I had a maddening customer service experience trying to register for Big Jim's BBQ Class. Instead of eating barbecue, we've eaten the money we paid instead.
The short version: despite the fact I sent several emails (1) with the original voucher for the class (2) emails between Big Jim and my wife proving the original purchase, (3) recent emails from Big Jim showing I was allowed to use the voucher a few days after expiration and (4) my suggesting to resolve by phone, some other person responding to his emails kept saying my voucher number was invalid.
Big Jim or this other person will probably respond denying or attempting to spin all of this, so below is the email thread (full names, phone numbers and email addresses redacted).
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On Dec 20, 2013, at 12:21 PM, Dan wrote:
I received a gift of a BBQ class from my wife a little over a year ago (see your email with her below). I'd like to go ahead and book the class for January 18. If that works, can you tell me where it is located and the times?
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On Jan 9, 2014, at 9:02 PM, "Jim" wrote:
If you would like to join January 18th's class just let me know and I will add you to our list. It will be at the Elk's Club in San Rafael from 11-4pm.
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On Jan 15, 2014, at 6:34 PM, Dan wrote:
Thanks for getting back to me. In between the time I contacted you and you responded, I scheduled something for January 18, so I can't make the class on that date. I do see on your website that you are also doing class on Saturday January 25. Could I attend that class instead?
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On Jan 23, 2014, at 9:11 PM, "Jim" wrote:
In order to attend class you will need a voucher number or you can pay $112.00
Sent from my iPhone
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On Jan 24, 2014, at 7:13 PM, Dan wrote:
Left you a voice mail. Voucher number is 017. Can you confirm that I can attend tomorrow's class (sat 1/25)?
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On Jan 24, 2014, at 7:15 PM, "Jim" wrote:
You need to send your voucher number
On email
Sent from my iPhone
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On Jan 24, 2014, at 7:53 PM, Dan wrote:
Voucher is number 017
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On Jan 24, 2014, at 10:48 PM, "Jim" wrote:
That is not a voucher we accept
Sent from my iPhone
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On Jan 24, 2014, at 11:08 PM, Dan wrote:
I'd really like to take your class, but there seems to be some confusion about my voucher. Attached is the actual voucher I've been referring to (017). Below you can see the email you sent my wife with the voucher, it was a gift from her. The expiration date is December 15, 2013. I could not attend class last year due to surgery, but you recently said you would honor it. I know you have a lot going on and a lot of students, so I just forwarded those emails to you to jog your memory.
At this late hour, I can't make arrangements for tomorrow's January 25 session. I'm disappointed, but I'm hoping we can get this squared away and I can get into the very next session.
If you have changed your mind and still won't accept the voucher, please let me and I'll just take the loss.
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On Jan 25, 2014, at 9:51 AM, "Jim" wrote:
We still need to confirm voutcher
Sent from my iPhone
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On Jan 26, 2014, at 8:16 PM, Dan wrote:
Let's give this one more try. If this doesn't work, I'm going to have to give up - I don't want to waste your time or mine.
I think I've made a strong effort here to work this out with you. I feel the best way to work this out will be to do it by phone, as it seems like we're not communicating well over email (am I talking to one person or more here?). Please call me at XXX-XXX-XXX.
As far as using your website to register, no new dates are listed past January 25. There is also no place to attach a voucher. All your website does is take my email address and text message and email that to you, which is no different than emailing you directly. I will go ahead and send you this same information through your website anyway.
I'll try again to give you the information:
1. You were willing to register me for January 18 (which you did but too late). I've sent you recent emails proving you did register me. I don't know why it was OK a couple of weeks ago and now it isn't.
2. I have sent the voucher several times now, I am attaching it once again in two different formats, including Adobe Acrobat/PDF. I suggest you read this email on your computer rather than your iPhone so you can correctly see your attachments.
3. I don't know why the voucher number 017 is invalid, but that's what it says on the voucher. I've also provided the emails you yourself sent to deliver the voucher.
Once again, a call would probably save us both a lot of time and hassle.
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On Jan 26, 2014, at 10:16 PM, "Jim" wrote:
017 is not a valid number where did u buy this from ?
Which is a good start
Sent from my iPhone
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On Jan 27, 2014, at 7:06 AM, Dan wrote:
You really need to read my emails. I'm done repeating myself. At this point, I'm just heading over to Yelp to post this entire interaction, including your responses, and leave one star. read more