APPALLING CUSTOMER CARE SERVICE

My wife and I have a loyalty app and subscriptions.

Mugg and Bean send both my wife and me an sms on 23 Aug '25 "Hi Coffee *****, it's Bean a while! You have Bean gifted with R99 for a coffee subscription to show how much we have missed you. Visit the Mugg & Bean Loyalty App to redeem ........ within 7 days"

My Mugg & Bean Loyalty App on my phone had no problems and the R99 gift loaded easily. However, my wife's Mugg & Bean Loyalty Appwas NOT gifted and in the effort to look for her gift SHE LOST the Loyal Points she had disappeared and is now Zero!

I phoned head office of Mugg & Bean on 28 Aug '25 and a friendly lady assisted me stating that to date they have received numerous call with the EXACT problem and we please must send a mail to *** regarding the matter to please rectify and to add the loyalty points to the profile. Mugg & Bean responded immediatly and acknowledge my issue by including it in their respose with Reference: Mugg & Bean Customer Care Case CAS-***-N2YOR5 has been logged CRM:***.and invited me to interact with them to their e-mail without editing the subject line. Which I did!

On 29th August I rep**** on their message asking how long Mugg & Bean will take to rectify the issue. TO DATE AND TIME I HAVE NOT RECEIVED ANY RESPONSE!

We were very happy Mugg & Bean Customer BUT but this Gift gesture of them NOW have the opposite effect with what they were trying to achieve!