Complaints

This profile includes complaints for Slice's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Slice

  349 5th Ave Fl 6 New York, NY 10016-5149

  
• 

  Slice

  902 Broadway Fl 19 New York, NY 10010-6021

  

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:01/17/2023

  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.

  I woke Up this morning and saw that a payment from PayPal was sent to NewPizza Technologies was sent at 5:30am. This payment was not authorized by me.

  Business Response

  Date: 01/17/2023

  Hi there, we are sorry to hear about this issue and we want to take a closer look at this. Please share with us further details regarding any unauthorized transaction at *************************************** and we will further assist regarding this. 

• Initial Complaint

  Date:01/09/2023

  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.

  I have placed numerous orders with Slice who claims to offer rewards points for purchases over $15. However none of the 3 restaurants I ordered from participate in the program, so I don't get any incentive. When I entered a chat I was told it costs the restaurants nothing to participate. Which to me indicates that it's all an arbitrary decision. If it costs nothing for them to participate, then what is Slice losing that makes it ok for them to reward some purchases and not others? Also, there's no way of knowing which restaurants participate until after you place your order. There is allegedly an indicator on each page if they participate, but I think participation is implied and so non-participation is what should be indicated.

  Business Response

  Date: 01/19/2023

  Hi there, thanks for sharing. We are sorry for any miscommunication, the Reward program is directly supported by our restaurant partners and they have the option to participate in it and have the option not to be part of it. The minimum order requirement is actually at $30 which is in place based on shop feedback that we had received. Once your account has reached the stage to be eligible for a ************ you will be prompted through our Slice app to select the shop and proceed with your order. Nevertheless, if this was not your experience and you were not able to use your Reward let us know at *************************************** and we will assist. 
  

  Customer Answer

  Date: 01/27/2023

  I am simply trying to point out that their "rewards" program is flawed, because they are leaving it up to restaurants to decide if a customers purchase will ***** them rewards when it seems that the decision to participate or not participate has no effect on the restaurant itself. 

  The restaurants are rewarded when customers use the app to purchase from them. It helps restaurants to have access to that resource, which is great. 

  BUT, the in app rewards program.... the one where a customer earns points for a free pizza by ordering through slice instead of seamless or grubhub, should be a reward for customers for using the app. The restaurants willingness to be part of the program should have no bearing on whether or not the customer receives a reward for using the app. 
  
  I have spent money on the Slice App. Slice has benefitted from my purchase. They have got their cut, but they are telling me that since the restaurants I ordered from chose not to participate in the rewards program, which I was told doesn't cost them anything, then I get no reward. 
  
  The Slice Rewards program should be a reward for the customer to incentivize them to use the ********************** App over another app. By having the caveat that the restaurant must choose to participate, it is cheating customers out of rewards that they should be entitled to because of the money they spent on the app. 

  Slice Rewards should be rewarding customers for using the app, not for shopping at one restaurant over another. 
  It's an inequitable and misleading policy. 

   

   

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 31, 2022 I used SLICE to order dinner. My food NEVER SHOWED UP and when I contacted SLICE, they cancelled my order WITHOUT my permission, and then LIED and told me they were refunding my $62,. It is now 3 DAYS LATER and I have NO FOOD and NO REFUND!!!I have attache the e-mail THEY sent saying "I WON'T BE CHARGED".Their LIES almost caused a medical emergency! The order contained food for a PREGNANT woman and a DIABETIC.Their LIES and cancelling my order, too late for me to order elsewhere put these 2 people's LIVES in DANGER.At this time I am ONLY asking for my MONEY or MY FOOD NOW! Considering the lives they put in danger, this isn't too much to ask!I spoke to their employee ************ Who REFUSED to let me talk to His supervisor, WOULDN'T refund my money OR help me to find another place to feed the 2 people that NEEDED to eat ASAP!! He perpetrated His companies lies at the risk of LIVES. Again ~ with all of this I don't think refunding MY MONEY is too much to ask. I attached a copy of the UNAUTHORIZED cancellation form.

  Business Response

  Date: 01/17/2023

  Hi there, we are terribly sorry to hear about your experience and any inconvenience caused by it. We had checked from our end regarding your order and we were able to confirm the cancelation due to the order not being delivered. However, the order was canceled along with the transaction for it so at the time of cancelation only a pending charge shows up which does disappear within 3 to 5 days depending on your bank provider. If you are still seeing a charge for this order though, we will be able to take a closer look so please feel free to connect with us with further details at ***************************************. 

  Customer Answer

  Date: 01/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:12/30/2022

  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.

