ComplaintsforInks & Drinks

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was issued an gift certificate (included) with no expiration date and when went to use now - was closed during COVID+ - was told not valid now because they changed their system. I am not sure a business can take your money and then with no notice (or even an attempt to notify) just keep it. If there was an expiration date that is on me to use by the date but there is none. I was hoping to be able to get painting kits equal to the $100 that the business was paid to bring home. Still don't go into groups much. Did not even get the option to discuss - just told gift certificate was gone. ***** did not show any indication about trying to reach resolution.

  Business response

  01/19/2023

  Hello,

  When we opened in 2014 we were hand making gift cards with codes on them. They were attached to a computer program for tacking. We ended up having a lot of fraud, with people making up numbers and getting free gift cards. In 2018 we announced they would not be honored past 2020. In 2019 we switched to a new system and gave a year for old ones to be honored. We had this on our website, Instagram and ********* When we closed in 2020 we announced they would no longer be honored. 

   

  I believe we provided all we could with notice and updates over the years. I have had no other issues or complaints. So we no longer accept the old system gift cards. We are a small business of 2 people, so when fraud happens it can ruin us. I had to change the system to protect my business. 

   

  This customer was very short with me, so I did not have the ability to explain all of this. Over the years I have stopped trying to be sweet to rude customers. So I was also short with her on the phone and said sorry, old gift cards from our previous system are not honored. And that's it. We no longer honor them. All new gift cards are tracked through square system and a valid for 6 years. This is no longer an issue because of this change. 

  Customer response

  01/19/2023

   
  Complaint: 18708467
  
  I am rejecting this response because:  I checked with ******* - the person who purchased the gift card with her hard earned money and she did not receive any notification of the gift certificate she purchased as our gift being on a time limitation due to fraud or any other reason.  The initial distribution was the only contact that was made from/to the business.  Not everyone looks on social media for expiration updates for gift cards/certificates - I will re-read the certificate but don't believe the business tells you to follow them for notices of invalidating non-expiring gift certificates.  That is on me, I guess, to not participate in a that type of method.  I was not rude on the phone, certainly surprised by the short responses given by one of the two owners.  She at no time attempted to offer further explanation.  I simply repeated her short response and she yes that is it - just like in her written communication in response to this complaint.  Same line only in writing this time. 

  I am not sure how any business can not honor someone's payment but I guess the 2 owners are going to say whatever they need to say to defend unethical business practice.  We were not regular customers to keep up with their system changes nor is it stated anywhere on the certificate to do that in case of changes to invalidating and taking your money.  I believe any small business does not have such a large customer base that they cannot go the extra yard in their practices and with any new system implemented no gift certificate should be invalidated - they got the money - it should simply be updated within the new system.  Even states in writing all that is needed is the email.  

  I believe a refund should be issued or the certificate amount be honored in services offered by the business.  Clearly they have not been ruined by dishonest people ripping the off for gift cards.   If that were true they would not be in business and they are.  

  Thanks -

  *********************

   

  
  
  Sincerely,
  
  ******* ***

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