Biggby Coffee

Good evening,My name is [redacted] and I am the Customer Service Manager at the BIGGBY COFFEE Home OfficeI want to make sure that I fully understand how this process works and that I am the main point of contact for this accountI believe we were in contact with a representative regarding this complaint ( [redacted] ) and I have spoken with this customer via our feedback channels as wellPlease see below.My best, [redacted] v\: [redacted] o\: [redacted] w\: [redacted] Wed 6/24/4:PM Hi [redacted] Thank you for taking the time to reach outWhen it comes to our limited time offer items, they are not listed on our menu boardsThis is because our limited time drink offers require special syrups, sauces, and garnish to be brought inThe marketing materials that go up for seasonal drinks, like the Butterscotch Mocha Latte are also only displayed for a limited time and are sent to all storesBecause some stores are in different price categories we don't include pricing on those marketing materials so the materials are good to be used in all locations When it comes to our frozen drinks, our Favorite Lattes menu board shows the $upchargeIt is listed next to the image of the drink itselfUnless the store has incorrect menu boards posted, this upcharge should be listed All that being said, I'm sorry for your frustration and though I can't make any promises, I will pass your comments on to our Marketing Department They definitely refer to customer feedback when looking at new ideas or improving on current ones!! Thank you again for sharing your thoughts and I do hope you have a wonderful day! Best, [redacted] --Customer Service ManagerFanatic FactoryBIGGBY COFFEE From: BIGGBY Mobile < [redacted] Sent: Wednesday, June 24, 2:PMTo: BIGGBY FeedbackSubject: BIGGBY Mobile Contact [redacted] Biggby LocationA Way DrGrand Haven, MIComments:The advertising inside the store does not state that there is additional charges for coffee if ordered iced or for seasonal optionsI was charged an addition $for ordering and iced coffee and an additional $for it being a seasonal blendThe advertising inside the store did not state there any additional charges applied.When I asked the employee about it - they stated that they only used the signage that they were given and that several people questioned the additional charge and why it was not postedThey also stated that the drive thru window signs do state the additional charge applicationThere was also a chalk board at the store that could have shown these fees - but did notWhen I asked the employee why these charges were posted - he responded that they only use the signs they were given and if I have an issue to take it up with the home office.I believe this is a truth in advertising issue and have filed a complaint with the Revdex.comYes, you may use my comments in your promotional materials.________________________________________ From: [redacted] Sent: Wednesday, June 24, 1:PMTo: BIGGBY FeedbackCc: OperationsSubject: [redacted] *** called She just visited the store in Grand Haven just off Hwy on the corner of Jackson Rd They are displaying pricing boards that do not reflect the $upcharge for frozen drinks This is illegal She just saw something on the news about a business owner that was fined for this When she asked they told her that they had to display the boards from the Home Office and we issue boards without the upcharge listed Email: [redacted] --------------------------------------------- BIGGBY COFFEE Fanatic Factory | Assistant Customer Service Manager P: 517-913-Coolidge Road SteEast Lansing, MI Follow me on Twitter [redacted] B Happy | Have Fun | Make Friends | Love People | Drink Great Coffee

Good morning,
With regards to pricing for limited time offers listed on our marketing materials, this topic has been passed over to our Marketing Department within the BIGGBY COFFEE Home OfficeI would be glad to reach back out when I've got more information
All my best,***
BIGGBY COFFEE | Fanatic Factory Manager

Good evening,My name is [redacted] and I am the Customer Service Manager at the BIGGBY COFFEE Home Office. I want to make sure that I fully understand how this process works and that I am the main point of contact for this account. I believe we were in contact with a representative regarding this...

complaint ([redacted]) and I have spoken with this customer via our feedback channels as well. Please see below.My best,[redacted]
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Wed 6/24/2015 4:51 PM
Hi [redacted]
Thank you for taking the time to reach out. When it comes to our limited time offer items, they are not listed on our menu boards. This is because our limited time drink offers require special syrups, sauces, and garnish to be brought in. The marketing materials that go up for seasonal drinks, like the Butterscotch Mocha Latte are also only displayed for a limited time and are sent to all stores. Because some stores are in different price categories we don't include pricing on those marketing materials so the materials are good to be used in all locations. 
When it comes to our frozen drinks, our Favorite Lattes menu board shows the $.50 upcharge. It is listed next to the image of the drink itself. Unless the store has incorrect menu boards posted, this upcharge should be listed.
All that being said, I'm sorry for your frustration and though I can't make any promises, I will pass your comments on to our Marketing Department.  They definitely refer to customer feedback when looking at new ideas or improving on current ones!!  Thank you again for sharing your thoughts and I do hope you have a wonderful day!
Best,
[redacted]
--Customer Service ManagerFanatic FactoryBIGGBY COFFEE
From: BIGGBY Mobile <[redacted]Sent: Wednesday, June 24, 2015 2:32 PMTo: BIGGBY FeedbackSubject: BIGGBY Mobile Contact
[redacted]Biggby Location621 A Way DrGrand Haven, MIComments:The advertising inside the store does not state that there is additional charges for coffee if ordered iced or for seasonal options. I was charged an addition $.50 for ordering and iced coffee and an additional $.50 for it being a seasonal blend. The advertising inside the store did not state there any additional charges applied.When I asked the employee about it - they stated that they only used the signage that they were given and that several people questioned the additional charge and why it was not posted. They also stated that the drive thru window signs do state the additional charge application. There was also a chalk board at the store that could have shown these fees - but did not. When I asked the employee why these charges were posted - he responded that they only use the signs they were given and if I have an issue to take it up with the home office.I believe this is a truth in advertising issue and have filed a complaint with the Revdex.comYes, you may use my comments in your promotional materials.________________________________________
From: [redacted]Sent: Wednesday, June 24, 2015 1:48 PMTo: BIGGBY FeedbackCc: OperationsSubject:[redacted]  called.  She just visited the store in Grand Haven just off Hwy 31 on the corner of Jackson Rd.  They are displaying pricing boards that do not reflect the $0.50 upcharge for frozen drinks.  This is illegal.  She just saw something on the news about a business owner that was fined for this.  When she asked they told her that they had to display the boards from the Home Office and we issue boards without the upcharge listed.
Email:  [redacted]
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BIGGBY COFFEE Fanatic Factory | Assistant Customer Service Manager
P:  517-913-19832501 Coolidge Road Ste. 302 East Lansing, MI 48823
Follow me on Twitter [redacted]
B Happy | Have Fun | Make Friends | Love People | Drink Great Coffee

[A default letter is provided here which indicates your rejection of the business's offer. 
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this offer appear below
The business did not address my issue that there was not reference to additional fees at the store for this service and when I questioned the store owner I was told that several people have mentioned this same issue and were charged a higher price than what was advertised  
Regards,
[redacted]