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Coffee Shop Reviews (5)

Customer was at the restaurant on 4/**/15 and spent about an hour and a half at the restaurant. After the check was dropped on her table, the customer complained that the calamari dish was fishy and she allegedly became ill. The [redacted] on duty filled out an incident report and offered her a refund...

for the dish which the customer agreed upon and would come on 4/**/15 to receive the refund. Customer showed up on 4/**/15 and refused the refund for the dish that made her ill. The [redacted] then offered her a gift card for her trouble and asked her for her mailing address so he can send it to her once it was active. Again the customer refused the courtesy. The customer then wanted a refund for her whole check amount (including tip) which came out to $88.53. The [redacted] gave her the [redacted]'s email and told her to contact her since a full refund of that amount requires approval from the accounting department. The customer sent an email to the [redacted] stating her displeasure and asked her to refund the check amount. The [redacted] responded immediately and apologized for the inconvenience. Despite selling numerous calamari dishes in a given day, we have not received another food poisoning complaint besides the one from the customer alleging the food poisoning. The [redacted] gave her her direct number and asked [redacted] to call her so she can initiate a refund. However, the customer sent multiple harassing emails to the [redacted] asking whether this has been taken care of. She refused to provide us with her credit card so we can initiate a refund but demanded cash. Despite the [redacted] informing her that we have a policy in place by the accounting department that we do not refund cash but we put the refund back on her card, the customer refused to cooperate with us. We gave her the correct phone extension to call and told her to contact us but instead s he called everyone else in the restaurant, including our catering department and harassed everyone. We tried our best to refund her but she refused to cooperate and when she finally did, we felt her actions were unbalanced and abusive. The controller in our accounting department spoke to her and told her she can initiate a charge back with her credit card company and they can refund her through our credit card processors. She refused to do so, and at this point we cannot help her since so much time has passed.The Coffee Shop takes all complaints seriously and we do our absolute best to make sure customers are happy. We always have an A rating by the health department and when customers are not happy we encourage them to reach out to us and we either refund them or discount their check. However, in this customer's case, we felt that something wasn't quite right and we did not think it was okay to incur such a huge loss to our company when we felt that the customer wasn't cooperating with us in the first place.We have documentation of the incident report and email correspondence. If you would like copies of these we would be happy to provide it to the Revdex.com.

Hello, Attached are the service receipts and original invoice for Liberty Comfort LLC. When the third technician came out on 6/2/17, he did not provide a receipt. But I have it noted on my work calendar and have provided a screen shot of all of the appointments with Liberty Comfort. For the third appointment, I sent Liberty an email via their website, so I don't have a copy of the message. But, for my records, I did copy/paste/save my message for my records (also attached). Liberty's call center then contacted me to setup the appointment and the third technician came out on 6/2/17. For that third appointment, Liberty should be able to provide my original email, the call center record of contacting me and their records showing the name of the technician who came out on 6/2/17. (He looked late 30s or early 40s with a bald head.) Here's the breakdown of costs:Original: $451.60 (includes $189 for 1-year service agreement)Refund: $50 (screen shot of my bank statement is attached)Net Total Paid: $401.60Net refund due to me: $212.60 I accept paying the $189 for the service agreement, but they owe me a refund for work and parts that did not fix my A.C. and cost me time from work on 3 different occasions. That brings the balance owed to me to $212.60.Sincerely, [redacted]

We, at Liberty Comfort, have upfront pricing.  There is a set cost for each type of repair that is completed and there was more than "just fuses" that were needed to complete this job.  We had submitted a refund to the customer to what seemed to be "exorbitant" to the customer back in...

early November.  When we scheduled her tune up in April, the customer was out of town and we had rescheduled for a later date.  The technician we had sent (which was one of our mild mannered technicians) was thrown out of her home, where a fuse had been changed and there was no charge to the customer.  The prices were "googled" and expected at warehouse costs.  At no point were we contacted to let us know that the fuses did not work at a later point in time.  A five star review from this customer was posted on HomeAdvisor.  She called another company and replaced her system, hence voiding any warranty she may have had.  Not knowing of any further issues means that we did not have any knowledge of further assistance that may have been needed and we are willing to work with our customers.

