0
0

customer complaint reply (self.legaladvice)

rondue が 投稿

Hello all,

Location: London, England

An international coffee franchise company replied to my super-escalated complaint (I sent it to the CEO no less) to say that they have investigated my original complaint fully, and acknowledge their mistake in not getting back to me for FOUR months, but that the outcome of the investigation and any action taken with their staff as a result of the investigation is confidential and they cannot share it with me.

The reply came not from the CEO or his office or some corporate bigwig. It came from someone in their UK customer service team (of unknown rank). Their offer was - we'll just send you a gift card.

I specifically stated in my complaint that I will not be brushed off with money and that I needed to know what ACTION with specific staff has taken place.

So, their reply to me is totally unsatisfactory.

My questions:

1- Can they hide behind 'confidentiality' and refuse to say what actions they took with their staff? Is that an actual legal position, or a decoy?

2- Should I just keep my life simple and accept the gift card but request a substantial amount of money to be on it given the length of time they took to reply (four months, after my prompting) and the number of hours I spent composing my various lengthy complaints (at least six hours in total)?

Looking forward to your input.

全 32 件のコメント
並べ替え:
ベスト
トップ新着論争中古い順Q&A

[–]AbandonedPineapples 11 ポイント12 ポイント  (4子コメント)

Frankly you sound like you're more trouble than your business is worth. Unless you were a million-dollar client or something, I'd invite you to shop elsewhere. I have no desire to waste time or lower employee morale dealing with unhinged complaints. I can't think of any circumstances where you'd be entitled to information about corporate strategy or internal staffing decisions.

[–]gregg1e 6 ポイント7 ポイント  (2子コメント)

Especially if the company disagrees with you. Without knowing any detail the OP is insisting he/she is 100% right in whatever happened. I've had complaints brought against employees of mine and after reviewing the details I've told the customer "thanks for bringing this to my attention", then turned to the employee and said "you did the right thing, go home early and take advil for the headache they caused". That's how it was "handled internally".

OP sounds unreasonable. I'd give a 5 dollar gift card to another competitor in hopes it sparks a new relationship

[–]rondue[S] -4 ポイント-3 ポイント  (1子コメント)

Well, thank you, for your kindness.

It is precisely because of this "brushing off," the fake masks that managers wear, that proper evidence needs to be shown of how things have been fixed for me and others. I have already received verbal apologies from the managers. I have been told verbally the baristas concerned were in the wrong. Not good enough. Exactly because of what you say. They could be acting. I need to learn what happened.

And you can mouth off all you like about the poor, minimum wage earning sods but they are under no obligation to do that job if they can't handle its pressures. No one comes to my job or yours and says "oh poor you, I will forgive your poor behaviour because you're not as well paid as me." That's a ridiculous, pathetic argument.

[–]s-dubya 2 ポイント3 ポイント  (0子コメント)

And did you make their jobs harder when you got angry and yelled at them?

[–]s-dubya 1 ポイント2 ポイント  (0子コメント)

OP is mad because one barista invited them behind the counter, another barista said go back, then OP got mad and they called the police on them.

[–]RedbonePoonhound 4 ポイント5 ポイント  (8子コメント)

Try /r/LegalAdviceUK, you'll get better answers.

[–]s-dubya 7 ポイント8 ポイント  (4子コメント)

LegaladviceUK. In the US I'd tell you to pound sand and never to shop at my business again if you were emailing me directly.