Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter purchased a $50 gift certificate at Christmas time, at Cortina Gourmet Market, for us and I went to go and redeem it on Friday May 5th, 2023 and was told I could only redeem 15% at a time
  , after talking to management they offer 25% at a time. He informed me that there was new ownership and they were not allowing me to use the whole $50 in one transaction. They offered to call the owner regarding me using the whole amount at once, they took my name and phone number and were suppose to call me back. After not receiving a phone call by Monday May 8th at 4:00pm I stopped in and inquired about whether I was able to use it all at once, a different manager proceeded to tell me that the owner didn't know about these gift certificates when he purchased the business and will allow me to use 50% today but not the whole $50 at once. This is not how a gift certificate works, I should be able to use my whole $ 50.00 at once no matter who owns the business, it has been already paid for.

  Business Response

  Date: 28/05/2023

  Hey
  

  To explain this situation i will start from starting point. When we bought that business we had no idea that these gift cards are distributed to customers and after opening of our store we tried to honour the gift cards but suddenly we found a lot of people have these gift cards and we were getting more than $100 worth everyday and i believe its only a group of people who have a lot of them. Then we took this situation in front of previous owner and they explained that we distributed them during Christmas time and suggested us to not to worry about these cards but we still decided to give 15-20% discount with the gift cards in each transaction until the full amount get redeemed just to keep good bond with the customer and in this way it is fair for us as well. When we asked the lady she said she bought the gift card which is not true then we asked for the receipt and she didn't show us anything. She made fake accounts on ****** and started give us negative feedbacks. We tried everything to solve this problem from our end and we are still happy to redeem her full amount in several transaction. I hope you will see this situation from all angles and it would be great if you can ask her to remove the negative reviews but this really demoralize us.
  Thanks

  
  
  

  Customer Answer

  Date: 30/05/2023

  
  
  Complaint: 20034010
  
  
  
  I am rejecting this response because:

  In rebuttal to their response, the issue is not about ownership of the business, the issue is not honoring the Gift Certificate in full in 1 transaction.

  It is not my concern about how many Gift Certificates are in circulation that they have to honor. My only concern is that the Gift Certificate my daughter purchased for me is spent as I see fit. 

  I did not say the "I" bought the Gift Certificate; I said the Gift Certificate #*** was purchased by my daughter at Christmas time and she gave it to me as a "GIFT" and I do not appreciate being called a liar. "SHE PURCHASED IT" and they already have her money. 

  I also don't remember anyone asking me for a receipt but if the receipt is required, I will be more than happy to produce it as my daughter has provided me with the original receipt.

  In regard to the comment about the fake accounts on ******, I had absolutely nothing to do with those therefore I cannot delete something I did not create, and I am insulted by this accusation.   I completed 1 review that bares my name and I stand by it.

  I have received many Gift Certificates/Gift Cards in the past and NEVER have I had any vendor dictate how I can spend them.  This is completely unacceptable.

  As far as I am concerned the resolution to my complaint lies in their hands as I remain completely unsatisfied by their response.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 28/06/2023

  Hey, sorry for the delayed response but as we are extremely new to the business we were not aware of this gift card situation. we work here day and night also the discount we offered to her was fair for both of us. Again the store is under change of ownership now we are also about to change the name of the store. The previous owner should have informed all the customer that this place is getting sold please redeem the gift cards before so and so date. the business deal was finalized in November so its impossible that they never informed before selling the gift card during the Christmas time. we are happy to offer 50% discount on the purchase until the amount is fully redeemed. 

  Thanks