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My wife, Robin , received an e-mail form you telling her she had a gift for her birthday that she could pick up at one of your stores. We drove on Friday, Aug.

13 from Verona to Syracuse, in all honesty, not just for that but partly because of that to your store in Carousel Mall. When we got there and showed the 2 employees the email and were told she needed to show her "card" . We didn't have a "card" so they tried her phone- a cell she had had for at least 15 years. Then they tried our old land line that we have not had for 3-4 years.

Neither worked. We were then told she could not get the gift. The fact that she had the e-mail did not matter. The female said maybe she had not bought enough to qualify for the gift.

My annoyance is then why did you send her an e-mail in the first place? Shouldn't whatever system you have know whether she qualified or not? Plus, we used to go there often but since Covid-19 we have not, so our purchases are down. It was very disappointing to go there and be turned away.

Your employees did not care in the least or even say they were sorry- just that without her card she there was nothing they could do. What do you think the chances are of us going there again or not telling everyone we know about what happened if someone mentions something to remind us? I will wait a few days before going on line on Facebook, etc. and doing a "Hey, guess what happened to us at Gertrude Hawk" posting.

Not a threat and you can keep whatever candy she should have gotten.

Your employees were not nice to us. l but they did not type n't go to the Syracuse storeDo had to be hers.

Location: Rome, New York

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