Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We kept following up with the management and customers services for these issues via online feedback (12/17/2024, 1/8/2025), yelp (re-posted on 1/1/2025 since no any response from Pieology, 1/27/2025, 2/1/2025, 3/16/2025) and emails (1/9/2025, 1/12/2025) and in person (on 12/17/24, 1/17/25, in Feb., 2025,3/16/2025, etc.), no any responses at all, or, the manager ******* completely ignored us when we met him in the stores. There are mulitple issues/concerns about ******* at this store: 1) On 12/17/2024, not only we were wrongly treated by the cashier ******* (he is also a manager), and he didn't give us 2 bonus gift cards for our $25*2 = $50 gift card, which were the active promotion at that time; 2) On 1/17/2025, my online order was wrong, and ******* was present in the store. He completely ignored us when we tried to discuss our concerns with him. Since it has been a couple of months, we have not received any responses, I am seeking BBB's help. for your reference, please see my post at yelp:(please look for post named '****** *.' at location: ************************************************)

  Business Response

  Date: 04/20/2025

  ?Hi there,
  
  
  Thank you for sharing your feedback.
  
  
  We really appreciate you helping us to learn more about your specific experience. We actually spoke on the phone the day you submitted this to the ***. Unfortunately you were not satisfied with any action from myself and then from my ******* Director. We compensated you for any items that qualified. 

  Firstly, I would like to apologize on behalf of the ************* Location. We are committed to improving ourselves every day, and rely upon honest guest feedback in order to do so.
  In the effort to share our internal protocol process with you based upon your feedback, we have already initiated the following steps to ensure this does not occur again:
  We have reviewed with our District Manager and location General Manager as well as the ******* Director. 

  We will incorporate your complaint into future training 

  Again, we are sorry and will focus on this issue in order to ensure we make this better for others 
  

  Customer Answer

  Date: 04/20/2025

  Hi BBB and Pieology Team,

  I truly appreciate the prompt phone call I received from ***** regarding my recent online order, which was missing the buffalo chicken. I also want to thank you for issuing a $14.32 credit.

  At the beginning of the call, ***** initially did not believe that a refund was appropriate, even though my $14.32 order was missing the buffalo chicken, which the ************* store typically includes by adding buffalo sauce to the chicken. Additionally, I never received the two $5 bonus gift cards that were supposed to come with my $50 gift card purchase ($25 2).

  While ***** maintained a respectful and professional attitude throughout the conversation, which I sincerely appreciated, I was disappointed by the tone and comments from the regional director who joined the call. Although the $14.32 credit was finally issued, she stated that Pieology does not owe me anything further. This response came across as dismissive and lacking empathy for the time and effort I put into bringing this issue to the leaderships attention.

  For me, this is not just about $14.32 or $10, its about whether the company truly values its customers and is committed to service quality. I followed up not because of the dollar amount, but because I had hoped to see genuine acknowledgment and accountability from leadership.

  Regrettably, the regional directors response has left me uncertain about whether customer satisfaction and quality improvement are true priorities. Nevertheless, I hope this message is received in the spirit of constructive feedbackas an opportunity to reflect and make meaningful improvements to the overall customer experience.

  Thank you for your time and consideration.
  

  Sincerely,

  Hong