Complaints

• Initial Complaint

  11/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On today:***** The manager who identified himself as ***** was awful. I was there today to pick up a new order and a remake of an order that was inaccurate a few months ago. I spoke to the manager beforehand. I got there to pick up the order and the remake was wrong again, made with beef. I clearly told the manager by phone how to prepare it. When I told him the order was wrong he smirked and rolled his eyes before rudely telling, not asking me to pull up. At that time I told him to just forget it. I called back about 15 minutes later asking for the name of his supervisor. He told me I was being difficult and they have the right to refuse service to me. He said,You dont have to come back. Indeed I will not but I will also be filing any and all forms of complaint as this is not how paying customers deserve to be treated. Called back a few times after that before I got an answer. I got gotTaylor. While she was not rude she stated, everytime I come to the restaurant, there is a complaint and a remake. While I do often provide feedback there is certainly not a remake. She said, there is no one else to take a complaint and, We have our records too. She stated I could file any complaint I choose. She then disconnected the call.

  Business response

  11/25/2024

  Thank you for taking the time to share your thoughts and concerns with us. Because you have been identified as a customer that consistently complains about the store's service, the store has requested that you not revisit their location. While this may not be the resolution you were seeking, it is the best possible solution for all parties involved. 

  Customer response

  11/25/2024

   
  Complaint: 22599373
  
  I am rejecting this response because:
  The store and its staff apparently take no responsibility for its actions. No staff especially managers should exhibit rudeness towards customers. I do not care to return, nor anyone else Ive shared my experience with. But, there does not seem to be any concern for the customer experience.

   

   store provides a forum for feedback. If they do not want it they should not seek it. Even this response shows a  complete disregard for customer service.
  Sincerely,
  
  ******* ******

  Business response

  11/25/2024

  Thank you for taking the time to share your thoughts and concerns with us. Your feedback has been passed along to our leadership team. 

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an email from McAlisters on 11/12 for a BOGO 50% off that was valid for 7 days. I set a reminder for this afternoon as I was out of town and was going to pick this up for dinner tonight. When I opened my app, the offer was not in the account. I found out that McAlisters expired the coupon at 4:59AM this morning. What reasonable person calculates 7 days as 11/12/24 at 3:09PM to 11/18/24 at 4:49AM? Common sense says 7 days is a week so 7/12 to 7/19 would have been the offer period. If *********** is going to use some very non-standard way of expiring offers, just put the expiration date in the email so you don't frustrate and annoy your customers.

  Business response

  11/20/2024

  Thank you for taking the time to share your thoughts and concerns with us. When an offer is valid for 7 days, the 7 days does include the date of issuance. Our records indicate that the offer was added to the customer's account on 11/12/24 at 9:13 AM EST, and expired on 11/18/24at 11:59 PM EST. Because the customer had the full 7 days to redeem the offer, it could not be reissued. I have also attached pictures of the offer from his rewards account. I hope this information helps. We value your business and hope to make your next visit a great one. 

  *********** Customer Care

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to express my disappointment with the experience I had at one of the franchise locations. On September 13, 2024 between 11:15 AM and 12:15 PM, I visited the ********************************************** location (Close to JCPennys and barbershop), and unfortunately, the quality of the food I received was beyond below the standard I have come to expect from Auntie Anne's over the years. Prior to purchasing the pretzel, I asked the young Lady if the food was hot and fresh. Unfortunately she was dishonest and the pretzel was hard, cold, and lacked the signature freshness and flavor I usually enjoy. I immediately brought this to the attention of the staff and the franchise owner (*****), hoping for a resolution. However, instead of addressing my concerns, the owner was dismissive, unhelpful and accused me of trying to Scam them. Despite my polite request for a refund, I was informed that no action would be taken, leaving me extremely dissatisfied with the service, location, and Auntie Annes Brand. I have always enjoyed Auntie Annes, and this experience was extremely disheartening. I am bringing this matter to your attention in the hope that you will investigate the issue and take appropriate action to ensure that this location upholds the quality and service standards that your brand is known for.I would greatly appreciate any steps you can take to resolve this issue and restore my confidence in Auntie Annes. I look forward to your prompt response.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On October 4, 2024 at 10:09 am I received an e-mail from Cinnabon for a free 16 ounce cold brew to expire on Oct 18, 2024.The email lists the location where you can go. I followed a location from the list and went to the one on ********************************************. They refused to honor the coupon and showed me a sign that they had up in the store. On Friday, October 18, I then called **************** three times and they would do nothing about it. The *** gave me an email address which I asked for so I can send him pictures and he ***eated it three times, and yet when I went to email them, it was an incorrect email address and then I could not reach anybody until Monday, October 21. When I called back, this guy could not even find an account for me, but he said there was nothing he can do and there is no corporate level number that I can call. I would like a ***lacement coupon to honor my birthday gift for the ****************************************** ******** that actually do accept the coupon so I dont go on a wild goose ******

