La Plata DASH IN

Review: Today January 1, 2014 I went into the Dash In location in La Plata, Md on [redacted]. While in the location I went on my phone after taking the products that I wanted to purchase to the register. The items were 2 drinks and a Sausage Slide-inz and a King Size Candy Bar. The candy bar is on the Dash In mobile App. So I went to the register and opened up the app and showed the cashier which happen to be the Manager the coupon and went to the Use Now so she can scan it. Instead she couldn't scan it because it expired when it stated that it expires 1/6/2014 so I pushed my back button to show here but the coupon went off because it thought I used it, which I had showed her before going to the scan screen. So after that she just walked off and started letting the other guy start scanning my stuff. So I show the guy the other coupon for the sandwich then I the lady about the coupon. She then has him put my order on Suspend and I ask him will it stay on the register he says yes and start ringing up other people because the line has 4 people in it. After that he puts my purchase back in but my sandwich coupon that was already scanned does not come up. So I'm looking at my total wondering why my coupon is not coming up, so then I call the manager over again and ask her if she's going to honor the coupons she says re-download the app. So I then uninstall the app and reinstall it and the coupons don't come up. I then ask her again will she honor the coupons for a Free King Size Candy Bar for downloading the App & the Free Sausage Slide-Inz and she says no.Desired Settlement: I would like Dash IN Food Stores La Plata location or head office to send a coupon for the free items.

Business

Response:

January 10, 2014

Dear [redacted]:

We strive to treat customers with respect and courtesy at all times; however, on rare occasions customer interactions fall short of our expectations. This customer did experience the poor customer service that was communicated to you, which was the result of a lack of understanding by the employee on how to handle this customer’s particular transaction.

The customer’s comments also came to me through our customer complaint service the day of the incident. The two coupons were restored to the customer’s phone and she came back the day after the complaint and redeemed them. The employee and I personally apologized to the customer and offered some free merchandise to hopefully satisfy the customer and show our regret for the experience. We have since seen the customer back in our store.

Thanks to the customer bringing it to my attention we have identified some gaps in our service and have communicated to our staff so that it does not happen again. Thank you for your interest in resolving this matter.