ComplaintsforEl Cielo

• Initial Complaint

  03/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a gift card before Christmas from this establishment and even with proof of purchase they will not honor the gift card. Claiming it was never activated. They accused me of stealing it and demanded I pay for the food I had just ordered. I attempted to post about it in a local ******** group and it garnered tons of response in no time so they took the post down. I just want my money back and this place has the most disrespectful management! Please help! This was their loveland location

  Business response

  03/29/2023

  Clay ********,
  
  We are writing in response to the complaint filed by one of our customers. We appreciate the opportunity to address the concerns and provide an explanation of our position.
  
  The customer in question visited our restaurant and attempted to pay using a gift card that he claimed he received in December. Unfortunately, when our employee attempted to process the gift card, it was flagged as unactivated and therefore could not be used for payment. We asked the customer for an itemized receipt as proof of purchase, but he stated that he did not have one and paid using another method.
  
  We immediately contacted our gift card provider to inquire about the activation process, and they confirmed that the gift card must be processed through the terminal before it can be activated and sold. However, the customer's gift card had never been processed or activated, according to the card company's records.
  
  Several weeks later, the customer returned with his family and attempted to pay with the same gift card. Once again, the gift card was flagged as unactivated, and the customer provided a receipt that he claimed was for the gift card purchase. However, the receipt he provided did not show an itemized list of what was purchased and was for a different amount than what he claimed the gift card value was.
  
  We asked the customer why the receipt was for $22 more than the value of the gift card, and he claimed that he purchased it during his previous visit with his family. Unfortunately, this explanation was not enough evidence for us to verify his claims, and we were unable to provide a cash refund.
  
  However, we understand that the customer is unhappy with the outcome and would like to offer a solution. We are willing to provide the customer with a new gift card valued at $50 to use at either of our Loveland or Greeley locations. We hope that this gesture will help to resolve the issue and demonstrate our commitment to customer satisfaction.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  Case #********
  
  Janeth H******

  Customer response

  03/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* ****

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