Automated Cash Technology

Hello,Please see the response from the Store Director [redacted]. The store team offered to replace the loyalty card that Ms. [redacted] 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 closed. As mentioned in our previous note, we were able to assist Ms. [redacted] by providing a $50.00 [redacted]'s gift card, and also offered to assist with the process of getting a new [redacted]'s card. Ms. [redacted] has not been receptive to this offer and continues to be aggressive with our team. We 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 card. She has blatantly refused any help from our team. At this time, there is not much more that we can do at this point. We have provided the gift card she requested, but we simply can not offer any additional compensation. Thank You, [redacted]'sStore Director [redacted]###-###-####

Hello,Please see the account of this incident below from store personnel. The issue was addressed immediately with Mr. Ross 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[redacted], Roundy's Customer Experience Center Manager  Customer was upset because he said he did not get the correct change from [redacted] in the Liquor dept. He was very angry & said we were stealing his money.I pulled the drawer immediately & took it to the cash office to count it. The 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 $20.00 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 $20.00 or a  $5.00 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 patience. Yesterday, 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 5 pm, with another $15.05 and a fruit basket.  They were unable to locate his apartment and returned to the store. Please call me with any other questions.Thank you,[redacted] [redacted]Green Tree # 8766969 N. Pt Washington RDGlendale, WI

Hello, We apologize for any mis-information our customer was given. Customers can view our entire coupon policy on the website: www.picknsave.com/ by clicking on Coupon Policy at the bottom of the homepage. I am including the Double Coupons portion of our policy below for your convenience. Coupons...

in excess of 1.00 cannot be doubled, therefore the 3.00 coupon our customer mentioned would not be doubled. The employee mentioned by the name of Christy may have extended a one time courtesy by refunding the difference of the higher value coupon. We also DO NOT accept expired coupons. We trust this matter is settled and consider this matter closed.Thank you[redacted]Manager Customer Experience CenterDouble Coupons The following rules apply to all coupon doubling.• Customer Eligibility Rules: The following prerequisite requirements must be met before doubling will occur. o Customer’s Fresh Perks card must be scanned at the beginning of the order (where required).o Customer must spend $25 in a single transaction. ? $25 requirement is before tax.? $25 requirement is after paper store coupons.? $25 requirement is after Fresh Perks card discounts or store discounts (where Fresh Perks card is not required).o A limit of 5 eligible coupons in total can be doubled.o Manufacturer coupons with a face value of $1.00 and under are eligible for doubling.• No cash back will be given• The total coupon value, including the doubled amount, cannot exceed the price of the product.• E-Clips will not double on Double Daze.• A Roundy’s Banner Gift Card purchase cannot be used toward the Double Coupon $25 threshold.• We do not double a manufacturer coupon where the item is FREE.

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 matter. Ms. [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 ###-###-####

Hello,Please see the information below provided by [redacted] who is our Category Manager for this product He phoned the customer and left a message, she replied via voicemail, see the details below. This matter is considered closed. Thank you.  The customer returned my call and left a...

message. She stated that she felt the store did not care about her concerns and just gave her a gift card. She felt she needed to go further than store level.  I told her on voice mail that she could call me anytime with concerns I would work through our supplier, Little bear , to improve the cilantro.  She commented she didn't want another call back.

Sorry for any inconvenience.  We do not show your company or name as one of our customers at any time.  Please send details for all calls with salesperson name and dates.  We will make sure you are not contacted if on any of our sales lists.  We will investigate these calls....

 We do not like anyone making claims like this about our company.

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 store. I explained that we were continuing our...

investigation of the incident and that we were taking appropriate action. I invited him to contact me personally if I could be of further assistance. He was satisfied with our response. Thanks.
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

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

Hello,Please see the response below from the [redacted] at our Pick 'n Save store located at [redacted]. Thank you. 
From:
[redacted]
Sent: Friday, May 15, 2015 4:16 PM
To: [redacted]
Cc: [redacted]
Subject: RE: Customer Complaint [redacted]
 
[redacted]
and [redacted],
[redacted]
returned my call. I apologized for the situation. I inquired as to whether or
not she was receiving the coupon book through the U.S. mail or the Milw.
[redacted]. She was not willing to provide an answer to that
question. She was focused on her perception that we were
discriminatory by not having an unlimited number of copies available for the
duration of the ad. I explained that the coupon book states that it is
"not available in stores" but that we are provided a limited
number of copies for customers who do not receive the ad through
the normal distribution means. I also explained that we are happy to
provide a copy for any customer to view and will gladly apply any discounts for
desired items even after all store supplied booklets are exhausted. I
offered to set aside a personal copy for her for each coupon book promotion.
While she was not completely satisfied with my offer it was acceptable to her.
Please let me know if there is anything more I can do. Thanks.
 
[redacted]
###-###-####

Hello,Thank
you for allowing us to address the matter. This customer phoned our Customer
Experience Center on November 26, 2015 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 no. The customer was
advised to return the product to the store for a full refund. He was angry because
he said our store sold an expired product. Our 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 products. Peter offered the customer a 10.00
gift card in place of the 2.50 refund and the customer refused it saying he
would not return to that store. As of date, the 10.00 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 100.00 in
coupons then during a second call claimed Kraft is sending him 50.00 in
coupons.  Our company has issued an apology to this customer and a refund
four times the value of the product. The 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 [redacted]

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 customer. Have a good day.[redacted]Manager of Customer ServiceRoundy's Supermarkets...

Inc. Statement below:Customer [redacted] transferred 6 prescriptions for the $25.00 prescription transfer program. She redeemed 4 at our location Store#538 and the other 2 were redeemed at [redacted]’s West Loop #508 (6/13/17). We can see that there were 2 other females that redeemed the last 2 rewards, but we cannot confirm or deny any relation to Ms. [redacted]. 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 compromised. On 6/23/17 at 5:40pm (Reg.24 ,Trans# 0001) we gave Ms. [redacted] a $50.00 [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 arise. Ms. [redacted] refused to get a new [redacted]’s card and only agreed to update her old card with a new phone number. -[redacted]

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, [redacted] 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]