Schnuck Markets Inc.

Initial Business Response /* (1000, 5, 2015/12/07) */
Thank you for reaching out to us regarding case number XXXXXXX
Our Consumer Affairs team spoke with this customer moments ago and learned that our claims administration team reached out to her the day after this alleged incident happened
and was reported to your organizationThey are in the process of gathering more information from the customer in order to make a decision
Thank you again for all the work you do for retailers and for our customers
*** ** ***
Consumer Response Specialist
Schnuck Markets, Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for reaching out to us about this issue, complaint #***We are always happy to assist the Revdex.com with our customers. Our Consumer Affairs team has been in touch with this customer serveral times prior to and just after her inital contact with the Revdex.comFor some reason, we did
not receive your initial message about her concerns on 9/There was a miscommunication when we sent this customer back to the store for her refund on 9-10-17, which caused the customer to have to leave without it a second timeThe customer eventually requested that we mail her a refund, which we did on 9-19-We are more than willing to send the customer a copy of the receipt if she wishes, but this request was never made to us directly prior to nowWe are certainly sorry for all of this inconvenience and hope that she knows that this has been shared and addressed with all of the appropriate members of our management team. Thank you again for all you do for businesses and our customers. *** ** ***Consumer Response SpecialistSchnuck Markets, Inc

Initial Business Response /* (1000, 5, 2015/12/08) */
Thank you for reaching out to us about our customer, case number XXXXXXXWe are always happy to assist our customers
Upon receiving your message, we reached out to several different areas of our organization for more informationWe also
called the customer to find out which store was visited since it was not indicated in the message
After a good deal of research both internally and with the companies that assist us in processing utility payments, we believe that this customer is mistaken in her belief that this bill was paid at our storeIt does not appear that there was a payment on her account in any of our stores since Sepetember 21,
The check that the customer used to pay the bill most recently was received by MSD via US MailWe have communicated this to the customer directly along with our sorrow for any misunderstanding
Thank you again for all that you do for our customers and for retailers
Kind Regards,
*** ** ***
Consumer Response Specialist
Schnuck Markets, Inc

Thank you for reaching out to us about our customer, case number ***We are always happy to assist you with resolving customer concerns. We have no record of the customers original contact with our company back in the fallWe also did not at any time accuse this customer of being
dishonest, only asking if she was certain that she did not receive a refund at the store since the store was indicating that she was given a refund when she returnedWe were not initially informed of any alleged property damage when speaking to the customer. Be assured that this customer's concerns have been and will continue to be taken seriouslyWe are certainly very sorry for her disappointmentAs she is now alleging property damage, this information will be forwarded to our claims administration teamThey will look into this further and reach out to the customer appropriately. Thank you again for forwarding this information and allowing us to respond. Schnucks Consumer Response Team

Thank you for reaching out to us about our customer, complaint number [redacted]. We are always happy to assist in resolving customer concerns. Upon receiveing this message, we reached out to this customer by telephone in the hope of learning more about the specifics of this situation. We are not...

sure at this point how legitimate this complaint is for several reasons. First, the store number indicated does not follow our internal numbering system. Second, when we called the number given in this complaint, the person who answered appeared to be of the opposite gender from the person listed in the complaint and hung up on us twice. We called a third time and left a voice mail message in the hope that this person would call back, speak with us further and allow us to assist. Thank you again for reaching out to us and for your continued service to the business community and our customers.  Regards,  [redacted]Consumer Response SpecialistSchnuck Markets, Inc.

Complaint: [redacted]
I am rejecting this response because:Although I spoke to someone at the corporate office on yesterday. I did not get a answer to my question as of why I was treated in such a manner.
Sincerely,
[redacted]

Thank you for reaching out to us about our customer, #[redacted]. We are always happy to assist. We contacted the store team to learn more about this situation and feel this is a case of a simple misunderstanding. Our greeting card vendor brought in a cardboard shipper display with cards that...

were $1 each on top and cards that were $9.99 on the bottom. Both sections were signed, but it is certainly possible that the two types of cards intermingled. Our store manager expressed his disappointment that he was not called to assist the customer by his team and has taken steps to avoid further confusion. He also asked that we send the customer something as a gesture of customer service, which we will do via U.S. Mail. Thank you again for reaching out to us and for all you do for the customer/business relationship. If you need more information please do not hesitate to ask.  [redacted]Consumer Response SpecialistSchnuck Markets, Inc.

Thank you for reaching out to us about our customer, Case ID [redacted]. We are always happy to assist the Revdex.com with customer satisfaction. This customer did reach out to our Consumer Affairs team as she mentioned and we in turn engaged our store management team to reach out and try to...

resolve our customer's concerns. It is our understanding that several attempts to reach this customer have been made, but the store manager at this location has been unable to speak with her directly despite leaving at least three messages. We would like to encourage the customer to reach out to the store manager at our Mason store at her convenience. The number there is [redacted]. She would like to speak with the customer and see if we can restore her confidence in us. Thank you once again for your service to the community of customers and retailers. [redacted]Consumer Response SpecialistSchnuck Markets, Inc.

Thank you for contacting us regarding Customer Complaint #[redacted]. We are always happy to assist the Revdex.com in resolving customer concerns.  We will be reaching out to this customer later today via phone as requested to speak with her about this disappointing expereince. We hope to...

learn what specific store this was so that we can ask the store manager there to look into this further and make sure that this does not happen to this customer or any other in the future. Thank you again for sharing this information with us and giving us the opportuntity to respond. We appreciate the work of the Revdex.com and are grateful to be a part of providing good customer service to the customers in our area.  Regards, [redacted]Consumer Response SpecialistSchnuck Markets, Inc.

Thank you for reaching out to us regarding our customer, Case ID [redacted]. We are always happy to assist our customers.  This customer did reach out to our offices on March 1, 2017 after speaking with one of our store managers about an incorrect price he noticed on our Schnucks...

Delivers service. As we were discussing the situation, the customer refused to cooperate with our offer to look into this, correct what we believed was a pretty obvious mistake and have our partners at InstaCart reach out to him. Rather than continue the conversation, the customer hung up on our agent. The information was forwarded on apppropriately as promised and corrected online. InstaCart attempted to reach out to the customer, explain what happened and resolve the issue, but again the customer became angry, and hung up on them. If the customer would like to speak with InstaCart about this issue, they can be reached at [redacted]. The customer can certainly reach out to Schnucks as well at [redacted] between the hours of 8:30 AM and 5:00 PM, Monday through Friday. Thank you again for your message. We appreicate all of the work you do for our customers.  Consumer Response TeamSchnuck Markets, Inc.

The store manager called January 10th and left a voice message. She sounded angry. I called corporate office and was given phone numbers to call, [redacted] and [redacted]. I called both number and could not get through.

Thank you for reaching out to us about our customer, ID number [redacted]. We are always happy to assist our customers.Our team will be reaching out to this customer by mail and will fulfill her request for a refund. We have not received any additional complaints of this type, but will follow up...

with our supplier and food safety team as well. Our committment to respond immediately to all Revdex.com contacts is important to us. We apologize for the delay, but believe that a temporary email outage may have prevented your original message from being received.  Thank you again for your message and the help you provide to customers and businesses in our region.  [redacted]Consumer Response SpecialistSchnuck Markets, Inc.