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| - Really disappointed with the lack of good customer service fro Zipps in general. We spend probably $30 per week across several Zipps locations, so it's seriously sad that my review is over 3 bowls of chili...
On Thursday last week, we ordered take out from Zipps. When we got home, they had gotten our order wrong. We called to let them know, and since I'm 9 months pregnant, I'm not really interested in having to drive all the way back to the restaurant for them to give us the right food. We asked for a refund, but they said their POS system doesn't allow them to give refunds so instead we could get "Zipps Bucks" to use on a future order. Ok, fine, whatever.
Fast forward to Sunday. We ordered 3 bowls of chili to go, and when we got home with them, each one was only half full. Again, I called and said at this point two mess ups in a matter of days was unacceptable and asked for a refund again. The manager gave me the phone number of their corporate office and said that Tiffany would be able to help with the matter. I called Tiffany this morning and told her the story, so she told me she would "research" the incident with her ops team and get back to me. She called me several hours later to tell me that since we had eaten the chili, they were not going to give us a refund. She also said that they did in fact give us the correct amount of chili for our order, but the cups they serve it in are just oversized. I told her that every single week when I order chili from other Zipps locations, the same cup is filled to near the top. She said those other locations were clearly doing it wrong and she was still not going to give us a refund (oh, btw the chili costs $5 per bowl, so this is a refusal of a refund of $15 for a customer who spends over $1500 per year at their establishment...)
Want to know the best part? Tiffany told me over the phone that she is the Director of their corporate office, so there's no sense in me talking to her boss (the owner) because he sides with her and this was their decision together. Guess what her title actually is? Director of Marketing and Public Relations... Interesting way to treat a customer when you're in charge of PR...
It's a shame. Zipps is one of our favorite places to go. But the fact that their customer service is living in an alternate reality where a justifiably upset customer gets treated like garbage is really not a solid way to run a business. Hence why almost all of their locations are rated 3 stars or lower on Yelp.
For the owner: if you're reading this, I highly suggest taking better care of your most loyal patrons.
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