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:10/01/2023

  Type:Service or Repair 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.

  They lie about how you get points in their reward system and at times they do not give you points at all on online purchases and they say you have created multiple accounts and at times when you spend you get less points than the item is worth.

  Business Response

  Date: 10/21/2023

  ******** also left a ****** review and has since taken it down after a conversation him and I had. Prior to that I responded to his review with the following:

  ****, let's start by talking about the rewards program. You earn points (mg) for every item you purchase IF the item is over $10. It used to be every item until the system was being abused and manipulated, by you. At that time we had to change it. We have never once lied to you about this, in fact multiple employees have spoke with you about it and explained why we were making the change, on multiple occasions. We don't have to have a loyalty program at all, we pay an additional charge to Square to give our customers this benefit and we are happy to do so, but when some try and manipulate the system, processes and procedures have to be put in place in order to prevent that from happening. Next, let's talk about the creation of multiple accounts for online orders, just Saturday we merged 9 accounts of yours and we've done this several times for you in the past. So it's not the system creating multiple accounts for you, there is something you are doing for this to happen. Not to mention, when we merge your accounts, you don't lose points. Now, the items in question you are referring to in which you recieved 12 points one day and 6 another, you actually weren't supposed to recieve the 6 or the 12 as they were addtional flavor variations that were added later and the point system was not updated to show you were not to earn points for those. We have since went in an fixed this error, thank you for bringing it to our attention. You also forgot to mention the FREE items you recieved on Saturday when you were in, and many other times you've recieved FREE items since you've been coming in for the past 2 years. I find it odd you felt the need to write this review as we are all on a pretty personal level, you tell us about what you are doing for the holiday's, about your dog, what you are eating for lunch that day, etc. and we see you many days a week, I feel as though if you were that upset about the 6 point's you thought you missed out on, you would have brought it to our attention. 

   

  In this response you should see the reasoning why this is a false complaint, and it is even more so backed up by the fact he deleted his review. During our phone call he said "I am also going to see what I can do about the BBB complaint but I guess he chose not to reach out or was not able to remove it. 

   

  We do not lie about our rewards program, everyone receives 1pt for every $1 spent as long as the item is over $10. After 100pts are accumulated the customer receives a $10 off coupon with no minimum purchase. If you have any further questions please let me know. 

   

  Thank you,

  *******************************