Papaya's Natural Foods & Cafe - Kapaa

Response:On October 4, 2016 Ms. [redacted] was in our store and spoke to the store’s owner, Jessica, regarding a “[redacted]” she had printed out. These [redacted]s are a part of our free loyalty card program, where every $300 spent, loyalty members receive a $10 [redacted] to use in the store. These...

[redacted]s are subject to restrictions and expiration, which are printed on the rewards as well as the initial loyalty application. Ms. [redacted] was upset that this was the first [redacted], according to her, she had received. Jessica took her information, let Ms. [redacted] know that I, the [redacted] Card manager, would be in touch with a resolution. I investigated her [redacted] history, managed by a third party website, and saw that she had accumulated 3 other [redacted]s (1 in 2014, 2 in 2015) that she had never printed. When she had initially signed up for these [redacted]s in 2011, she had opted to receive them by e-mail. On May 30, 2016 she signed up for a new loyalty card, in which she requested to receive [redacted]s by mail. However, she did not notify us that she had two accounts: one set to receive rewards by e-mail, one set to receive rewards by mail. Before I could contact Ms. [redacted] regarding this finding, she contacted the store. On October 7, 2016, Ms. [redacted] called our store asking to speak to Jessica several times. Although I, as the person responsible for managing the [redacted]s, offered to speak to her, she declined and insisted on speaking directly to Jessica; Ms. [redacted] called us 4 or more times that day. In her final call to our store, Ms. [redacted] agreed to speak to me. I apologized for her having to contact us before I was able to get back to her. Ms. [redacted] was upset that she had not received a call back from Jessica herself. I explained to Ms. [redacted] that, as Jessica had initially explained to her, I was the one responsible for management of the [redacted]s, which is why I had kept offering to speak to her instead. Ms. [redacted] said she was a very upset customer and demanded that we honor all expired [redacted]s, totaling $30, immediately. I explained that it is not our policy to accept more than 1 [redacted] at a time and issuing [redacted]s from over a year ago was not an option. Before I was able to explain to Ms. [redacted] what further options would be available to her or what I had found when I investigated her inquiry, she began screaming into the phone and making threats. One of these threats was that she would be contacting the Revdex.com. I explained to Ms. [redacted], in a calm voice, that if she continued to use profanity and to scream into the phone, I would not be able to assist her. She continued to scream into the phone. I told Ms. [redacted] that I would like to help her with her issue, but if she continued screaming I would have to disconnect the call. Ms. [redacted] did not cease to scream into the phone or stop using offensive language, so I disconnected the call. I have also sent a copy of the above information via correspondence to Revdex.com Hawaii, where I included a copy of our [redacted] Card application as well as a screen shot of Ms. [redacted]’s [redacted] history. I hope that this shows that our company cares deeply about our customer’s concerns and that we have made the best effort to address Ms. [redacted]’s issues with her free [redacted]s. [redacted] and have a great day!Sent on: 10/25/2016 1:36:34 AMSent by: 72.253.171.26