Dairy Queen/Orange Julius Treat Ctr

[redacted] In response to [redacted] Complaint ID [redacted] There are clearly differing opinions as to what happened during [redacted] 's visitI have spoken with the staff regarding the incident and they are very clear about what happenedThe staff felt threatened and acted accordinglyI have never received a single phone call about this incident from [redacted] I'm happy to resolve this, but it hasn't been made clear to me what the customer is actually looking for.Thanks, [redacted] Vice President [redacted]

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Good day,I have reviewed the complaint written by one of our customersThe following is my
response:The customer was angry that our store manager would not honor a bounce back couponThe nature of a bounce back coupon is to attempt to have the customer come back in the futureMy manager refunded the customers purchaseAfter the refund the customer threw a pen at my employeeOur policy is to do absolutely everything we can to satisfy our customers, but when an object is thrown at an employee that policy goes out the windowAt this point the manager contacted security and they will be denied service in the futureI have statements available from the entire staff that witnessed this eventThis customer never once tried to contact anyone in our corporate office. Thanks,*** ***Vice President*** *** *** ***
*** *** COMPLAINT ID: *** ***

Complaint: ***
I am rejecting this response because: what was said in the above response to my complaint was a blatant lieNeither myself nor my husband threw a pen or any other object at the staffEven if my husband threw his shoe at them, why was service denied to me? I did nothing wrong! I would like mall security footage to be viewedAlso the head of security as well as the security officer both stated that DQ was in the wrong and helped me file the complaintThe leasing manager contacted me, and stated that after questioning the staff about the incident, none of them could give a reason why they denied me service other than the fact that I was his wifeAs for not contacting *** ***, I called the moment I received his number and left a messageI called again Sunday, and a third call was made MondayI can print my cell phone statements to show thisSounds like he is as much of a liar as his staff is!
Regards,*** ***

[redacted]
 
In response to [redacted] Complaint ID [redacted]There are clearly differing opinions as to what happened during [redacted]'s visit. I have spoken with the staff regarding the incident and they are very clear about what happened. The staff felt threatened and acted accordingly. I have never received a single phone call about this incident from [redacted]. I'm happy to resolve this, but it hasn't been made clear to me what the customer is actually looking for.Thanks,[redacted]Vice President[redacted]

Complaint: [redacted]
I am rejecting this response because: [redacted], I would like you to contact the head of mall security and request to view the day in question. I am more than confident you will see that my husband never thew any object at your employees. I feel that they are making excuses as to why service was rejected. What I am still not clear on, is why service was rejected to me. I did nothing wrong. I was not even in the area when the incident occurred. I was treated poorly, wrongly denied service, humiliated in public, all because your staff did not want to honor a coupon. What I want is an apology by the staff for how I was treated and for how this matter was handled.[redacted]
Regards,
[redacted]