Complaints

• Initial Complaint

  07/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I've been going to Root's pizza since 2021. They have a point system and recently switcedh to a new 3rd party that manages points. I had more the **** points and when **** made the transition there was a system glitch which impacted the points people had earned, I'm an impacted person. For the past few months I would go into Root's Pizza, trying to use the points that I had earned to only realize that I couldn't use my points. As a result, Roots was highly discounting my bill/invoice. Roots is unable to explain where my point went and the managers have been reducing the check due to the new 3rd party error which is now handling the point system. Recently, Roots told me that the points I have earned are life time points amounting to less than **** which is not accurate. I've definitely accumulated more than **** points. I'm very disturbed with the money I spent at the establishment thinking I was earning points and not being able to use them due to an internal system issue. Now, I'm seeking Roots to take accountability not only of their failure to transition between 3rd parties, but fnot forbetter educating their staff(managers and servers) on the company's failures. Customers should not be burdened, by ****'s choice to switch 3rd party point systems. This has been a very negative customer experience. This has been unresolved for more than 3 months without action by Roots yet they continue to discount my final invoice without applying the points I earned,

  Business response

  08/19/2023

  Hello,

             We have reached out to the Customer directly via email to resolve the issues. See below:

   

  Hello ******* -
  I know that you can view your current card history since we've migrated, which I've copied here:
  
  Attached, I also have your history from our legacy program and it looks like everything checks out on the transfer coming over properly. 836 points came over and that is what I see in the history.
  There were a few double point promotions also that you took advantage of!
  
  I also checked on rootspizza.com to see if you had any online orders that are/were not linked to your loyalty account and I did not see any online ordering accounts to link/transfer over.
  Sometimes we have guests that have ordered from 3rd party sites like grubhub which aren't eligible.
  
  Take a look at your history from the legacy system, attached, and let me know if you have any questions or if you think you may have missed any transactions. It's not uncommon for a server to make a mistake on loyalty card linking over the last few years as our teams have been so new.
  
  
  If you see anything missed, I'll get it added immediately. 
  
  
  The ************************************************************** Department

  Customer response

  08/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

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