Automated Cash Technology

Hello, Please see the response below from the [redacted] at our Pick 'n Save store located at [redacted] *** Thank you I spoke with Mr [redacted] I apologized for the experience he had in our storeI explained that we were continuing our investigation of the incident and that we were taking appropriate actionI invited him to contact me personally if I could be of further assistanceHe was satisfied with our responseThanks [redacted]

Hello,Please see the response from the Store Director [redacted] The store team offered to replace the loyalty card that Ms*** claims has been compromised however she is uncooperative and will not provide her current information No addtiional compenstation will be offered and the matter is considered closedAs mentioned in our previous note, we were able to assist Ms [redacted] by providing a $ [redacted] 's gift card, and also offered to assist with the process of getting a new [redacted] 's cardMs [redacted] has not been receptive to this offer and continues to be aggressive with our teamWe do not have any more information on who used her [redacted] 's card, which is why we offered to help her set up a new [redacted] 's cardShe has blatantly refused any help from our teamAt this time, there is not much more that we can do at this pointWe have provided the gift card she requested, but we simply can not offer any additional compensationThank You, [redacted] 'sStore Director [redacted] ***###-###-####

Thank you for the additional information We will investigate this and make sure that you are not contacted again

Hello, This complaint was forwarded today to the [redacted] Michael C [redacted] at that location Michael quickly contacted this customer and was able to resolve the matterMs [redacted] will stop in to the store tonight to pick up a gift card and the matter is now closed Thank you.Fran A [redacted] Roundy's Supermarkets Inc.direct ###-###-####toll free ###-###-####

Good Morning, Please see the following statement from the Service Operations Manager at our [redacted] 's West Loop store located in Chicago, Illinois and close this issue.It has been resolved with the customerHave a good day[redacted] Manager of Customer ServiceRoundy's Supermarkets IncStatement below:Customer [redacted] *** transferred prescriptions for the $prescription transfer programShe redeemed at our location Store#and the other were redeemed at [redacted] ’s West Loop #(6/13/17)We can see that there were other females that redeemed the last rewards, but we cannot confirm or deny any relation to Ms***Ms [redacted] was using another individual’s phone number on her [redacted] ’s account and not her own, which is how we believe her card may have been compromisedOn 6/23/at 5:40pm (Reg,Trans# 0001) we gave Ms [redacted] a $ [redacted] ’s gift card and asked her to replace her [redacted] ’s card with a new card and a working phone number to avoid any future issues that may ariseMs [redacted] refused to get a new [redacted] ’s card and only agreed to update her old card with a new phone number-***

Hello,Thank you for allowing us to address the matterThis customer phoned our Customer Experience Center on November 26, located in our Corporate Offices regarding the expired date on the Kraft Macaroni and Cheese product He claims his girlfriend gagged when she saw mold in the cheese and then asked what if his children ate it? An apology was offered and the customer was asked if anyone ate the product, the customer replied noThe customer was advised to return the product to the store for a full refundHe was angry because he said our store sold an expired productOur customer service department then issued a complaint to the Pick 'n Save store located at [redacted] *** and follow up including a resolution was requested The [redacted] Peter [redacted] checked the shelves and there were no other outdated productsPeter offered the customer a gift card in place of the refund and the customer refused it saying he would not return to that storeAs of date, the gift card placed at the store service desk has not been claimed by the customer.Since the customer's initial call, he has called our corporate offices several times first claiming he called Kraft who offered to send him in coupons then during a second call claimed Kraft is sending him in coupons Our company has issued an apology to this customer and a refund four times the value of the productThe product was not consumed, no injuries to report however this customer continues to pursue a matter which our company has addressed and offered compensation beyond the value/price of the item Please advise this customer that the gift card offer is still valid and we trust this matter is settled.Thank You [redacted] Roundy's Supermarkets Inc.Direct ###-###-####Toll free ###-###-#### ext ***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I never claimed the card was compromised. It wasn't. As explained by Roundy's customer service, the phone number associated with the card was used without any further verification, not the card or card number. At some point Roundy's recognized the phone number was not enough as their kiosks require the first three letters of the last name associated with the account. Why isn't the same security procedure used when giving up to $250?Therefore if Roundy's understood it's own Rewards program, they would acknowledge that getting a new card (with the same phone number?) would not resolve anything . Until Roundy's stops using phone numbers without further ID to give up to $250 credit as their prescription transfer promotion allows, any card holder will continue to be subject to the same issue.Also, *** explained that the card number is printed on all receipts when the card is used except for one digit and everyone's card number is at risk within just 10 guesses which would compromise everyone's card. However, the CARD number is never an option only the PHONE number. Changing the phone number would be the only rational solution, NOT getting a new card. This is not a store issue, it's a Roundy's issue affecting every Roundy's store participating in the Rewards program. Regards, [redacted] ***

