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Business Profile

Computer Hardware

Culinary Software

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/11/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
    An unauthorized charge to personal account through a previous employers account. Zero customer service or reconciliation addressed by the company after multiple requests.

    Business Response

    Date: 11/14/2023

    As soon as this situation was brought to my attention a refund was immediately issued - on November 9th, just prior to the complaint.   Since then I have been out of the office on personal business and had not been able to advise the customer that the refund had been given. I totally understand the customers frustration and apologize that the matter was not resolved in a timely manner.

    Business Response

    Date: 11/15/2023

    I can assure the customer that we processed the refund on 11.9.2023 and I've attached a record of the refund transaction for $2,175.00 from our card processor. The processor has advised us that it normally takes 5 to 10 days for the refund to appear in the customers bank account. We have no control over that refund time frame. If the customer doesn't see the refund within that period I would be happy to pursue the issue with our processor.

    Customer Answer

    Date: 11/24/2023

    The refund was processed.

     

    Please remove my complaint.

     

    I'm very thankful to have the money back.  The holiday season is saved!

  • Initial Complaint

    Date:04/08/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    After multiple requests I am still receiving billing e-mails which include both username and password to the account.

  • Initial Complaint

    Date:09/02/2022

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    Spoke with *********************, who promised ******* would run our culinary software needs. He lied. About everything. On Prem ********************** never worked. The system is oriented towards one profit center. After taking our $6000 investment, we were left with a ********************** system that was never setup correctly. They never inquired about what our ********************** needs were. ********** pushed like a used car salesman, just to get a sale. He lied about licensing. He lied about features. Every time we came across a programming problem, it was always an additional $3000 to purchase add on modules, that were never discussed. After ONE YEAR of frustration, Our company was pushed away by Culinary software services. They offered zero support. Zero compensation, and have avoided all phone calls since. They have gone completely silent and refuse to take any calls, emails or engage in any useful conversation

    Business Response

    Date: 09/07/2022

    Im sorry that this customer feels that our product or service does not meet his needs. I would however dispute the facts that he puts forward in pursuing a refund. He has now owned the software for over a year.  His claims that the software did not function for his company and that our team refused to communicate regarding their needs are unfounded. CSS logs all customer contacts, technical support tickets,training sessions, and ******* customer usage.  We therefore have a detailed account of events. 

    The details below are pertinent to our rebuttal of his claims:

    The customer originally purchased a ****** Ultra system that includes 10 profit centers. Five hours of one-on-one trainings were also purchased for his team. The setup of the software on their server was completed on 8/17/2021 and the customer was shown how to access the system.CSS Customer Usage Logs show that this was successful, and the customer was able to access their system with first login on 8/17/2021 and continued usage through 8/30/2022.

    Our company offers a variety of custom software solutions for food service operations and conducts detailed customer discovery and demonstrations to ensure that customer needs are adequately met with the software purchased. Our logs include notes from the discovery sessions as well as from the demonstration that was completed on 7/1/2021.This demonstration was completed outside of our normal business hours to accommodate the customers schedule.

    Multiple attempts to schedule training sessions were made by our staff, however the customer rescheduled training more than 5 times from 8/26/2021 through 12/17/2021 making it difficult to assist in a thorough implementation of their software system. 

    When it became apparent that the customer required more profit centers than was included with the initial purchase a quote was provided for the additional ones. However, after discussion with the customer the profit centers were provided free of charge (value $2,800).

    Our attempts to maintain contact with the customer focused on scheduling training and completing the implementation of his system, however we experienced multiple periods of time with no contact at all from the customer (10/29/21-12/17/21; 12/17/21-3/24/22; 4/20/22-6/2/22) making it difficult to complete the necessary training and implementation tasks. Consistent and timely trainings are critical in the introduction of any new software system.

    When concerns were raised by the customer about the subscription renewal on 7/8/2022, our team conducted a customer business review to ensure that all resources were being provided to the customer to ensure their success.This included multiple meetings with Infosys staff and our team at CSS to provide options for their success.During this review process, we extended the subscription renewal date by 30 days providing the customer with a free month of access to their software.
    Our company has been in business for over 30 years and has thousands of customers worldwide.  We would not be able to maintain customers such as ******************* (global) and Apple Inc.if our software did not provide the functionality, benefits and return on investment that our customers expect.

    Again, I regret that the customer is not satisfied with our product.  However, they have had the software for over a year and the fact that it has not been implemented in that time has not been as a result of our product or service.  Our company provides training in the use of the software and advises on the setup during those trainings.  We are not, however, responsible for the operational implementation in their company.


    Customer Answer

    Date: 09/12/2022

     
    Complaint: 17802407

    I am rejecting this response because:

     

    Their salesman, ********************* was very deceptive in his claims of what this software could do.

    We were never able to utilize this software, nor was it ever setup correctly by Culinary Software.

    Overall, their business practices are deceptive. I am very dissatisfied, and they continue to ask for additional monies for a software that NEVER worked.

     

    I demand full restitution.

    Sincerely,

    *******************

Culinary Software is NOT a BBB Accredited Business.

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