Complaints

This profile includes complaints for Scooter's Coffee National Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Scooter's Coffee National Headquarters has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Scooter's Coffee National Headquarters

  11808 Miracle Hills Dr Ste 400 Omaha, NE 68154-4493

• 

  Scooter's Coffee National Headquarters

  10500 Sapp Brothers Dr Omaha, NE 68138-3884

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've sent emails to customer service support three times and never gotten a response. Our contacted the store because I needed to cancel my order. They told me to call support which did not work because no one picked up and I got charged for the order. I've been trying to get a refund ever since and people that I talked to at the store today were extremely rude and said there was nothing they could do. The order was placed March 31st for $8.47 at store number *** in St Cloud Minnesota on ******** ******.

  Business Response

  Date: 04/30/2025

  Our Corporate Customer Service team refunded the payment on 4/8/25.
  

• Initial Complaint

  Date:02/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a $100 gift card in December for my neice and nephews. I emailed it to them for Christmas and they recently tried to use the gift card for the first time. They were told it had a $0 balance on it. My records show it still has $100 on it and when I tried to reach out to customer service to resolve the issue, the only answer I get is that there is a $0 balance. No one is helping me correct the issue or explaining the discrepancy.

  Business Response

  Date: 02/18/2025

  We apologize that the customer and their gift recipients had this gift card experience. Our customer service team has been in contact with the customer and are adding two $50 credits to the gift recipient's Scooter's Coffee app account. One will process today and the other will process tomorrow. 

• Initial Complaint

  Date:01/31/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our family went to get coffee on Veterans Day due to a FB post and Website advertisement with a special offer for service members. (We double checked before we went.)
  The ads (both) claiming a free beverage to ID holders. This location did not deliver as promised and we were made to pay for 2 out of the 3 drinks we ordered. The employee stated that the free beverage was one per car not id as stated in both advertisments however this location is drive thru only with no way to get out of vehicle and order separate drinks.
  Background:
  My husband served 23 yrs in the United States Army with myself and our 2 children by his side, he has since retired and is of Veteran status. We had 3 Military IDs in the car. (Drive thru only location)
  This location is within 10 minutes of the front gate of our Military Instillation.
  The advertisements boasted free beverages at any location to Military ID holders. This was not honored.
  The undelivered promise this Veterans Day to all of the service members, Veterans and direct family members in our area on this day was in my opinion a disgraceful marketing gimmick.
  
  Our FB direct message from that day have gone with no action or contact from the company.

  Business Response

  Date: 02/04/2025

  We are sorry to hear this promotion did not meet expectations as intended. If each of the three veterans were in car with their valid military ID, they each should have received a free medium drink. We will speak with the store owner and clarify details around our promotions. Thank you for letting us know. 

  Customer Answer

  Date: 02/06/2025

  
  
  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

  Date:01/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/1/2025 6:23a.m. ********* ******** Scooter's
  ********* was taking orders and alone at the time. I placed my order and clearly asked for a large mocha blender with whip and no drizzle also donuts. The nurse behind me ordered her drink and we then waited for our orders.
  
  When my order was called, ******* said mocha with no whip. I indicated I ordered with whip. She then said-- you could ask nicer maybe say please next time and proceeded to say she has no patience for me and I should have the day I deserve.
  She was sarcastic and smiling the entire time she insulated me. The nurse that was with me was speechless. I was nothing but polite to the Scooter's employee even after she didn't make the drink right, she was unprofessional and rude for No reason.
  She also never gave me my donuts after the insult and started waiting on more customers. Her Supposed manager came in minutes later and we told her what happened. She said she would address her. No idea if that ever took place. About 10 minutes later my nurse coworker went down to get the donuts for me and the employee and manager were laughing and whispering to each other and said the donuts are over there and pointed to the counter.
  
  ******* also insulated another nurse, *****, a few hours later who ordered a salted Carmel blender and asked for extra salt. ******* had to give her sarcastic reply and say adding more salt won't make any difference. When the drink was ready, ******* said here's your extra salty drink in a sarcastic voice. Hospital staff don't deserve to be disrespected. We are coming to Scooter's for a quick break to make our day a tiny bit better, not to be insulated because the employee is unhappy and gets away with being rude to customers. The reply from the owner was short and I do not believe this issue was resolved. This isn't the first time this has happened.

  Business Response

  Date: 01/11/2025

  We are sorry to hear about these recent experiences at the ********* ******** franchise location. At Scooter's Coffee, it's important that each customer interaction is amazing, and we understand your disappointment in the experience and resolution. We are reaching out to the ownership to discuss this complaint.

  Business Response

  Date: 01/14/2025

  We spoke with the owner and they let us know they sent an apology to the customer right away after this incident happened. They also spoke to the barista about how the interaction was handled incorrectly and the proper way for future customer service interactions. 
  

  Customer Answer

  Date: 01/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I would like a sincere apology from ******* and the person who indicated they were the manager.  
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:10/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 3rd 2024, I purchased two large blender coffees and a courage cookie from scooters coffee in Farmington Missouri via the Scooters App. Scooters doesn’t make it until you get there and check in. I went the very next day to pick it up and the local store said if you don’t pick it up by close of that same day the order falls off but they couldn’t reimburse me for it. They told me to contact cooperate office for the refund. Since then I have repeatedly tried getting ahold of them via telephone and email. I have heard nothing back from them . I want my refund back.

  Business Response

  Date: 10/15/2024

  *Customer emailed CSR on 10/11/24 at 6:34pm. We forwarded the message to the franchisee who responded back stating they had contacted the customer and waiting for additional information, all taking place Monday, October 14, 2024.