Hello,Please see the account of this incident below from store personnelThe issue was addressed immediately with MrRoss and the customer received a refund as a courtesy even though audit of the register did not reveal an overage The Store Director [redacted] also made an attempt yesterday December 21st to further compensate this customer without success We consider this matter settled and ask you to close this file.Thank you***, Roundy's Customer Experience Center Manager Customer was upset because he said he did not get the correct change from [redacted] in the Liquor deptHe was very angry & said we were stealing his money.I pulled the drawer immediately & took it to the cash office to count itThe drawer balanced perfect I talked to the customer & with many apologies, explained the procedure of having Loss Prevention review our tape of the incident & we would get back to him as soon as possible.We had to wait until Rochelle could come in After viewing the tape she said [redacted] placed the bill in the $spot in the drawer( We sent money through the cash counter when we balance it) She was unable to verify if the bill was a $or a $dollar bill We gave the customer the benefit of the doubt and returned the money to him with our apologies for the delay and for his patienceYesterday, 12/21/16, Rob called the customer, there was no answer He left a message telling the customer to please call us so we could resolve this issue He did not return the call.Rob then went with Tim to the customer’s apartment at approximately pm, with another $and a fruit basket They were unable to locate his apartment and returned to the storePlease call me with any other questions.Thank you,*** [redacted] ***Green Tree # NPt Washington RDGlendale, WI

Hello,Thank you for allowing us to address the matterThis customer phoned our Customer Experience Center on November 26, located in our Corporate Offices regarding the expired date on the Kraft Macaroni and Cheese product He claims his girlfriend gagged when she saw mold in the cheese and then asked what if his children ate it? An apology was offered and the customer was asked if anyone ate the product, the customer replied noThe customer was advised to return the product to the store for a full refundHe was angry because he said our store sold an expired productOur customer service department then issued a complaint to the Pick 'n Save store located at [redacted] *** and follow up including a resolution was requested The [redacted] Peter [redacted] checked the shelves and there were no other outdated productsPeter offered the customer a gift card in place of the refund and the customer refused it saying he would not return to that storeAs of date, the gift card placed at the store service desk has not been claimed by the customer.Since the customer's initial call, he has called our corporate offices several times first claiming he called Kraft who offered to send him in coupons then during a second call claimed Kraft is sending him in coupons Our company has issued an apology to this customer and a refund four times the value of the productThe product was not consumed, no injuries to report however this customer continues to pursue a matter which our company has addressed and offered compensation beyond the value/price of the item Please advise this customer that the gift card offer is still valid and we trust this matter is settled.Thank You [redacted] Roundy's Supermarkets Inc.Direct ###-###-####Toll free ###-###-#### ext ***

Hello,Please see the detailed resolution for this complaint from the Service Operations Manager at our Pick 'n Save Store located in Greenfield WIWe trust this matter has been resolved.Thank you*** ***Manager, Roundy's Customer Experience CenterSEE THE FOLLOWING RESOLUTION:*** visited
our store on Sunday, 4/21/and was charged not only for her order but also for the customer behind her in line. (Original receipt is attached with ***'s true total highlighted)It was a total over charge of $103.71Front End Lead was informed of the incident and followed thru with an email to LP (Loss Prevention) requesting the customers information from their Fresh Perks Card. She did not hear back from LPEarly Monday morning (4/18/16), *** called and spoke with our bookkeeper prior to management arriving at the store. *** expressed she was upset and wanted a manager to call her backI was informed of the situation when I arrived to work and immediately called accounting to inquire about a speedy refund. I did not hear back from accountingAt approximately 10am on Monday 4/18/16, *** called the store again and was extremely upset stating that she had contacted the Revdex.com because we overcharged her and we had done nothing to contact her and make the situation rightAnd on top of that, she had been charged $for an overdraft on her bank accountI explained to *** what steps had been taken immediately on Sunday night to obtain her contact information and that I was currently waiting for our accounting department to contact meI asked her to hold while I tried to call accounting again and this time I did get through. If accounting did a refund, it would take about days to hit her account. I told *** that if she trusted me, I would be more then happy to refund her debit card over the phone for $($overcharge and compensating for any overdraft charges to her account)This made *** happy, I continued to apologize and I expressed that we would see her on Sunday when she comes shopping again. *** *** - Service Operations Manager - Pick 'n Save #Greenfield/Coldspring, WI, - P: *** ***

