Complaints

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• Initial Complaint

  Date:11/15/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  I have been a customer of ********************** for very long. It came to my attention that I was mission numerous amount of points and that the employees had been ringing up my sister under a shared account which is illegal. Upon speaking to the location November 13th at Aprox 7 I was given 1000 points what is equivalent to 100$. Two days later on November 15th I was told the points where to no use and had been stolen or taken from the account earlier that day at Aprox 3pm. I called and spoke to ********* the manager at south Chicago who I advised I would write this complaint. Her main priority was getting her items in stock and writing notes leaving this situation to be resolved with 48 hours with very little to no care or attention. It isnt the first time this place is known for missing with peoples information and rewards. I was also yelled at and told many times as if I were the employee who added or committed a mistake. I would kindly not only like my $100 / 1000 points but also my time, gas and money spent on having to get a item without being able to use access my rightful points I attached the original call of 15 minutes that Wednesday where G for short ) the person I spoke to added the points also demarious the supervisor at another location confirmed that the location took my points at 3:10pm today Friday nov 15.

  Business Response

  Date: 11/26/2024

  Response to BBB Complaint ID ******** 
  
  Dear Better Business Bureau Representative, 
  
  Thank you for contacting us regarding the complaint submitted on November 15, 2024. We appreciate the opportunity to provide a clear account of the events and explain the steps we took to address the customers concerns. 
  
  Summary of Events

  
  1. Customer Points Expiration: 
      The customer inquired about points from a rewards transaction that occurred over a year ago. Our rewards program has a 90-day expiration policy, which had been exceeded. While      the points were no longer valid, the customer expressed dissatisfaction and requested a "credit" for the dollars spent to earn the points. 
  2. Goodwill Gesture at ********: 
      During the customer's visit to our Norridge location, our team explained the expiration policy and, as a goodwill gesture, added a $15 discount to the account to acknowledge the            situation. 
  3. Points Reinstated at South Chicago: 
      The customer then called our ********************************************* location. To further resolve the matter, the South Chicago team apologized and reinstated ***** points as an additional courtesy. 
  4. Miscommunication Across Stores: 
      The customer attempted to redeem both the $15 discount and the ***** points at the ******** location. Due to miscommunication between the stores, the Norridge team, unaware        of how the points had been reinstated, temporarily removed them while investigating the issue. This understandably caused frustration for the customer. 
  5.  Final Resolution at Calumet City: 
       After reviewing the situation internally, the ***************** fully reinstated the ***** points, honored the $15 discount, and invited the customer to the store. In addition, they               provided the customer with complimentary merchandise as an apology for the inconvenience. 
  
  Clarification 
       The customers points had expired per our policy, and the initial issue was not caused by any error on our part. However, the lack of clear communication between our three                   locations led to confusion about applying both the discount and the points. This miscommunication, while unintentional, created a frustrating experience for the customer, for which         we apologize. 
  
  Resolution and Future Steps 
  We believe the issue has been resolved as follows: 
  The customer was provided with $15 off, ***** reinstated points, and complimentary merchandise. 
  We have apologized for the inconvenience caused by miscommunication across locations. 
  To ensure better handling of such situations in the future, we are taking the following steps: 
  1. Improved Inter-Store Communication: Implementing a standardized system to share account-related updates across locations in real-time. 
  2  Policy Clarification Training: Reinforcing the 90-day expiration policy to all team members to ensure consistent explanations to customers. 
  3. **************** Coordination: Enhancing training on cross-location collaboration to ensure seamless issue resolution. 
  
  Conclusion 
  We regret that the customers experience did not meet our usual standards and appreciate the opportunity to resolve the situation. Should you require further information or documentation, please feel free to reach out. 

  
  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22563819
  
  I am rejecting this response because: 1: I didnt have to get points retro active it was because they were illegally ringing people up under wrong accounts and wrong points. Norridge should have never took any points for any investigation with out proper authorization or personal.

  in fact you said Norridge took the points when I was there but I was there aT 7pm points were stolen at 3:10 according to another manager and I have correct documentation. 

  2: the location which stole my points never reached out or professional made it right instead I had to wait several days and keep insisting  to other locations for help only to find out that employees where not only denying me rights to my points but trying to cover up for the illegal transactions.   
  

  3 I never got free or complementary merchandise I only received my points I had to begin with or was given rightfully in fact I waisted time gas and money having to purchase a product full price and having to go to a location 40 miles within my range. 
  

  the response you have given is a lie in fact ********* the manager who stole them from the start never called or reached out as promised a crock . 
  

  I suggest you write the correct response based off the events of time and if you dont have that I highly suggest just reaching me because this isnt how a business should run with unprofessional customer service and lots of covering up when it comes to mistakes. it comes down to hard working tax payers sadly.

  
  Sincerely,
  
  ******* *****