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:06/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 (*****************************) came in to Menchies Janurary 2023 with my family to buy some from yogurt. Once we were ready for check out, their card reader was not working properly. I was asked to move to their other register, where we inserted my card and the payment was finally complete. However, when I checked my account they had charged me twice and both went through. I have gone back 8 times to the store to resolve the issue and get my refund back. I have given my name, number, and card information EACH time. They have told me they cannot give me my refund, that is only something the manger or store owner have authority to do. Yet, I have called the manager 3 times to her cell and 2 times to the store asking for the manager and she has not answered or wanted to speak with me. Her cell goes straight to voicemail, however does not let me leave a message. Which leads me to believe she blocked my number. The last time I visited the store to resolve the matter I met with the manager, who I waited to meet with for almost 3 hours because she was running an errand in Tanasbourne. I was told by her, she will give my info to the owner and should see my refund in the next couple days. I have not gotten my money back. It is now (June 2023) I called the store after that last visit with her and asked to speak to her and she did not want to talk with me over the phone. There was a family right in front of me, in line, at one of the times I came in to the store to resolve the matter. The family was talking to one on the workers about how they also had trouble with the card reader, but they were able to get their refund back. I feel discriminated against and not taken serious. I dont understand why it has been so difficult to get my simple refund back and others were about to get it right away. Please help me resolve this problem.

  Business Response

  Date: 08/07/2023

  Thank you for the opportunity to address the guests concerns. I was just made aware of this issue on Friday. I personally reached out to the guest and discussed what may have happened. On our end we only show one charge. I explained that all credit card and debit transactions are processed through a 3rd party. Shift4 credit card processing.  I told the guest if she could provide me with the last 4 number on the account in question I would submit a ticket and get this issue resolved. The guest asked if she could provide that information to me later in the afternoon which I replied of course. I still have not recieved that information from the guest. I did also reach out again today without any response. We value every guest and are more than willing to help resolve any issue the guest may still be experiencing.  Please let me know what more I can do. Thank you! ************************;

  Customer Answer

  Date: 08/10/2023

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