Complaints

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Sunday April 21st I placed an order for delivery. I was paying with my card. As I was paying there was an issue with the machine and she asked me to hold. While on hold I checked my chase bank app and I saw the charge for ***** the total minus the 5$ tip because she hadn't added that yet. She gets back on the phone and says I need to give her my info again. I tried to explain to her that it went through but she kept arguing with me but she finally said if it shows 2 charges Monday she'll refund it. So I checked and yes there's 2 charges one for ***** and one right after for 38 43. The difference being the tip and one cleared on Sunday the other cleared the following day but I never ever made two separate purchases. So I called the store and the same woman answered. I explained it all to her again to remind her and she said let me check my machine and last four of your card numbers. I told her she said no we never charged you twice. I said ma'am I'm looking at both charges and my bank confirms there's two charges from you. She said I was a liar and she didn't care. That I needed to contact her credit card machine company if I want my money back. That blew my mind and I told her no that's not how this is supposed to work and I reminded her if what she had said. She screamed at me that she didn't care so I told her ok I'll just notify the BBB because I'm pretty sure they will care that this is how you're running your establishment and treating customers along with charging people extra money then using at the customer about how much you don't care and calling customers liars. The total of the amount of money they took from my account was *****. I'm uploading a picture showing of my bank transactions showing the back to back charge on that date and the amounts along with my call history so you can see I sorrento over 8mins on the phone with them Sunday and only called once that day. We order from there often so I trusted them and now I'm upset and frustrated.

  Customer response

  05/04/2024

  I have not heard from the business in response to my complaint.

*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. ↩