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:07/25/2024

  Type:Product 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.

  The general manager, ****, at the ****** location was extremely rude when I pointed out a flaw on the pricing structure. It costs $4 to put an extra topping on an XL pizza. I wanted a topping on half; it costs the same even though I'm getting half the item amount. So I called and said hey can you just put double mushroom on half the pizza and it'll be equivalent. He stated he'd have to charge me another $4! I said I'm getting ripped off paying the full amount for half the product. He kept repeating that he has to charge me when I was explaining the flaw on the pricing structure. He then hung up on me.

  Customer Answer

  Date: 07/25/2024

  The address to b5 Star is: *************************************

  Business Response

  Date: 07/27/2024

         To whom It may ******************** you for giving us the opportunity to look at this situation in a customer's point of view!

  I have personally looked into this specific situation, and I'm trying to come up with a solution.

  I feel giving any issue a couple of days to clearly think about and to fairly analyze, almost always has the best results for both the customer and the other party. The first time I heard that there was an issue was Wednesday evening when we received the customers concerns. Since all of our calls incoming and outgoing are recorded, the general manager and I sat down and reviewed the telephone conversation on Thursday evening, the 25th. While trying to give things time to cool off, as stated above, I received an email from the Better Business Bureau @ 6:22 A.M, Friday morning the 26th. I spent time researching on how other pizza restaurants charge for their half and half pizzas. Based off the research I have done, if you were to order a half and half with other pizza restaurant, and one half had a greater monetary value than the other, the greater value half will be what the customer is charged. Unfortunately, since our company has been established, double toppings on one half has always been charged this way. Now, the customer has brought up a great point to us comparing the price of a 2-topping half to a full topping on a whole pizza. This concern will be looked into and handled. Double toppings are charged for differently at almost every other franchise. Also, Ordering online has advantages and disadvantages, I will always recommend calling a business when having an issue with ordering online. I wish I personally had the opportunity to take this order.  We will almost always honor a request made from any customer verbally. Ordering online doesn't offer that personal experience with making a specific request. This was an online order that was already in the process and submitted. We know our online is not easy to operate, which is why we have hired a team who is working on improving and making our online system better. I wish I could change the terrible experience and the breakdown in communication that was presented. Thats not how we operate and for that I apologize. Also, I felt I needed to explain the timeline above, and the thought process and challenges that goes into training younger staff. Really trying to make a difference in their lives, while trying to make our customers have the best experience possible. As well as the best pizza that we can make for them. We are not perfect by any means, But I would like to try to make a wrong, into a right! My name is *****, I'm available at the store Thursday through Monday feel free to call and ask for me personally ************

   

  Business Response

  Date: 07/27/2024

  To whom It may ***************** you for giving us the opportunity to look at this situation in a customer's point of view!
  I have personally looked into this specific situation, and I'm trying to come up with a solution.
  I feel giving any issue a couple of days to clearly think about and to fairly analyze, almost always has the best results for both the customer and the other party. The first time I heard that there was an issue was Wednesday evening when we received the customers concerns. Since all of our calls incoming and outgoing are recorded, the general manager and I sat down and reviewed the telephone conversation on Thursday evening, the 25th. While trying to give things time to cool off, as stated above, I received an email from the Better Business Bureau @ 6:22 A.M, Friday morning the 26th. I spent time researching on how other pizza restaurants charge for their half and half pizzas. Based off the research I have done, if you were to order a half and half with other pizza restaurant, and one half had a greater monetary value than the other, the greater value half will be what the customer is charged. Unfortunately, since our company has been established, double toppings on one half has always been charged this way. Now, the customer has brought up a great point to us comparing the price of a 2-topping half to a full topping on a whole pizza. This concern will be looked into and handled. Double toppings are charged for differently at almost every other franchise. Also, Ordering online has advantages and disadvantages, I will always recommend calling a business when having an issue with ordering online. I wish I personally had the opportunity to take this order.  We will almost always honor a request made from any customer verbally. Ordering online doesn't offer that personal experience with making a specific request. This was an online order that was already in the process and submitted. We know our online is not easy to operate, which is why we have hired a team who is working on improving and making our online system better. I wish I could change the terrible experience and the breakdown in communication that was presented. Thats not how we operate and for that I apologize. Also, I felt I needed to explain the timeline above, and the thought process and challenges that goes into training younger staff. Really trying to make a difference in their lives, while trying to make our customers have the best experience possible. As well as the best pizza that we can make for them. We are not perfect by any means, But I would like to try to make a wrong, into a right! My name is *****, I'm available at the store Thursday through Monday feel free to call and ask for me personally ************
  
  

• Initial Complaint

  Date:06/08/2023

  Type:Sales and Advertising 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.

