BIGGBY COFFEE — Restaurant in Genoa Charter Township

I ordered a medium Campfire Cold Brew with cold foam through the drive-through, a $6.77 drink to which I added a $1.00 tip. Immediately upon receiving it, I noticed the drink was abnormally thick and sweet, so much so that after one sip, I realized I could not drink it. As someone who cannot consume beverages with such extreme levels of sugar and syrup, I returned to the storefront within minutes and stood at the counter — completely ignored — for several minutes until a staff member finally diverted the cashier’s attention from the drive-through. When I politely explained the issue, holding the drink with one sip visibly missing, I asked if I could exchange it for a plain cold brew with cold foam — a simpler drink of equal or lesser value.

The cashier’s response was shockingly dismissive: “No, you can order another drink, but I can’t just give you a new one.” I calmly restated my request, explaining that I could not safely consume the drink and had no interest in a refund. Again, I was told, “We don’t do that here — but I think Starbucks does.” The implication that I should take my business elsewhere because I had a health-based concern from the level of sweetness was not just unprofessional — it was ethically bankrupt.

When I asked for a manager, I was introduced to Carla, to whom I was then forced to publicly disclose my medical condition in order to receive basic assistance. As a healthcare professional with over a decade of experience, I find this moment especially infuriating. No customer should be coerced into disclosing private health information in a public setting to receive basic customer service. Whether intentional or not, this creates an environment that borders on discriminatory practice and violates basic ethical standards of confidentiality and dignity.

Carla ultimately allowed the drink to be remade — with no apology, no empathy, no acknowledgment of the policy failure or customer mistreatment that had just occurred. I later asked for the associates name for record and she declined my request.

This experience was not a matter of customer preference — it was a matter of bodily autonomy, ethical responsibility, and a blatant disregard for health...

A bit of a wait in drive thru and the cashier (Lola, who was a bit rude and very short with me) was unable to answer my question about whether the everything bagel has fennel. I am allergic and wanted to be sure, but she said she “didn’t know” and after a moment of silence, I realized she would not be looking into it further, so I just went with the Asiago bagel. This is just a reminder to staff to be ready and a bit more willing to answer questions when it comes to allergies. I don’t want to have to ask just as much as you don’t want to answer, I know it can be an inconvenience.

Editing to respond to the owner: I have since Googled the answer, but I did not plan on stopping at Biggby, so I was hopeful that when I did end up driving through, staff would be able to answer any questions I had about allergens, as other businesses I frequent have done so with no issue. This was my first time coming across a business when I ask about an allergen and the answer was "I don't know" with no follow up. I, of course, refrain from using my phone while driving and this was an impromptu stop, so I apologize for not doing my research beforehand. Staff should be able to find out basic information upon a customers request, especially when it comes to life threatening allergies. Removing a few stars from my review for...

The coffee is usually always pretty good but I find it nasty that the lady in the drive through window was eating a bagel while handling my order… just kinda gross to me especially since I’ve worked at a coffee shop before that’s def not something professional or that an owner would want a customer seeing… it made me worry that she had cream cheese on her fingers or food crumbs that she was getting on my cup since she clearly wasn’t washing her hands since I watched her take a bite of her bagel right before she took money out of my hands and then touched the register screen. I just feel like if you really need to eat that bad you wait until there are no more customers/orders and then you go eat in the back where nobody can see. This lady looked like she was in her 30s at the very least so she def knew better. I just don’t know once place that wouldn’t consider that a safety hazard or rude. Also find it annoying then when u order a cream cheese bagel in the drive thru they make you put it on yourself (why am I ordering this in a Drive thru to be fast if I literally have to pull over to put the cream on?) but when you order a bragel they can put the cream cheese on? It’s giving lazy and...