Complaints

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order for delivery. After the man processed the payment, he then told me an hour to an hour and a half wait. I said that was unacceptable and to cancel my order. I find it deceptive business practice to process my card before telling me or even asking me if that long of a wait is acceptable. He argued with me and stated he did not have to give his name. I asked for a manager and he refused.

  Business response

  10/12/2024

  I spoke to the customer upon receiving the letter from the BBB. I explained that I am usually on site every day, but on this day, I happen to need time off for a family event that kept me away until late that evening. She was refunded the money for her order. Take out orders are usually paid in person.  however, delivery orders are either paid at time of delivery or over the phone when the order is placed. Delivery orders that are being paid by credit or with debit cards are entered manually on our POS system that processes payments as a pending transaction when the full card information is given by the customer over the phone (which it was).  Depending on the number of deliveries, taking traffic and construction issues into consideration is how we determine the time it will take for a delivery to arrive.  If a customer changes their mind about the order, we can cancel the payment at that time in which it was done immediately. We discussed her concerns, and apologized for any inconvenience and I believe our phone call ended well with understanding of our process of delivery. I also assured the customer that I will take steps in helping our employees handle situations that occur in a more appropriate fashion.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