Business response

  08/25/2023

  Hi ********, 

  My name is *******. I am a manager with the Dutch Bros Customer Experience team. Your feedback was received and your concerns have been addressed. Please feel free to respond to my email if you have any further issues we may assist you with. We apologize for any delay in response and appreciate the opportunity to make things right.

  A ticket was created from your response to *********************************** for reference if needed. (1620057)

  Have a great rest of your week.

  Best, *******

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I turned into the drive thru for Dutch Bros. I was surprised at how sloppy this operation was being run. There were no employees guiding the cars through the line to give the customers a controlled environment free of the stress of having to fight for a place in line. It was a war zone where anyone could cut in line if they saw even the slightest opening. When I reached the window after 30 minutes of waiting, the employee working the window was obviously under the influence of some substance as she could barely keep her eyes open and she did not say a single word to me, the only thing she could barely manage to say was what I had ordered. I had to wait again at the window for my two drinks and while I was waiting, the employees inside were blasting very loud obnoxious music to the point where you could hear it seven cars away. This is so inappropriate, after 5 mins of having my eardrums eviscerated, I was given my order. However, once I was able to drink my beverage it was not what I had ordered nor was my passengers drink. I could not bring the beverages back as the line was still wrapped around the building and I was not given a receipt as the window employee was so incapacitated the she could not manage to hand me a simple receipt. That was apparently asking too much of these employees. I will not be going back, even if they were serving free drinks.

  

  Business response

  08/24/2023

  Hey *****, 

  You've reached the Customer Escalation team with ********************** Coffee. We apologize for your experience and are grateful for the opportunity to make it right. Please reach out to *********************************** to further assist with these concerns. 

  Kindly,

  Madison

• Initial Complaint

  07/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My debit card on file with Dutch Bros App was charged $75 in what looks to be an app breach. I don't use my Dutch pass often and only load about $10 at a time when I do. I never authorized or approved this much money for a charge and I am not signed up for automatic reloads.

  

  Business response

  08/24/2023

  Hey *******, 
  

  You've reached the Customer Experience Team here at HQ. Your feedback was shared with us today. We apologize for any delay in response.

  We have reviewed your correspondence from July 27th with our team *********************************** We show your concerns were resolved and you were refunded.

  If we can can further help from here please don't hesitate to reach back out and a new ticket will be created for you.

  Have a wonderful day.
  ****

  Customer response

  08/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My account was hacked and $80 was loaded on to the pass thing!!! I barely use this app. I think Dutch bros is junk. But I have coworkers I buy for. Ofcourse no one is available to speak with and you can not take money WHICH IS MINE!! off the pass and put ot back on the card. I have changed my password, removed my card and will get a new card because all this BS!! But I want my money. Supposedly load happened from Dutch Bros headquarters in *********** ******. I live in CA! This also happened to a coworker and a few other people after posting on social media they tried to steal from them too. This sounds like a potential class action suite

  

  Business response

  08/24/2023

  Hey *********, 

  My name is *******. I am the manager of the ********************** Your feedback was shared with me today. We apologize for any delay in response.

  We have reviewed your correspondence from July 29th with our team *********************************** We show your concerns were resolved and you were refunded.

  If we can can further help from here please don't hesitate to reach back out and a new ticket will be created for you.

  Have a wonderful day.

  Best, *******

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