My complaint:
I use the app to order hot drinks every day during the week and have no problems when visiting Highlands in Worksop but a different story at Retford’s Markham Moor. Drinks are ordered before leaving for work, payment details given and an app reference received. On arrival I chose the drive through, completed payment and received an enlarged app reference which was given to the operator via microphone. They ed the order and I proceeded to the collection window glancing at the display at the payment window to ensure the order was correct where I was then told that the payment hadn’t gone through and I now have to go to the back of the queue to pay manually. This has happened twice in recent months at the same retailer turning a quick stop into a 20-25 minute slog throwing the days timetable out of sync. Total nightmare for a couple of coffees. Emailed Nicole and later Tim at customer services and received the ‘brush off’ suggesting I reinstall the app or it is local conditions ( within the Markham Triangle)
Suggested solution:
On the first complaint I was promised some vouchers but they couldn't even get that right and never received anything. Simply asking for them to recognise they have a problem, apologise for a chaotic day and offer a code for a free coffee as a gesture would have been sufficient. Having emailed Nicole and Tim at customers services I have been told it could be 'local conditions' (within the Markham triangle no doubt) or try reinstalling the app and risk losing all your free drink vouchers. Not impressed
