Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ I emailed with customer on different occasions and offered to replace her meal different timesWe would like to please our guests and make them happyOur policy is to get the correct order and hot food to our guestsI explained this to the guest and she refused to accept our offers Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have had several bad experiences with Avantis and I have not complainedI have given them the benefit of doubt because of their history and reputationI do not want a coupon, because I am turned off to eating and doing business with themI just want a refund for my order #delivery includedHe did email me but never responded to my final email asking for a refundI still have our emails, including the one with the pic and video of my food
We communicated to this guest via email that a new gift card was being valued for $and he provided the addresss [redacted] The gift card has been valued and activated and sent to the guest
Our accounting department has spoken to MsDe [redacted] about a refund and reimbursement of the over draft fee A letter was sent out to [redacted] in regards to this reimbursement by our accounting department
This guest was contacted by the general manager of the [redacted] location and the situation has been resolvedJames [redacted] Marcus Theatres corp.###-###-#### [redacted]
[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 [redacted] , and find that this resolution is satisfactory to me Regards, Jerry ***
On Sun, Jan 22, at 9:PM, Brian L [redacted] wrote:Hi Mr [redacted] ,Regarding complaint [redacted] , I replied directly to MrSchiller through email but failed to respond through the Revdex.com systemI am satisfied with the resolution that Mr [redacted] offered and wanted to records to reflect that.Take care, Brian [redacted]
We did reach out to Mr [redacted] , in which the location was able to find his wallet and return it to him We spoke to the [redacted] and [redacted] about how the Manager in question had handled the situation We recognize that the situation was not handled properly and offered Mr/ [redacted] our deepest apologies on behalf of our organization Management will focus on training our associates so that they can always provide extraordinary guest experiencesMr [redacted] was contacted by our [redacted] and compensated for his troubles
Initial Business Response / [redacted] (1000, 10, 2016/05/10) */ I am very sorry for the lack of response! I did not receive your first message and just got this message todayPlease email or call me so I can get all the information for our comptroller to take care of this issue
[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 [redacted] , and find that this resolution is satisfactory to meMarcus replaced the $in gift cards as well as providing $in snack vouchersThe local theatre manager also purchased me tickets for another movieWhile the process took longer than I would have liked, in the end, Marcus make good on the problem Regards, [redacted]
sent email to guest: Good afternoon Ms [redacted] I’ve reviewed the correspondence that you’ve sent me and again I apologize for all of the confusion and certainly much, much delay in getting this issue resolved Some of this delay is due to the fact that the theatre has limited resources when it comes to dealing with gift card discrepancies but at the end of the day that is no excuse for the delay Based on what I see it looks like the initial issues (the reasons for the initial complaint) have been dealt with and addressed, but that it is actually the delay and method by which these were addressed in the first place that is now the subject of the complaint I absolutely understand where you are coming from and agree that it should not be this difficult to resolve something of this nature I will be reviewing this correspondence with our HR department and district director so that we may have a conversation internally about how this situation was approached by the [redacted] and Mr***Your comments and concerns coming from the Revdex.com are also sent to the executive members of our Operations department – please know that they have been made aware of the situation and will be copied on further issues we take internally regarding thisI will also be sending you the passes that have been promised – I do see your mailing address and will send out the materials today Again, I apologize sincerely for all of the issues involved and assure you that we will be taking steps to ensure that similar issues are dealt with in a more consistent, efficient, and professional manner We value our customers and clearly that consideration was not communicated at all in your correspondencePlease let me know if you have further questions or require additional assistance in this matter – I am happy to helpJames [redacted]
We connected with Mr*** over the phone and discussed his situation with Fandango. We offered Mr*** to return the $to his Rewards account as credit, with an additional $for his troubles (a total of $in credit). We apologized for the inconvenience and assured him we
would speak to Fandango about their guest services. Mr*** was very friendly and cooperative
Our accounting department has spoken to MsDe *** *** about a refund and reimbursement of the over draft fee. A letter was sent out to *** *** *** in regards to this reimbursement by our accounting department
Initial Business Response /* (1000, 5, 2016/01/27) */
I emailed with customer on different occasions and offered to replace her meal different timesWe would like to please our guests and make them happyOur policy is to get the correct order and hot food to our guestsI explained this to
the guest and she refused to accept our offers
Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had several bad experiences with Avantis and I have not complainedI have given them the benefit of doubt because of their history and reputationI do not want a coupon, because I am turned off to eating and doing business with themI just want a refund for my order #delivery includedHe did email me but never responded to my final email asking for a refundI still have our emails, including the one with the pic and video of my food
[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. Marcus replaced the $in gift cards as well as providing $in snack vouchersThe local theatre manager also purchased me tickets for another movieWhile the process took longer than I would have liked, in the end, Marcus make good on the problem
Regards,
*** ***
We contacted the guest via e-mail and added the $credit to their rewards card, explaining that it will expire days from today 7/14/17, which is the standard for all $rewards in our program We apologize for any inconvenience It's confirmed that the Reward was received so we can
close this case
[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. If they had done this when the incident happened a month ago, all of the emails I'd had to send wouldn't have been necessary
Regards,
Stacey ***
We did reach out to Mr***, in which the location was able to find his wallet and return it to him. We spoke to the *** *** and *** *** about how the Manager in question had handled the situation. We recognize that the situation was not handled properly and offered
Mr/ *** our deepest apologies on behalf of our organization. Management will focus on training our associates so that they can always provide extraordinary guest experiencesMr*** was contacted by our *** *** and compensated for his troubles
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I was not contacted by *** ***. I was able to resolve the $gift card matter from a phone call that I made to customer serviceHowever, the $snack cash that was stolen and the promise of passes has not been addressed
Regards,
Tracey ***
Initial Business Response /* (1000, 10, 2016/05/10) */
I am very sorry for the lack of response! I did not receive your first message and just got this message todayPlease email or call me so I can get all the information for our comptroller to take care of this issue
Initial Business Response /* (1000, 5, 2016/03/08) */
I am very sorry to hear thisPlease contact me so we can get to the bottom of thisI will need to know the location you visited and would like to be able to swipe your card in a restaurant to see the balance or with your card number I can call
the processor and get a historyMy cell is the easiest way to reach me- *** *** XXX-XXXX
Initial Consumer Rebuttal /* (2000, 12, 2016/03/22) */
Avanti's promptly worked with me on mycomplaint and promptly provided me with a $gift card to cover the issue with over charging my gift card! I definitely will plan to visit this restaurant soon!
Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ I emailed with customer on different occasions and offered to replace her meal different timesWe would like to please our guests and make them happyOur policy is to get the correct order and hot food to our guestsI explained this to the guest and she refused to accept our offers Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have had several bad experiences with Avantis and I have not complainedI have given them the benefit of doubt because of their history and reputationI do not want a coupon, because I am turned off to eating and doing business with themI just want a refund for my order #delivery includedHe did email me but never responded to my final email asking for a refundI still have our emails, including the one with the pic and video of my food
We communicated to this guest via email that a new gift card was being valued for $and he provided the addresss [redacted] The gift card has been valued and activated and sent to the guest
Our accounting department has spoken to MsDe [redacted] about a refund and reimbursement of the over draft fee A letter was sent out to [redacted] in regards to this reimbursement by our accounting department
This guest was contacted by the general manager of the [redacted] location and the situation has been resolvedJames [redacted] Marcus Theatres corp.###-###-#### [redacted]
[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 [redacted] , and find that this resolution is satisfactory to me Regards, Jerry ***
On Sun, Jan 22, at 9:PM, Brian L [redacted] wrote:Hi Mr [redacted] ,Regarding complaint [redacted] , I replied directly to MrSchiller through email but failed to respond through the Revdex.com systemI am satisfied with the resolution that Mr [redacted] offered and wanted to records to reflect that.Take care, Brian [redacted]
We did reach out to Mr [redacted] , in which the location was able to find his wallet and return it to him We spoke to the [redacted] and [redacted] about how the Manager in question had handled the situation We recognize that the situation was not handled properly and offered Mr/ [redacted] our deepest apologies on behalf of our organization Management will focus on training our associates so that they can always provide extraordinary guest experiencesMr [redacted] was contacted by our [redacted] and compensated for his troubles
Initial Business Response / [redacted] (1000, 10, 2016/05/10) */ I am very sorry for the lack of response! I did not receive your first message and just got this message todayPlease email or call me so I can get all the information for our comptroller to take care of this issue
[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 [redacted] , and find that this resolution is satisfactory to meMarcus replaced the $in gift cards as well as providing $in snack vouchersThe local theatre manager also purchased me tickets for another movieWhile the process took longer than I would have liked, in the end, Marcus make good on the problem Regards, [redacted]
