BIGGBY COFFEE — Restaurant in Summit Township

Their customer service is trash. Let's start with I was polite. I let the girl on the speaker I was far away when she greeted me. She said she would get back to me. I was okay with that. Then she takes my first drink order. She waits about 30 seconds says they don't have oat milk (that's okay substitutions aren't the end of the world as you'll see this was not the problem) replaced it with almond milk. She asks if I want anything else, yes hun I have 3 more drinks. Give the second order. She says no salted Carmel. Okay. A plain Carmel mocha sweet foam cold brew would work, she ignores the mocha. Repeatedly. So I keep saying caramel mocha about three times. She is getting frustrated with me (???!!!!) at this point. And asks me what size, I have told her this three times as well and say yes LARGE. She asks me if I want anything else. (Now I'm annoyed) Yes, as I said, I have two more drinks to order. I order that, she puts it in and doesn't ask a size, and just says "anything else!?" Yes I do but I need a size on that last drink unless we are just guessing today (again, I'm annoyed now) with attitude ask what size then, I'll take a medium. And asks again if I have any more drinks. Now I'm livid. I said "yes I've told you this but never mind that's it for me". I am not being nice now. I'm angry. Get to the window and the girl cashing me out says I was rude from the start to a 16 year old blah blah blah. I said maybe you should have been a better team mate when you heard her struggling and helped her. "She's only been training 2 weeks", scusssseeeeee meeeeee. I have worked in restaurants. My training never lasted longer than a week. What are they doing that she isn't fully trained? Then the manager who looks like she is 21 at most tells me she wants me banned and there are other biggby down the road. I said "you're right, I came here because I thought it was the best biggby in Jackson. Obviously I was wrong and I won't be back." I won't. The last time I was treated like this was at a McDonald's during Covid, and I don't go to that location. When management is poor so is the store. Period. I won't be back and I home no one else goes there. The one in spring arbor will get my money from now on. To the owners: fire your manager she obviously doesn't know how to train or talk to...

Typically this Biggby is awesome, but today the drive through was taking wayyyyy too long. When I finally got to the window, I realized why ! Not only did they have like 7 cars in the drive through, there were like 6 people in the lobby. ( good thing I didnt go in..LOL ) The nice young man taking care of me seemed a little flustered but very professional. I then realized there were only 2 people working. Well that explains it ! Why in the world would they only schedule 2 employees on a Saturday? I frequent this Biggby like 6x a week. They are always busy on Saturdays, but usually they are right on top of their game ! They should have at least 4 people !! I just dont get it ! They usually have 3 people even during the week, I felt soooo sorry for the 2 that were working, and they did an incredibly awesome job considering the situation. I think maybe management needs to re-evaluate...

Bigby is very hit and miss. When made correctly, the drinks are fantastic. However, they are not always made the same way. I used to go there every morning and get the same Carmel Marvel I always got. Sometimes it was good, other times not so much. I believe some of the staff leave milk products (whipped cream) out of the cooler and cause it to spoil. That's what it smells like to me. I have seen the cans of whipped cream and bottles of milk just sitting on the counter many many times there. Letting it warm up and then cool off again is definitely not ideal for any dairy products. Get it together Bigby. When your good, your good. But the uncertainty has kept me away for...