  On Thursday Dec 22nd someone logged into my slice account and used my information to place an order. When I called about this I was told that there had been a data breech with the company and someone would get back to me shortly. I then received an email from a "****" saying that yes there was a data breech but not from slice but another site and I would receive a refund. I have emailed and called about this "other site" that my information was stolen from and they have no information to give me. I just get "your information was breeched from another site and slice had nothing to do with it". Really this makes no sense? How was my information stolen from another site and then used at slice with all my login information? Also who does an investigation that quick, just maybe 2hrs and somehow can determine this wasn't done on there own site? How does slice even know that? They keep saying it was stolen from another site but have no other information available to give me. Just doesn't make any sense at all. I'm sure that the data breech happened at slice and they are not trying to take any responsibility for it since they would be required to fix the problem and help me with identity theft protection..I want to know more information about how they know this was done on another site that they have no responsibility for but then they can't give me any information about this other site when I ask about it. This is just a lie or cover up from slice so they can blame someone else and take no responsibility for this. I've uploaded the email I recieved from slice which is completely unacceptable.

  Business Response

  Date: 01/09/2023

  Hi ****, we are sorry to hear that we did not cover all the details regarding your account incident on our last follow up. Our technical team did conclude that no breach had occurred from our end, based on the information from our end though this issue is usually caused by common shared email and passwords across different websites which can cause an unauthorized login. We recommend visiting ****************** for further information but we are always here to help so you can reach us out at *************************************** for further assistance. 
  
  

  Customer Answer

  Date: 01/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

    What are they trying to say? I'm confused! Please explain further. You're response makes no sense at all. Sounds like a cover up to me, how did my information get out from your company? You are trying to say it's my fault that my information was stolen from you? Please explain what you are exactly saying happened and this time be very detailed. I'm gonna let this go.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business Response

  Date: 01/17/2023

  Hi ****, we are sorry to hear that we did not cover all the details regarding your account incident on our last follow up. Our technical team did conclude that no breach had occurred from our end, based on the information from our end though this issue is usually caused by common shared email and passwords across different websites which can cause an unauthorized login. We recommend visiting ******************* for further information but we are always here to help so you can reach us out at *************************************** for further information.

• Initial Complaint

  Date:12/16/2022

  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.

  On 12/14/2022, I placed an order for delivery from the Slice app. I placed an order for onion rings and wings,. The food arrived still hot and on time, my problem was that the wings were so overcooked the meat was hard and they were not edible. I reached out to Slice about the problem and was told they needed to 'verify with the restaurant', when they finally did get back to me regarding my order I was given $5 back. That's great and all but the wings alone were $24. I reached back out and they told me that the restaurant told them there was nothing wrong with my order, well of course they were going to say that. What restaurant is going to admit that they sent out food that is not edible. When asking about compensation towards a future order, they stopped responding. I want my full refund for the item that was ultimately thrown out at the end of the day. The "customer service" department is horrible compared to other identical delivery apps. Who wants to pay for food that they were not able to eat?

  Business Response

  Date: 01/11/2023

  Hi there, we are sorry to hear about issues with your order. We had checked this case once again from our end and besides the $5 refund provided on your order, an additional $5 off was provided towards your next purchase with the restaurant. Since the preparation and the delivery was completed by the restaurant directly, any additional refund was not authorized by them and without their approval we are not able to proceed with further adjustments. However, if there is anything else we were not able to cover regarding this issue please do not hesitate to reach us out at ***************************************. 

• Initial Complaint

  Date:12/15/2022

  Type:Delivery 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.

  Date of purchases: 11/5/2022 and 12/13/2022; $128 and $105 Slice committed to sell us a "Two Large One topping pizza" deal for $27. Slice's "Last orders" displays we purchased this "Two Large ****************** deal but on investigation, clicking the "order receipt" button displayed that Slice adjusted which deal we chose on our order and its cost; and a price adjustment was accrued after the order was finalized on the app. On inquiring about the adjustment, Slice mentioned it was added because we listed what our 1 topping was to be per pizza for the deal we initially wanted and committed a purchase for. Nature of the dispute is to find a resolution for our 2 orders, have the app open up an investigation into all of the other businesses to identify and rectify this error. But solely for us, our peace of mind and confidence in the app is lost. Ideally, we would want compensation for the stress, data collection and time in dealing with the rectification of this matter along with refunding the price adjustments we were overcharged back to our CC.Our most recent order numbers verified of this error are ******** and ********. We have ordered using Slice for a bit over 2 years now and use it on average 15 times a year so we were hopeful for a resolution when we contacted several customer service representatives on 12/13/22. Instead, we were met with illogical reasons to why our order couldn't be fixed and when management/ escalation was requested, no help was given. As of 12/15/22, we have not had a call back, email, or message left to help rectify the poor business practices completed without our consent or approval. We grew more concerned when we heard this was not the first time a glitch has happened yet we still received no help on the matter. We are disappointed in this entire experience and hope something comes from reporting this issue especially since its unknown how many other people it has affected. Thank you for your time and understanding.

