Complaints

• Initial Complaint

  05/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The business made my food incorrectly and when calling and speaking with the owner (or whomever that said they were the owner) I was offered two solutions that neither of which included a refund on the item that was made incorrectly. ***** offered to remake and deliver the food correctly but that would be later than the other members of my family eat their meals or I could have pizza sauce delivered (which was a sarcastic solution) because that’s what my now cold pizza sub was missing. The more calmly i tried to speak regarding my experience and why the solutions offered weren’t acceptable, the more aggressive and rude ***** became with me. She continued to treat me…the customer that orders their food loyally every Thursday in such a way that made it clear that customers are not appreciated. I paid for an item that I did not receive. I explained that out of the hundreds of previous weekly orders, there were multiple times they forgot entire items that were paid for and I never called and complained but it’s been repetitive lately and I consider it business theft if a business takes money for a product they don’t deliver. I’d like a complaint issued due to the business continually delivering me inaccurate and/or missing food that’s been prepaid. Small Business owners are not exempt from providing customers what they paid for.

  Business response

  05/24/2022

  [BBB transcription via business email]

  *** ******,

   

  I am writing to respond to the complaint filed against us (Complaint ID# ********). Ms. ****** called into the store to make a complaint that her sub was made incorrectly. Upon initial contact, it was quite obvious that Ms. ****** was very upset. I started by following our normal procedure for complaint calls by looking up the order and determining what the issue was.  I determined the sub was missing pizza sauce based on the ticket and Ms. ******'s explanation. As per our policy, I immediately offered to have the sub remade and brought straight out to her which would have taken 20 minutes or less. This solution did not satisfy Ms. ****** because she was concerned about wanting to eat with her family. After listening to the customer regarding her concerns with that solution I offered to have someone run her some warm pizza sauce to add to her sub since her main concern seemed to be eating with her family. This solution would have taken less than 5 minutes. Upon offering to have pizza sauce brought to her Ms. ****** responded as though I had done something to offend her with that solution. She claims that I made that offer sarcastically which is entirely untrue. The delivery driver that delivered her food had not even returned to the store yet so I was thinking that we could quickly get the sauce to her, and the problem would be solved before her sandwich was cold. After being berated by Ms. ****** for the offer and told by her that there should be financial compensation, I offered Ms. ****** a full credit for the item even though that is against our policy (we usually never issue more than 25% to 50% for the item when the customer chooses to keep the item). I decided on the full credit because I knew anything less would result in more displeasure from Ms. ****** and in my opinion, it is always better to make the customer happy. Once I explained to her the credit and how to use that credit, Ms. ****** asked me for my name in case she had issues using the credit in the future. That is how Ms. ****** learned my name. After discussing the credit Ms. ****** continued on with her insults towards myself, the other employees, and the business. I listened to all she had to say, and I realized I was getting nowhere with Ms. ****** and decided to end the conversation. My understanding was that she was going to call back the next day to speak with either **** or ****** which did not occur. One employee was standing within 2 feet of me during the entirety of the phone call with Ms. ******. He is willing to submit a statement about the situation as well and testify to the fact that I did all I could within my power to satisfy Ms. ******. He can also testify to the fact that I was not aggressive or angry toward Ms. ****** during the phone call.  Ms. ****** does have a full credit with us for the sub. Her complaint states that she would like her money refunded which is a solution we have no issue with. We would be happy to return the money for the sub to her card if provided the appropriate information to do so.  Ms. ****** complains that we commit theft by not delivering items to customers that have been paid for.  Although there are times when an item is forgotten, as soon as we are made aware of the situation it is rectified whether that be a refund or a second delivery.  We would never intentionally short a customer on their order.  We have been in good standing within the community in which we operate for over 11 years and that is something we take great pride in.

   

  Thank you,

  ***** ******

  
  

*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. ↩