Restaurant discount cards

On June 30, I featured an article on restaurant discount cards. Subsequently I received two messages. The first was an e-mail from Rhino Power Ltd on July 4:

Rhino Power Ltd has now refunded Anthony Camilleri. We did so over a month ago. Therefore I do not understand why you printed this letter even though we have refunded his money.

I would think that before such a review is printed you would have the decency to contact Mr Camilleri to see whether the situation had been solved. This last letter has given bad publicity to my company, even though the problem is now solved.

Therefore I demand an apology from you explaining that the situation has now been rectified.

Also I would like you to explain what you mean by the last paragraph in your article: "In this spirit, apart from warning you, I ask you to let me know if you have been approached by someone selling such cards. We must work together in our interest".

Exactly what is your "interest"? Is it just to give my company a bad name? Also what are you warning your consumers about?

You may contact me on the following number ... (Reuben Vella)

I got the second message on July 5 when I picked up my mail. Sure enough, there was a letter from the complainant:

I refer to my letter dated February 21. I am pleased to inform you that last week I received a call from Rhino Power Ltd. and that they offered to refund the cost of the card. When I returned their call the receptionist was rather unpleasant saying that none of the other customers had made such a fuss about Lm5. "All the fuss" she was referring to was the regular receipt of your letters requesting their side of the story and ended up asking me never to buy any of their cards again.

I called at their office, and was greeted by the manager. He started telling me about the company and the number of cards they had sold. The receptionist interrupted to tell him that she had already asked me not to buy any of their products again. However, the manager stopped her and told me that he doesn't like having grievances with his customers and that, should I ever need anything from his company I should ask for him or his colleagues. He apologised several times for what happened (even though on the phone he had described my attitude as babyish!).

In any case, I was pleased to see that when confronted face to face the manager saw the light of day and was extremely customer-oriented and helpful. I received the refund and I am satisfied with the outcome. I have no doubt that your intervention was instrumental in changing the stand that the price of the card was not refundable.

Thank you for your intervention. (Antoine Camilleri)

The article featured on June 30 was about the sale of a discount card. Mr Camilleri wrote that, in December 2000, one of Rhino Power Ltd's representatives called at his home soliciting the sale of a discount card applicable to restaurant meals at O'Connors Irish Pub and Restaurant in St Julian's. The card cost Lm5 and was valid till November 30, 2001. The promised benefits included:

50% discount on all food for one visit up to four persons;

30% discount on all food for two visits up to four persons;

Discounts on local beer;

Eligibility for immediate entrance;

Several other discounts.

However, when Mr Camilleri called the restaurant to make a reservation, he was informed that the restaurant was temporarily closed. A couple of months later he tried again and was informed that the restaurant was still temporarily closed. Towards the end of November he phoned again and this time he was told that the restaurant was closed.

Basically he did not enjoy a single benefit or discount. Therefore Mr Camilleri requested a full refund, to no avail. His argument was, quite rightly I must add, that if Rhino Power had been acting in good faith when the restaurant closed down, they should have contacted him to offer a replacement or a refund.

Moreover, to add insult to injury, last February Mr Camilleri was offered a similar card which was also being promoted by Rhino Power Ltd. At that point he wrote to me. Subsequently, after having asked both Rhino Power and O'Connors for their side of the case, in the absence of any response from either party I featured the case.

Explanation

First of all, regarding my comment, which Mr Vella quotes, I believe I was clear enough; however he would like me to explain what I mean.

Basically I am warning consumers to be careful if they are approached by anybody selling such discount cards because, as this case has highlighted, there is a risk that such cards could be worthless.

I will also answer Mr Vella's subsequent three questions:

Exactly what is your "interest"?

My interest is to make consumers aware of such worthless cards. In this case, Mr Camilleri paid Lm5 in December 2000 and although the card proved to be worthless he did not get his refund until 2002 (possibly June) after having gone through a great deal of hassle.

Indeed it is ironic to note the way Mr Vella took me to task and suggested a lack of decency on my part because I did not contact Mr Camilleri to see whether the situation had been solved. With due respect I would ask Mr Vella to practise what he preached in that he should have had the basic decency to give Mr Camilleri a full refund in the first place without having to refer the case to me. Indeed, as Mr Camilleri wrote, "I have no doubt that your intervention was instrumental in changing the stand that the price of the card was not refundable".

Is it just to give my company a bad name?

No, my interest is not just to give companies a bad name but rather to search for the truth and to share it with consumers.

Also what are you warning your consumers about?

Yet again, I am warning consumers to be wary of such cards which can sometimes be worthless.

Conclusion

At this stage, in response to Mr Vella's demand for an apology, I do not believe I owe him one. He was given more than a fair opportunity to send me his side of this case for inclusion in this column. To be fair, the case regarding the specific transaction wherein Rhino Power charged Mr Camilleri Lm5 for a worthless card has been partially rectified, in that Mr Camilleri was given a full refund.

However, the issue as to why Rhino Power sold a discount card applicable to an establishment which was closed still requires an explanation. In any case Mr Vella is still welcome to send us a reply with clear explanations, and possibly an apology, to be featured in this column.