If you remember my earlier post about my trials and tribulations at Jamba Juice, “Affecting Real Change,” you’ll love this recent update.

I thought after my last talk with the District Manager, and then Store Manager at the 13th & 6th Ave location, that things would change. They did for awhile, but then settled back into their old ways. This smoothie was the final straw —>

Clearly not a full 16 ounces, I wrote JJ another raving fan letter.

Like last time, the Customer Service rep copied the Jamba Juice style guide into an email for me:

Hello Michael,

Thank you for taking the time to share your recent experience with us.  We greatly appreciate the chance to make things right for you and for other customers as well.

On behalf of all of us here at Jamba Juice, I would like to offer you our sincerest apologies for the inconsistent smoothies we have been serving you lately. I know that you contacted us back in April on this same issue and I feel awful that it is continuing. A 12 oz chunky straw should have 9 oz smoothie and 3 oz banana. A 16 oz should have 13 oz smoothie and 3 oz banana. As far as the smoothies go, the smoothie should be about an inch from the top and mounded in the middle to just touch the lid. In order to be successful, we must be consistent.

I will forward your feedback the general manager, district manager  and the regional director for the 6th Ave and 13th St. stores for review and follow up with the teams.  We have to be consistent to be successful and we thank you for your help.

We will address these inconsistencies right away. Please don’t hesitate to contact me directly with any additional comments or concerns.

Have a great day!

Sincerely,

Alexandra Rodriguez

This was promplty followed up by the District Manager:

Hello Mr.Bohn,

My name is Larry Marcus; I am the district manager for the Jamba Juice store on 13th and 6th ave. First let me apologize for the troubles you have had with our product, I truly am sorry you have gone through this especially more than one time. I certainly do not want to make excuses because the bottom line is you need to get what you pay for.

I have spoken to the manager in that store and asked him to please make sure we are watching our team members to make these products correctly. I am going to send you a couple of 16oz free smoothie cards in the mail, please contact me directly if this happens again so I can get on it immediately. You now have my direct email address so contact me at any time.

I truly want to thank you for letting us know so we can fix our issues, I always tell my managers how many customers have had the same problems but do not say anything and just do not come back. So again please any future issues let me know and I will get with the teams to fix the problem.

Marcus Larry

Basically, the same response I got last time. While I love JJ, I’m only willing to give the 13th street store a few more chances once my free smoothie cards arrive. If things start to falter again, I’ll might take the advice of Webcoder, and hit up the Brand Marketing manager on Linked in and send her a quick note.

As always, affecting real change,

-Digitalbohn