It is not clear which [redacted] gasoline location to which the customer is referring We have forwarded this complaint to [redacted] who operates the [redacted] gasoline facilities at our stores Please let us know which location the customer is referring to and we will work with [redacted] [redacted] to investigate the issue
Emergency communication was immediately sent to all stores upon receiving this email We have received verbal confirmation from every store that there are no expired *** *** products for sale at any 7-Eleven Hawaii location. There is no excuse for selling expired products
We extend our sincerest apology to Ms*** and her daughter A refund check will be mailed to her this week
The area manager investigated this complaint on 08/and determined that Mr*** did give the Sales Associate $and not $5. We contacted Mr*** and apologized for the error on 08/31. He went to the store on the same day and picked up the $refund
It is not clear which ** gasoline location to which the customer is referring We have forwarded this complaint to *** *** *** who operates the ** gasoline facilities at our stores Please let us know which location the customer is referring to and we will work with *** ***
*** to investigate the issue
have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Some further details: Joselyn? (the operating manager) returned my call at 9:35am (about 30 minutes after I'd left the message, but I didn't see any way to edit my Revdex.com post) and said she was only notified that day and would get back to me by 1pm (after she'd finished doing some interviews). She didn't call that day, but Adelina (the store manager) did call at 11am the following morning (8/31/17) and said "we reviewed the video and you can come pick up your refund" - no apology, nothing about being sorry or wrong - and she even (at first) was saying that it was $3.65! When I told her it was supposed to be $5, then she said $5.65 (and that's the amount that I picked up last weekend (on Sunday 9/3, I think)) - at that point I wasn't in the mood to try to explain to Adelina that it was only supposed to be $5, or why. She obviously did not understand the issue or customer service. Joselyn then called on 9/7 (left a message for me at 8:10am; I called her back at 8:30 or 8:45am) to make sure I'd picked up my $5 from the store, and to tell me that she would be leaving an "Ilima Kokua" book at the store on Friday (9/8) to apologize for the delay (I haven't picked it up yet).In summary, the corporate office seems to have it together - Joselyn was prompt and courteous in returning my call and dealing with the issue (once she found out about it). However, the store-level employees (manager/worker) seem to be clueless about customer service (no apologies, long delays, and there was no indication that the manager even talked to the cashier Esther to be more careful, etc.).
Sincerely,
[redacted]
It is not clear which [redacted] gasoline location to which the customer is referring We have forwarded this complaint to [redacted] who operates the [redacted] gasoline facilities at our stores Please let us know which location the customer is referring to and we will work with [redacted] [redacted] to investigate the issue
Emergency communication was immediately sent to all stores upon receiving this email We have received verbal confirmation from every store that there are no expired *** *** products for sale at any 7-Eleven Hawaii location. There is no excuse for selling expired products
We extend our sincerest apology to Ms*** and her daughter A refund check will be mailed to her this week
The area manager investigated this complaint on 08/and determined that Mr*** did give the Sales Associate $and not $5. We contacted Mr*** and apologized for the error on 08/31. He went to the store on the same day and picked up the $refund
It is not clear which ** gasoline location to which the customer is referring We have forwarded this complaint to *** *** *** who operates the ** gasoline facilities at our stores Please let us know which location the customer is referring to and we will work with *** ***
*** to investigate the issue
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.Some further details: Joselyn? (the operating manager) returned my call at 9:35am (about 30 minutes after I'd left the message, but I didn't see any way to edit my Revdex.com post) and said she was only notified that day and would get back to me by 1pm (after she'd finished doing some interviews). She didn't call that day, but Adelina (the store manager) did call at 11am the following morning (8/31/17) and said "we reviewed the video and you can come pick up your refund" - no apology, nothing about being sorry or wrong - and she even (at first) was saying that it was $3.65! When I told her it was supposed to be $5, then she said $5.65 (and that's the amount that I picked up last weekend (on Sunday 9/3, I think)) - at that point I wasn't in the mood to try to explain to Adelina that it was only supposed to be $5, or why. She obviously did not understand the issue or customer service. Joselyn then called on 9/7 (left a message for me at 8:10am; I called her back at 8:30 or 8:45am) to make sure I'd picked up my $5 from the store, and to tell me that she would be leaving an "Ilima Kokua" book at the store on Friday (9/8) to apologize for the delay (I haven't picked it up yet).In summary, the corporate office seems to have it together - Joselyn was prompt and courteous in returning my call and dealing with the issue (once she found out about it). However, the store-level employees (manager/worker) seem to be clueless about customer service (no apologies, long delays, and there was no indication that the manager even talked to the cashier Esther to be more careful, etc.).
Sincerely,
[redacted]