I want to start by saying that Biggby is an extremely special place to me and to my partner and my son, we all go on coffee dates for magic milk and lattes. I discovered Biggby a few years back while I was pregnant and fell in love with it in the year 2021. At this point I spend over $100 every month at Biggby. I understand there are different franchises but the most important thing is that the customer is always right. The other day I went through the Biggby in Anderson near Mount Washington, and it tasted like the cream was bad so on my way home from work in Newport, I stopped at this Biggby on Monmouth, I was very thankful that they switched it out with a new drink and I didn't know as the customer that it mattered that it was from a different store. Today I was ready to actually leave a great review because I was so thankful that they were willing to replace a drink that they themselves did this morning because I had simply wanted no ice in it but didn't have time to go back to get one without ice until after work. The girl that even took my order this morning was the one who was willing to replace it again afterwards, and I was very appreciative and felt like that was very outgoing. When I got there to replace the drink, I was told the manager will not be allowing any more drink replacements, despite the fact that I spend well over $100 every month at Biggby altogether. It really hurt my feelings and kind of tarnished Biggby for me altogether, which really breaks my heart because of the fond memories I have of really enjoying it while I was pregnant and ever since then over the past few years going on so many coffee dates with my boyfriend/fiancé and now my son, we even have a special drink that we always get together. One of the first issues was that the drink I had initially returned from the other store, had a specific dome lid that I guess they made note of it being from a different location but didn't say anything about it being a problem. Then today, even though the same girl that took my order this morning replaced it after work, I was initially under the impression that it was no problem, especially since it was the same girl, and the interaction was very friendly until I was getting the coffee out of the window and returning the old one, and I was told very straightforward that the manager will not allow me anymore replacements which just really hurt my feelings because 1, I'm a very sensitive person and 2, I'm on the spectrum, and those kind of interactions are really hard for me. It really genuinely bothered me. And when I called to ask about it for peace of mind, I was told that they made note of me returning a drink the other day from a different location even though nobody told me that was an issue, and then they said the drink that I returned today was probably from a different location, and I very honestly stated that they can check the cameras to see that I was there this morning at the Monmouth location and that I would like for my $12 drink to be something that I enjoy. Biggby has been the only thing I've gotten for myself for the past 4 years as a treat, I've gotten matching cups with my boyfriend and I've even gotten the smaller cups for my son to use at home because it's just a special thing for us. I know I will not be going to this location ever again and I will have to go out of my way on my way to work from now on to go to a different location and I'm sad to say that I will probably think about this for a while every time I go to a Biggby. read more