This Chase Eating expertise went all fallacious. See how we helped

Charles Lin wished to rejoice his latest engagement by taking his bride-to-be to a singular, upscale restaurant in Los Angeles. As a Chase Sapphire Reserve cardholder, he turned to the Chase Eating program for alternatives. On its devoted website, he was capable of browse eating places and availability to choose the proper place for this celebration. The truth that he may redeem Final Reward factors to maintain the fee cheap was a unbelievable added perk.

However one thing went fallacious that ended up costing Lin as an alternative of saving him cash.

After cashing in a pile of Final Rewards Factors for the reservation, Lin obtained a $400 credit score towards his dinner at Sushi Zo. However on the finish of the meal, the restaurant rejected the credit score — and Lin obtained blindsided with a $750 invoice.

Now he is asking TPG if we are able to unravel this eating debacle.

Incomes and redeeming factors via Chase Eating

To grasp what went fallacious for Lin, it is vital to know the way the Chase Eating program is meant to work. For these unfamiliar, here is a fast tutorial.

  • Chase Eating powered by Tock is a reservation system the place eligible cardholders can e-book eating places, particular occasions and even order take-out or supply. Cardholders can log into their bank card account to entry the Chase Eating portal.
  • Chase Sapphire Reserve cardholders can earn 10 factors per greenback they spend on the Chase Eating website. Word: A reservation should be pay as you go by way of the location to qualify to earn these bonus factors.
  • Chase Sapphire Reserve cardholders can redeem Chase Final Rewards factors at a price of 1.5 cents apiece towards reservations made inside the Chase Eating website.

That final characteristic of this program is the place issues went fallacious for Lin.

Reserving a particular dinner for 2 via Chase Eating


Again in June, Lin determined to offer the Chase Eating program a attempt.

“We hadn’t traveled a lot through the pandemic, so I had a variety of factors,” Lin defined. “I had by no means used Chase Eating earlier than, so I made a decision to e-book dinner for 2 at Sushi Zo in downtown Los Angeles.”

Lin says he was nicely conscious that the dinner can be expensive, however he by no means imagined simply how costly it might find yourself being.

Join our each day e-newsletter

“I cashed in 26,816 Chase Final Rewards factors and obtained a credit score for $400 towards our dinner,” Lin stated.

Shortly after finishing the transaction, he obtained an electronic mail from Tock confirming the July 1 reservation. There was additionally a message from the restaurant and a notation that the $400 deposit can be deducted from the ultimate invoice.

Caption: “Your deposit secures your reserving and shall be utilized to your last invoice.”

“That was simple!” Lin thought.

The following day, the couple headed to Sushi Zo. It wasn’t till the very finish of the evening that Lin found nothing else about this Chase Eating expertise can be simple.

‘We canceled your reservation’

Lin says that he and his fiancé had an exquisite meal at Sushi Zo.

Throughout their dinner, Lin realized that the $400 deposit wouldn’t cowl your complete tab. However that was OK by him. In spite of everything, this was a really special day, and — because of his Chase Sapphire Reserve — factors would a minimum of cowl $400 of the invoice.

However what the server quietly defined to him when she introduced that big tab was a shock.

“On the finish of the dinner, the waitress introduced us our invoice,” he stated. “She knowledgeable me that she had canceled our Chase Eating reservation and that we needed to pay the overall invoice in money – over $700. I used to be shocked. However, this was a pleasant, formal meal, and I did not need to spoil the night. So, I paid.”

With a 20% tip robotically added to the test, the overall got here to $746.

Whereas he was irritated by this disagreeable finish to their wonderful dinner, Lin was decided to not let the flip of occasions break the remainder of the night.

“I assumed Chase would maintain this for me on Monday,” he advised me.

Sadly, that assumption proved to be misguided.

Who’s accountable?

The next week, Lin contacted Chase and defined his uncommon expertise with its eating program.

By that point, he had obtained a notification that Sushi Zo had refunded his deposit to Chase. His factors had been returned to his account — however that did not seem to be a passable decision, since he had wished to make use of his factors to save cash on the dinner. This all appeared to Lin like a bait and change on the a part of the restaurant.

“The Chase consultant advised me that she additionally was shocked by what had occurred,” Lin defined. “However she really helpful that I contact Tock and ask them to appropriate the issue.”

This started a irritating circle of customer support finger-pointing, with Lin trapped within the center. In a single message from “Tock Hospitality,” a customer support consultant gave him some unusual and unsettling information: The Tock group would defer to Sushi Zo – with no rationalization as to why. Listed here are the contents of that electronic mail.

“Topic: RE: Fw: Your reservation for Sushi Zo – DTLA on Friday, July 1, 2022, 8:30 PM

Hello Charles,

Thanks for reaching out about this. Every enterprise units and enforces their very own insurance policies concerning deposits, together with how they’re refunded. Whereas Tock recommends deposited quantities are utilized to the ultimate invoice, some companies select to refund the quantity again to the unique cost methodology.

