Auntie Anne's, Inc

[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.
Regards,
*** ***

Auntie
Anne's, Incis comprised of a network of franchisees who own over
stores in the United States. The store
in this complaint, ***, is independently owned and operated, so we contacted
the franchisee and were advised that the following steps were taken to resolve
the
issue with the customer:1. On August 20, 2015, an
apology was emailed to the complainant from the General Manager2. A refund was
offered/provided3. Retraining of the
staff for both customer service (provide a refund or, if unsure, contact a
manager) and food preparation (temperature and product checks) Customer
was also called and sent free pretzel cards

Good morning,Please see attached for the action plan submitted by the franchiseeThe guest has been responded to by Matt K*** and Maria S*If you have any questions about this information please email [email protected] you,Marlena F* Senior Guest Care
SpecialistWe have lost focus on the AAP operationsDuring some recent management transition the store found itself without a clear owner or otherwise accountable managerDon S*** has been identified as the owner of the conceptDon will attend training in Lancaster with AAP sometime in SeptemberAlso in early September a trainer from AAP will be brought on site to train the staff on proper procedures.We are in the process of hiring additional hourly associates to further shore up the AAP teamA high turnover, excessive call-outs, and poor customer service have negatively impacted the operations.In addition to the AAP training discussed above, we commit to going through the AAP video training modules from the gridTerence Bell will also deliver the HMS Host Star Hospitality training to all team members.Finally New Senior Director Matt K*** will be on site upon completion of two weeks of trainingWith Matt on board Wayne C*** will be tasked to spend the majority of his time in terminal two focusing to improve all terminal two operations

[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. AS LONG ASX COUPONS ARE RECEIVED. BEEN DAYS SINCE PRMISED
Regards,
*** ***

Please see below for the email that was sent to the guest on 9-13-at 4:pm from a member of the management team at Dadeland MallDear *** ***,I am writing in response to the complaint that you recently submitted to the Revdex.com regarding your last visit to Auntie Anne’s in the Dadeland MallWe
were very sorry to learn of your upsetting experience, and thank you for your feedbackPlease know that we will be conducting our own internal investigation regarding this matter and will address it accordingly with all management and staff at that particular locationI will contact you by phone once we have addressed this situation to let you know of the outcomeRest assured that we take complaints like this very seriously, and will do everything we can to prevent this from ever happening again.Once again, thank you for your comments, and we do apologize for any upset that the incident may have caused youGuest feedback such as yours helps us to provide Pretzel Perfection to each and every Guest that visits our stores, and we certainly do appreciate itSincerely,Nick K***, J.D., Esq

Auntie
Anne's, Incis comprised of a network of franchisees who own over
stores in the United States. The store
in this complaint, ***, is independently owned and operated, so we
contacted
the franchisee and were advised that the following steps were taken to resolve
the issue with the customer:
1. On August 20, 2015, an
apology was emailed to the complainant from the General Manager
2. A refund was
offered/provided
3. Retraining of the
staff for both customer service (provide a refund or, if unsure, contact a
manager) and food preparation (temperature and product checks)
Customer
was also called and sent free pretzel cards

Since Auntie Anne's is a franchise organization, the complaint was forwarded to local management to review and address as necessaryIn reviewing the cameras, a no salt pretzel was baked fresh for the guestThis item is not typically kept in the warmer, as it is considered a special requestCrew
members were completing their tasks and were not goofing offThe attached letter has been sent to the customer with some free pretzel cards