sent email to guest: Good afternoon Ms [redacted] I’ve reviewed the correspondence that you’ve sent me and again I apologize for all of the confusion and certainly much, much delay in getting this issue resolved Some of this delay is due to the fact that the theatre has limited resources when it comes to dealing with gift card discrepancies but at the end of the day that is no excuse for the delay Based on what I see it looks like the initial issues (the reasons for the initial complaint) have been dealt with and addressed, but that it is actually the delay and method by which these were addressed in the first place that is now the subject of the complaint I absolutely understand where you are coming from and agree that it should not be this difficult to resolve something of this nature I will be reviewing this correspondence with our HR department and district director so that we may have a conversation internally about how this situation was approached by the [redacted] and Mr***Your comments and concerns coming from the Revdex.com are also sent to the executive members of our Operations department – please know that they have been made aware of the situation and will be copied on further issues we take internally regarding thisI will also be sending you the passes that have been promised – I do see your mailing address and will send out the materials today Again, I apologize sincerely for all of the issues involved and assure you that we will be taking steps to ensure that similar issues are dealt with in a more consistent, efficient, and professional manner We value our customers and clearly that consideration was not communicated at all in your correspondencePlease let me know if you have further questions or require additional assistance in this matter – I am happy to helpJames [redacted]
We connected with Mr*** over the phone and discussed his situation with Fandango. We offered Mr*** to return the $to his Rewards account as credit, with an additional $for his troubles (a total of $in credit). We apologized for the inconvenience and assured him we
would speak to Fandango about their guest services. Mr*** was very friendly and cooperative
Our accounting department has spoken to MsDe *** *** about a refund and reimbursement of the over draft fee. A letter was sent out to *** *** *** in regards to this reimbursement by our accounting department
Initial Business Response /* (1000, 5, 2016/01/27) */
I emailed with customer on different occasions and offered to replace her meal different timesWe would like to please our guests and make them happyOur policy is to get the correct order and hot food to our guestsI explained this to
the guest and she refused to accept our offers
Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had several bad experiences with Avantis and I have not complainedI have given them the benefit of doubt because of their history and reputationI do not want a coupon, because I am turned off to eating and doing business with themI just want a refund for my order #delivery includedHe did email me but never responded to my final email asking for a refundI still have our emails, including the one with the pic and video of my food
[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. Marcus replaced the $in gift cards as well as providing $in snack vouchersThe local theatre manager also purchased me tickets for another movieWhile the process took longer than I would have liked, in the end, Marcus make good on the problem
Regards,
*** ***
We contacted the guest via e-mail and added the $credit to their rewards card, explaining that it will expire days from today 7/14/17, which is the standard for all $rewards in our program We apologize for any inconvenience It's confirmed that the Reward was received so we can
close this case
[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. If they had done this when the incident happened a month ago, all of the emails I'd had to send wouldn't have been necessary
Regards,
Stacey ***
We did reach out to Mr***, in which the location was able to find his wallet and return it to him. We spoke to the *** *** and *** *** about how the Manager in question had handled the situation. We recognize that the situation was not handled properly and offered
Mr/ *** our deepest apologies on behalf of our organization. Management will focus on training our associates so that they can always provide extraordinary guest experiencesMr*** was contacted by our *** *** and compensated for his troubles
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I was not contacted by *** ***. I was able to resolve the $gift card matter from a phone call that I made to customer serviceHowever, the $snack cash that was stolen and the promise of passes has not been addressed
Regards,
Tracey ***
Initial Business Response /* (1000, 10, 2016/05/10) */
I am very sorry for the lack of response! I did not receive your first message and just got this message todayPlease email or call me so I can get all the information for our comptroller to take care of this issue
Initial Business Response /* (1000, 5, 2016/03/08) */
I am very sorry to hear thisPlease contact me so we can get to the bottom of thisI will need to know the location you visited and would like to be able to swipe your card in a restaurant to see the balance or with your card number I can call
the processor and get a historyMy cell is the easiest way to reach me- *** *** XXX-XXXX
Initial Consumer Rebuttal /* (2000, 12, 2016/03/22) */
Avanti's promptly worked with me on mycomplaint and promptly provided me with a $gift card to cover the issue with over charging my gift card! I definitely will plan to visit this restaurant soon!