Coffee News of Scottsdale Reviews (1)
Coffee News of Scottsdale Rating
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I definitely agree that a loyal customer base is extremely important to operating a successful business. I honestly feel that I treat every customer with equal respect and always go the extra mile to provide excellent customer service. In regards to the complaint #9839667 I would like to...
explain my position on the four (4) specific issues that the customer has pointed out: 1) COMPLAINT:“My ad ran one week after I was told it would and if was my intention to capture out-of-town visitors for Thanksgiving.” RESPONSE:a) The reason the ad began running one week later is because the customer did not get his ad materials to us in a timely manner. There is documentation (emails) that explained this to the customer, as well as his being informed about the new start date. This did not seem to be an issue with the client at the time as he sent back the signed ad proof after this with no other notations.b) There was a never a discussion in regards to capturing out-of-town visitors for Thanksgiving. In addition, I feel that it is imperative that I point out that any print advertising campaign takes more than one (1) week to gain traction. Most business owners/advertisers are aware of the importance of repetition. I am hard pressed to believe that a graphic designer (the customer) was not already aware of this belief, but is something that I always cover when I meet with a Prospect. 2) COMPLAINT:“I specified I would design my own ad, which I did, and was not discounted the $45.00 fee.” RESPONSE:The customer was absolutely discounted the $45.00 ad design fee. The signed agreement clearly illustrates that there was $0 charged for this specific fee. 3) COMPLAINT:“The readership was over exaggerated inasmuch as locations are throwing out the publication.” RESPONSE:Coffee News of Scottsdale has saturated the Old Town section of Scottsdale for (6) plus years. I am a very hands-on owner and I have actually participated in delivering this route. In regards to the distribution of Old Town Scottsdale I would like to share the following statistics:a) We publish and deliver this edition every week (52 weeks a year). b) We have approximately 96 delivery stops every week.c) I personally check-in our drivers on a weekly basis to review specific details and updatesabout the route. It is possible that based on a very small random sample that the customer did not locate a paper. But, I can confidently state that most everyone who lives or works in Scottsdale is very familiar with Coffee News. 4) COMPLAINT:“That the locations where the publication is placed does not conform to the franchise standards of being exclusively placed in coffee shops and restaurants but instead includes grocery stores, hardware stores and other places where it is ignored. Therefore I demand my contract be immediately terminated with no penalties, my ads immediately cease and I be refunded the entire amounts paid being I feel Coffee News is in breach of contract.” RESPONSE:This complaint is quite bewildering, the following is how exclusivity applies to conforming with the Coffee News franchise standards; Exclusivity is a guarantee that once an advertiser agrees to a promote their business in any given edition(s) that advertiser will be the only business to advertise in their particular category. I can assure that this was explained very clearly to the customer, as it is explained thoroughly to all of our advertisers. As far as locations where the publication is placed within an establishment, it is entirely up to the business owner or manager to place our display, with the current weeks edition, in a location of their choice. We strive to maximize the number of locations in every zone to increase distribution and readership. We seek the permission of these businesses to place the paper in their establishments, we certainly don’t take the liberty of dropping them off just anywhere. There is absolutely nothing that states, from a franchise stand point, that we are exclusive to coffee shops & restaurants. PROPOSED RESOLUTION: Per the customer’s request, we have stopped running the ad. In addition, I am willing to release the customer from his contractual obligation to make the third and final payment. I feel that this is a more than equitable manner to resolve this dispute.Please know that I take my business and this matter very seriously. Feel free to call or email me at anytime with any other questions or concerns that you may have. Sincerely, [redacted]Owner/Publisher, Coffee News of Scottsdale