BIGGBY COFFEE — Restaurant in Kalamazoo

"Great reward program, decent coffee, friendly staff" -(This was my old review) I have been patronizing Bigby at West main/WestWood for six years now, and often order the same thing every time due to dietary restrictions. I order a shot of expresso with a cup of ice and or ice water and a shot of coconut milk (I am lacotose intolerant) I may pay upwards to 3.00-5.00 for this small order(plus tip) every time. I add my own sugar free beverage and need the expresso and spot of milk to complete it, as Bigby as limited sugarfree options. Last week, I came in to order my usual and a new manager was working. I asked for a spot of coconut milk. She then began to upsell me, told me next time, I should order a latte and that I had to be charged for the milk after I paid for my order. I told her this was the first time I'd ever been charged for coconut milk. She explained that corporate was cracking down on baristas offering cream for free to customers and that they should have been charging for cream/milk all along. I mentioned that they should post a sign stating there is a charge for creamer/milk, as I thought it was upon request. After paying for my shot of expresso plus tip, I decided to get a refund. It was humiliating to be called out after I paid for my order. I explained I was not trying to "hack" the system or make a Americano, or latte. I am lactose intolerant, and a Americano is to much caffeine. I explained my caffeine restrictions as a former Bigby barista gave me like 10 shots of expresso?(just a guess) for "free" in a Americano in 2022, & I had to call the ambulance for heart palpitations. Definitely do not want anything for "free" again. As I asked for a refund, I turned and asked a customer if they were charged for cream. They politely nodded yes. The new manager (Who was working as a barista) yelled at me and told me not to speak to "her" customers. I explained it's a coffee shop, people come there to socialize and can speak with one another. I then saw she was trying to escalate things as she was issuing my refund by crying uncontrollably as if I have done something to her. AKA- "weaponizing" her tears, a typical tactic to make herself a "victim" when in fact, she insulted me as a paying customer. I was embarrassed for her lack of composure and inability to realize the customer should be happy when they leave, so they come back. Yes, I was perturbed, but this whole thing was petty to argue over. We are talking about a spot of milk, not a glass!. She gave me $5.00 in cash back(I used debit) in a spiteful manner when my order was only $3.53 cents, plus a dollar tip-just to get me out of her face. Yet she complains about corporate watching cream consumption. For the record, I get such a little amount of milk, I am not sure if you would be able to quantify it.? A spot of cream is what? 50 cents?. Can't they pour it to insure it doesn't go over a "spot" just as they pour a shot of expresso.? I called Bigby and asked to speak with the regional manager (Katherine) and never heard back from her. I looped back with her twice and no response, thus why I took to changing my once stellar review of this establishment. I have met the owner before as I frequent this Bigby. He is a nice gentlemen, very friendly!. I would like to reach out and speak to him about my experience since I am getting no response from regional management. I have met another regional manager in person. She happened to be there as I was enjoying my expresso and I struck up a conversation with her. We casually discussed the condition of the carpeting at this franchise and whether they had a contracter who cleans for them as I knew of someone. Hopefully someone can speak with this new manager and explain there is a way to use tact when upselling or telling a customer about a policy and or use her emotional intelligence, as she seems to have none. If there is a policy or price change, or your baristas are not following this policy for everyone, please post it so customers can see this as it is the courteous...

I usually come to this location a lot and haven’t had any issues, until today. Made a mobile order early in the morning waited about 20 minutes before I headed out to pick up my breakfast before work. I get there and there is only one person working the whole shop. She was backed up with doordash orders, mobile orders, and in house orders. 45 minutes go by she is finally have time to get to some of the mobile orders only to tell us that she hasn’t started not started on mine and that they were out of ingredients so she couldn’t giveme what I wanted. So I told her that it was fine and that if it is possible to cancel my order and reverse the charge since I never received my order. She told me yes and that the manager will take care of it and I should be getting a call from them. Well, by the time I got off of work, I came back to check and see if they were working on it, but the manager so happened to just walk out the door and I haven’t heard anything from them. That girl during the morning shift deserves something for trying to keep up by herself, and I just want to make sure that I am getting...

I'm at work and had biggby door dashed from this location. I got a call 2 seconds after placing my order from a female that stated that they didn't have any chocolate chips and she just wanted to let me know. Cool. No issue there. When my order actually arrived at my place of employment the entire order was completely different. I had ordered a large mocha mint frozen and a plain sausage and cheese bagel. What I had received was a small who even knows what drink, and a cookie. Seriously! I called the restaurant and talked to a male who was very rude. He told me that they shut down the bagel machine early and that there was absolutely nothing he could do unless I wanted to come in and get another drink. Mind you...im at work until 8:30 and they close at 7pm . My order was placed at 5:15. Needless to say Doordash refunded my money, and I won't be dealing with this place again. Management....train your people! Get your...