  Business Response

  Date: 12/27/2022

  Hi there, we are sorry to hear about any miscommunication on your last orders with us. We had checked on our end regarding the adjustments added on the two orders placed with us and we were able to pull up further details regarding that. The additional charge applied is an adjustment from our restaurant partner for the requested addition of toppings on the Two ****************** Coupon, as that stands the coupon is without an inclusion of toppings which is why the adjustment was made. Nevertheless, if we have not covered the inquiry regarding this adjustment we are able to take a closer look and you can follow up with us with further details at *************************************** 

• Initial Complaint

  Date:11/22/2022

  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.

  Slice allows you to order pizza from local pizza shops online. I ordered a pizza 11/16/22 for $61.80 from "Taste of *****" the hours clearly stated they were open till 10, I arrived at 9 and the entire store was closed. I reached out to slice immediately telling them what happened including proof (pic of store closed) they offered no apology and no refund. They said there was nothing they could do. I reached out the next day they said they tried unsuccessfully to taste of ***** and they couldn't refund me. Now I am having to go thru my credit card to dispute the charges. I think this is exceptionally unacceptable as I have done my due diligence to correct the situation and have been met with unwillingness to refund my order after their error.

  Business Response

  Date: 12/05/2022

  Hi there, we are sorry to hear about this unpleasant experience! This does not sound right and we would like to get more details regarding this issue and make things right with you. Please share with us further details at *************************************** and we will connect! 

• Initial Complaint

  Date:11/16/2022

  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.

  On October 25th around 9 pm I got a flat tire on my car and had to change it. After I finished I noticed I received a notification from slice stating the status of an order I never made. I called customer service and let them know I never made such an order. They put me on hold to call the pizza place and let them know. The slice customer service rep. returned and said they could not stop the order. When the delivery person arrived I told them I never made the order and asked them what their pizza place had said when the slice customer service rep gave them a call. They said slice never called so I spoke with the pizza place myself and sure enough they also said slice never called them. The slice customer service rep lied to me and didn't even try to stop the order from going through. I called customer service once again and told them I never received the order nor made it in the first place therefore I would like a refund. They said they cannot do that and that they need to investigate first. This is ridiculous. If I never received the service then why can I not get a refund immediately? I've called a few more times since then only to receive the same answer that they cannot refund me and are still investigating. It's been over two weeks since then.

  Business Response

  Date: 11/21/2022

  Hi there, we are sorry to hear of any miscommunication and issues faced! We had checked our records regarding this case and during your inquiries our representatives had spoken with the restaurant regarding the last order, with each time the restaurant confirming the order was prepared by them and a delivery was attempted. Our technical team had looked into your initial report that the order was not placed by you but we were not able to look up any irregularities from our end regarding the order process which would indicate that. The order has not been refunded since the shop informed us that it was prepared and the refund was not authorized by them. However, if you spoke with the shop and were provided further information or an authorization for a refund, let us know by reaching out at *************************************** and we will look into this for you.

• Initial Complaint

  Date:11/14/2022

  Type:Order 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.

  (According to my local pizza establishment) Slice is responsible for getting the correct order to pizza place. Their mistake is your problem. I ordered a cheese and pepperoni pizza. ************** (*******, **) delivered a cheese pizza instead. I called Pat's and explained the error. They said it was Slice's error as Slice directed them to send a cheese pizza.... but they said they would fix the issue by sending a new pizza (which they did send). 6 and a half hours later my bank account was charged $17.07 for the new pizza. Called Slice and the individual said he could only forward my complaint to someone else and I would hear back by email IF?!?! they were going to refund the 2nd charge.No resolution. No promise of a refund. Got the run-around. And no deadline on when or if the complaint would be addressed.

  Business Response

  Date: 11/14/2022

  Hi ******, we are sorry to hear about the charge on your order! We had reviewed this case with out ********************* and we have refunded the additional charge that was added on your order. The funds for that will be back available on your account within 3 to 5 business days depending on your bank provider. For any further questions or concerns, please feel free to reach us out at ***************************************. 

• Initial Complaint

  Date:11/14/2022

  Type:Delivery 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.

  Ordered pizza via SLICE app for delivery. Waited. It didn't come. Called the restaurant. They said it was ordered under pick up not delivery.I said well if I wanted to just pick up I would gave called directly.Owner said she could deliver for extra charge of $5.45. I spent almost $40 and the pizza arrived soggy.

  Business Response

  Date: 11/14/2022

  Hi ******, sorry to hear of the issue you faced! It sounds like something went wrong in the ordering process and we want to report that to our technical department so they can look into this case for you. Please share with us further details at *************************************** and we will connect!