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. There are several inaccuracies in Liberty's initial reply to Revdex.com. So here are the details of my interactions with Liberty Comfort: First of all, I am always a pleasant and professional person in my actions with others. And the three Liberty Comfort technicians, including Ken S[redacted], who was here for the first call and two others on the last two service calls, can attest to that. I would never throw anyone out of my home unless safety were an issue and then I would call the police. The 2nd technician was a nice kid and he did the spring tune-up as planned. He told me I needed a capacitor and the price quote was $85. I asked him if they could reduce the cost any since I had already paid so much on the first service call ($451.60). He called his boss and they said no they would not discount it. So I politely told him that I don't want the capacitor. Secondly, there were three service calls, not two: 10/21/17, 4/27/17 & 6/2/17. I made the third one, as per their warranty, to address the issue that their repair in October did not fix the problem of not cooling my house. That technician (#3) told me it needed a new compressor because the A.C. is 15 years old. I asked what that would cost and he said they would have to set up another appointment to meet with me again to get a quote. I had already taken time off work 3 times to meet with them and spent more than $400 for something that didn't work and I wasn't doing it again. So he replaced the fuses (again) and left. That left me no choice but to go with another company to get the A.C. fixed. So they were notified twice about the issue with fuse - on the spring tune-up appointment and the 3rd service call in June. And then I sent a letter of complaint, requesting the refund, in July and got no response. So that's why I turned to the Revdex.com for help. The original service call and repair on 10/21/17, included the following repairs and charges for a total of $451.60: Contactor ($187), Time Delay Relay ($75.60), 1 yr service agreement ($189). I have since learned that the contactor is a device for making and breaking an electrical circuit and the Time Delay Relay delays the power coming into the compactor. As a layman who knows nothing about AC, neither of these items sound like they would help my cooling issue. I did contact them about the time delay being so expensive, so they refunded $50 to me bringing my final bill to $401.60.  None of the work they did solved the cooling problem, so they owe me a refund. I can accept paying for the 1-year service fee ($189), so that brings the refund due to me to $212.60.  P.S. The five star review on [redacted] was done on the day of the original repair because I assumed the repair was going to work. After all of these issues, I forgot to go back and update it, but I took care of that today.  Regards,[redacted]

Review: I had horrible food poisoning from this restaurant and they said I would be refunded when I didn't even ask. I just noted that I was sick, and when they took responsibility so quick, I assumed others complained, especially after offering me a refund. They were upset that I wanted it done faster than they offered and now won't refund me., When I called corporate, and spoke to [redacted], the head of accounting, I was told it's none of my business who his boss was when I wasn't happy with him and he said I won't get a refund because they don't want to do it anymore. I do have it in writing, and they did admit it was the food I ate their that got me sick. I don't understand why everyone has been so rude, but then I found out this is a common thing at Coffee Shop, [redacted]... so I decided to complain

I think it is wrong what they do, and sicne iti s a huge toursit palce, I thought I should bring this to someone's attention.Desired Settlement: I would like an apology and the refund I was promised.

Thank you for your time,

Business

Response:

Customer was at the restaurant on 4/**/15 and spent about an hour and a half at the restaurant. After the check was dropped on her table, the customer complained that the calamari dish was fishy and she allegedly became ill. The [redacted] on duty filled out an incident report and offered her a refund for the dish which the customer agreed upon and would come on 4/**/15 to receive the refund. Customer showed up on 4/**/15 and refused the refund for the dish that made her ill. The [redacted] then offered her a gift card for her trouble and asked her for her mailing address so he can send it to her once it was active. Again the customer refused the courtesy. The customer then wanted a refund for her whole check amount (including tip) which came out to $88.53. The [redacted] gave her the [redacted]'s email and told her to contact her since a full refund of that amount requires approval from the accounting department. The customer sent an email to the [redacted] stating her displeasure and asked her to refund the check amount. The [redacted] responded immediately and apologized for the inconvenience. Despite selling numerous calamari dishes in a given day, we have not received another food poisoning complaint besides the one from the customer alleging the food poisoning. The [redacted] gave her her direct number and asked [redacted] to call her so she can initiate a refund. However, the customer sent multiple harassing emails to the [redacted] asking whether this has been taken care of. She refused to provide us with her credit card so we can initiate a refund but demanded cash. Despite the [redacted] informing her that we have a policy in place by the accounting department that we do not refund cash but we put the refund back on her card, the customer refused to cooperate with us. We gave her the correct phone extension to call and told her to contact us but instead s he called everyone else in the restaurant, including our catering department and harassed everyone. We tried our best to refund her but she refused to cooperate and when she finally did, we felt her actions were unbalanced and abusive. The controller in our accounting department spoke to her and told her she can initiate a charge back with her credit card company and they can refund her through our credit card processors. She refused to do so, and at this point we cannot help her since so much time has passed.The Coffee Shop takes all complaints seriously and we do our absolute best to make sure customers are happy. We always have an A rating by the health department and when customers are not happy we encourage them to reach out to us and we either refund them or discount their check. However, in this customer's case, we felt that something wasn't quite right and we did not think it was okay to incur such a huge loss to our company when we felt that the customer wasn't cooperating with us in the first place.We have documentation of the incident report and email correspondence. If you would like copies of these we would be happy to provide it to the Revdex.com.

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Description: RESTAURANTS

Address: 385 W Main St, Sylva, North Carolina, United States, 28779-5563

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coffee-shop8.mybigcommerce.com

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