I have been a Kauai customer for 5 years. Always gotten my free smoothie with the loyalty card. On the 13th Sept 2013 I was suddenly asked to pay for my "free" smoothie. I asked the cashier why I needed to pay because I have never needed to pay before to which she responded it was new policy. I spoke to the manager of the Victory Park branch and she said she was sorry but it's new company policy, she's just the manager.
I voiced my complaint on FB and twitter. First Kauai asked for an email and then after that they asked for my contact number. Their first response was denial. They said the policy has always been this way. I searched their complaints and found other people complaining about the same thing. In my email I stated that if so many people are complaining there must be something wrong. Kauai replied "Thank you for taking the to give us your feedback. We are disappointed that you feel this way and it is concerning. Please can I have your contact number so our CEO Hendrik Coetsee can contact you directly. "
This is such a callous response. I have not heard from the CEO. Can't believe the complaint/customer service department is so useless. Do not purchase from Kauai.
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