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:07/30/2024

  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.

  As a homeless individual, I downloaded the **** app and won a free sandwich, donut, and cookie. Accompanied by my girlfriend, I visited the **** store at *************************************, to redeem these offers. The attendant informed me the total was $10 because I had selected the wrong sandwich. After correcting this and being told the correct sandwich would be ready in five minutes, I confirmed with the checkout attendant that I could consume the donut while waiting.While eating the donut, another store attendant aggressively accused me of eating unpaid items. Despite explaining and confirming with the initial attendant, he demanded a receipt I did not receive. He used highly abusive and profane language, including threats, and demanded I leave. His behavior became increasingly hostile, and he claimed his father owned the store, expressing disdain for customers using promotional offers. At one point, he physically threatened me. His father and other employees intervened but displayed similarly aggressive behavior.This entire encounter was extremely distressing and humiliating. The aggressive and discriminatory behavior, coupled with the failure to honor promotional offers, is unacceptable. As a result, I experienced significant emotional distress and humiliation.I request the following actions from **** corporate offices:Investigation: Conduct a thorough investigation into the behavior of the employees involved.Disciplinary Action: Take appropriate disciplinary action against the aggressive employees.Training: Implement additional training on proper customer service and adherence to promotional offers. Compensation: Provide appropriate compensation for the distress and humiliation I suffered. Written Apology: Issue a formal written apology for the unacceptable treatment I received. I trust **** will address this matter with the seriousness it deserves to prevent future incidents. I look forward to your prompt response and resolution of this complaint.

  Business Response

  Date: 08/05/2024

  My name is Mo Mustafa, and I am the employee that was involved in this matter. The customer and his girlfriend came up to the counter with a hot food item, donut, and cookie. They were trying to redeem their free items on the **** app. However, the hot food item and cookies did not match the description of the free items mentioned in the app. So, when my coworker Trinity scanned their phone to redeem the 3 free items it only gave credit for one which was the donut.  Trinity who is a new employee then asked me why it was not working and I explained it is because they grabbed the wrong items. So the couple left the counter without finishing the purchase as the transaction was still on the register. ******* then had to void the transaction to help the next customer. I assumed they went to retrieve the correct items but then I saw him eating the sandwich. I went to the back hot food area and I told him what are you doing you did not pay for those. He kept insisting that he did pay for them with the app with my coworker. He then asked me "Why do you care it is not like you own this stuff". I told him actually I do and my dad is the owner. He continued to tell me that it is paid for, and he had the free items on the app. I told him that is not how it works and told him he never got a receipt and that transaction from earlier never went through. He was refusing to go and pay and things were getting confrontational I got upset and called him a profane word which I apologize for doing so. Afterwards we all went back to the register, and I rang up the correct items and we used his app to redeem the free items. I told him there you go everything went through and told him Thank you. He stopped at the door and said you still called me a B**** what time do you get off work. I started yelling at him as I felt he was threatening me and that is when my dad and coworkers stepped in and told him to leave politely which the couple did afterwards. My dad and I have had this business since 1999 for 25 years now and treat all our customers with friendly customer service and respect. We also like to make the customers happy, so they continue their business with us. We are always suggesting our promotions or using our app to help save them money.

  Customer Answer

  Date: 08/07/2024

  *****************
  *************************************
  ******, ** 97338
  ***********************
  **************
  07/27/2024
  ****************
  Resolutions Coordinator
  Better Business Bureau
  **********************************************
  RE: Complaint ID ********
  Dear ****************,
  Thank you for facilitating the communication between myself and *******'s ****. I have reviewed the response provided by the business, and I must reject it as it contains several inaccuracies and misrepresentations of the events that transpired on July 26, 2024.
  The business has admitted to some of the inappropriate behavior but has altered the sequence of events to downplay the severity of their actions. The facts as I have stated them are accurate:
  Promotional Offers: I won a free sandwich, donut, and cookie through the **** app and visited the store at *************************************, to redeem these offers.
  Interaction at Checkout: I initially selected the wrong sandwich, was informed of the mistake, and was told the correct sandwich would be ready in five minutes. The checkout attendant confirmed that I could consume the donut while waiting.
  Aggressive Confrontation: While consuming the donut, a store attendant aggressively accused me of eating unpaid items. Despite explaining and confirming with the initial attendant, he demanded a receipt, which I did not receive. He used highly abusive and profane language, including threats, and demanded I leave. His behavior became increasingly hostile, and he claimed his father owned the store, expressing disdain for customers using promotional offers. At one point, he physically threatened me. His father and other employees intervened but displayed similarly aggressive behavior.
  The response from the business suggests that I was eating a sandwich, which is false. I was waiting for the correct sandwich to be prepared and was consuming the donut as agreed with the initial attendant. Additionally, the response fails to address the aggressive and discriminatory behavior displayed by the store employees.
  Request for Camera Footage:To validate my account of the events and ensure an accurate resolution, I request that the business provide the camera footage from the store during the time of the incident. This footage will clearly show the sequence of events and interactions between myself, my girlfriend, and the store employees.
  Desired Actions:I reiterate my request for the following actions from **** corporate offices:
  Investigation: Conduct a thorough investigation into the behavior of the employees involved.
  Disciplinary Action: Take appropriate disciplinary action against the aggressive employees.
  Training: Implement additional training on proper customer service and adherence to promotional offers.
  Compensation: Provide appropriate compensation for the distress and humiliation I suffered.
  Written Apology: Issue a formal written apology for the unacceptable treatment I received.
  I trust that **** will address this matter with the seriousness it deserves to prevent future incidents. I look forward to your prompt response and resolution of this complaint.
  Thank you for your attention to this matter.
  Sincerely,
  *****************