• Initial Complaint

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reported this to Schlotzsky customer service several times and they told me today they cant rectify it. On July 28th Schlotzsky rewards account was deleted by Schlotzskys due to fraudulent activity on my account. Evidently someone compromised my account and placed two fraudulent food orders in ******* *****. At the time, I had approx ***** rewards points from 15+ years of loyal customer patronage. I disputed the two fraudulent charges with my bank but in no way did I request my rewards account to be deleted. Now, Schlotzskys is telling me they have no records of my rewards account an my ***** plus rewards points. I have established my rewards account and would like to get my rewards points re-instated.

  Business response

  09/25/2024

  Thank you for taking the time to share your thoughts and concerns with us. Our records show that you requested for you account to be deleted. Once an account has been deleted, we are required to removed all previous information and points associated with the account. Unfortunately, because the account was deleted per your request, we are unable to reissue the points to the new account that you established on 9/07/24. 

• Initial Complaint

  08/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  On May 14, I had a wonderful chat with Jamba Juice customer service ************************ to replace my BOGO giftcards with new giftcards after they had switched the system and all these fundraisers cards are bogus/useless and no longer accepted at ANY locations due to the new and updated fine print. I had scanned and emailed my BOGO giftcards and was hoping for a quick reply as they had promised. After being ghosted, I reached out on May 30, the representative also I spoke to also said they will take care of it. Again, ghosted. Tried again on June 30, same thing and ghosted. I tried again right after and the customer service number went to voice mail and I left a callback number which was never returned. Now the system goes nowhere so this company basically no longer exists. It seems that BBB is a better channel to engage Go to foods to honor their commitment on selling and pitching BOGO fundraiser cards with unsuspecting individuals. They should be reported to the *** for fraud if I'm not able to seek resolution.

  Business response

  09/10/2024

  Thank you for taking the time to share your thoughts and concerns with us. Our records show that the customer was asked to reach out to us via phone if he needed additional assistance, after he was given specific instructions on how to add the **** cards to the app. We received no additional contact from the customer, so the case was closed as resolved. Please see attachments for further details. 

   

  Jamba

  Customer Care

  Customer response

  09/10/2024

   
  Complaint: 22225055
  
  I am rejecting this response because as your screens show, I have attempted to reach out to GotoFoods at least twice, however, it does appear that the system did not receive my email response to the original and Delray. see attached emails that has both communications which have my name in the subject line as requested to help with routing.  I did attempt to call back to the number in your contact and I'm happy to share my phone records if that will help trace why your phone system did not route to customer service (and also why callback did not happen). 

  I'm am happy that there is some tracking and hoping that I am able to reach a live person (in case your phone system is not routing) or someone to respond to the email I have shared here. 

  Please let me know how to best proceed. 

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

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased food. Received bad tomatoes. Drove all the way back to have it replaced. Opened the sandwich and it has BLACK MOLD on the sandwich. I had to drive back a 3rd time. When I arrived I was told I had to come back tomorrow for a refund.

  Business response

  08/20/2024

  I called and spoke with this guest and a refund was provided by the store. We have also addressed the guest feedback with the store team.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an email from Jamba Juice rewards for a purchase offer to buy the following:Buy $30 in Gift Cards,Get Two $5 Reward Cards It's never too late to give the gift of Jamba and get something for yourself! And with instant delivery with Jamba eGift Cards, it is always the perfect gift, right on time! Offer Valid 12/18 - 12/31. Online Only.I purchased the gift card on 12/31/23 per the date that is outlined in the email offer. I received the $30.00 offer however they did not send me the two $5 reward cards. I contacted them and they told me that I did not purchase the offer in time and they gave me conflicting dates and time I purchased the offer. They need to send me the two $5 egift cards. Other than that this is false advertising and fraudulent by Jamba Juice.

  Business response

  04/30/2024

  The customer was mailed a $10 gift card.

  Customer response

  04/30/2024

   
  Complaint: 21436424
  
  I am rejecting this response because: Ive taken a long time months to resolve this issue by emailing them and contacting them. Just for my time alone I should receive a $30 gift card. Thanks 
  
  Sincerely,
  
  *********************

  Business response

  05/01/2024

  The customer was due two $5 bonus cards which equated to $10.Those bonus cards had an expiration date. The customer was given a $10 gift card which does not have an expiration date. No additional compensation is due to the customer.
  

