ComplaintsforJavatinis Espresso

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  FALSE ADVERTISING. Owner, ***, would not honor my Birthday Reward, as stated in his business when signing up for rewards. He lied and said that, "I don't even know if we have birthday rewards" and I said, "Of course, you do, it says here at ********** even ********, the supervisor, confirmed that it is a free drink for Birthday. I did not believe him as he is the owner and knows very well about the ** code and the offers in the ********** cafe. *** kept gaslighting and then said, if you buy an espresso then you will get a free drink but that is not a reward. Last year it was a free drink but I could not get to the area. Before his final offer of BOGO, he accused me of not putting in my birthdate, which is not true as I received texts last year. I thought his employees just did not know how to critically think as I offered to show ******** my driver's license and the other text offers and he told me that he will email the owner but that it won't get resolved today and that he can not just give out free drinks. Well, the stupidity and the lack of customer service starts at the top as *** refused to honor my Birthday reward unless I bought something. I told *** that I had called the store a few times the last week because I noticed that my Birthday reward did not come in like it was supposed to. The other employees told me on the phone and in person that "it will probably drop on April 10, the exact date. When ***, the owner, refused to honor my Birthday reward on my Birthday, April 10, I called ****************************** to complain and they will hold a private meeting next month to discuss many things. The Secretary told me that they won't be able to share anything about it but that they will discuss Javatinis. She strongly suggested that I contact BBB as well.

  Business response

  04/26/2023

  Please see attached letter as a response

  Business response

  05/02/2023

  Dear BBB & *****,

  Although javatinis was not trying to deceive you or any other  customers, in the interest of avoiding future problems, we will update our sign to be less confusing.
  
  Currently our sign reads, Free Breakfast Treats and we offer a Buy One Get One Free. We did not believe it confusing for a perk with a loyalty benefit which nothing is charged to join and participate in. To avoid confusion, we will remove that line and offer completely.
  
  As to the rest of the complaints towards Javatinis, I dont even know where to start with unfounded accusations of unprofessional words, gas lighting and lying. So we will not.
  In good faith with *****, both me and the staff spent over 2 hours of conversations and phone calls striving to accommodate her with a modified birthday offer in hopes of resolving this misunderstanding. When she originally requested a free drink for your birthday on 4/10/23, her birthday was not present on our rewards system, making her ineligible to receive it. Birthdays are not required to be added upon sign-up, members are given the option to add it themselves on their profiles. It is not the responsibility of Javatinis staff to honor a birthday reward when it is not visible to them on the system. Immediately following that conversation, I added ****** birthday into our rewards system, and I explained the typical birthday reward at Javatinis (buy one get one free). Even this was not acceptable to ***** as she claimed false advertising on the part of Javatinis.
  
  ***************************** defines false advertising as a purposefully deceptive or reckless statement or representation, leading others to purchase something. The signs posted in-store state free birthday treats. As with every advertisement youd see outside of a business, terms apply. When customers present their birthday reward, our employees will offer an additional free drink when another espresso drink is purchased. I aimed to explain this concept to you in the most thorough and respectful way possible, but unfortunately it has been to no avail.
  
  Respectfully,
  
  *********************
  Owner

  Customer response

  05/02/2023

  A week prior to my Birthday, his staff forwarded my email and phone number on three different das and he ignored several messages to upload to my account. He never did as I would have received a text like I had with his other offers. 

  When I spoke to *** on the phone I told him his employee, ********, (a supervisor) even confirmed that Birthday rewards get a free drink. But *** ignored that fact.

  I would like him to send me my offer via text as his employees won't see it on their end at the cashier. *** knows this but he continues to ignore this and my previous emails from his last week. 

  I do not believe he did anything to correct it. I will believe it when I get it sent to my phone.

   

  Sincerely,

  *****

  Business response

  05/08/2023

  Dear BBB & *****,

  Javatinis has always worked very hard to offer the best customer service possible, but this also comes with the expectation of being reasonable.  This situation appears to have exceeded reasonable with many points.  Javatinis is simply responding to the complaint in the most honest and reasonable way that we can.  (Her birthday was not in the system and we do not offer free drinks as a treat for birthdays.)

  Javatinis will do the following:
   - Our standard Birthday reward will be sent to ****** email  in the next few days as a belated reward.  She will then be able to come to either of our stores to redeem the offer.
   - Javatinis has taken down the Rewards Sign. We are in the process of revising the sign to remove the, Free Birthday Treats, phrase.

  I spoke with my supervisor at ********** and he assured me that he never said our birthday offer is a free drink.  He said it was a reward.  Our sign we had out front lists  Free Birthday Treats for the rewards program.  Just to reduce possible future confusion, I have told the staff to not to tell Loyalty members what rewards are without having the written documentation to review.

  
  Javatinis asks that ***** only use email, *************************** for correspondence and not call the store.  It only upsets our staff based on the previous repeated calls that have been made.

  We take our customer service very seriously within reason at Javatinis, and we believe this to be a reasonable solution to resolve the issue.

  Regards,
  ********, Javatinis

  Customer response

  05/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

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