Complaints

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  There is no easy way to use small balances on gift cards loaded into *********** mobile app. I originally assumed it was not Capriottis intention to skim a small amount off each gift card, but that is the practical effect of the current app design. The lack of a response to my complaints has me wondering about my assumption regarding intent.I had two gift cards in the app with balances of a few dollars each. Ideally, I would have applied them as partial payments and paid the balance with a credit card, but when I tried to do that, I got a message that the gift card balance was insufficient. I then tried to use the gift cards for a tip when I paid with "rewards dollars", but I could enter a tip only as a fixed percentage or a whole dollar amount. Perhaps the small gift card balances could have been used in the store, but I didn't have at least one of the physical cards. Once the card was loaded into the app, I assumed I wouldnt need the actual card anymore.I submitted a complaint via the company web site on Jan 30, 2023. On Feb 14, my account was credited with $4 in "rewards dollars", slightly more than the total remaining balance on my gift cards. I replied immediately, thanking them for making me whole but pointing out my larger concern with their business practices. I asked if there were plans to upgrade the app to better handle gift cards.Two weeks passed with no response, so I sent another email on Feb 28, reiterating the seriousness of the issue and indicating I was ready to take additional steps, including contacting the ** Attorney General. A prompt reply indicated the feedback would be "sent...to the team for review". Another six weeks passed with no action. I sent another email on Apr 13, reiterating my concern and indicating that I would take additional steps if I didn't have a satisfactory response by Apr 21. I got a reply on Apr 16 with another "sent...to the team for review" response. It has been over a week since then and still no action.

  Customer response

  04/26/2023

  As best I can tell, the address of *********** headquarters is **************************************************************************************, although all my orders were placed with a few different shops near my home in ************ **.  Since I assume the mobile app is a corporate product and not tied to any specific store, I believe the headquarters address is most relevant.

  Business response

  06/02/2023

  We have received your complaint and we are working on a solution with our mobile app provider.  Thank you. 

  Customer response

  06/07/2023

   
  Complaint: 19985305
  
  I am rejecting this response because it does not include any indication of when the problem with the app will be corrected.  Without that information, it sounds very much like a "blow-off" response -- "Trust us, we're working on it."

  I also can't help but wonder why this is the first time I've been told they're planning to fix the app since I've been corresponding with **************** about this issue since the end of January.

  One additional bit of information: I just confirmed that I can use "reward dollars" for partial payment for an order.  That suggests there's no conceptual or technical issue with applying partial payments to the total cost of an order, so now I'm wondering why the issue with gift cards hasn't already been fixed since I brought this to their attention more than four months ago.
  
  Sincerely,
  
  ***************************

  Business response

  06/19/2023

  At this time, customers are able to use the gift card value on the mobile app, but if this does not work, customers are also able to apply their gift card value to their transactions in-store. 

*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. ↩