  Customer Answer

  Date: 10/15/2024

  
  
  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

  Date:10/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a mobile order for two drinks on October 10th at approximately 7:22 pm after seeing that my local location was open until 8:00 pm. I arrive approximately 7 minutes later, and the entire place was closed. There was no way to get my order. So because this location was supposed to be open until 8:00pm their mobile ordering was still live, however whoever was working that night closed early, for whatever reason. So I got on the app to see if there was a way to cancel the order, and there was not. So I decided to contact customer service and received a follow up email the next morning, with absolutely no aknowledgement of the issue, told me that they would "forward my comments" to that location to have them handle it and it could be 3 business days before I heard from anybody, and if I hadn't, then I could reach out again to customer service. I emailed back asking for a refund to be processed, with no communication back. I just want my money back for this order, seeming how I never received it. I have included screenshots of my order, the email I sent to customer service, and the ridiculous email I received back. I just want my money back without having to file a chargeback with my credit card. And yes, I did feel that filing a complaint was the necessary choice due to the fact that everything that has transpired with this transaction was 100% the fault of this company. This particular order was only the second time I had tried to order from this place, and only the first time trying to use their mobile ordering. I most likely won't be retuning after I have received my refund.

  Business Response

  Date: 10/15/2024

  Customer had emailed CSR on 10/10/24 at 9:54pm referencing a Mobile order that was placed the same morning at a closed location. The CSR team forwarded the original email to the franchisee and letting the customer know they would be reaching out within the next 3 business days on 10/11/2024. ******** did not want the 3 day timeline and demanded a refunded from corporate. We responded to her from the customer service email stating each location is franchised owned and operated and would be the best resource on 10/14/24.

  Business Response

  Date: 11/01/2024

  Customer submitted a chargeback and we are working through that direction for refund with the credit card. 

  Customer Answer

  Date: 11/01/2024

  
  
  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.
  
  

  The company didn’t actually do anything to satisfy this issue. I had to file the dispute with my credit card, and was not issued a refund by the business. And to this day I have not heard from the owner of this franchise location, even though I was told by two customer service representatives AND the headquarters itself that I would hear from the owner within in 3 business days to handle the situation, and that was my ONLY option. I did all the work to get my money back, and this is a very poor reflection  of this company as a whole, not just this franchise. The only reason that I’m closing out the complaint is because my credit card company did in fact reverse the charge and I did finally get money back. There is no reason to continue this. I will not be back to any scooters coffee location and I will discourage all friends and family from spending their hard earned money here as well. The way that this matter was handled was subpar at best, and that’s unacceptable. 

  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:07/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  You can never get a hold of customer service to get anything taken care of. I have been calling and emailing since 7/18/24 asking them to give me my points for my purchase because the location I went to, their scanner was down. No one person has emailed back, called or put the points on my account. There has been no contact what so ever.

  Business Response

  Date: 07/30/2024

  We apologize for the delay in customer service response. This has been taken care immediately. The Smiles were added to customer's account on 7/30/24 and an email was sent to the customer with the information.

• Initial Complaint

  Date:03/28/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb. 28th, 2024, I purchased 2 gift cards online. One for $10 and one for $20. There was no issue with the $10 gift card.
  The $20 gift card, however, was never sent. I do admit that this was my error as there was a typo in the email address that the card was to be sent to.
  I have contacted Scooters "customer service" (and I use that term loosely) 3 or 4 times now and there is no way to talk to a live human being. They have a recording where you can leave a message, which I have done with my contact info. Or you can send an email, which I have also done 2 or 3 times now without them reaching back to me.
  Resolution: The gift card needs to be sent to the email address: ***************************************  OR ******************* 
  I have wasted over 2 hours of my time trying to take care of this and can't believe a national restaurant chain would act in this manner. I am attaching a screen shot of the receipt off of my phone. You can clearly see the typo made in the email address (there is a o where there should be a p - again, I admit my fault). But it's RIDICULOUS that no one will contact me back!

  Business Response

  Date: 04/03/2024

  We apologize for the miss in communicating with this customer after their outreach to Customer Service. We have reached out to the customer and have provided a credit to both the customer and the intended party of the gift card.

  Customer Answer

  Date: 04/05/2024

   
  
  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

  Date:03/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beginning on about Feb. 25, I became unable to log into my mobile app. My account has a good amount of accumulated points and a few free beverages attached. Since losing access, I've taken several measures to correct the situation, including uninstalling and reinstalling the app, following all instructions to log in to confirm my account, etc. -- all to no avail. The Scooters' website "Contact Us" page is unresponsive on the initial "Type of Message" prompt -- to blocked in that respect as well. Next, I attempted to contact corporate customer service for assistance. I left several messages via phone and have not, to date, received a reply. I contacted my local store and (after basically laughing in my face) they directed me back to corporate for assistance. All attempts to log into my account have been blocked with the message:
  
  "The account sign-in was incorrect or your account is disabled temporarily. Please wait and try again later. "
  
  Normally this would be no big deal -- I'd just start another account. But this appears to be a blatant attempt to get out of honoring the promotional beverages earned through previous orders/points.
  My purchase history can be obtained via my e-mail: *********************

  Business Response

  Date: 03/18/2024

  We have reached out to the customer but have not heard back as of 3/18/24. Our app records show that they have since been successful in logging into their app account. We are still working to follow-up with the customer though to ensure their needs have been met.