ComplaintsforGold Star Chili, Inc.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/27/2022 I went to the Gold Star Chili @ **** ******** *** and ordered 8 cheese coneys and fries. The employee gave me cold fries and when I asked for fresh fries she tried to put them back in the fryer to re-cook them. I told her that I wanted fresh fries and she then tried to give old fries and the manager had to throw the old ones out because she refused and had an attitude. It then seems that when she was bagging the fries she dropped some on the ground and then put them in my bag and handed them to me. The coneys I ordered were soggy and cold because I had to wait an extra 15 minutes after given the coneys for the fries before I could go home. I reached out and filed the complaint with Gold star along with photo of receipt and explained the problem and stated I wanted my money back, they sent me a $10 gift card instead. I don't want the gift card, I want my $20 back!!

  Gold Star Chili
  **** ******** ******
  ************* *****
  ###-###-####

  Business response

  11/08/2022

  I sent him an email apologizing for his experience: 

  Thank you for contacting Gold Star regarding the fries and the hospitality at our ** ******* location. I sincerely apologize for any inconvenience you have experienced.
  We really appreciate you helping us to learn more about your specific experience. We are always looking to be better and do better so your input is really valuable to us.
  

  Please know, that in addition to the 11 team members at headquarters who review this feedback, this feedback will also be shared with the store owner and the appropriate team members.
  

  Again, thank you for bringing this matter to our attention.
  All the best,
  Melissa
  (On behalf of the entire Gold Star team)

  *** the issue was with the fries (which he was not charged for on the receipt) and the hospitality.  I sent him a $10 gift card. 

  Thank you,

  Melissa

  ###-###-####

  Customer response

  11/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The whole experience was BAD!! As I explained numerous times, I had to wait for fies snd the issue was that my coneys were and meal was ruined having to wait for the fries, I ordered everything then paid for what I ordered!  Not my problem the waitress who is the problem in this complaint didn't ring up the fries, I was until you brought it to my attention, under the impression I was charged for the fries!  As a result of having to wait my coneys were turned into a soggy mess and I wasn't taking the chance more problems would arise if I asked for new coneys.  The issue is what I paid for was ruined because the business failed to do their job and provide me with fresh edible coneys and decent customer service.  Seems like they don't appreciate our business and want our continued patronage!

  
  Regards,
  
  ****** ***********
  

  Business response

  11/10/2022

  I would be happy to send the customer another $10 gift card.

   

  Customer response

  11/10/2022

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

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got food asked to separate the food to package chili by it's self so my food is not soggy. The lid was on the container split & broke. I didn't know it I added my cheese & crackers etc & started eating. I choked & out came a piece of the lid & I could have had that stuck in my throat & esophagus. I called the store, I told her I had a issue. I just choked on a piece of the lid that was in my chili. She said "What I am supposed to do about it?" called She didn't even get a offer a coupon or free chili. I then called corporate. Then took a report & I sent her my pictures. This store is franchised & not a corporate store. I ordered coneys 2 with lite mustard & onion & 2 With just mustard. i got home & all 4 had mustard & a lot onion on them. I called store & she got very smart with me & told me "We can't be fixing your problems every time you order" Well, if they made it right the first I wouldn't be calling Then need to make the food correct the first time, be friendly to the customer & respectful.

  Store Location:

  Gold Star Chili
  629 W Plane St
  BethOH, 45106

  Business response

  03/24/2022

  on 3/8/22 at 9:06 am I replied:  as you can see I replied and asked for her mailing address so I can send a gift card

  Hi ********,
  
  Again our apologies.
  
  I would like to send you a gift card that will be redeemable at any Gold Star restaurant in hopes that your next experience will be a much more enjoyable one. Please reply back with your mailing address and we’ll send it out.
  
  
  Best Regards,
  Melissa
  
  
  Melissa H.
  Customer Service Representative
  650 Lunken Park Drive
  Cincinnati, OH 45226
  ###-###-#### Office
  **********************

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