BOISE -- A coffee shop controversy at the Boise Airport appears to have been resolved as Big City Coffee pulls out and River City Coffee moves in. However, this story is much more than a change in the name on traveler's beverages and has left a longtime Boise barista with a bad taste in her mouth for an out-of-state management firm.
When Big City Coffee owner Sarah Fendley agreed to allow a New York-based management company use her well known Boise brand for a coffee shop at the airport, she had no idea it would lead to something that nearly wound up in court, and still could.
Fendley has owned Big City Coffee for nearly 20 years. In August of 2014, she allowed a New York management firm, Delaware North, to use the Big City Coffee name and a couple of her menu items for a new coffee shop at the airport.
Fendley says that's when the problems started.
"There was no support. We ended up having to hire all of our own employees," said Fendley. "We had two weeks to go to opening and there was absolutely no staff and no manager assigned to us and it was just kind of dropped in our lap."
Fendley says she spent countless hours and money working to make sure the location opened on time, and once it was the problems only continued.
"We've been on a continuous repeating cycle of massive turnover, lack of product, lack of attention and just care from them," said Fendley.
According to Fendley, Delaware North routinely understaffed the airport location, failed to provide fresh food, and even train employees.
"There is a whole gamut of problems there that it's bigger than just Big City," said Fendley.
All of that Fendley says in turn damaged the overall image of Big City Coffee.
"My e-mail and my inbox is flooded with stories from people, travelers and employees that work there," said Fendley.
Delaware North denies the claims and sent this statement to KTVB. "Delaware North has received a wonderful response from travelers at the Boise Airport since we opened our operations last year. Unfortunately, the business concept at the Big City Coffee location did not translate well to the airport environment for a variety of operational reasons."
Kevin Settles, who owns Bardenay Restaurant and Distillery, also signed a license agreement with Delaware North. Settles says although he has seen some problems, it's nothing different than what he sees at his downtown location.
"I don't feel there's willful effort to undermine our recipes and all that. We get some drift in our own locations," said Settles.
Settles also says he's pleased with his airport location.
"I think it has made the airport more fun and we're pleased," said Settles.
The city of Boise says overall they're also happy with Delaware North, and have received positive feedback. However, they are adding some new procedures.
"We're going to be increasing a secret shopper program that we already operate to ensure customer service is going well," said Boise spokesman Mike Journee. "We're going to be stepping up our discussions with other vendors as part of that process, and we're going to be bringing in a customer services survey as some point in the future."
A Boise Airport spokesperson says “The Boise Airport’s contract is with Delaware North. Any questions regarding the agreement between Delaware North and Big City Coffee should be addressed by those companies. Overall the Boise Airport is very happy with the partnership that has been developed with our food and beverage concessionaire Delaware North and the public response has been overwhelmingly positive.”
Big City Coffee has not yet filed a lawsuit, but they tell KTVB they are still looking at all of their options.