BIGGBY COFFEE — Restaurant in Wyoming

My husband went to the Biggby location on 28th St SW near Michael in Wyoming on 12/17/2020 for a frozen Caramel Marvel and a frozen Caramel Mello around 4:45pm. After the third sip of the drink, I noticed a small plastic piece in my mouth. I really didn’t think too much of it until he took a drink of his and noticed the same thing. We then started scooping out pieces of plastic with a spoon, that could pass for ice. I called the location and spoke to a female employee, whose name I did not catch. I told her that my husband was just at that location and ordered two frozen drinks (I didn't immediately tell her the flavors) and that we found plastic pieces inside of them. She apologized and said that we were welcome to come back in and they would make us new beverages. After I told her I wasn't quite in the mood for a new drink, I told her that I wanted them to be aware that somehow plastic ended up in our drinks in case there was anyone else they sold blended beverages to. She then said, "It was from the top of the blender that fell into the drinks. I'm really sorry about that." She then offered to have a manager refund us the cost of both drinks and when I asked her if she needed us to bring in the drinks, she said "no, I know which drinks they were. It was a Caramel Marvel and a Caramel Mello. I can just look it up on the register and it will be refunded usually within a few days." She apologized again and thanked me for "understanding", and we hung up. After I hung up, I ended up straining out a good 1/2 cup of noticeable plastic particles from both drinks. Some of the pieces were small enough to feel gritty in my hand, so I’m sure with 2-3 big sips that I definitely ingested some of them. This is when I started to get a bit more upset about the situation.

If the employee knew what the plastic pieces were from immediately after I asked about it, then does that mean she knew the blender lid or whatever was broken or missing plastic pieces? She had to blend two different beverages, so wouldn't that be obvious after the second drink was blended? I would think the blender cup has to be rinsed after each beverage, right? And if so, why weren't the two drinks dumped out and re-made with a new blender?

The employee also seemed to know exactly which drinks were mine, so could that mean it wasn't busy and there would've been time to re-make those beverages? Or was this an intentional act?

I am most upset as to what would have happened if I were to have ordered a frozen kids drink and have given that to my 3 year old in the back seat. Possible choking hazard?

I have yet to hear anything back from the manager at this location. I DO NOT RECOMMEND!...

To say I received HORRIBLE customer service this morning is an understatement! I'm not normally one to complain as I have worked in the restaurant industry before and currently work with the public in customer service, but this morning was AWFUL, from the barista in drive-thru to the 'manager' I spoke with.

I had asked if they still had the energy bolba drink, was told yes; so I ordered. I also had ordered the sausage egg and cheese bagel without the egg. When I pulled up to the window the drink was blue. That was different from in the past so I asked about, the barista replied, 'that's what you ordered, so that's what you got.' And then hands me my sandwich. I look at it, and there's egg on it. At this point with the drink not being what I want/ordered, I handed the items back and asked for a refund. The barista slams the window shut and I'm approached by a manager. She comes to the window and says, 'now what's the issue here?' I explain and show her a picture of what I want only for the reply be, 'oh well we haven't had that since April.' I said, "okay, well I'll just take a refund because this isn't what I want." She hands me a card and says I can't and won't do refunds at a store level, call the number for your issue to be handled. So I call the number, get a recording saying if you have an issue, please refer to the store. Going in circles here I was able to leave a message, however no call back. So I tried calling the store, no answer and left a message. We are now hours later, no communication,...

I ordered my drink and I was told my total would be given to me at the window. When I got to the window the kid just took my cards. I said, "wait, how much is it?" He told me the price and it was about 20 cents more than usual. I usually go to another location, so I thought maybe because it was a different location. And then he said "it's that much because of the up sale". Hold on, what up sale? They were busy so I just let it go. I asked to add $1 for a tip. Then he says "how are you doing today?" I said "pretty good" He looked really annoyed. Then he puts his entire palm on the lid of the cup and says "nutty buddy" That isn't what I ordered. I repeated my drink and he said "yeah" First it was probably 20 oz not 24 oz you could see a huge gap between the lid and where it was filled. Second you are touching money and people's cards all morning. Your hands are dirty my dude. Third the drink was terrible 😔 No flavor and burnt milk taste. So disappointed and I didn't want to turn around and ask them to fix it because I knew they would just argue and make it the...