  Customer response

  05/01/2024

   
  Complaint: 21436424
  
  I am rejecting this response because: I attempted to correct this issue by their customer service team to no avail. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  My desired settlement is a $20 refund. I purchased two $10 Jamba BOGO fundraising cards, which have no expiration date. I attempted to use one the other day and was told *****'s are no longer accepting the cards even though they have no expiration date. They have new BOGO cards, which expire 6 months after adding to their app. They would not let me trade cards or give refund. If you ****** the issue, there are a many upset customers (ex now). This may be worthy of a class action. I would like my original investment of $20 refunded for the two cards I purchased. ***** received money and I received nothing.

  Customer response

  03/04/2024

  *********** was acquired by parent company Focus Brands and name was changed to Jamba.  Focus Brands headquarters is located in *******, **. 

  Business response

  03/21/2024

  Thank you for taking the time to address your concerns with us. Unfortunately, Jamba;s BOGO cards non-refundable; however, the new Jamba BOGO cards only have an expiration date once they are entered into the app. This means that these cards should not be entered into the app until you are ready to use them. Your feedback has been addressed with our team. We value your business and would love to make your next visit a great one. 

  Customer response

  03/21/2024

   
  Complaint: 21337025
  
  I am rejecting this response because:  BOGO cards are non-refundable yet have no expiration date.  I purchased in good faith and received NOTHING in return.  There will be no next shopping experience as I don't support shady businesses.  This would be a great case for a class action, as a quick ****** search shows many are angry with ***** and won't return.  I used to stop there all the time for a smoothie.  Just didn't have anyone with me at the time to utilize BOGO cards, which I wasn't worried about because there isn't any expiration date.  Your company ripped me off to the tune of $20.
  
  Sincerely,
  
  ***********************

  Business response

  03/21/2024

  Thank you for your response. Unfortunately no refund is due. As stated in the previous correspondence the new BOGO cards expire 6 months AFTER they have been uploaded into the the app. The old BOGO cards had no app expiration date because they could not be uploaded into the app. We hope this information helps. We value your business and would love to make your next visit a great. 

  Customer response

  03/21/2024

   
  Complaint: 21337025
  
  I am rejecting this response because: Why do you keep saying the new BOGO cards don't expire until added to the app.  What does that have to do with my complaint about the older cards, which clearly had no expiration date???  Do you really think that I would be stupid enough to purchase new cards from you?  I want my $20 refunded. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Attempted to use a gift card on 11/9/23 at *************. Drove 20 miles to the location with the intention of getting myself the pretzel, my wife mini pretzel dogs, and some ********. I purchased the Japanese food first as my wife was hungry. At Auntie ****'s they didn't know how to do a gift card nor use a coupon. She had me enter my coupon like you would a credit card manually and I asked her what date I should put in. She said she didn't know and asked if I wanted to use a different form of payment. I asked if there was anyone else who might know how to work the register and she indicated that they were on break. She voided my order and had me step aside while she took another person's order. An older lady returned about 10 minutes later and had a short conversation with the other woman about my issues. She told the younger woman if the coupon didn't work that was my problem. They then proceeded to have me wait an additional 15 minutes while they wrung up 4 more customers. The older lady made a comment that I better get in line if I wanted served. So, I went to the end of the line. The older lady attempted to scan the ** for my gift card and said it wasn't working. Did not manually input the code. She also could not get the coupon to work. At this point the older lady made a snide comment about them having paying customers in line. So, I left. They took up 40 minutes of my time and I had nothing to show for it. I went back to the food court and attempted to order from the mobile app which for some reason doesn't have a place to input gift cards. I was able to use my free pretzel coupon and ordered my wife the mini pretzel dogs she had requested; but, I had to pay out of pocket and was unable to use my gift card. I had my wife pick up the food as my Anxiety was through the roof and then ate my now terrible tasting cold Japanese food. To add to the insult the food received from ***********'s was cold, hard, and old. Req. gc in compensation.

  Business response

  11/20/2023

  Thank you for taking the time to share your thoughts and concerns with us. Unfortunately because the gift card was never processed the funds are still available; therefore there is no refund or store credit due to the customer. 

  Customer response

  11/20/2023

   
  Complaint: 20850588
  
  I am rejecting this response because:
  

  If gift card is refused then what recourse do I have?

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

  Business response

  11/21/2023

  Thank you for taking the time to share your thoughts and concerns with us. When a store is unable to process a gift card, the funds remain on the card. Since the store was unable to process the gift card, the funds are still available. If the store would have removed the funds, and the customer paid with cash or card, this would have resulted in the customer being charged twice and a store credit or refund would have been due. However, this is not the case. The store was unable to process the gift card; therefore the customer used a different form of payment. Since the store was unable to process the gift card, the funds are still available on the card. There is no refund or store credit due to the customer. 

*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. ↩