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:09/26/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  I ordered pizza from this establishment (*********** ** *****) on 9/25/23 at 6:15p and my directions were to ring my bell and deliver to me personally. Instead the driver called for me to come out of my house to get my order. Since I had to get dressed and walk outside of my apartment building to receive my order, I recorded the conversation of the interaction. I asked why he couldnt ring my bell because a delivery clearly means that its door to door service unless specified otherwise and there is nothing specified within these limits. His response was because hes not coming to the door. I called to speak with a manager regarding the discrepancy, the manager was not in at the time so the guy that answered the phone asked how could he assist me and I asked for his name and he refused to give it to me. I then said well then I need to speak with a supervisor if you cannot assist me effectively. He put me on hold for upwards of 5 mins and I just hung up at this point. This was one of the most appalling interactions Ive ever had ordering food to my home. I will NEVER order from this establishment again. This is SUCH POOR CUSTOMER SERVICE and someone needs to contact me to rectify this at the very least. This was not ok on any level to have had to be subjected to this type of interaction and response from a company that I have paid money to. I would like a refund for this business appalling behavior when they were clearly in the wrong.

  Business Response

  Date: 10/06/2023

  Hi, 

  I'm sorry for rude behaviour but our policy is not to go inside apartment buildings , that's what driver was saying to customer. But we refunded the customer already. 
  

  Customer Answer

  Date: 10/11/2023

  
  Complaint: 20654966
  
  I am rejecting this response because:

  This business has lied. They have not given me a refund nor an apology for the appalling behavior by your delivery driver. Furthermore, there is NOTHING on their  website that stipulates contactless delivery for the restaurant. In fact, it allows you to input delivery instructions for your delivery. The driver told me that they would only come inside if I was handicapped and since I am not, I needed to come outside to receive me food. When I called the establishment to complain, I was hung up on. My wife called shortly after and the guy that answered the phone would not give his name and then placed her on hold and never came back.  My apartment building has surveillance cameras that recorded the entire interaction as well as the excuse he gave as to why he was not coming inside of the building. It shows him getting out of his car to walk up to the door of my building, in which I will be contacting their corporate offices regarding this incident. I do not want this review taken down or marked as satisfied because this business has not satisfied anything. I will not upload a photo of my bank account statement to show that there was no refund given due to privacy issues but I am glad to provide this if needed. 
  
  
  Regards,
  
  *************************