Mr. Ting,
Thank you for your e-comment card received by the Customer Relations
Department of Jersey Mike's Franchise Systems, Inc.
The frequent buyer club card is available at participating locations.
Jersey Mike's locations are individually owned and operated; therefore
some owners have made modifications to the program. It is at their
discretion to redeem the card. Your comments will be forwarded to the
owner of the location you visited.
In the meantime, we will forward you gift certificates to use towards
your next purchase at any Jersey Mike's to the mailing address you
provided for your inconvenience. We value you as a customer and hope
you visit us again.
Again, we apologize for any inconvenience and thank you for contacting
us!
Customer Relations Department
Jersey Mike's Franchise Systems, Inc.
800-321-7676, extension 238
customerrelations@jerseymikes.com
I definitely appreciated the response and the pending gift certificates, but I'm still a little miffed as to why you would have this program and then not recognize it. So I sent this response:
Melissa, thank you for the response and the giftReminds me of two other Jersey Mikes experiences, one good and one bad. The bad one was on Fields Ertel road, where they refused to take credit card under $10... so alienating customers and showing how cheap you are to save 3-4%. The good one was on Winton Road, where I maybe waited a little above average time in line (certainly nothing major) but the guy gave me a free drink and apologized for the wait.
certificates. I do appreciate it. I have some
additional feedback:
My question to you then is why even have this frequent
buyer club offer when it's not going to be recognized
by franchises. Nothing on the card says that you may
or may not be able to redeem it. Therefore, this card
is basically worthless and the stamps we're getting
are deceptively worthless.
I also would like to say that this kind of practice by
your franchisees is very short sighted to regular
customers. It conveys the message that your company is
cheap and regular customers are not valued because
they're not customers of one particular store. For the
cost of one free sandwich, I would've been happy to be
a continuing customer of that store. Now I will think
twice about going to that store. Again, very short
sighted and not very good business.
5 comments:
You should file a complaint with BBB. If it doesn't say the terms and conditions on the frequent buyer card, they need to honor it.
And about the place that doesn't take credit card under $10. Technically, that's in violation of the credit card merchant terms (cannot set minimum purchase amount, nor charge extra fee for credit charge). However, I usually cut mom and pop stores slack because I understand that a 3% fee does cut into their profits significantly. On the other hand, if that store screwed me over on something else, I would have no qualms about reporting their violation to the credit card company.
I am glad that the main customer service for Jersey Mike's did the right thing. I agree with you that unless they stated the terms and conditions, they should have accepted the card. I also agree with you on them being short sighted on their regular customers. You obviously go there often, it is silly of them not to honor it. I had that happen once at a subway. After me arguing, they accepted it. They also knew me by name and knew my order for the most part. Why they even questioned me was beyond me.
I don't understand the customer service mentality at a lot of these places. They have little to gain by refusing these kinds of things ($0.50 of materials?) but a lot to lose. At least HQ seems to be trained properly. If you can't even get corporate to concede that they're wrong, something is seriously messed up (like the airline industry).
How Ridiculous,take your best customers (frequent visitors who have a card) and alienate them! Also the guys who wouldn't honor it because it wasn't at his shop doeasn't realize that may be his only chance to win your business over the other location! It's aweful,and I was going to give the owner a pass because probably some of his employees were turning you down, but they must have been trained to do that, so he gets a black mark.
The employee/manager actually told me it was orders from the owner (she showed me the note that was taped to the cash register).
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