Schlotzsky's

Customer arrived at location and showed on her phone her bank statement which had two transactions for the same amount. She also had a receipt which only showed one authorization. On her phone one transaction had been authorized the other had a pending hold on it. She requested that a cash refund be...

issued to her immediately. Credit card processor was checked for multiple charges to her debit card, but only one charge was registered to her card. Since we were unable to see on the card processor that she had been charged twice and on her phone statement it showed a pending hold on the second charge Customer was asked to provide a bank statement which showed the two charges had processed so that a cash refund may be issued to her. At this point the customer was very upset and did not believe she should have to provide us with the statement  and was explained  that this is company policy. We than suggested to her if she did want to provide us with the statement that we would need to refund her money back she could contact her banking institution and ask that they help with the issue.

May4, 2016Revdex.com4428 N.12th StreetPhoenix,AZ 85014 VIA Email:[email protected]: ID#: [redacted]To Whom It May Concern:In response to Revdex.com letter dated 4/27/16, please find attached a copy of the chain of correspondence between our entity and the consumer who has filed this...

complaint.As of April12, 2016 we issued a check to this consumer for the food item that he was dissatisfied with and this check has since cleared our bank account in acceptance by the consumer.  On April 13, 2016, our Corporate Headquarters also sent (via email) a   restaurant certificate of which the consumer acknowledged and emailed a response of his satisfaction.  All other items purchased on his visit were delivered and consumed with no stated issues.I would like to point out a few facts that the consumer has not made clear to you:1.   The consumer had previously voiced dissatisfaction in our restaurant on a previous visit and accepted a "Be Our Guest" Card of which he redeemed on this most current stated visit for a "free" 10" Pizza.2.   The consumer did not send a formal complaint that was prompting us to reach out to him, but had responded to a "survey" that is printed on our receipts of which we take very seriously, and we took this opportunity to contact him.3.  Consumer has changed his story a few times throughout our communication, and went from 22 minutes of waiting time to "almost" half an hour; consumer stated he paid $28.00 and receipt clearly shows $21.25,and stated that we ignored responding to his harassing messages, when in fact, we responded to each one in a timely manner.4.  Consumer states "95% of the food was not edible", but the food was totally consumed prior toany notification to us.5.   Customer's Statement of the Problem does not follow the statement/comment that he typed on our survey. All evidence is attached.We have the photos available, if necessary, for your viewing. The "disgusting filth" that he refers to, were dishes that a previous customer stacked in the garbage area for dishwashing. As you will note, we are not a "full service" restaurant. We take pride in all of our Valley locations, and strive for 100% customer satisfaction. We take extreme actions to meet this goal, and believe that the Consumer is always right. It isn't until we recognize that there are a few individuals in this world that take advantage of situations to receive "free handouts" and choose to be unreasonable that we are forced to take a stand.We appreciate the opportunity to explain our situation, and offer proof of what we believe was a fair resolution.Should you have any questions, or require anything further, please do  not  hesitate to  contact us immediately.Respectfully,

May4, 2016Revdex.com4428 N.12th StreetPhoenix,AZ 85014 VIA Email:[email protected]: ID#: [redacted]To Whom It May...

Concern:In response to Revdex.com letter dated 4/27/16, please find attached a copy of the chain of correspondence between our entity and the consumer who has filed this complaint.As of April12, 2016 we issued a check to this consumer for the food item that he was dissatisfied with and this check has since cleared our bank account in acceptance by the consumer.  On April 13, 2016, our Corporate Headquarters also sent (via email) a   restaurant certificate of which the consumer acknowledged and emailed a response of his satisfaction.  All other items purchased on his visit were delivered and consumed with no stated issues.I would like to point out a few facts that the consumer has not made clear to you:1.   The consumer had previously voiced dissatisfaction in our restaurant on a previous visit and accepted a "Be Our Guest" Card of which he redeemed on this most current stated visit for a "free" 10" Pizza.2.   The consumer did not send a formal complaint that was prompting us to reach out to him, but had responded to a "survey" that is printed on our receipts of which we take very seriously, and we took this opportunity to contact him.3.  Consumer has changed his story a few times throughout our communication, and went from 22 minutes of waiting time to "almost" half an hour; consumer stated he paid $28.00 and receipt clearly shows $21.25,and stated that we ignored responding to his harassing messages, when in fact, we responded to each one in a timely manner.4.  Consumer states "95% of the food was not edible", but the food was totally consumed prior toany notification to us.5.   Customer's Statement of the Problem does not follow the statement/comment that he typed on our survey. All evidence is attached.We have the photos available, if necessary, for your viewing. The "disgusting filth" that he refers to, were dishes that a previous customer stacked in the garbage area for dishwashing. As you will note, we are not a "full service" restaurant. We take pride in all of our Valley locations, and strive for 100% customer satisfaction. We take extreme actions to meet this goal, and believe that the Consumer is always right. It isn't until we recognize that there are a few individuals in this world that take advantage of situations to receive "free handouts" and choose to be unreasonable that we are forced to take a stand.We appreciate the opportunity to explain our situation, and offer proof of what we believe was a fair resolution.Should you have any questions, or require anything further, please do  not  hesitate to  contact us immediately.Respectfully,