Lee's Sandwiches

From: [redacted]To:Revdex.comRe: Response; Complaint [redacted]Date: 1/9/2015Dear Revdex.com,Relative to the complaint that has been filed against our Lee's Sandwiches store, we would like torespond. Please contact the customer for us with our response.After reviewing...

the situation on video from our security cameras that were on in the store at thetine, we have taken the following steps to correct the problem and want to offer our position of whathappened:Actions:1: We have reviewed all listed prices throughout the store for pricing conflicts and corrected them.2: We have trained all of our employees that, moving forward, if a customer purchases any item and it isfound to have two different prices for the same item listed in our store, our employee wll honor thelesser price to make our customers happy.3: We cannot send money to a rustomer in situations like this. But we will be happy to give thecustomer in question a free 'Thai Tea Bottle' upon their next visit to our store, ($4 value). Please ask thecustomer in question to present a copy of this page of the letter to the person at the counter and theywill receive their free Thai Tea' on demand.Comment: We have several security cameras in our store and record everything that occurs duringbusiness hours. We reviewed this incident on our recorded video and found that the customer was veryaggressive and used intimidating language from the beginning of her complaint which flustered ouremployee and shook her a bit and also seemed to upset other customers In the store. This may havecreated a situation where our employee's first reaction was in defense of the agressive attitude of thecustomer. Our other customers who were in the restaurant at the time were visibly shaken anddisturbed by the customer who was complaining.While, because of this inddent, we have trained our employees to be calm and maintain their poisewhen a customer reacts overly aggressive, we want to urge this customer to please try to be polite or atleast reasonable when a problem is found. She may have had a better outcome had she presented hercomplaint in a reasonable tone. There is no need to be instantly intimidating and loud when firstpresenting a problem.All that said, our goal is to make every customer happy at our store and we will work harder to train ouremployees how to handle customers who approach them in an aggressive manner; to maintain theirpoise and contact upper management when similar situations occur as opposed to arguing with thecustomer.We feel confident that the corrective actions we are taking relative to listed prices, employee trainingand the offer of a free Thai Tea to the customer in question, ($4 value) is a constructive, reasonable andfair response to this situation.Thank you.[redacted]Owner, Lees Sandwiches, Anaheim

Review: 12/05/14 5:55pm, I went to buy a Thai tea bottle. The prices posted on the shelves was $3.49, however the lady cashier rang me up for $4. I asked why. She didn't give me the answer. She continued to say it's $4. I pointed to her the posted price $3.49. She started to say "...if you get angry with me...". I again pointed to her the posted price on the shelves. The lady then continued to be rude saying "...if you get angry with me...I didn't know you were to get the Thai tea...you this.....you that....I can't give you $3.49....the computer says so....blah...blah...".Desired Settlement: Need to fund me the difference

Business

Response:

From: [redacted]To:Revdex.comRe: Response; Complaint [redacted]Date: 1/9/2015Dear Revdex.com,Relative to the complaint that has been filed against our Lee's Sandwiches store, we would like torespond. Please contact the customer for us with our response.After reviewing the situation on video from our security cameras that were on in the store at thetine, we have taken the following steps to correct the problem and want to offer our position of whathappened:Actions:1: We have reviewed all listed prices throughout the store for pricing conflicts and corrected them.2: We have trained all of our employees that, moving forward, if a customer purchases any item and it isfound to have two different prices for the same item listed in our store, our employee wll honor thelesser price to make our customers happy.3: We cannot send money to a rustomer in situations like this. But we will be happy to give thecustomer in question a free 'Thai Tea Bottle' upon their next visit to our store, ($4 value). Please ask thecustomer in question to present a copy of this page of the letter to the person at the counter and theywill receive their free Thai Tea' on demand.Comment: We have several security cameras in our store and record everything that occurs duringbusiness hours. We reviewed this incident on our recorded video and found that the customer was veryaggressive and used intimidating language from the beginning of her complaint which flustered ouremployee and shook her a bit and also seemed to upset other customers In the store. This may havecreated a situation where our employee's first reaction was in defense of the agressive attitude of thecustomer. Our other customers who were in the restaurant at the time were visibly shaken anddisturbed by the customer who was complaining.While, because of this inddent, we have trained our employees to be calm and maintain their poisewhen a customer reacts overly aggressive, we want to urge this customer to please try to be polite or atleast reasonable when a problem is found. She may have had a better outcome had she presented hercomplaint in a reasonable tone. There is no need to be instantly intimidating and loud when firstpresenting a problem.All that said, our goal is to make every customer happy at our store and we will work harder to train ouremployees how to handle customers who approach them in an aggressive manner; to maintain theirpoise and contact upper management when similar situations occur as opposed to arguing with thecustomer.We feel confident that the corrective actions we are taking relative to listed prices, employee trainingand the offer of a free Thai Tea to the customer in question, ($4 value) is a constructive, reasonable andfair response to this situation.Thank you.[redacted]Owner, Lees Sandwiches, Anaheim