Complaints

• Initial Complaint

  21/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the mall with my daughter and grandsons. My grandson wanted an ice cream so we went to Extravagent Cookies. My grandson wanted a flavour he never tried and I asked for a sample The lady said they don’t give samples. I was surprised and I said ok and left.   My grandson wanted an ice cream really bad (he is 8) so we went back and I asked for the smallest amount of the moon mist(I think that’s what it was called) and I asked for the managers information as I wanted to file a complaint. The lady said I can’t give out personal information I said I am not asking for personal information I am asking how I can get in touch with a manager She came from the back of the store (*** *** ******* ****** **** *** *** *** ** ****** ** **** *** *** ******** *** *** *** *****) She did not give me the ice cream cup she kept it behind the counter and asked if that was all. I said I can I get the information on how to contact the manager and she said I won’t give personal information *** **** ***** *** *** ***** ** *** ******* ** ***** ** * * ** *** *** and said she was refusing service and walked away.  * **** **** * ****** *** ** ** ****** *** *** *** ***** *** ** *** *** ******** *** ******** ******* *** ***  I never insulted, threatened or swore the whole time. I did ask twice how I could get in touch with the manager and I was refused that information and I was refused service.  * ** **** *** *** ** ********* ** ********* ******* ** ** The employee was rude from the very beginning ** ****** * *** ******* *** ***** *** ******* **** ** 

  Business response

  24/05/2024

  Marianne,
  We have replied to your email on your concerns and asked if you would like to further discuss via a phone call.  Here is our original email response.

  
  Hi Marianne,
  Thank you for reaching out to us and bringing your concerns to our attention. We sincerely apologize if you felt that your recent interaction with our employee was less than satisfactory. Providing excellent customer service is a top priority for us, and we take all feedback seriously, whether positive or negative.
  

  After thoroughly investigating the matter, we have found no evidence to support the claim that our employee was rude during your interaction. Our team members undergo extensive training to ensure professionalism and courtesy in all customer interactions, and we have full confidence in their ability to represent our company values. During our investigation, it was stated that you were raising your voice with concerns about our pricing and asking for a sample, which we do not provide. In regards to us refusing service, merchants in Canada do have the right to refuse service due to behaviours that are deem threatening. **** **** **** ******** ******* *** ***** ****** ****** **** *** ***** ***** ** *** *** *** ** ************** *** **** ********* *** *** ** ***** *****
  

  Our understanding is that you continuedly berating the employee pushing her to provide private information and continued to yell that she was unprofessional and rude through out the entire time you were in the store. This was all stemmed from our policy of not providing samples. We protect our staff from abusive behaviour and ensure our customers and staff alike feel safe. However, we understand that perceptions can vary, and it's important to us that every customer feels valued and respected. We appreciate your feedback and assure you that we will use it as an opportunity to further improve our service. If you would like to discuss further, please leave your phone number.

  Customer response

  24/05/2024

   
  Complaint: ********
  
  I am rejecting this response because:  

  I had called and left a message on their voicemail with my phone number and they did not call me back 

  
  
  Sincerely,
  
  Marianne *****

  Business response

  28/05/2024

  **** ** ********

  Regarding Marianne ****** rejection of our original response, that she rejects it as we did not call her back. * **** ******** *** ********* *** **** *********** ******** I can confirm we have never received a voicemail from Marianne. There does show a missed call on May 16, 2024 at 9:44pm. Our store closes at 9:00pm and staff are gone by 9:20pm. We use 3CX phones through our provider which automatically send all voicemails to our email in addition to the physical phone in store. To confirm, Marianne DID call the store after hours, but DID NOT leave a voicemail. In our original response to her email, we had asked her if she would like to discuss further via phone, which she ignored.

  We would like to get this resolved, as we are a small local business that prides ourselves on great customer service and overall customer experience.

   

  Thank you,

  Brittany

  Business response

  28/05/2024

  Hi Marianne,

  Thank you for your response, we are committed to coming to an amicable resolution. There seem to have been some communication issues.

  I've double checked with our provider, as well as our voicemail logs in store to ensure we didn't miss your voicemail. I can confirm there was a missed after hours call from you on May 16, 2024 at 9:44pm. Our store is open the regular mall hours, until 9:00pm. There was no voicemail left, which the logs show, as all voicemails automatically go to our email in addition to the physical phone in store. When responding to your original email, we had asked if you would like to discuss via phone, which you did not respond to.

  As we had stated, we understand perceptions may vary and we appreciate your feedback. As we use all positive or negative feedback as a training tool to further improve our service.

   

  Thank you,

  The Extravagant Cookies Team

  Customer response

  29/05/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I would like to speak with the owner/manager of the business

   

  again my cell is *** *** ****

  
  Sincerely,
  
  Marianne *****

*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. ↩