Complaints

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have received coupons in the email to use and when I try to use them on their website to order food it tells me the coupon does not exist. I have had this happen twice. One coupon I received was for a cookie cake that I was to get it for free and the other one I received was for $5 off a $25 order and my order was $28 and I went to use the coupon and again I got the message that the coupon does not exist. I don't know what Fox's in Scottdale PA is trying to pull but I am tired of receiving these coupons and not be able to use them. They are false advertising with their coupons and it's not right. I am requesting that the bbb notify them that they have been reported due to their false coupons they are sending people and not honoring them. The coupons were for online only and I was ordering online so it doesn't make sense that it is not working. I have emailed them in the past about the last coupon on their facebook page and I did not receive any response from them at all. I even messaged them today and did not get a response at all when I told them about this coupon. They certainly have lost a customer. I will not order from any fox's ever again. I have even called them in the past and when I speak with them they claim to not know what to do about the coupon. There is not even a manager to talk with about it. It's ridiculous that they don't even tell their employees about it. I hope you can get somewhere with them about this and open their eyes to the fact that they are scamming their customers and not honoring their coupons.

  Business response

  07/11/2023

  My apologies for the delay in response, I have been in contact with our online ordering company with the hopes that they can resolve the issue. They have the ability to use your phone and review all the history of your online orders and attempts to online order. Once they are able to isolate the issue that will be in contact with me. As far as the $5 off $25 coupon, according to their data- that coupon has been used 18 times in the past 2 weeks so they are thinking there was something in your order that wouldn't attach once verified they will fix the issue or the code wasn't for our store.

  We have been in business for 26+ years, that being said although we strive for 110% on a daily basis, we do make mistakes. We attempt to resolve them accordingly to the satisfaction of each and every one of our customers. Without loyal customers we could have not thrived for this long. The owner takes each and every complaint very seriously and would like to speak with you personally to resolve your issues.

  A meeting was held to reiterate the importance of handling each complaint. If the issue is not resolved the employees are advised to take a name and phone so Jason or Erin can call if they are not available. We do have a manager on staff at all times but depending on the complaint it would require being addressed rom Jason or Erin. I apologize that the employee did not properly handle your call.

  Our Facebook page does not list coupons- we are listed under Fox's Scottdale- we do send out mail flyer coupons which come the first of each month. The Fox's franchise offers different coupons which do honor. I have provided a screenshot of our Facebook page for your review. If you could provide the Facebook page that lists the coupons, we can also look into that. We have checked our messenger and I do not see a message under your name. Also, I would need the email address you are using because we don't advertise a business email, once I have that we can research it as well and look for a proper resolution.

  Each Fox's is individually owned- our online ordering system uses codes generated for our store. It appears that maybe your code does not coincide with our store, but available coupons would appear on the online system. I apologize the employee did not take your order over the phone and force the coupon- the employees are instructed that if the code does not apply to give a discount that reflects the coupon amount. 

  Again, we offer our sincerest apologizes. We are working daily to correct all cracks in our system so this does not happen again, and we continue to strive for 110% excellence because our customers deserve that. Thank you

  Customer response

  07/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   
  Regards,
  
  **** *****

*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. ↩