Because the know-how supplier, we don’t handle, nor can we take motion on behalf of our companions, so we should defer to the Sushi Zo group with any additional questions concerning their deposit insurance policies.”

Lin subsequent tried pleading with this Tock consultant to have a look at the details, replying:

“That makes completely no sense in any respect.

Please take a look at my reserving affirmation. It says that the deposit WILL be utilized to the ultimate invoice.

Why would anybody e-book via Chase/Tock in the event that they know there is a threat, relying on restaurant coverage, as you declare, that their factors are not any good on the subject of paying for his or her reservation? What’s the level of the Chase/Tock partnership?

Please escalate this to your supervisor.


Charles Lin”

Unswayed by his commonsense method to the issue, each Tock and Chase customer support let Lin know this case was closed.

That is when Lin obtained an concept. He would ask TPG to have a look at his case and see if we may assist.

Asking Chase to take one other look

Once I learn via Lin’s case and the extra paper path he despatched me, I suspected that a few of the customer support “brokers” he had encountered could be chatbots. We all know that many corporations have outsourced a few of their customer support to synthetic intelligence previously a number of years due to the pandemic. In Lin’s case, a few of the responses he obtained have been so nonsensical that I may solely assume A.I. had spun them up.

However the excellent news is that we have now a useful govt contact at Chase who’s most undoubtedly a human and may help resolve TPG readers’ issues. (It is a media contact that we are able to attain out to immediately within the uncommon circumstance that the issuer’s customer support representatives aren’t capable of resolve a declare.)

I relayed Lin’s expertise to our Chase govt contact, who instantly requested his group to analyze. Inside a number of days, they’d a solution — and excellent news — for Lin.

40,000 Chase factors and a proof

The Chase group, along with the Tock group, decided that somebody at Sushi Zo did not fairly perceive the Chase Eating program. Permitted distributors in this system cannot merely resolve to cancel the Chase Eating reservation after friends e-book and luxuriate in their dinner, as seems to have been the case with Lin.

In a cellphone name with me, our Chase contact assured me that “the expertise Charles had at Sushi Zo is an anomaly, and it will not occur to a different Chase buyer.”

For the restaurant to stay within the Chase Eating program, it should conform to observe the established insurance policies. Particularly, if it accepts future bookings via the Chase Eating program, it should honor the phrases of that reservation that are clearly acknowledged on the affirmation. In Lin’s case, the settlement was for $400 to be deducted from his last invoice. In no way can the restaurant arbitrarily “cancel” the Chase Eating reservation after the shopper has accomplished his or her dinner.

As a goodwill gesture for Lin, Chase issued him an extra 40,000 Final Rewards factors. Then, via Chase’s Pay Your self Again characteristic, he was capable of redeem these factors at a price of 1 cent per level as a press release credit score of $400.

This goodwill gesture is on high of the unique refund of the 26,816 Final Rewards factors that Chase returned instantly after this eating fiasco.

Lin is aware of that he may have higher maximized these Chase Final Rewards factors by redeeming them via different Chase switch companions with the next conversion price, as he had executed via the Chase Eating program at 1.5 cents per level. However he was prepared to shut the door utterly on this expertise.

“Hello Michelle!

Chase added the 40,000 factors to my account for me to make use of nonetheless I’d like and supplied to use it as a press release credit score. I stated to go forward and do this.

I perceive that although the 40,000 factors could possibly be additional maximized via factors redemptions, I’ve sufficient factors proper now in my account.

Thanks a lot for all your assistance on this. It wouldn’t have been resolved with out your assist!


We’re blissful to have helped, and we want you and your fiancé blissful marriage ceremony planning, Charles!

Backside line

The Chase Eating program might be a good way to earn and spend Chase Final Rewards factors. Keep in mind, Chase Sapphire Reserve cardholders earn 10 factors per greenback spent on pay as you go eating via this system and may redeem their factors for 1.5 cents apiece towards these reservations via Dec. 31, 2022.

For its half, the Chase Sapphire Most popular Card earns 3 factors per greenback on eating and cardholders can redeem their factors at a price of 1 cent apiece towards Chase Eating reservations.

Our Chase govt assured us a number of occasions that Lin’s case was an anomaly. The corporate, in partnership with Tock, is dedicated to offering its cardholders with distinctive, memorable, and optimistic experiences, he stated. And if one thing goes fallacious, he stated that his group is dedicated to creating it proper.

If you end up caught battling with an airline, lodge, cruise line, automobile rental company, or bank card firm, ship your plight to I will be blissful to analyze your drawback and enable you to, too.

Related Articles

Back to top button