  Five Star Pizza in Ormond Beach, Florida, lists prices on their website that are lower than the prices they charge, which is false advertising. If you do not mention the cost you see on the website and get corrected, they will charge you more than you think you are paying.
  When I called to order food and said I wanted the special listed for 20.99 on the website and was ready to order, the person on the phone told me that I did not have the correct price, it was 24.99.
  When I pointed out that I in fact was staring right at their own website menu ordering, the person on the phone brushed off the issue claiming "I guess they didn't update it", and then sarcastically tells me how many years he's worked there and he's never known the prices that low, as if that changes the fact that the prices the consumer is seeing in black and white on their website is in fact false and misleading, and that they will dishonestly overcharge the customer.
  Also, according to his sarcastic logic they haven't updated their site in years despite charging more for their products? That's also great info. Unless you are an aware consumer verify the price you are paying for EACH item or special, this company has no qualm or care that they will overcharge you despite what the menu says. It's bad enough they all tack on delivery charges that "aren't tips" now just to make more money, but they make more from unsuspecting people now too that think they are getting a deal.
  This is misleading, dishonest, and should be illegal if it already isn't.

  Business Response

  Date: 06/27/2023

  From Five Star Pizza, Ormond Beach managerial staff:
  
  We are very sorry that the customer had a bad experience on this day.   He had seen a price online for our Family Feast special which said $21.99, but our new changed price in house was $24.99.   This is because our system had not properly updated, and we take full responsibility for the lack of communication on that front.  
  
  We work hard to serve our customers every day, and this is a rare mishap for us indeed.   We did, however, do our best to reach out to the customer after he had hung up the phone, upset that he couldn't get the price which he read online.  We tried multiple times that night and once more in the morning of the next day.   Our phone was not answered so we were left with no safe option to make it right by him.  

  Our goal was to offer the customer a free meal of up to a $30 value, in order to compensate for our mistake, and that offer is still standing until such time as the customer chooses to claim the meal.   He can call our store at any time, and we will make good on this promise.   
  
  We feel that this is an adequate compensation.  It is commensurate with the discomfort which the customer experienced.   We will continue to strive to provide the best quality service in our area.   

• Initial Complaint

  Date:12/29/2022

  Type:Customer Service 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.

  On December 28, 2022, I ordered 3 pizzas from Five Star Pizza, however, when I picked up the pizzas, I was only given 2 pizzas. When I got home and realized that I was short a pizza, I called them and was told that they could deliver it to me for a $3.50 fee. Unbelievably, they told me that it was my fault for not taking inventory of my order before leaving and that it was not their fault. I tried to explain to them that the customer should not have to take inventory of their pickup order to make sure it is right. This was actually the second consecutive time that they had forgotten an item in my order. To avoid the delivery fee, I went and picked up the missing pizza. Upon arrival, I was confronted by a man named *************************** that claimed to be the owner. ***** berated me for not picking up the correct number of pizzas and refused to give me the missing pizza for several minutes. He called me a stupid idiot for not counting my pizzas before I left and that it's not his fault. He said its the customers responsibility to make sure their order is right before leaving. He eventually gave me the missing pizzas and I was allowed to leave. I am requesting a full refund from 5 Star Pizza an apology from *************************** and their corporate office for their treatment of me.

  Business Response

  Date: 01/04/2023

  We would like to take this opportunity to offer a full refund of the order to ***********. We also would like to apologize that the confrontation took place. It is our protocol to assume the customer is right until proven otherwise. It is the responsibility of the employees to check the integrity of the order. We sincerely wish *********** well want him to feel good about the resolution to the problem at hand. The refund will
  be issued to the card used to pay for the order.