LP
Lauren Palmer
3 days ago
We go to 7 Brew often, so this was a really disappointing experience. I received a text offering BOGO free drinks because the Tarleton kicker scored 7 points, and we specifically decided to stop by and take advantage of the promotion.
We waited about 25 minutes just to order, which I wasn’t even upset about because I understand they were busy. I gave them my phone number, placed our order, and as I was paying the $21 total, I asked, “That’s with the BOGO, right?” I was then told no, that I was supposed to mention the promotion before paying and that my payment had already gone through.
The problem is, the promotional text says absolutely nothing about having to verbally mention the BOGO before paying. I gave them the phone number associated with the text, so there was no reason for me to think I needed to do anything else. Even more frustrating was that once I pointed it out, there was no attempt to fix the charge or honor the promotion.
If there are specific requirements to redeem an offer, they need to be clearly stated in the promotional text. Customers shouldn’t be expected to know an unwritten rule and then be told it’s too late once their card has been charged.
We’re regular 7 Brew customers and normally enjoy coming here, which is why this experience was especially frustrating. After waiting 25 minutes and spending $21 on drinks we specifically came for because of a BOGO promotion, I expected the situation to be handled better.