On Tue, Feb 16, at 8:AM, *** *** *** wrote:They.lied I only got $backWere is my gift card ?

The response was mostly inaccurateThe manager did call NOT me, Tyler didI was at work when he offered to bring the item and refundAmy gave me no choice but to drive bavk to the store, which was the whole pointAgain, not my job to do yoursYou should of known the details, before responding so arrogantlyLack of knowledge to situation based on their responseI can really tell that pick n save does not care about customer service
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,
Maria ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Over a week ago I was contacted by *** *** of the Pick and Save on *** *** ***I was informed that the store was looking into the problem, and was taking it seriouslyHowever, its now been weeks.since the incident happened, I haven't heard of any action taken by the store to curtail the type of behavior that took placeNor have I been informed of even a reprimand for the offending employeeCustomers should not have to put up with obscenities, unwillingness and lack of effort towards providing service, and outright disrespect, It seems like Pick and save, and by extension their parent company, Roundys, think this will just fall by the wayside.This problem occurred in front of my granddaughterTo have to have her hear the language just added to the humiliation.This matter has not been resolved To any customer's satisfaction
Regards,
*** ***

Hello,
The *** *** said Amy
offered both a refund and replacement product however the customer was upset
because she claims this has happened to her beforeAmy also suggested the
customer contact him if she was still unhappy.
Please see the resolution below
by the ***
*** and we consider this issue resolved
Thank you
Fran ***
Roundy’s Customer Experience
Center
I called and left a message for the
customer, she called back when I was not here and spoke to my Assistant Tyler
Tyler offered to bring the ground mustard plus a full refundAs I
communicated with him he would also go to her residence with flowers and an
apologyThe customer did not want us to come to her place of residence and
said she would prefer to come into the storeTyler placed a refund in an
envelope, the ground mustard, and a dozen roses at the service counter for the
customer when she came in to pick it up
Let me know if you need any other details
Thank You
Andrew ***
*** ***
*** *** * *** ***
###-###-####

We have no open orders for this company and they are now on our no call list Sorry for any inconvenience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have also requested more than the $for the aggravation, time, and their allowance of someone who does NOT have my card to use my credits. The machines at Lakeview East require the first three letters of one's last name if using a phone number instead of a card. So not sure how someone was able to use just a phone number (it WAS my number!). If a friend, family member or neighbor happens to recommend this promotion to others, then apparently it will alert another that they can just use the phone number of friend, family or neighbor to use their credit.The card was not compromised, I have always had the card. Roundy's allowance for just a phone number without additional security for up to $of potential credits is the problem
*** ***

This is what keeps happening. They call *** *** *** and ask for the the maintenance department. When asked about why we received a call like we did yesterday October, they say we are not on their list or we sent in a request. I did not catch the name of the man who called yesterday claiming to be from Pioneer Research. But, when I asked why he was calling me he immediately slammed down the phone and hung up, like he know he was not supposed to be calling

Hello, Please see our responses on 11/and 12/7. The customer received a refund, additional product and a gift card. We consider this matter closed. Thank you*** ***
*** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I received a refund after daysIf they had been polite to me and explained to me their policy I wouldn't have been assertive in asking for infoTheir response is crass and generally disrespectful, however, I did get the refund with presumably assistance from Revdex.com and now wish to close this complaint
Regards,
*** ***

[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,
*** ***