ComplaintsforSleeves & Straws Coffee Company

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 9th, 2022, I ordered a coffee drink from *********************************************** Coffee. It arrived with a sticker placed over the straw opening so nothing would spill. I drank the drink to the bottom when I sucked up something fuzzy and immediately spit it out. It was a dead wasp. It is wintertime and wasps arent out. Im repulsed and begin dry heaving then vomiting. Afterwards I excuse myself from work to visit the urgent care as Im feeling uncomfortably nauseated. When I contacted *********************************************** they offered to have a manager call back and took my number. I waited and received no such call. I called again an hour later and it went to VM. I drove to Sleeves and Straws and the baristas told me that the owner would get back to me and there was nothing they could do, they just work there. I was not offered an apology or any reimbursement and was made to feel like it was DoorDashs fault even though the seal was placed by the baristas at ***********************************************. Again, Id like to reiterate that wasps are out in warmer months and that means this dead wasp has been in their white chocolate powder since potentially late summer and may affect other customers.

  Business response

  12/26/2022

  This customer ordered through DoorDash and her drink and food were prepared as requested. We cannot control what happens from our store to delivery but we do not believe there was anything in her drink. This specific customer is known by DoorDash to be habitual at complaints and requesting refunds and the have flagged her so any time she orders the team reviews it. DoorDash has suggested that BBB contact them and their legal team to further discuss the file they have open on this customer. 

  
  ********************** and ********************** takes photos of each order sent out through doordash and this specific order was a "cold pour" and therefore no ice or other obtrusions in the cup so it can be observed that there was no foreign objects in the drink. When the customer requested the refund from DoorDash, they did not refund the full order because of her history and our upstanding reputation. They also did not debit our company account as they believed based on the driver's evidence that this complaint was not valid and would not penalize Sleeves and Straws for this.

  
  Sleeves and Straws responded to her feedback on DoorDash with a professional apology and a credit for future visit. In addition we have video evidence when she came to the store and the employee asked for her contact information so the owner or manager could call her. ******* refused to leave contact information. Our store does not have voicemail so that claim is also false.

  
  Furthermore, ******* opened a complaint with ******* ************************** who followed up with an investigation and found the complaint to be baseless as Sleeves and Straws goes above and beyond health requirements and the customer complaint simply could not be true. Our white chocolate powder, which was mentioned, is in a container which is clear and holds merely 6 cups, is emptied and filled each evening, and we go through ***** pounds per week. It is impossible for there to be anything in the powder from one day to the next.

  This customer, for whatever reason, makes a habit of complaining and requesting refunds to obtain free things from local businesses and the behavior is so habitual DoorDash will block her from ordering from businesses. I would ask that DoorDash legal team be contacted to provide more evidence to support that this complaint is baseless and the customer has not been satisfied with the myriad of professional responses and remedies provided by Sleeves and Straws or DoorDash. Here order was partially refunded by ********, she was given a credit for future purchase, she has already been made whole financially from this complaint and is financially ahead. Any further attention given to someone who is trying to damage reputations and livelihoods of small local businesses and take advantage of systems in place, would only encourage more dishonest practices from this consumer.
  We will follow up with any request and provide whatever we can to clear this from our cohere...

  Customer response

  01/10/2023

   
  Complaint: 18551633
  
  I am rejecting this response because:
  
  I have had two issues with DoorDash and have been refunded because of it due to 1) A wasp being in my drink, aka this issue were addressing 2) missing itemstotally reasonable requests; this claim that I refused to leave my number and I have multiple DoorDash complaints which she said my account is flagged because of it, are fabricated, I drove to Sleeves and Straws to leave my number, which I left with the two employees working there. I do not appreciate or accept that Sleeves & Straws had apologized in writing weeks ago, then turn around with this backstabbing response. They need to own up to your employees lack of cleaning, your lack of accountability, make a plan and a promise moving forward that you wont neglect basic cleaning practices. Owner of Sleeves & Straws, how dare you try to blame shift and attack my character. I called your coffee stand with my phone number, and I was told Id get a response immediately, I waited until the end of the day then drove to Sleeves and Straws to talk to a manager and was told that they can only take my phone number, I gave my phone number and didnt receive a word from the owner or a manager, at which point I wrote the review. I was patient and gave you a chance then you go after me and create your own version. This should have been squashed already and Im astounded that a business owner has the absolute lack of morals to make their own narrative against a trustworthy human that just wanted to be treated decently. 
  
  Sincerely,
  
  *************************

  Business response

  02/03/2023

   

  I believe this complaint is unfounded. As a business we apologized, refunded order, offered new product and this did not satisfy the customer. We went through the proper channels and responded to the DoorDash feedback professionally with an apology. After the customer filed a complaint with the health department, they dismissed the claim having done their due diligence and finding that our business goes above and beyond guidelines for product freshness and safety. We follow all local and federal laws governing our business as well as national and municipal health codes. I believe as a business we have done all we can to satisfy the customer complaint.

  DoorDash provided us with details and those are the facts that I have. While we were and are apologetic for a negative experience, it has been found based on purchase dates of product and date of opening that it would be nearly impossible for this to have happened unless the product came from the warehouse this way. Ultimately the business is responsible for everything it sells and this is why we took ownership of the experience, apologized, refunded and offered a replacement drink and/or credit. After this the customer contacted the health department and BBB. At this point I believe any further response is futile and borders on harassment. The customer has yet to specified a remedy for the complaint so it simply feels like an attack when there is nothing further we can do. The customer has been heard and we went beyond any standard and threw out $25 worth of product although it wasn't required and the product was fresh. We did this as precautionary just as we went through all of our new cups and new product to ensure safety and cleanliness.

  DoorDash has suggested BBB contact them for additional information and files as needed to dismiss this claim.

  Respectfully,

  Sleeves and Straws Coffee

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