ComplaintsforSunset Raw Juice Bar

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Last June of 2021, our three kids purchased a $45 gift card for my husbands for Father's Day. It was purchase don line through their web site. We used the gift card once, maybe twice. There is a balance, but I do not know how much. This year, on Father's Day 2022, I took the gift card to the store to purchase an acai bowl for my husband. The informed me they switched POS (point of sale) systems and were not sure how to use the gift card. There was no manager on site, so they suggested I call that week. I did and never hear back. On July 7, I used their contact form on their web site and explained the situation. Again, never heard back. I called on 7/18 and spoke with Nya, who said she was a team leader. She didn't know how to resolve it, but told me she would pass it along to the community action team and I should hear from someone shortly. I never heard from anyone. I called on 7/21 and spoke with Sydney, who identified herself as a *******. She informed me that they were working on it "right now" and someone would get back to me "in the next couple of days. Maybe even today." I never heard form anyone. Again, this past Friday, July 29 I called and left a message on a voice recording. No one has called me. EVER. Initially I desired to simple have the balance of the gift card my kids purchased transfer to another gift card on their new POS system so I could use it at Sunset Raw Juice Bar. However, after this terrible experience and frustration, I will NEVER support a business that is so unresponsive to its customers. Especially when it is something SO simple, for such an insignificant amount.

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/08/06) */ Three attempted calls were placed to ***. ****** on the phone number (410)***-xxxx, from our Community Outreach Coordinator, Emma * at the times 8:00am, 12:11pm, 4:34pm. Our calls were not returned on the date of July 30th. Three months prior to our official POS upgrade, our Community and Social Media team have gone above and beyond by informing our guest on various different social media platforms, as well as in store signs of the POS upgrade. Majority if not all of our guest who had gift cards came into store and used the fund on the card or had the card converted over. We have made every attempt to make our POS upgrade as smooth a transition for our guest. After three call attempts it became apparent to our Community Outreach Team, that ***. ****** no longer wanted to do business with Sunset Raw Juice nor did she want the gift card that our team had prepared and set aside for her just in case she came into the store. Here at Sunset Raw Juice Bar our customers are not only our heart beat, but many have become like family. We stand on our core values of integrity, honesty, personal responsibility, fun, and inclusion. The staff here at Sunset Raw Juice Bar go through intensive customer service training, each staff member is taught and treats everyone of our guest with the utmost respect and honor. We would love to make this right by ***. ******, as we have we tried on several occasions, we continue to want to ensure that **** ****** receives the Sunset Raw Juice Bar gift card as company protocol states in the amount of $45. Consumer Response /* (3000, 7, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I am hesitant to accept this reply as is since the phone number they listed in their response is not close to my phone number, which is ***-***-****. It is a number I left repeatedly each time I called them and also via their contact page. If they would like to contact me at the ***-***-**** number, they are welcome to do so so we can resolve this issue. Thank you, Kelly Business Response /* (4000, 9, 2022/08/10) */ Here at Sunset Raw Juice Bar, we are solution driven. As previously stated, we have reached out to **** ****** via telephone with several attempts to rectify this situation. Due to human error, telephone digits have been miscommunicated in the chain of communication. Again, this was not intentional, nor done in malice on behalf of our team member Emma, who expressed remorse for her mistake. ***. *******, the gift card has been created weeks ago and remains in the store waiting for you to retrieve it. With resolving this issue at the forefront, Would you like to come to our location to pick up the gift card? Does the agreement of the transfer of gift card stand as your acknowledgment that you accept this response from the business Sunset Raw Juice Bar? Once acceptance of this response on your behalf via the BBB website we are more than happy to call the number provided to coordinate a day and time for pick up. Consumer Response /* (2000, 11, 2022/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for getting this resolved. I am sorry it had to go to BBB. However, after MANY attempts via phone, one via your contact page on the web site and one in-person initially and NOT hearing back from any of the people I spoke with after leaving my correct number EACH time (dates shared in my complaint), this was my only option. In the last voice mail I left, I said that since no one would respond to me, I had to take it to another level, hence BBB. This is NOT Emma's misstep. It is the failure of each person I talked to as I was trying to get this resolved in a reasonable manner.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