Complaints

• Initial Complaint

  09/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I purchased from your store in Jacksonville IL today I used 500 points to get 20% off.  When I left the store I realized that for 1 of the 3 items that I had purchased only was discounted 15% off.  When I contacted the store to inform them of this mistake the lady that I spoke to offered to put a 5% discount note on my account but advised I would not be able to use this discount in conjunction with the 15% off happy hour for a total of 20% as intended.  Due to I was supposed to receive 20% off I did not find this to be a fair reimbursement.  I requested that points be added to my account and was told that could be done then that statement was retracted and I was told a manager would have to review that option but one or the other would be done and I could check the app to find out which way they went.  I am requesting that 500 points be added back to my account due to when they were used they weren't applied correctly and would like to use my accrued points as intended.  This issue and others with your Jacksonville store while lately have become less often, they are still occurring and are rather frustrating and make your company seem untrustworthy.  It would be nice to be able to go in the town where I live and be provided accurate purchase prices and accurately described items from your company instead of having to drive to other towns.  I look forward to your understanding in compensation.

  Business response

  09/26/2024

  Hello ******,

  I apologize as I have been trying to call, but have only gotten the ***** *** voicemail. I left a voicemail and let you know that the 500 points were added back as well as a 15% stackable discount. I have tried to reach out earlier but did not receive any answer so we apologize this was drug out longer. We always try to fix issues that are caused by our computer system in a timely matter. Your account has been noted for your reimbursement since the day you brought the mistake to our attention. All you have to do is come in and receive your complimentary discount and your points were credited back the day this was brought to our attention. 

  Customer response

  09/26/2024

  The manager reached out today 9.26.2024 after sending 3 emails to the main office requesting a response. They went above and beyond to make things right but it should never have been this difficult.

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