Malley's Chocolates

Starting February 1st we started notifying our customers with a flyer that was placed in each bag when customers visited one of our retail store locations that explained the details of the new program and to contact me directly with any questions 100,flyers were distributed throughout all of our retail store locations for the month of FebruaryI have attached a copy of the flyer An article was also published about our new program on Cleveland.com and in the business section of the Cleveland Plain Dealer on Wednesday February 24th Emails were also sent to all customers that provided us with their email account Ms [redacted] did not receive an email because when she gave Malley’s Chocolates her information on 2/9/she did not supply us with her email address and that is why she did not receive the emailThis was explained to her via email correspondenceI would be happy to supply if needed In regards to the new program customers are not required to purchase large amounts of product, they will receive 15% off all gift boxed items, dine in ice cream purchases along with secret sales, special alerts and other promotions available to card holders only She stated to me in an email that she found out about the program changes on [redacted] The previous program that she signed up for came to an end on February 29th We at Malley’s Chocolates want to resolve this and the only resolution is to refund the customer $since the previous program is no longer in existence Please let me know if you would like a copy of my email correspondence with the customer Sincerely, Karen S [redacted] Malley’s Chocolates

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] My existing card was presented by a representative of Malley's Chocolates as providing lifetime discountsIt is disturbing Malley's Chocolates decided to discredit and no longer honor the benefits the card was sold underTime to move on, a truly sad day Regards, [redacted]

No, It was promised to be for life I even said really no expiration date and a malleys rep told me that thats right it NEVER expiresI was also told that I have to buy a certain amount of chocolate to even qualify for the cardActually I got disconnected and I called back and was hung up on by a man that I was talking to the second time I calledThese are all lies and I know I'm not the customer that it has happened toWhy would I make it up doesnt even make senseShe lied to me on the phone and is lying to you nowGuess shes good at thatIts sad that they can commit fraud and nothing is done about it[redacted]

From: Karen S*** Date: Tue, Mar 1, at 11:AMSubject: ID ***To: "***[email protected]"
Spoke with customer on 2/15/in regards to loyalty card program coming to an end on February 29th Explained details of
new program
New program will include 15% off all boxed items and dine in ice cream purchases, secret sales, holiday mailings which will include more ways to save
Resolution
Will refund customer $for previous loyalty card program
Let me know if there is anything else that you will need
Thanks,
Karen
Karen S***
Marketing
Malley’s Chocolates
216-912-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
MsS*** writes that customers were notified of the elimination of the program via flyer in their stores during the month of February. So, if customers did not visit Malley's in February, they were not given the flyer. My last pur*** at Malley's was made on January 29, 2016. By MsS***'s own admission, I would not have received a flyer at that time.MsS*** also states that I did not give Malley's my email address when I purchased the card. In order to pur*** the card, I did not have to provide an email address. I was told I would receive communication via U.Smail which is what I chose. Providing an email address was NOT required when purchasing the card. Malley's had a way to reach me via U.Smail. So, trying to imply that there was an issue because I did not share an email address is completely unacceptable.To clarify my statement regarding having to buy large amounts of candy to benefit from the new program:In order to make up for the $annual fee, I would have to spend about $at Malley's annually just to break even and only after spending that amount would I actually start enjoying a profitable discount.I will agree that my wording choice was probably not the best...instead of saying "large amounts of candy," I should have just listed the monetary amount because $does not actually buy you a large amount of candy at Malley's.I have no issues with MsS*** sharing all of our email communications. In fact, it would probably be helpful in showing the Revdex.com that MsS*** just cannot comprehend why a customer would be upset at the elimination of a program that the customer paid for that was supposed to never expire. I was already receiving a 15% discount with my Preferred Customer card. Why would I want to spend $annually to receive the same exact benefit I am already entitled to? Why would I want to lose some of my discount- which is what I would be doing until I made up for what the $annual fee would cost me? It is unclear to me why this is so hard to comprehend.MsS***'s offer of the $in no way makes this situation right. Even if I accepted the $5, it wouldn't be enough to cover the cost of the $annual fees for all future years which would buy me the discount I have (had) as a Preferred Customer.Is it too much to expect a company like Malley's to honor the agreement which they made with me when I bought the card?In addition, if MsS*** truly believes the new program is so much better, why wouldn't she allow me to keep the original program? It doesn't hurt Malley's to allow me (and other Preferred Customers) to keep our cards active. MsS*** has repeatedly written that she wants me to be a happy customer. My only request to remain a happy customer is to have my Preferred Customer Card discounts never expire as promised
Regards,
*** ***

