Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My friend bought me a Jacks Donuts gift card for $20. Im a diabetic so I cant have donuts very often. A few months ago, I went in to buy a couple of donuts. I was told that they had changed systems and my gift card was no longer valid. They didnt offer me any kind of replacement. So I guess they considered the money on the card their money. Not nice. I was told by the gal working there that it had happened to another person earlier that day also.

  Business Response

  Date: 10/03/2022

  Good morning,

  My name is *********************, owner of jacks Donuts, in ********.  I received your letter today about *************************** experience at Jacks donuts. We have not sold this type of gift card since early 2020.  We were having trouble getting our money from the corporate office. We went to providing our own gift cards. I believe ***************** was told her card could be used at the New Castle store as they are the ones who are still selling and receiving these cards. The money is not lost on her card. It is still there. She just cannot use it at our store. I am terribly sorry that this happened but the gift card program at New Castle was never properly set up for all the stores to use and get reimbursed.  I do not remember personally ever being contacted about this issue. I know my employees give my card out when there are problems with customers, or at least provide my contact information.  One other thing is since this was a birthday gift if she wanted a refund it would be reimbursed to the person who bought the card if it was bought with a credit card or provide a receipt.   I would be happy to work between corporate and them to facilitate this if needed.   Any questions. Feel free to call me directly.  Thanks and have a great weekend.   

  I just spoke with the person.  She was not very cooperative and although the gift card was still valid at new castle location she refuses to drive there.  I am refunding her the $20 and I will recoup my money from corporate.  
  

  Customer Answer

  Date: 10/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The owner called me and kept saying the card was good in New Castle, and said I should drive from ******** to New Castle for donuts. That would be cost prohibitive at $4.25 a gallon for gas. Plus I bought the card at his store in ********. He told me he did not get the money for the card, that cooperate did. Why would he sell something that he doesnt get the money for? 
  

  He finally told me that he would leave $20 in an envelope for me at his store for me to pick up on Monday. I picked the envelope up and it did not have $20 in it. It had a $20 gift card for his store. I will never go in that store again because I will not support his business. He said $20. Ive got the gift card, but it has no value to me. I cant believe he does business like that.
  
  Regards,
  
  *************************