Wienerschnitzel #690

I am rejecting this response because: I've been to this location numerous times with the coupon they offer and they always allow itAlso because the manager is lying about being professional and about her employee being politeI don't think I would be taking the time to file a complaint if I were lying I would really appreciate it if the [redacted] or "her manager" would take care of this situationOver all I feel like this place is unable to provide good customer serviceIt should have been take care of in house and not gotten this far Sincerely, [redacted]

While I'm sorry that the customer was not satisfied with our service but there's two sides to each story. We have strict company policies and if I were to let the customer get 2 $1 drinks with the $3.99 coupon instead of the...

just one like the coupon says, I would get in trouble with MY manager if she were to go through the orders. Doing that would also give employees the "Green light" to do whatever they wanted with the coupons. Basically the "We were allowed to do it this time....why not again and again?". If it was given to the customer before then I apologize because whoever did it, was not supposed to. We would very much like to keep [redacted] as a customer as she had been there before, as we hate to lose ANY customers. My employee [redacted], did say "Thank you and have a nice day" as she does with every single customer, I was a witness to that. I apologized to the customer over and over. I was very professional. I'm sorry again that this happened but company policy can't be broken or I lose my job. Thank you and have a nice day.

I am rejecting this response because:
I've been to this location numerous times with the coupon they offer and they always allow it. Also because the manager is lying about being professional and about her employee being polite. I don't think I would be taking the time to file a complaint if I were lying.  I would really appreciate it if the ** or "her manager" would take care of this situation. Over all I feel like this place is unable to provide good customer service. It should have been take care of in house and not gotten this far.  
Sincerely,
[redacted]

Review: I went into the restaurant on March 12, 2014 at 12:32pm with my mother for lunch. We had a coupon that said we could add a drink for $1.00 so I told the lady we would like two drinks ([redacted]) she then said only one drink could be added. I told her I've been here many times in the past and they always add both drinks for a $1 each. She said she had to go ask her Manager ([redacted]) she told her what I had said to her then the manager just said "NO" we don't do that here. I then again explained that they always add it for me they have never said no. Never had I had a problem with the coupon. She said no I can't do it for you. I said that's fine very rudely [redacted] said "Do you still want your order?" I said yes she charged me and didn't even say "Thank You" or "Have a nice day" nothing just a rude mad face. But with everyone else she was very nice and kind. While I was eating we over heard them talking and they said they never call customer service they just act all mad, I bet you anything she will not even call. That is why I choose to do this rather than to call their customer service I believe they wouldn't take it serious. Very bad service at this location . Manager should have handled it differently. She could have said i'll honor it this time but for future reference we don't do more than one drink per order with the coupon. Just to provide good service and satisfy the customer. I truly hope that the ** talks to this manager [redacted] and lets her know that customer service is priority.Desired Settlement: I would like a refund on a gift card and ill use it at a different location where they provide better service. Where they will not talk about the customer. Nor where the manager will act like she owns the place and will argue with a customer over $1. She could have been nice about it and override it in the system. We were order #64 total was $11.89

Business

Response:

While I'm sorry that the customer was not satisfied with our service but there's two sides to each story. We have strict company policies and if I were to let the customer get 2 $1 drinks with the $3.99 coupon instead of the just one like the coupon says, I would get in trouble with MY manager if she were to go through the orders. Doing that would also give employees the "Green light" to do whatever they wanted with the coupons. Basically the "We were allowed to do it this time....why not again and again?". If it was given to the customer before then I apologize because whoever did it, was not supposed to. We would very much like to keep [redacted] as a customer as she had been there before, as we hate to lose ANY customers. My employee [redacted], did say "Thank you and have a nice day" as she does with every single customer, I was a witness to that. I apologized to the customer over and over. I was very professional. I'm sorry again that this happened but company policy can't be broken or I lose my job. Thank you and have a nice day.

Consumer

Response:

I am rejecting this response because:

I've been to this location numerous times with the coupon they offer and they always allow it. Also because the manager is lying about being professional and about her employee being polite. I don't think I would be taking the time to file a complaint if I were lying. I would really appreciate it if the ** or "her manager" would take care of this situation. Over all I feel like this place is unable to provide good customer service. It should have been take care of in house and not gotten this far.

Sincerely,