BIGGBY COFFEE — Restaurant in Mason

I try not to give local businesses negative reviews. But the service we experienced this morning was absolutely unreal. Completely unprofessional and downright immature.

The vehicle ahead of us waited for what seemed like forever at the drive thru speaker. No employees acknowledged them. After several minutes they just pulled ahead.

When it was our turn to order, again the speaker was just silent. We waited easily 5+ minutes. Not a word was spoken to us - no polite “we will be right with you” or anything. Like the vehicle ahead of us, we had to assume their speaker was just not working.

So we pulled to the window and explained that situation, and they took our order there. And you’d think it would end there.

But after a couple minutes, rather than returning with our order, an employee childishly rips open their drive thru window and starts berating us about their speaker! I couldn’t believe it! I explained how two separate vehicles waited there without being acknowledged, so of course we’d assume it isn’t working. She yelled about it being our fault and we need to do this and that.

I was stunned.

She eventually stopped her tirade to do other business. But then she came back again to continue the argument! I’ve never seen anything like it. Other staff were pretty busy, but instead of helping them her highest priority was returning to the window to be rude and nasty to customers.

At this point I just demanded a refund. I won’t be spoken to that way.

The employee had to ask for help to issue the refund, which tells me there must be a manager around and they’re seemingly OK with this person unnecessarily drumming up drama with customers.

The employee who issued our refund was kind and polite, and told us in just a moment she would be back with the receipt.

As we waited, the original employee came back a third time and started yelling at us again! I could not believe this was happening.

I explained the other employee was getting our receipt, and she rudely snatched one off the register and handed it to us.

In all my years, I have never seen anything like this.

Previous reviews make it clear this is not a one-off situation and others have ran into this outrageously disrespectful employee.

I just wanted a drink, not drama. But it looks like this location only...

5 people working, but poor service and order coordination. There were plenty of rude attitudes and excuses. I ordered a breakfast bagel sandwich and French Roast bold coffee at the counter. Coffee was weak. I asked about buying coffee beans in bulk. This seemed to be a real problem, with the clerk unsure how many ounces were in a pound. 🙄 I was finally told buying coffee there cost $17/pound. 😲 "Umm no thanks." (I'll go to Meijer down the road 1 mile and buy Starbucks coffee for $7.99.) Then I waited. And waited. After twelve minutes or so, I approached the counter to ask the status on my sandwich order. I was chastised by a heavy set girl with a ring through her nose and hair pulled back. She snapped at me, "You need to wait. We have lots of orders in front of you!" She was apparently referring to the 4-5 cars in the drive-through, consistantly driving in and out. I was the only customer inside. Two men came in, ordered coffee and sandwiches, and were served their meals in four minutes. I went to the counter again. I finally got them to realize they had ignored my order without an apology. A minute later, Miss Ring-Nose with the lousy customer focus tosses my sandwich on the counter saying, "Turkey-Havarty." Then she mumbles, "Sorry" as she walked away, back to me. What a horrible example to the rest of the staff on customer service, and being contrite for an error. The tables and seating area were dirty. Half the tables were covered with crumbs, and many seat surfaces were filthy. The tile floor in front of the counter had dirt and mud stains, even though it was very dry outside and had not snowed in days. None of five employees made any effort to clean the dining area in the 40 minutes I was there. I do not understand how all the employees can be in a sour mood and lax on customer service. Maybe the store owner/manager needs to take them on a field trip to a Starbucks or the nearby Bestsellers in Mason to show how they might...

The overall appearance of the shop was beautiful! Everything was clean and it looked inviting. The reason my rating is so low is because my experience was very subpar. What attracts people to biggby is the hospitality of the workers and the warm and friendly environment they create. I was not greeted by either of the two workers there. The environment also felt just a touch hostile. Once they did come over, I asked for a 16 oz latte with extra whip. There is a modifier within the POS system marked as "big cup" which I did politely ask for. I was still charged for a 20 oz cup with no extra whip. Once I did get my latte it was steamed wayyy beyond serving temperature. When I took a sip it burned my mouth so much that my mouth went numb, I could barely even hold my cup :( When it did cool down enough for me to even take a sip I noticed that there was way too much flavor. This would be fine if I had ordered extra flavor but I did not. I also ordered a creme freeze that also had way too much flavor and ice chunks that weren't completely blended. I've worked within the biggby franchise for some years now and the culture of biggby is really important to me! This location has so much potential, I hope my next...