BIGGBY COFFEE — Restaurant in Saugatuck Township

I ordered a hot mocha, a mango blood-orange freeze, as well as a sausage egg and cheese bagel. The mocha was good. And so was the bagel. But when I tasted the “blood orange and mango” freeze it tasted like sherbert ice cream. No taste of blood orange or mango what so ever. I was kinda disappointed cause I wanted it to taste like the fruit it described. But instead it tasted like crushed up smarties and ice cream. I came back up to the window. I apologized for the inconvenience and explained the it didn’t taste as described and I’d like a banana berry freeze instead in hopes it would actually taste like fruit. They then told me I’d have to pay for a whole other drink. I politely declined that offer. Overall, I was disappointed that the person at the window agreed with me that it didn’t taste anything like what it described. Then this girl, who just agreed with me that it tastes like sherbert, looks at her manager and then looks back at me saying I’d have to pay for another one. I really love supporting Michigan businesses but this just seemed like a gross neglect of customer service. I’ve worked in the service industry for many years now , and customer satisfaction was always my main concern. Especially if a menu item was improperly described. At the end of the day I want to spend my hard earned money somewhere where they value it I didn’t get that here. I will not be going back. Love Biggby but this group of staff did not care if I got what...

This was my first time trying Biggby Coffee! Traveled from Chicago for a family vacation and this was the only negative experience about my trip. The customer service is terrible! The cashier was very unpleasant as she was acting as she was annoyed by our presence. We overlooked that but as my daughter ate her sandwich she noticed the middle of her sandwich was ice cold! I notified the staff and the girl who I told looked at me weird and said , “well, why did she eat it half way?” I’m like you can touch it since she was assuming I was lying. We spent almost $60 bucks and one sandwich was ice cold so of course it should be corrected without an attitude. When the replacement sandwich was brought out, the window was slammed shut after placing it on the counter with not even a thank you or an apology. This is completely unacceptable and disrespectful. This is touristy location so to think that’s the staff employed at this location is beyond me! Terrible first experience and would not recommend going unless attitude...

Mostly always friendly service. Out of all the Biggby’s I have ordered from, this is the only location where I am asked when providing payment if I would like to leave a tip. I find it to be rude and implied that I “owe” a gratuity. I feel as though the employees are playing Russian roulette at the payment window. And it is not about the tip itself but the way it is asked “do you want to tip?” I find it very unprofessional and impolite. I understand they have a payment process where it prompts a tip percentage but no need to be rude and feel prompted to ask everyone. Customers know they can ask to tip if they felt the service was good.

I would like to suggest how employees can politely encourage a gratuity.

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