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Making A Formal Complaint. Questions.
Hello Ladies! I wasn't sure which board to post this on, but figured since this was business related I would try here first. 
Unfortunately, I feel the need to result to a formal complaint. Now, this may seem silly, but my husband and I's experience at our local DQ has been far from desirable. I love DQ and am always willing to give people another chance. After tonight I decided that something needed to be done. The customer service is good, it's their blizzard making I have a problem with. Very liquidy, NOT blended, bitter coffee concentrate on top, and just overall not good.
Do you ladies have any suggestions or tips on writing a formal complaint? I am in the process of getting the owner's name of our local DQ. I really don't like complaining, but feel this needs to be addressed as this is not the first time it has happened.
TIA!
Re: Making A Formal Complaint. Questions.
I don't know why you're using the term unfortunately or saying it may seem silly. If it's bad CS and bad product, you have every right to complain. I've done this with a Ford dealership that treated me like a dumb girl, and my dad did this with Hertz when he had a bad experience recently.
I don't think there's necessarily a format, other than not making it personal. Just lay out to the owner/manager that you had several bad experiences, and be specific as to what was wrong. Done.
Our little Irish rose came to us on March 5, 2010
Don't drink the water.
Disclaimer: I am not an MD. Please don't PM me with pregnancy-related questions. Ask your doctor.
I would send a letter addressed to the store manager detailing your complaints.
You're not exposing Enron here, keep it short and sweet.
Have you ever asked to talk directly to a manager when you've received the blizzard and you have it in your hand? a face-to-face communication with evidence-in-hand may be the most effective way of raising the quality issues to their attention.
The fact that the customer service itself is good gives you an opportunity to focus on the product, not the people. You can ask to speak with a manager, and explain that you have been repeatedly disappointed with the quality of the blizzard, that it's not to the same quality as you've experienced in other DQ's, and you wanted to raise it to his/her attention because you feel it is impacting the quality of the reputation of their franchise. You can show him/her what you're talking about, explain what your expectations were, and ask him/her to share whether s/he thinks that your expectations about the consistency and the quality of the blizzard is in line with what they aim to provide.
Side note -- since you say that it's liquidy -- do they serve it to you upside down? If it's too liquidy, I expect they can't do that. If they DO serve it to you upside down, and it's not dripping, that will be a difficult argument to make.
Can I say I love the fact that you are taking the time & making the effort to complain about a crappy blizzard at DQ?
I was just listening to a program on the radio yesterday talking about the airline industry & basically the message I got out of it is that nowdays people just accept the fact that they are going to get poor service/product/etc w/o demanding better!
It seems like people are only willing to do something if it's something expensive--I love that you are going to demand more from your DQ on a purchase that is probably only a few dollars. GOOD FOR YOU!!!
Can't offer much advice beyond what's already been stated, but I hope you get better blizzards out of it!!
Thanks ladies. This really helps a lot.
KathyGee-I have NEVER received my Blizzard upside down.
It just frustrates me that I have had GREAT experiences at other locations, but this one has something to be desired.
Thanks again!