Kahala Franchising L.L.C.

Good afternoon, [redacted],

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I know it must seem quite ridiculous to receive a response to your complaint almost a month later, but that is the fact. I am only just receiving your report to the Revdex.com as the letter made its way to various departments in our offices before finally landing on my desk. I am genuinely sorry for your experience and sorry that your complaint went unanswered this long.

 

I’m writing to you from Kahala, the franchisor for [redacted] (and other brands such as [redacted]). Our [redacted] gift card program is optional for our franchisees to participate in. Sadly, it is a painfully slow process to propose changes and have them accepted and properly executed by the hundreds of different store owners in our franchise community.

 

I’d be happy to transfer the balance of your gift card to [redacted] gift checks, which all stores are required to accept since they are treated as cash. However, since I know I can’t make your bad experience go away and I know you’re likely reluctant to eat [redacted] again, in a spirit of goodwill, I’d be happy to send you (or your nephew) an [redacted] for [redacted] instead – a sweet treat to enjoy until you’re ready to give [redacted] another chance. Please let me know which you would prefer and I’d be happy to take care of it, and get it to you as quickly as possible.

 

We appreciate you as our customer, [redacted], and wish you all the best.

 

Respectfully,

 

 

 

Sr. Manager of Customer Experiences

[redacted] - Direct

Review: Kahala Corp, [redacted]y will not allow me to exchange my gift cards which have less than $10 in for cash. This is the law in California but the company will not honor the law. I have repeatedly called [redacted] Director of Corporate Revenue Strategies and left messages trying to claim my funds. She simply ignores my calls and emails. I will be suing and filling claims with California State Attorney's office if this matter is not resolved in a timely matter.Desired Settlement: Refund of my gift cards for cash or check.

Review: I had purchased a gift card for my nephew for his birthday, as he enjoys eating at [redacted]. I live in Oregon and he lives in New Jersey. He was happy to receive it , however when he went to the [redacted] he was told they do not except [redacted] gift cards. He was told it is because they do not have the machine to swipe the card. When my sister (His mother) called and complained they told her that she would have to use the [redacted] in Hoboken NJ they will honor it. Well even though the hoboken store was out of her area she tried there. She was informed there that the only accept gift cards that were purchased through there store. It amazes me that the gift card is a [redacted] card, not a universal gift card and yet they do not want to accept it. Upon writing this I have contacted the [redacted] online gift card company who is looking into trying to refund my money. They claim there is nothing they can do, which I replied you had no problem taking my money. So now I have to wait to see if they can help me. If [redacted] is going to be picky about what they can and cannot do they should not be selling gift cards online.Desired Settlement: I would at least like a refund from online [redacted] gift card service. I also would like this location and the [redacted] NJ, [redacted] to be filed on your list of places that do not do quality business.Thank You

Business

Response:

Good afternoon, [redacted],

I know it must seem quite ridiculous to receive a response to your complaint almost a month later, but that is the fact. I am only just receiving your report to the Revdex.com as the letter made its way to various departments in our offices before finally landing on my desk. I am genuinely sorry for your experience and sorry that your complaint went unanswered this long.

I’m writing to you from Kahala, the franchisor for [redacted] (and other brands such as [redacted]). Our [redacted] gift card program is optional for our franchisees to participate in. Sadly, it is a painfully slow process to propose changes and have them accepted and properly executed by the hundreds of different store owners in our franchise community.

I’d be happy to transfer the balance of your gift card to [redacted] gift checks, which all stores are required to accept since they are treated as cash. However, since I know I can’t make your bad experience go away and I know you’re likely reluctant to eat [redacted] again, in a spirit of goodwill, I’d be happy to send you (or your nephew) an [redacted] for [redacted] instead – a sweet treat to enjoy until you’re ready to give [redacted] another chance. Please let me know which you would prefer and I’d be happy to take care of it, and get it to you as quickly as possible.

We appreciate you as our customer, [redacted], and wish you all the best.

Respectfully,

Sr. Manager of Customer Experiences

[redacted] - Direct

Review: [redacted] On Sat April 19, 2014 at around 2:30-3pm, I went in to [redacted] eager to order a sandwich and let very upset! I ordered the 12 inch Great Steak sub on wheat, but the bun tasted funny and I asked for a white bun, even offering to pay for the bun. The manager was very rude and short with me. Instead of at least expressing empathy he proceeded to argue with me about what I ordered. He then rudely walked off from me and I was left stunned by the poor customer service. I was so upset I didn't even finish my sandwich. I didn't get his name, but he looked of [redacted] descent. This experience was a bad reflection on the great name of [redacted] and frankly, I'm very disappointed.Desired Settlement: DesiredSettlementID: Refund

I paid $15.35 for my meal and I would like a refund. Thank you.