It is my birthday at the end of the month (33!) and I am a member of several companies email lists that send me a free birthday surprise each year.
I do not eat a lot of fast food but I do enjoy ice cream. Today was a pleasantly warm day here in Victoria, BC and I decided to treat myself to a free ice cream cone courtesy of the Marble Slab Creamery’s Birthday Club.
Just to show you how many emails they send being a member of this club I attached a screenshot.
Normal, promotional emails that talk about promotions and holidays. I do not have a problem with that. Here is a link to the e-mail (http://www.groceryalerts.ca/wp-includes/downloads/Happy Birthday Steven from Marble Slab Creamery.pdf) they sent early for my birthday (dated Oct 9). In the e-mail there is a coupon for a free regular cone with 1 mixin’ (their term for topping). In the terms it says 1 per customer and must be in Canada. It also says photo id may be required.
I went to the store downtown, Bay Centre (main floor, facing View Street) 1150 Douglas St. I was actually served by the manager and I ordered peanut butter and chocolate ice cream with kit kats crumbled up. The manager made the cone and put in the mixin. At this point the cone was made and I presented the coupon to the manager.
She refused to accept the coupon and told me:
This coupon is not printed in colour and she could not accept the coupon. It was the company policy to request a colour printout.
I told her I printed it at home on my laser printer on regular setting (not even toner saver). It was clearly legible with my name and information. I also explained that no where in the coupon did it request to be printed on colour.
I told her I did not want to pay for the ice cream and she offered me a 10% discount on the cone. I still refused and she had to throw a perfectly good ice cream cone in the trash.
I am upset not only at Marble Slab not redeeming the coupon but of the waste involved in trashing the ice cream.
For the cost of a $5 ice cream cone, Marble Slab Creamery has lost two ice cream loving customers for life (my wife and I). It shows a poor implementation of their Birthday club program.
Next week, I will review a company that goes over and above my customer expectations and delivers a generous free birthday coupon each year.