[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
On Mon, Mar at 6:PM , *** *** wrote:
To Whom It May Concern,
I responded to *** *** answer to my complaint, but I believe I choose the wrong item when I responded I wanted to accept her response and close the account as "satisfied." I think I choose not to accept her response Please correct my error as I do believe this matter is closed and do not want to pursue further
Thank you,
*** ***
My name is [redacted] and I am the owner of the Schlotzsky's location referenced in this complaint. This location has been operating since 1994, and I have been...
employed here since 1996. I became a franchise partner and took over ownership in 2008.
In my restaurant, we have a large menu board on the wall directly behind the cashiers. This is where we display all current price information. We also provide printed carry-out menus on request, which contain more detailed information regarding ingredients. These menus are only printed a few times a year, and the prices and item offerings are subject to change. Mine is not the only Schlotzsky's franchise in the area, and each owner determines his own price structure and menu offerings to a degree. Prices and item availability vary from location to location.
The Schlotzsky's corporation recently made a large change to our menu both in look and item offerings, making the print menus on-hand incorrect. I discarded all but one, which the cashiers use in full disclosure as a tool to help customers navigate the extensive menu. Many customers desire a copy of the menu so they can determine what to order, and we tell them when necessary if prices and item offerings have changed. Price discrepancies are not a common occurrence, because usually we can coordinate menu changes with menu printing. In this instance the change was system-wide and had to be rolled out on a specified date. New print menus are not available for order yet, which is beyond my control. Most people are reasonable and understand. Never before in all the years I have been working in restaurants have I had a customer accuse me of violating the law over an old menu.
This man has already voiced his concerns to the Schlotzsky's corporation, and they reported to me that the issue with this customer has been resolved. I have access to the correspondence he had with them if it becomes necessary to prove it. My cashier explained to the customer before he placed his order that the prices on the print menu were no longer current, and the customer immediately declared us in violation of the law and threatened to "Tell the state!" The cashier called for the GM, who reinforced the fact. The customer canceled his order and requested a refund, which we provided. We apologized for the misunderstanding. The entire interaction took less than ten minutes.
It is not our intention to mislead customers regarding the price of our products. As a result of this, my GM discarded the one remaining out-of-date counter menu in front of the customer. The only place price information is available in the store is on the menu board, which as stated is current. We operate Monday - Saturday 10:30 AM - 8:30 PM andSunday 11 AM - 7 PM. I am not interested in breaking the law, and welcome any person concerned to come verify the legality of our operation for themselves. Sometimes misunderstandings between customers and businesses occur, this is not always evidence of sinister motives.
I would offer to refund this customer, but as he made no purchase he has suffered no loss. It seems the intention of this individual is to embarrass my business publicly and cause damage to my reputation. Consequences of his actions could have a lasting impact on my business, which myself and others have spent years building. This is my livelihood, and I take attacks like this very seriously. His assumption that my staff and I all lack integrity is offensive, and his zeal to turn us into criminals says more about his character than mine. The guilty-until-proven-innocent nature of public opinion gives me cause to be prepared to defend myself against any further attacks by this individual. It is also against the law to make unsubstantiated public claims about another, particularly when it is to their detriment.
Thank you for giving me the opportunity to defend myself, please advise of any further action required on my part.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
On Mon, Mar at 6:PM , *** *** wrote:
To Whom It May Concern,
I responded to *** *** answer to my complaint, but I believe I choose the wrong item when I responded I wanted to accept her response and close the account as "satisfied." I think I choose not to accept her response Please correct my error as I do believe this matter is closed and do not want to pursue further
Thank you,
*** ***
My name is [redacted] and I am the owner of the Schlotzsky's location referenced in this complaint. This location has been operating since 1994, and I have been...
employed here since 1996. I became a franchise partner and took over ownership in 2008.
In my restaurant, we have a large menu board on the wall directly behind the cashiers. This is where we display all current price information. We also provide printed carry-out menus on request, which contain more detailed information regarding ingredients. These menus are only printed a few times a year, and the prices and item offerings are subject to change. Mine is not the only Schlotzsky's franchise in the area, and each owner determines his own price structure and menu offerings to a degree. Prices and item availability vary from location to location.
The Schlotzsky's corporation recently made a large change to our menu both in look and item offerings, making the print menus on-hand incorrect. I discarded all but one, which the cashiers use in full disclosure as a tool to help customers navigate the extensive menu. Many customers desire a copy of the menu so they can determine what to order, and we tell them when necessary if prices and item offerings have changed. Price discrepancies are not a common occurrence, because usually we can coordinate menu changes with menu printing. In this instance the change was system-wide and had to be rolled out on a specified date. New print menus are not available for order yet, which is beyond my control. Most people are reasonable and understand. Never before in all the years I have been working in restaurants have I had a customer accuse me of violating the law over an old menu.
This man has already voiced his concerns to the Schlotzsky's corporation, and they reported to me that the issue with this customer has been resolved. I have access to the correspondence he had with them if it becomes necessary to prove it. My cashier explained to the customer before he placed his order that the prices on the print menu were no longer current, and the customer immediately declared us in violation of the law and threatened to "Tell the state!" The cashier called for the GM, who reinforced the fact. The customer canceled his order and requested a refund, which we provided. We apologized for the misunderstanding. The entire interaction took less than ten minutes.
It is not our intention to mislead customers regarding the price of our products. As a result of this, my GM discarded the one remaining out-of-date counter menu in front of the customer. The only place price information is available in the store is on the menu board, which as stated is current. We operate Monday - Saturday 10:30 AM - 8:30 PM andSunday 11 AM - 7 PM. I am not interested in breaking the law, and welcome any person concerned to come verify the legality of our operation for themselves. Sometimes misunderstandings between customers and businesses occur, this is not always evidence of sinister motives.
I would offer to refund this customer, but as he made no purchase he has suffered no loss. It seems the intention of this individual is to embarrass my business publicly and cause damage to my reputation. Consequences of his actions could have a lasting impact on my business, which myself and others have spent years building. This is my livelihood, and I take attacks like this very seriously. His assumption that my staff and I all lack integrity is offensive, and his zeal to turn us into criminals says more about his character than mine. The guilty-until-proven-innocent nature of public opinion gives me cause to be prepared to defend myself against any further attacks by this individual. It is also against the law to make unsubstantiated public claims about another, particularly when it is to their detriment.
Thank you for giving me the opportunity to defend myself, please advise of any further action required on my part.
Regards,
[redacted]
Owner
[redacted] [redacted] [redacted]