BIGGBY COFFEE

We commonly frequented Biggby because of their excellent customer service. Having food allergies and sensitives staff was always happy to assist in making our items safely. Overtime items started being prepared not as ordered and staff would show attitude when told that is not what was ordered and it was due to health concerns and couldn’t safely be removed or ingested. To alleviate this response by staff, we began ordering with clear directions. This in turn would result in a lecture by staff about that product doesn’t come with that or it is not necessary to state “no xyz” as the item does not come with that. However, many times the item would still be prepared incorrectly, after my request was originally met with a lecture. Staff would be unprofessional and frequently confront us saying we didn’t state that, then check the order ticket and find they lashed out unjustified. It is not isolated to me as myself and three others (different ages and genders - eliminating the option of thinking I was just being misheard/understood) have all tried to order here and request items be excluded due to allergies and the staff either ignores the request or are verbal in their disapproval of me not wanting to suffer a reaction and to just pick it out/scrape it off/eat it anyways. This has been a trend for the past two years. I would stop ordering and then wait a while and try again hoping staff would change over or they would’ve received training on handling and sensitivity toward preparing orders for those with allergies. This was not the case. I grew tired of paying for items that could not be eaten, staff would not remake the item or offer a refund. I made the unfortunate decision to stop visiting Biggby. Recently, I was ecstatic to find them on a food delivery page! This would prevent order errors resulting in a harmful reaction as it was in black and white text what was being ordered. After three tries and each time the order arriving with items that were requested to be excluded/removed due to allergies, I’m again left leaving as a customer. It’s unfortunate that a restaurant can be undertrained and unskilled in proper food handling and prep skills, taking the rude behavior of staff towards something I wish I could change out of the equation.

Terrible service over the last few months. The staff seem like they don’t even care anymore. Used to be a great location, now I steer far clear of here.

This Biggby sure has changed. I used to stop everyday on my way to work. The last few times I’ve stopped my order has been wrong, & the service is far from what it used to be. Very sad… I don’t think I will try this store again.

I stopped by to get coffee for a group. They said typically I need to give a days notice but they started brewing right away and I was able to get it anyway! Very friendly and helpful.

I'm from out of town, but we always stop at Biggby when we are visiting. They make a pretty good drink, but sometimes it is not consistent or takes forever. Nothing bad enough to not go back.

Worst Biggby around. Ordered from Grubhub twice. Order was completely wrong delivered. Second time I did a pickup. Sat outside in the cold while one of the employees watched me. Finally had to call to tell them I was here. They said they had to cancel my order because it was within an hour of closing. Won't be returning to this store.

Service has always been 110%. I have come to know the staff and have always been impressed with how professional and friendly they are. Bob, Rich, Jon and their staff have developed the best Biggby location I have experienced.
The only reason I could not give them 5 stars is because of the intermittent wifi. When I come in to work on my laptop it is mostly a struggle to get adequate service just to read email. Then the next time I have no problem taking a class online.
I have observed the staff taking extra time with customers (especially seniors and children), and regardless of time of day, they all are encouraging and positive. They have also assisted with community charity events.
I have read a few of the negative comments and do not find them to be even remotely accurate. I have observed them when dealing with walk in and drive through customers with matching, excellent service. I have seen them deal with stubborn and rude customers and they still get an A+. When my family and I come here we are always made to feel welcome, and are uplifted regardless of how our day is going.
If you want to kick pff your day, kick back and relax with a great cup of coffee (tea or other) and read, wind down, meet with friends or a date, this is your destination.
Well done Biggby Rockford!

Had to wait for 30 minutes at drive through and was forgotten about. Was given 2 free drink tickets. Tried to use them today. Wouldn't accept them. Accused them of being counterfeit. Not thrilled with biggby lately. Have not had good service for the past several times.

Will never go again. The manager lied to me about smoking in HER drive thru line. She told me there are signs. There are no posted signs and she was rude and asked me to leave. Fine I will never return

Both 24oz drinks were short on beverage. One had to be remade the other was not right but didn't know until after I left. Staff was nice.