Residential Mortgage Solutions

Initial Business Response /* (1000, 5, 2016/01/13) */
*** *** has ordered from us here at Jimmy John's in *** CA a total of timesHere is a list of his order history
9/25/- $- Delivered
10/3/- $- Delivered
10/14/- $- Delivered
10/29/-
$- Delivered
11/6/- $- Delivered
11/19/- $- Delivered
11/25/- $- Unable to deliver - Payment Voided
All of ***'s orders were for delivery using our online ordering system (I have attached a copy of all receipts)*** received and signed for out of the orders (proof of signature included with each receipt)***'s order on 11/25/was made and delivered, however my delivery driver could not get ahold of *** upon arrival and the receipt did not include an apartment numberIf you look at all receipts *** included his Apt # on 5/ordersMy delivery driver called *** times (proof of my drivers call history is also attached) and then returned to the store per managers request and standard protocolAbout hours passed *** we received a very aggressive call back from ***He demanded all the food be delivered immediately at no costMy manager made him aware he didn't include an apartment # when he placed the order online and that we tried calling the phone # he gave us multiple times but got no answerHe let him know we would still deliver the food but it would not be freeHe got extremely upset which is when my partner got involved and called him to discuss the matterMy partner Dan said *** was irrational and assumed he was extremely intoxicated with how he was acting on the phoneBecause *** kept demanding a refund Dan made the ultimate decision to void the order and all payments and waste the food we had made himAlthough we voided the payment immediately *** didn't receive his refund of $until Friday, November 27thI heard about the issue and tried calling *** to apologize/see if I could buy him lunch to smooth things over but I also never got a responseI have included proof of all receipts, proof of a signature for 6/deliveries, proof of voiding order #7, as well as proof of the drivers call log on 11/25/If you would like any other information please let me know and I will get it to youEven though we are not at fault I am still willing to buy *** lunch to smooth things over
Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Every other delivery person from other restaurants have made basically the same comment to me when delivering food to me, stating that "you are very hard to find back here" referring to the confusing lay out and unit numbering of my condo complexWhenever they mention that, they claim they spend at least 10-minutes in the complex trying to find itSo, it would be a lot easier just to forge my signature on the receipt, dump the food and claim they delivered it by showing said forged receiptAs a result, when I call to ask where my food is, they have fake proof and tell me to get lostWhenever I complain about an experience with them, all they offer is a $gift card instead of a refundAs far as the claims of me being aggressive and intoxicated on the phone with the store about my orders is a complete fabrication and very insultingI have a neurological disorder (with REAL documentation straight from multiple doctors who have treated the disorder) which weakens the vocal cords and physiologically interrupts speech signals from my brain to the appropriate muscle group and which results in slow, softened speech marked by mumbling and slight stuttering and eventually full blown mutismOn top of that, drinking is strictly prohibited with a disorder such as mine which would cause severe health problems, including deathSo, unless they have any real evidence and not just forged receipts and the insulting ability to misinterpret a medical condition for intoxication, I still want a full refund
Final Business Response /* (4000, 9, 2016/01/19) */
Obviously I am not able to prove the customer was intoxicated or aggressive and quite frankly that is irrelevant at this pointI was not trying to accuse him of anything but rather explain the type of behavior my manager experienced while on the phone with himWhat I can prove is that six out of the seven orders Mr*** placed have been delivered to the correct address/customerI have asked all the delivery drivers who successfully found Mr*** if they know for sure they got the right address/person while delivering these sandwichesThey all confirm they did, one of whom says he could pick Mr*** out of a crowd of people because he's delivered there multiple timesMy drivers have no reason to "forge his signature on the receipt, dump the food and claim they delivered it by showing the forged receipt." If they were that dishonest I would assume they would lie about the tip as wellout of the successful deliveries had a $tipMr*** should also look into having his phone with him if he is aware that each and every delivery person struggles to find his apartmentI have never had a claim like this so it would be pretty ironic that we 'faked' a delivery to the same customer each timeAlso I have to ask why Mr*** would continue to order times if he NEVER received food or a refund from usIf it were me I would've probably stopped ordering after the first timeI never received one phone call from Mr*** until the night of November 25th and I hear about every single issue we encounterThe only reason I didn't call and deal with Mr*** on Nov25th was because I was out of the countryI tried calling him right when I got back but had no luck contacting him or getting a responseI am no longer willing to buy the customer lunch to smooth things overIf Mr*** can provide his bank statements and prove to me that he was never reimbursed the $for his order on 11/(the only time he didn't receive his food) I will 100% reimburse him for that amountMr*** originally claimed he placed "at least two dozen orders" yet never refuted my proof of seven total ordersHis claims have been from the start and it is pretty obvious for anyone to seeHis last response focuses on his medical condition and his apartment complex that is difficult to navigate throughIf Mr*** isn't going to provide relevant information with physical proof to back up his claims there is no reimbursement coming and nothing left to discuss here