Dutch Bros Coffee

Located at 865 N State St, the Dutch Bros Coffee in Orem operates as a drive-thru-only establishment, focused on delivering a wide array of beverages quickly. With extensive hours from 5:00 AM to 11:00 PM daily, it caters to a broad spectrum of schedules, from early-morning commuters to those seeking a late-night treat. The brand has built a powerful reputation on a foundation of upbeat, friendly service and a vast, highly customizable menu. However, this specific location presents a notable inconsistency, offering experiences that swing dramatically from exceptionally positive to deeply disappointing.

The Dutch Bros Promise: Energy and Personalization

Dutch Bros as a company prides itself on its unique culture, often referred to as "Dutch Luv." The employees, or "Broistas," are trained to be more than just baristas; they are expected to be day-makers, engaging customers in friendly conversation and creating a positive atmosphere. This people-first approach is central to the brand's identity and is a key reason for its loyal following. The goal is for every visit to feel like a celebration, a mission that relies heavily on the staff's ability to create genuine connections.

A Menu Built for Customization

The menu at Dutch Bros is extensive, moving far beyond standard coffee offerings. It is a playground for those who enjoy crafting their perfect beverage. The foundation includes classic espresso drinks, but the real draw for many are the highly custom coffee drinks. Popular signature items include the "Golden Eagle," a breve with vanilla and caramel, and the "Annihilator," which features chocolate macadamia nut flavor. Beyond coffee, the menu features their exclusive Rebel energy drinks, which can be customized with a dizzying array of fruit flavors and combinations like the "Shark Attack" or "OG Gummy Bear." They also offer a variety of smoothies and teas, lemonades, and blended freezes, ensuring options for non-coffee drinkers. This commitment to variety, including a wide selection of sugar-free syrups, makes it a versatile stop for almost any taste preference.

When Service Shines: The Best of This Location

When the Orem location lives up to the Dutch Bros standard, the experience is exceptional. Several customer accounts highlight staff members who go above and beyond. One patron, Calista Camara, frequently visits before work and praised an employee named Peter for providing "compassionate and caring service." Similarly, Susan Davenport described the location as "phenomenal," singling out an employee, Jamie, for being incredibly efficient and engaging, managing to take an order, prepare it, and hold a meaningful conversation simultaneously. Perhaps the most touching account comes from Andrea Ballestero, who, after a long work shift and while grieving the recent loss of a pet, received her banana bread with a sweet, handwritten note. She emphasized that this small act of kindness from the staff meant more than they could ever know. These instances showcase the profound impact of the positive, personal service that Dutch Bros strives for.

A Tale of Two Experiences: The Risk of Inconsistency

Despite the potential for stellar service, a significant number of customers report experiences that are diametrically opposed to the brand's friendly image. The primary issue plaguing this Orem location appears to be a severe lack of consistency in both service and product quality, making each visit a gamble.

Service That Misses the Mark

The most pointed criticism comes from customers who have encountered staff they describe as rude and unwelcoming. Becca Laury, a former barista herself, gave the location three chances and each time was met with what she termed "condescending rude baristas," calling it the "mean girl shop." Her review is a stark warning to potential customers, advising them to go to the nearby Pleasant Grove location instead for the fast and extremely nice service that Dutch Bros is known for. She even suggested that the company should send undercover patrons to witness the service firsthand, as it directly contradicts the corporate training focused on making people's day. This sentiment is echoed by Rosa Mendoza, who noted a "low level of energy no good vibes" during a visit that left her disappointed.

Inconsistent Quality Control

The inconsistency extends beyond staff attitude to the drinks themselves. Rosa Mendoza's visit was marred not just by poor vibes but by a poorly made "strawberry horchata." She noted that the drink, which is not typically pink, was an unusual color and tasted "terrible." This suggests a potential gap in training or a lack of adherence to recipes, which can be just as frustrating for a customer as poor service. When a customer orders a specific, customized drink, the expectation is that it will be made correctly, and failures in this area can quickly erode trust and loyalty.

The Verdict for the Orem Location

Visiting the Dutch Bros at 865 N State St in Orem is an unpredictable affair. On a good day, you might be served by a compassionate and efficient team member like Peter or Jamie, leaving with a perfectly crafted drink and a smile. The convenience of its drive-thru coffee service and its extensive, affordable menu are undeniable draws. However, the risk of encountering the opposite experience is significant and well-documented. The reports of rude staff and poorly made drinks are too numerous to be dismissed as isolated incidents. For those prioritizing a guaranteed positive and friendly interaction, the advice from other customers to visit a different location, such as the one in Pleasant Grove, may be worth considering. This location has the potential to deliver the celebrated Dutch Bros experience, but it currently struggles to do so consistently.

Key Takeaways for Customers

• Pros: A vast and highly customizable menu featuring specialty coffee, energy drinks, and more. Long operating hours (5 AM - 11 PM) and affordable prices make it very convenient. There is a clear potential for outstanding, day-making customer service.
• Cons: There is a significant and documented risk of encountering rude, condescending, or low-energy staff. Drink quality can be inconsistent, with reports of poorly made beverages. The overall customer experience is unreliable and varies drastically from one visit to the next.