ComplaintsforUptown Cheapskate

• Initial Complaint

  10/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Greetings, My partner and I hold this brand in high regard due to our positive experiences with the ******** ***** ** ********* Unfortunately, I was inspired to take the time to submit a complaint after a concerning experience in the ********* ** ********* Transaction 1 with Brady ID ******** -Told me to enter my phone number, email, and address into an electronic point of sale screen instead of asking me to opt in. I declined. He then said "Just enter your information" to receive a discount instead of politely asking me, which is protocol to ask for an opt in when collecting voluntary customer data. Transaction 2 with Savannah ID ******** -Told me to enter my personal data ( phone, email, address) into a similar electronic point of sale screen. I declined. Savannah indicated that I "had" to enter my personal customer data to complete the transaction. I replied that I just finished a transaction with her colleague without entering my personal data. She continued with the transaction, adding, you won't be able to make a return unless you create an account. I said that was fine. My hope is that in light of legislation enacted to protect the consumer's right to data privacy, that Brady and Savannah would be trained in positive customer service with less coercive, more forthright data collection protocols. I would like to continue to hold a high estimation of this brand's service and integrity. I believe retraining these associates will also protect the brand from possible data collection litigation from other consumers. Sincerely, J. ******

  Bureau response

  10/09/2023

  Nancy *****
  Uptown Cheapskate 
  **** * ********* **** **** ** ********* ** *****
  
  
  Dear Nancy *****: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 10/8/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Jennifer ******

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

  Daytime Phone: ###-###-####
  E-mail: *************
  

   

  The details of this matter are as follows:

   

  Complaint Involves:
  Customer Services Issues 

   

  Customer’s Statement of the Problem:
  
  Greetings, My partner and I hold this brand in high regard due to our positive experiences with the ******** ***** ** location. Unfortunately, I was inspired to take the time to submit a complaint after a concerning experience in the Timonium, MD location. Transaction 1 with Brady ID ******** -Told me to enter my phone number, email, and address into an electronic point of sale screen instead of asking me to opt in. I declined. He then said "Just enter your information" to receive a discount instead of politely asking me, which is protocol to ask for an opt in when collecting voluntary customer data. Transaction 2 with Savannah ID ******** *Told me to enter my personal data ( phone, email, address) into a similar electronic point of sale screen. I declined. Savannah indicated that I "had" to enter my personal customer data to complete the transaction. I replied that I just finished a transaction with her colleague without entering my personal data. She continued with the transaction, adding, you won't be able to make a return unless you create an account. I said that was fine. My hope is that in light of legislation enacted to protect the consumer's right to data privacy, that Brady and Savannah would be trained in positive customer service with less coercive, more forthright data collection protocols. I would like to continue to hold a high estimation of this brand's service and integrity. I believe retraining these associates will also protect the brand from possible data collection litigation from other consumers. Sincerely, J. ******
  
  
  
  
  
  Desired Settlement:
  Contact by the business
  
   

  Bureau response

  10/09/2023

  Jennifer ******
  **** * ******** *** *** *** ********* *** *****
  
  
  Dear Jennifer ******:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 10/8/2023 against Uptown Cheapskate.  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  Bureau response

  10/16/2023

  Nancy *****
  Uptown Cheapskate 

  **** * ********* **** **** ** ********** ** *****
  
  
  Dear Nancy *****:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 10/8/2023 and was assigned an ID of *********  

   

  BBB forwarded you a complaint filed by Jennifer ******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Jennifer ******
  **** * ******** *** *** ********* ** *****
  Daytime Phone: ###-###-####
  E-mail: *************
  
  
  The details of this matter are as follows:

  Complaint Involves:
  Customer Services Issues
  
  Customer’s Statement of the Problem:
  Greetings, My partner and I hold this brand in high regard due to our positive experiences with the ******** ***** ** location. Unfortunately, I was inspired to take the time to submit a complaint after a concerning experience in the Timonium, MD location. Transaction 1 with Brady ID ******** -Told me to enter my phone number, email, and address into an electronic point of sale screen instead of asking me to opt in. I declined. He then said "Just enter your information" to receive a discount instead of politely asking me, which is protocol to ask for an opt in when collecting voluntary customer data. Transaction 2 with Savannah ID ******** *Told me to enter my personal data ( phone, email, address) into a similar electronic point of sale screen. I declined. Savannah indicated that I "had" to enter my personal customer data to complete the transaction. I replied that I just finished a transaction with her colleague without entering my personal data. She continued with the transaction, adding, you won't be able to make a return unless you create an account. I said that was fine. My hope is that in light of legislation enacted to protect the consumer's right to data privacy, that Brady and Savannah would be trained in positive customer service with less coercive, more forthright data collection protocols. I would like to continue to hold a high estimation of this brand's service and integrity. I believe retraining these associates will also protect the brand from possible data collection litigation from other consumers. Sincerely, J. ******

   

  
  
  
  
  Desired Settlement:
  Contact by the business
  
   

  
  Additional Comments from Consumer:
  

  Business response

  10/17/2023

  Hello, 

  Thank you for your feedback. Our customers' experience is important to us. It is beneficial to our customers to enter their phone number, name, birth month and email address to receive notifications of events and discounts. While entering these few pieces of information, there is an opt out box that can be checked to opt out of receiving any texts. At most one or two texts per month are sent and possibly one email per month. We never sell or give out this information to any other person or company. It seems that we fell short on this communication when giving you the option of entering your information. We will certainly strive to do better and not miss the mark going forward. We do find that the majority of our customers appreciate being part of our loyalty program. They enjoy the 15% discount every day they shop Uptown during their birth month, receiving a 20% discount after earing 30 points on purchases and receiving notifications on current sales.  

  Thank you again for your insight, it is appreciated so that we can strive to ensure a stellar shopping experience for all Uptown shoppers.  

  Nancy *****

  Bureau response

  10/17/2023

  Jennifer ******
  **** * ******** *** *** *** *********** *****
  
  
  Dear Jennifer ******:
  
  This message is in regard to your complaint submitted on 10/8/2023 against Uptown Cheapskate.  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from Uptown Cheapskate. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  

  Hello, 

  Thank you for your feedback. Our customers' experience is important to us. It is beneficial to our customers to enter their phone number, name, birth month and email address to receive notifications of events and discounts. While entering these few pieces of information, there is an opt out box that can be checked to opt out of receiving any texts. At most one or two texts per month are sent and possibly one email per month. We never sell or give out this information to any other person or company. It seems that we fell short on this communication when giving you the option of entering your information. We will certainly strive to do better and not miss the mark going forward. We do find that the majority of our customers appreciate being part of our loyalty program. They enjoy the 15% discount every day they shop Uptown during their birth month, receiving a 20% discount after earing 30 points on purchases and receiving notifications on current sales.  

  Thank you again for your insight, it is appreciated so that we can strive to ensure a stellar shopping experience for all Uptown shoppers.  

  Nancy *****

  Bureau response

  10/22/2023

  Jennifer ******
  **** * ******** *** *** *** ******** ** ***** 
  
  
  Re: ID * ********* Uptown Cheapskate
  
  Dear Jennifer ******,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####
  

  Bureau response

  10/22/2023

  Nancy *****
  Uptown Cheapskate **** * ********* **** **** ** ********* ** ***** 
  
  
  Re: ID * ******** * Jennifer ******
  
  Dear Nancy *****:
  
  Thank you for your recent response to Jennifer ******. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

*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. ↩