Alex Y.N.A
If youโve told your customer that theyโre able to redeem an item with the next drink purchased through the points in the app, do make it clear that itโs a โhandcrafted drinkโ and not any old drink or item. Your staff refused to apologise for their mistake, and instead tried to insinuate that it was my fault instead that I didnโt understand what their other staff had told me regarding the redemption. I was then told that oh Iโd misunderstood that the redemption wasnโt for a drink in general, but a โhandcraftedโ one, and that if I wanted to get the item I needed to just order it and theyโd cancel the two I had. Thatโs terrible service, if not terrible customer service rectification; you do not tell a customer to pay for your mistake when it wasnโt made clear at all in the first place by your staff. Your staff were especially pompous and instead of trying to clarify the issue, they merely asked me to pay for another item I wouldnโt want just so Iโd be able to redeem the item- of which was a simple keychain. This wasnโt the first time that it happened either, when I ordered two drinks prior, they said that I couldnโt redeem the points for the keychain but that I had to well, pay for a drink then Iโd get it the second time. Either your customer service staff are lacking in training or protocol or your redemption rules are confusing for everyone involved, but itโs the principle of the matter. If I was told by your staff that Iโd be able to redeem the item when I ordered a drink next, irregardless of whatever drink I ordered, I shouldโve been able to do so. Thanks for nothing Starbucks.
