Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Weve been loyal customers of Menchie's and have used gift cards at this location before without any issues. But during our recent visit, the manager flat-out refused to accept our valid Menchie's gift card and told us, We dont take those here, even though weve used them at this exact location in the past.When we politely questioned him about it, things escalated fast. He called my husband a jerk, said he didnt give a ****, and even threatened to call the police on usfor trying to use a legitimate gift card! Before we left, he told us to get the h*** out. That was after he threatened to call the police on us as he got out his phone. We were a family of six, not a set of criminals.Absolutely appalling behavior from someone in a management position. There is no excuse for treating customers this way, especially over something so simple. When I left a bad review on the stores ****** page, the store owner responded saying I was trying to scam him with a digital gift card because there is no such thing as a digital gift card, only plastic cards. Even though they literally sell them right through the Menchies app, and I had used this same giftcard card at his same store earlier in the month when my husband and I were on a date. He didnt even try to use it when we asked. I want my money back. Now Im left with a giftcard that I will not use since Im not going back. Also, I have tried to leave several voicemails on Menchies corporate customer care line and I also emailed. No response.

  Business Response

  Date: 04/21/2025

  I am the owner of Menchies in ********, **** and I sincerely believe that this complaint was filed against the wrong location. The complaintants zip code is ***** which is Plain City **** near ******** and nearly 3 hours away from ********.  The complaint states that a ****** review was left and responded to by us and we have no review from anyone by this name.  Secondly, we have a female manager, not a male manager.  Third, we are forwarded all complaints received either electronically or verbally by our corporate office and we have received no such complaint.  We did research on other **** Menchies locations and there is a location 15 minutes from ********** in ****** ****.  I cannot say for sure if this is a location that she is referencing in her complaint, but it would make logical sense that she would visit a location 15 minutes away from her versus one nearly 3 hours away from her. Therefore, we conclude the this complaint is not ours. Thank you

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  While you are correct that it was the Columbus location I had this experience with (I didnt realize this BBB was location specific and I apologize for that), I have tried reaching every Menchies line and email there is with no response. Is there no way you can get corporate to reach back out to me? Its very unfair to be treated this way as a customer. No support whatsoever, and theres nothing I can do. 
  
  Regards,
  
  ****** ****
  
  
  
  

  Customer Answer

  Date: 04/22/2025

  Complaint: 23217447

  The address for the location we visited was

  *****************

  *****************

  Business Response

  Date: 04/22/2025

  The customer purchased a digital card from an online marketing website that could be accepted in participating locations, if any. It is not a Menchies product and it is not from Menchies official website. Just because a cashier wrongfully accepted it before, does not mean I will accept it. I dont have any agreement with any marketing websites. 
  

  It is between the customer and the marketing website that offer the e-gift card. 

   

  Customer Answer

  Date: 04/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23217447
  
  I am sending one last message and then I will stop wasting my time with this horrible mess of a situation. I can see nothing will cause you to change your mind.

  What I will say is closing is that the gift card I was using was a legitimate, official Menchies gift ******* a franchise, you are required to accept that form of payment and you wouldnt even try. You literally wouldnt even work with us and try. Instead, you accused me and my husband and our kids as criminals trying to rip off the store and threaten to call the police on us if we didnt give in immediately and use our card. And now we are stuck with a bill and giftcards we will never use. Unreal!

  Also, the way you and the middle aged women with you called us names and told us to get the h*** out was unprofessional and uncalled for. We are you customers and we were treated like dirt. I had to usher the kids out, so they didnt see you treating us that way. 
  

  My husband I have been coming to Menchies for our date night spot since we married in 2010. We used to go to the one in the mall and then we switched to your location. This was the first time we ever introduced it to the kids, and it will be the last time we ever step foot in your doors. You may have won this little battle, but you will lose so much money and business over the years. I will take my business to *******, where we are making our new date night spot. We get treated so much better there and the ice cream is better quality anyways. 
  

  I would highly recommend fixing the way you treat your customers. Theres no way you can be successful and blessed as a company when you act the way you did toward us. I will never forget that. 

  Regards,
  
  ****** ****