Woman reports a tooth found in her Dutch Bros. drink. Nearly a week later, all her family members’ accounts are suspended: ‘i am so upset’

A TikTok user who posts as Koy (@koyahna) said in a video that she found what she identified as a tooth in a Dutch Bros drink and later received an update from the company. On-screen text in the video reads, “DUTCH BROS UPDATE IM P—-D.” She recorded the clip from inside a car and tagged Dutch Bros Coffee in a caption that began, “IM SO P—-D OFF RN… tag Dutch bros please!!!”

Koy said the drink incident took place on July 24, a Friday. She stated that the update video was filmed on a Thursday, almost a week later. She said she had finally reached someone who sent her an email after that delay.

The TikTok video showed a close-up of a clear plastic cup holding liquid and several small, irregular, light-colored objects at the bottom. Koyahna identified those objects as the tooth. The post had gained 450,600 views, 25,200 likes, and over 1,500 comments.

Email shown in the video cites one-account terms and asks for details to merge accounts

She also showed a screen in the Dutch Bros app that read “Technical Oopsie.” She said she still liked the chain and would have gone back for her favorite drink, the Campin’ Blended. “I am so upset about this, actually,” she said. She added that she wished she had never called because she no longer had the accounts. “That’s how Dutch Bros decides to handle problems,” she said. “That’s how Dutch Bros decides to handle a tooth found in their coffee.”

Koy posted a series of videos on the incident. In a later TikTok video, which she labeled “The final update but not the end,” Koy said a man named Adrian from Dutch Bros called her. She said he told her the company had run an internal investigation with the cookie dough manufacturer that supplies the chain, because the dough is not made in-house. She said they also looked at whether the object, which she identified as a crown, had come from any Dutch Bros workers.

She said the company told her it did not find that the crown came from its workers or from the cookie dough supplier, and that the supplier has a strict policy and does not claim fault. She said she kept asking what that conclusion meant and whether it meant she had put her own tooth in the drink. She said Adrian replied that that would not make logical sense.

She said she then asked where the object came from, if it did not come from Dutch Bros or the manufacturer. She said he repeated that the internal investigation was finished, the case was closed, and the company had not found evidence that the object came from them.

Koy said the exchange felt like arguing with a toddler. She said no company was likely to admit a health violation. She said she filed a claim with the health department and sent the facts and evidence she had. She said she was also in contact with a pro bono lawyer and needed to pay a deposit by the end of the month before the lawyer would officially take the case. She said she had been required to give Dutch Bros time to finish its review first.

She said this would be her last official update video until the matter was fully closed, the same rule she said she followed during an earlier malpractice case. She said she would still post commentary and jokes. She described the company’s answer as them saying it was not them. Such customer service frustrations can take bizarre turns, as when an NYC woman was bewildered after Dunkin handed her a toilet plunger with her drink.

Viewers focused on both the object she said was in the drink and the account suspensions. One commenter wrote, “Wtf how is finding a tooth in the drink your fault ?!” Another wrote, “Time to look for a lawyer.” Such disputes over foreign objects in drinks can escalate quickly, as when a Texas woman asked Applebees for a refund after finding a fly in her drink.

A third pointed to the wording of the email she showed and wrote, “It appears the email read: “member can only have one active account. The multiple accounts have been suspended, and we need you to verify the following information to merge your accounts.” The big word in there is MERGE.”

Others told her to stop saying Dutch Brothers and use Dutch Bros. One commenter wrote, “Yall missing the picture someone’s tooth was in her coffee and have evidence of it.. so they worried about the account instead of fixing their mistake.”