BIGGBY COFFEE — Restaurant in Georgetown Charter Township

This had been our favorite coffee shop for several months until recently. I don't know what changed but it went from speedy and accurate service to wrong order after wrong order. The change happened sometime within the past 2 months and now our order is almost never correct.

The last time they messed up the drinks they remade it and gave us a free drink card so I thought we'd try them again today. Well my wife's drink was supposed to have almond milk because she's lactose intolerant and she didn't realize until half way though that something was wrong. Her stomach has been extremely upset since then so they must have used regular dairy despite me twice confirming the almond milk substitute.

Very frustrating and we've decided it's time to find someplace new. Hopefully they can figure out what's going on at this location.

Update: It's been a year since my last visit so I thought I'd try stopping there to get some hot cocoa for our Girl Scout troop while they did a cookie booth nearby. We have lactose intolerant kiddos so I went inside to order and made sure to request almond milk. Well the guy that took the order and made the drinks went ahead and started using regular milk while he was distracted with talking to the other employees.

Thankfully the lady he was talking to noticed and said he should remake it but he laughed and said it's not a big issue. Just as I was about to say something she told him again to remake it and he got all cranky but finally relented and remade the drinks.

This is exactly why I went inside. You cannot trust your order to be made correctly, especially if it involves an allergy or sensitivity. I would have been so upset if our kiddos had a reaction to the milk while trying to sell cookies to fundraise for the troop.

Stay far away from this one if you have any kind of food...

Dear Owner/Manager of Jenison Biggby,

I am not writing only to complain, but I have a couple suggestions to make that you will take to heart if you want to boost the number of customers in your store.

Only once have I visited your store and left feeling taken care of, ONE time out of 20 visits in the last year to the Jenison location. Today I again experienced the incompetence of your employees.

I do not expect perfection every time, there is of course human error. I especially understand because I worked at a Biggby myself for over 6 months, I know how it goes. But this is not a case of simple error. This is carelessness in your employees.

Every time I walk in they ignore me, as well as other customers, until I call out and ask for service. When I make a modification to my drink, they look at me like I'm stupid, and make the drink exactly how I asked them NOT to.

The milksteamer NEVER makes an effort to converse with the customer. In fact, when I'm not in the mood to talk to people, I PURPOSELY visit your store because I know how rude your employees are! You might pat yourself on the back for this, you shouldn't. I'm an avid coffee drinker, and you would gain quite a bit of revenue by adding just myself to your (non-existent) list of regulars!

Keep in mind that you have 2 Biggby shops only a couple miles from you, and also 2 Starbucks. Even if these other stores were out of my way, I would make the effort 90% of the time to avoid your shop.

The solution to these problems, is to take greater care in those you hire, or take more time to train them properly. Impress upon your employees the importance of PERC. The employee/customer relationship is so much more important than they (and apparently you) realize.

Sincerely~

A...

I have been a long time customer of this bigby for several years. Within the past year, I’ve been coming almost everyday if not every other day. I order the same exact thing when I come in. I’m not sure if they have new staff but the wait times and service have been horrible. I normally go through the drive thru because I have kids and it is very convenient for me. This location has messed up my order more than 3 times. I never complained because I know people make mistakes but today was the last straw for me. I didn’t want to be THAT customer but it’s only right that I complained. You charge me extra but don’t give me what I paid for? Thats just wrong. I also tip. You messing up my order resulted in me having to do extra work by parking my car, waking up my child from his nap to go inside and to end up standing there waiting. How inconvenient... I live about 7 min from this location and it’s very unfortunate. I do not recommend this location to anyone. If your in a hurry or on a time frame, your better off going...