From: Karen S*** Date: Tue, Mar 1, at 11:AMSubject: ID ***To: "***[email protected]"
Emailed customer on Feb 22nd in regards to loyalty card program coming to an end on February 29th Explained details of new
program
Thank you for your email
The current program is coming to an end on February 29thWe are in the process of launching a new program on March 1st, we feel that this new program is a better way to serve our customers through secret sales, in store sales and other promotional offers that will be only available to card holders
We truly want to keep you a happy customer
Resolution
Will refund customer $for previous loyalty card program
Let me know if there is anything else that you will need
Karen S***
Marketing
Malley’s Chocolates
216-912-

Starting on February 1st 2016 we starting notifying our customers with a flyer that was placed in each bag when a customer visited one of our 22 retail store locations the flyer explained the details of the new program. An article was also published on Cleveland.com and in the business section of...

the Cleveland Plain Dealer on Wednesday February 24th. We also sent several postcards last spring detailing the changes being made along with coupons. The previous program the Preferred Shoppers card ended on February 29th 2016, it was never meant to be the lifetime of a customer only the lifetime of the program. The previous program did not require a minimum amount to be purchased to qualify for the program. Our VIP program was launched on March 1st 2016. The customer contacted me today and stated her displeasure with our new program. I tried explaining the VIP program and I also offered her a refund of $5.00 for the previous program since she was not happy with our new program. She stated to me that she did not want her money refunded. She ended the call by hanging up the phone. Submitted: 03/13/2017

No, It was promised to be for life I even said really no expiration date and a malleys rep told me that thats right it NEVER expires. I was also told that I have to buy a certain amount <$20> of chocolate to even qualify for the card. Actually I got disconnected and I called back and was hung up on by a man that I was talking to the second time I called.... These are all lies and I know I'm not the customer that it has happened to. Why would I make it up ... doesnt even make sense. She lied to me on the phone and is lying to you now. Guess shes good at that. Its sad that they can commit fraud and nothing is done about it.[redacted]

From: Karen S[redacted] <ks[redacted]@malleys.com>Date: Tue, Mar 1, 2016 at 5:12 PMSubject: RE: Complaint ID ID [redacted]To: Linda Land <[email protected]>
Dear [redacted],
I have been in contact with the customer via email. I have explained to the customer that the previous loyalty...

program ended on February 29th 2016.   I explained to her the benefits of the new program and how their will be many more ways to save with the new program. She will continue to receive a 15% discount on all boxed items. There has been several emails to her to try and solve this together and  I have requested she contact me directly by phone. As of today she has not called me, so it has been all done through emails. 
I have done everything I could in a polite and courteous manner to resolve this directly with the customer.
Our only resolution was to refund her back the $5.00 she paid for the program that no longer is offered.
Thanks,
Karen S[redacted]
Malley’s Chocolate
216-912-5149

Starting February 1st we started  notifying our customers with a flyer that was placed in each bag when customers visited one of our retail store locations that explained the details of the new program and to contact me directly with any questions.  100,000 flyers were distributed throughout all of  our retail store locations for the month of February. I have attached a copy of the flyer.
 
An article was also published about our new program on Cleveland.com and in the business section of the Cleveland Plain Dealer on Wednesday February 24th.
 
Emails were also sent to all customers that provided us with their email account.  Ms. [redacted] did not receive an email because  when she gave Malley’s Chocolates her information on 2/9/2009 she did not supply us with her email address and that is why she did not receive the email. This was explained to her via email correspondence. I would be happy to supply if needed.
 
In regards to the new program customers are not required to purchase large amounts of product, they will receive 15% off all gift  boxed items, dine in ice cream purchases along with secret sales, special alerts and other promotions available to card holders only.
 
She stated to me in an email  that she found out about the program changes on [redacted]. The previous program that she signed up for came to an end on February 29th 2016.
 
We at Malley’s Chocolates want to resolve this and the only resolution is to refund the customer $5.00 since the previous program is no longer in existence.
 
Please let me know if you would like a copy of my email correspondence with the customer.
 
Sincerely,
 
Karen S[redacted]
Malley’s Chocolates

We have had several communications with the customer. Back in February, 2016 we communicated by mail that the program was being eliminated. We even offer a special offer just for the customers who were in the soon to be eliminated program.  There was never a contract as she states there was.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. My existing card was presented by a representative of Malley's Chocolates as providing lifetime discounts. It is disturbing Malley's Chocolates decided to discredit and no longer honor the benefits the card was sold under. Time to move on, a truly sad day.  
Regards,
[redacted]