Beans Brews Coffeehouse - West Jordan

We visited this location tonight at 6:30 pm, but the menu lights were off. After waiting a few minutes, we approached the drive-thru window and saw the staff member disappear around the corner. After waiting a bit longer, we decided to leave, but as we made a U-turn, we noticed the same employee peeking around the corner as we passed by. It seemed like they weren’t interested in serving us, but luckily the staff at Dutch Bros. up the street were more than happy to help us.

The customer service at this location is incredibly poor. My husband and I were ordering at the drive-thru when a woman cut in front of us in line. Based on the response I received from management, it seems that if someone is having trouble with the menu, they are allowed to skip ahead, regardless of whether other customers are already ordering. Thank you for your feedback, Jaymie! We're sorry to hear about your negative experience at our Macey's location. We do allow guests who may struggle with the menu or have online orders to proceed to the window so they can be assisted quickly. If you have any additional suggestions for improvement, please feel free to respond to this message. Have a great day!

I strongly advise against adding money to their app! If you plan to use a reward, you won't be able to pay the balance of your order with the funds in the app since you can only scan it once. I offered to pay with my card, but since the remaining amount was less than a dollar, they insisted I pay in cash. Unfortunately, I didn't have any cash on me, so the staff member kindly had to retrieve some change from their tip jar!

When I went to sign the receipt, I noticed the total was over $16, which shocked me. I brought this to her attention, and her response was, "Your whole order has been a disaster... for two drinks?" She mentioned that she would refund the incorrect amount on my credit card, and I asked for a new receipt for my records, but I never received one. As for our drinks, I ended up with an iced vanilla latte instead of the hot one I ordered, but at that point, I just wanted to get out of there. Later that evening, I checked my credit card statement and discovered that the refund was not processed— I was charged $16.82 for a small frozen lemonade and a tall iced vanilla coffee. Unfortunately, I’ve decided I will never return to this restaurant.

When we called to address the issue, the employee who answered showed no concern whatsoever. We respect everyone’s dietary choices, but we do expect that employees verify orders to ensure customers get what they requested. What if this had involved a food allergy? It could have serious consequences if someone is incorrectly served. The fact that this happened is not just disappointing; it's genuinely disturbing.