Sherry S.
Yelp
We always stop at Tobie's restaurant on our trips between the cities and Superior, but we rarely go into the gas station. Normally just pump and pay at pump for gas. That changed this week when I decided I wanted an iced coffee. At the restaurant, they explained I'd have to run into the Caribou Coffee embedded in the station. So the station now has a Caribou Branded Coffee Counter. As I was ordering they asked for my perks number which caused me to remember that I had received a coupon for a $1 cold press that morning. When I mentioned that, the clerk asked to see, because they "never sell cold brew for $1". So I whipped out my phone, showed the coupon. What ensued was just poor treatment of a customer. The cashier, saying "that's not right." Then saying something to the supervisor who started very loudly complaining about how they are just a franchisee and they don't get any say and how it is plain wrong, because cold brew costs more to make. Then hurumphing around at the register "well, I don't know how to ring it up!" The manager then saying directly to me, "well we don't have this programmed into our register." I replied that I would wait while they figured it out.
Look, I understand that there may be some issues between you and your franchiser. Here's the thing though, you should never make a customer aware of those issues and you especially shouldn't try to make them feel guilty about using a discount to which they are entitled. It took about 10 minutes for y'all to pour and let me pay for my coffee (far more time than it should have), but that 10 minutes felt like 30 because during the majority of that time, one of you was complaining. That my friends is how you insure you won't get repeat business.