I had a terrible experience on May 29th with the store and customer service. I sent the following email to a contact at the corporate office with no response. I am so exhausted trying to be nice and putting effort into a company that just does not care about their consumers so I'm sharing my experience so you know what would happen if you ran into any problems with Juice Press:
I had such a terrible experience with Juice Press. I went to the new 830 3rd Ave location last Friday for their 50% off event. One of the workers talked me into buying 5 items and said I could keep them at the store and pick it up at a later time. I paid for my items, wrote my name, phone number and the time I would be back to get the items. When I went back, no one had any idea where my items were kept and they kept me waiting for over 20 minutes (their solution was to stand there and wait to hear back from employees that were there earlier via text message) and all of the items I had purchased were sold out for the day. Throughout this process I said I was pressed for time, but I had 4 different people say, "I don't know where it is, I wasn't here at the time." That's not helpful at all. After the 20 minutes, Leah Landon said she'd make me the smoothies, which were part of my purchase. She made me 2 clean green proteins and 2 f@#$%$%^ing genius. I replaced the carrot juice with two kale chips. This whole ordeal took 30 minutes and I ended up missing my bus.
I was concerned when she handed me the 4 smoothies because they didn't look anything like the product I had purchased. She said they were the same exact thing and there weren't any issues with it (photo of my smoothies attached). When I tried the f^&%&%ing genius, the texture was completely different and not at all like what I had originally purchased. Same with the green protein. A day later, I opened my second f(*^%ing genius and it had become rancid and undrinkable. I threw it away.
I wrote a complaint that first evening because I was frustrated that they weren't proactive about the situation at all or provide me anything for my time. I included a picture of my items as well as a video of the spoiled f(*^^%ing genius.
I followed up on my complaint yesterday morning and spoke with Cetura. I found out the person that I actually had issues with was the Customer Service Manager for all of Juice Press. She said she would speak to Leah to discuss having the item available to me for pick up that same day. She took down my phone number and said she'd call right back. I never got a call back. I replied to my complaint on their website and asked if I could pick it up on Friday. Nothing. I called and followed up with Cetura this morning. She told me I could go to the location and they would be ready for me.
I went to pick up my 5 juices and noticed they expired TOMORROW. All of them. I called and spoke with Cetura. She initially said someone could come and exchange my items for me. I asked what else could she do since I've been spending so much time on this matter due to their issues. She said she could give me 20%. I said I'd like to be reimbursed my total amount. She said she needed to ask Leah. She called me back and said because I purchased the items during a promotion, they are NOT going to send someone over to exchange the items for me and they are NOT going to refund me. The only thing I could do is go to the store for a refund or exchange, which means I would have to make my FOURTH trip to their store regarding the same exact purchase. So far, since I initially purchased my items, I have:
-Made 2 trips to the store
-Sent 3 emails
-Made 3 phone calls
I have never experienced such terrible customer service. I told her that made absolutely no sense that I, yet again, had to go out of my way to solve this problem. She put me on hold and offered me 20% of what I paid, but I still need to go to the store if I wanted to exchange my items.
UPDATE: I NEVER received my 20% refund and gave out my smoothies since I couldn't finish FIVE in one day. read more