geni b.

Very disappointed with the customer service at this establishment. Found out about this restaurant through a voucher website (eversave.com). After ordering my food, the restaurant refused to accept my voucher because it was on my iPhone app, and not printed out. It didn't make any sense, but we offered to email them the voucher, they said no. We asked if they had a printer in the restaurant, they said no, which we figured was a lie since this place was huge. How could they not have an office with a printer? I couldn't believe the audacity of their staff, they told us it was our fault, we should've know the voucher had to be printed, they told us we could come back to use the voucher for another visit but the voucher expired in 2 days so we wouldn't have had time to come back, plus that was totally besides the point. The way that the situation was handled by the staff was incredibly rude and inconsiderate. I've never had a situation where any other company has rejected a voucher from an iPhone app. Based on the way this situation was handled, i would never go back to this restaurant, i'm very upset at the way we were treated, plus the fact that we ended up paying way more than we anticipated. I also wrote a detailed review of Eversave.com on how poorly they handled this issue as well.

How unfortunate that i must write such a negative review about this company because I have had multiple good experiences with them, but my latest experience was so atrocious that i can't even image how this company continues to stay in business among the Groupon/LivingSocial giants. I purchased a voucher and downloaded the Eversave iPhone app, arrived at the restaurant and was told they will not accept the iPhone app... the voucher must be printed. Why would Eversave make an iPhone app if merchants will not accept it? I was sure that the merchant was at fault and that Eversave would see this and refund my money... however their response was "I am very sorry for your experience redeeming the voucher. But at this time it is up to the merchants discretion if they accept the voucher if it is not a print out of the voucher." This is unbelievable... how was I, the customer, supposed to know this? I had a frustrating back-and-forth with their customers service team, where they graciously ended up crediting me the money i spent on the voucher and an additional $5 for my troubles... wow. Because of them i ended up going to a restaurant i would'v never gone to without a voucher, had to order off the special menu (because thats the only menu the voucher covered) and then was told i had to pay full price. I seriously have never had such an awful customer service experience at a restaurant and then with a voucher company which introduced me to the restaurant. Looking online now i see that Eversave already has terrible reviews so I guess i shouldn't be too surprised. I am posting my entire email chain here so other users can see that this company clearly does not care about its customers.

From Eversave, in response to my initial email:
Thank you for contacting Eversave.com Customer Service and saving with us. I am very sorry about your experience redeeming your Save voucher with China Pearl. It is the merchants discretion of whether or not they accept the voucher without a print out. We do recommend for local merchants that customers do have the print out of the voucher to present to the merchant. This is noted in our FAQ page. I have listed this information below for you to view. As a result of this of this happening when you attempted to redeem your voucher I will issue you $5 dollars of Save rewards for you to use towards another purchase because you are a very good customer with Eversave.

Q - Do I need to print my Save voucher?
A - For local merchants, a Save voucher is like a coupon or cash, so you will need to print the voucher and present the actual hard copy to the merchant in order to redeem your Save. Without the voucher, the merchant has no way of knowing that you purchased the Save. To redeem an online merchant Save, you need to input the voucher code at checkout in the promo or coupon code box to get the credit for your Save.

My response to Eversave:
Based on the Eversave Pledge listed on your website, this is not an an
Acceptable response. Where on your website does it state that the
Eversave iPhone app is not a sufficient way to use my vouchers? I do
Not see any FAQs regarding the iPhone app at all. In fact, the FAQ
Below is not correct when it states that "Without the voucher, the
Merchant has no way of knowing that you purchased the Save." The
Merchant can see my voucher number on my iPhone which means i
Purchased it...

As i mentioned in my previous email, I use iPhone apps for other
Companies like Groupon/LivingSocial/Gilt/restaurant.com, which I'm
Sure you are aware of. I show the merchant my phone, they write down
The voucher number and click 'Redeem'. I have never had an issue. Why
Would you offer an iPhone app if customers cannot use it to redeem
Their vouchers? Where on the iPhone app does it state that, despite
Having downloaded the app, i still need to print the vouchers?

Certainly you understand how this experience has influenced my opinion
Of your company. Why would I use Eversave again? I went to a
Restaurant i learned about on your website, i spent twice as much
Money as i expected to spend, i was told that it was my fault for not
Knowing that i needed to print the voucher and now you are confirming
To me that, somehow, i was supposed to just assume that the iPhone app
Was worthless? Does this make sense to you, from a customer service
Perspective?

All you need to do if credit me for the amount i lost on this
Experience ($20) and i will take this as a lesson learned (i
Guess?!?), remove the iPhone app from my phone and continue to use
Eversave by printing the vouchers.

If you choose to credit my account for the $5 I spent and assume this
Will make up for this absurd experience, I assure you I will never use
Your service again. I will post negative reviews about this
Experience, report it to the Better Business Bureau and continue to
Remain disappointed at the fact that this is an acceptable way of
Doing business for your company.