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:11/14/2022

  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.

  I placed delivery order #******** for pizza on Fri. Nov 4th with an expected delivery time of 10:04 - 10:19pm. I placed the order via The Slice App. but never received my delivery and communicated my issue that same night (via text ************) as that's their protocol. The response I received was, "Hey there, thank you for reaching out! *********************** Pizzeria is closed, and we are unable to reach out to them regarding this so we'd appreciate it if you could wait. The next day, Saturday Nov 10th, I went to check my mail and noticed a pizza box sitting on the front doorstep of **************************. My delivery went to **************************. This is not the 1st time my deliveries have gone to this address. Delivery drivers have told me their GPS takes them to that address BUT with some common sense, it's the wrong building as I live in the 500 building not ******* building. I followed up with Slice personnel (via text) and now was told that the restaurant said their delivery person was sure he delivered it to the right address, which is incorrect and since it's the next day, *********************** Pizzeria can't approve my refund so therefore Slice can't refund me without the restaurant authorizing the refund. I responded to them saying of course he/she is going to say that. They're not going to take ownership of their mistake. Also, I did reach out the same evening my issue occurred but was told by Slice, I would have to wait until the next day/ I proceeded to tell them the last activity recorded on my security system was Fri. Nov 1oth @ 7pm. No further activity occurred after Fri. Nov 10th @ 7:10pm. In addition to my security system confirming no delivery was made to this address, I asked for proof of delivery 6 times (via text string starting Fri. Nov 4th thru Wednesday Nov 9th) and NO proof of delivery has been shared with me because NO DELIVERY was made to my address. Im requesting a full refund of $39.06. I have entire text string saved if needed for resolution of claim.

  Business Response

  Date: 11/14/2022

  Hi ****, sorry to hear about this experience! We have followed up with our escalation department and the restaurant directly regarding the issue you had faced. Unfortunately, a refund was not authorized by the restaurant partner and our ********************* was not able to proceed any further without the restaurant's approval. As the delivery is directly handled by our restaurant partner any order adjustments have to be directly authorized by them, as it was not authorized in this case our hands are tied and we are not able to issue a refund. 

  Customer Answer

  Date: 11/15/2022

  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:

  [I paid you guys for goods and services NOT received so it's your responsibility to refund my money. Again, I want to go on record here asking for proof of delivery of this order. Like I mentioned there was NO ACTIVITY on my security sytems after 7:10pm which CONFIRMS NO DELIVERY was made to this address. BBB personnell, I want this complaint posted so noone else has to go through this painful experience. I will stop at nothing until my refund is processed. I will continue to escalate....

   

   

   

   

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

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

  Business Response

  Date: 04/05/2023

  Hi there, we are sorry once again that our previous response was not satisfactory or was not detailed enough to cover the issue you had faced. As the delivery was solely handled by our restaurant partner and the funds for the order are ****************** by our restaurant partners, the resolution we can provide is limited. Our ********************* as well had reviewed this case and the same outcome was provided by them as the insistence of a delivery was assured by the restaurant. Nevertheless, if we can further assist regarding this matter please do not hesitate to reach back to us. 

  Customer Answer

  Date: 04/17/2023

  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:

  [The same unacceptable response was given and si reject. In addition, I will be filing a claim on ******** with *************************** investigative reporter to create public awareness of how poorly Slice resolves issues. I will be asking for proof of delivery on National TV

   

   

   

   

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

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

• Initial Complaint

  Date:11/08/2022

  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.

  I ordered from a restaurant and the delivery person left food on walkway and never notified me of the delivery. They could have knocked on the door, rang the bell or text me that it was delivered. When the delivery wasn't delivered by the estimated time I sent a text asking for the eta. I was told it should be soon. The food was cold by the time I found it lying on the ground. This is poor or lack of training on management. How hard is it to ring a door bell.

  Business Response

  Date: 11/14/2022

  Hi ****, sorry to hear of your unpleasant delivery experience! The deliveries are handled mostly by our restaurant partners and we always encourage for proper communication to be established for a successful delivery. Nevertheless, as this was not your experience we would like to take a closer look so we can take all the necessary steps for this to remain an isolated incident. Whenever you get the chance, please share with us further details regarding your order at *************************************** and well look into this.

• Initial Complaint

  Date:11/07/2022

  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.

  I was charged by this company and I live in ****** and have never heard of them. I have yet to hear a response back from them. I have frozen my bank account and await an answer from Slice on a refund, sketchy as this isnt the first time the business seems to have done this according to the other BBB complaints, I want a complete refund as I did not authorize the charge and my bank is already working their end.

  Business Response

  Date: 11/08/2022

  Hi there, we are truly sorry to hear about this issue! We want to take a closer look at this case and report it from our end to the appropriate department so we can pinpoint as to what went wrong and make things right with you. Please share with us further details about your experience at *************************************** and we will take it from there. 

• Initial Complaint

  Date:10/31/2022

  Type:Delivery 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.

  Ordered pizza from local small business online and was directed to slice to place order. My order # ******** was suppose to be delivered around 7pm on 10/30/22. Unexpectedly it was delivered ***** minutes early and the delivery driver thought it would be a nice gesture to leave it on the ground in the rain on my uncovered sidewalk/porch and never knock on the door or ring the doorbell as they saw us sitting in the living room with the front door open. They were quiet enough that the dog didnt even notice them. Called slice after being told pizza place didnt have my order that slice was responsible and even the lady who answered was in shock and said that was unacceptable as we didnt choose no contact delivery and expected a knock or the doorbell rang or even a noise at all. They removed delivery fee and discounted food that sat outside on the ground in the cold and rain. Promised a phone call back immediately within 15 minutes from management as the call center employees are not authorized to refund orders. Call never came and sure it probably will not come. Im sure slice employees and management wouldnt be required or expected to keep/eat food that has sat outside in the rain on the ground so why should their customers be expected to. Its unsanitary and completely unacceptable!!

  Business Response

  Date: 11/01/2022

  Hi there, we are terribly sorry to hear about this experience! We fully understand the frustration and have reviewed this case once again with our ********************** The order has been fully refunded at this point and that will reflect back on your statements within 3 to 5 business days depending on your bank provider. 

  Customer Answer

  Date: 11/02/2022

  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 as long as it reflects on my cc statement in 3-5 days 
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair 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.

  I order from a local pizza restaurant via the app Slice. I did not receive the correct order. I received an order that costs $44.52. I paid for a different order and my charge was $67.96. I reached out to Slice customer service via ******** Email and Chat and they kept telling me to wait and they were working on it. Finally, I followed up the next day (today) and was told my refund was not authorized. This is unacceptable. I paid slice for something I did not receive. It is unethical to not refund me.

  Business Response

  Date: 10/27/2022

  Hi *****, we are sorry to hear about the issue you had faced with your last order with us. We had checked on our end and your order ******** has been successfully refunded and the funds for that order at this point should be back to your account. However, if there is anything else we can assist with please do not hesitate to reach us at ***************************************. 

  Customer Answer

  Date: 10/28/2022

  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:10/21/2022

  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.

  Scamming people on the money they spend without giving them their rewards.

  Business Response

  Date: 10/27/2022

  Hi ******, we are sorry for any miscommunication! The Rewards program was updated based on feedback we had received from our restaurant partners and the minimum order amount was adjusted for a reward order. If you'd like to check for more details on the Rewards program, please visit ********************************** 

  Customer Answer

  Date: 10/28/2022

  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]

   

   

   

   

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

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

  Customer Answer

  Date: 11/02/2022

  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]

   

   

   

   

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

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

  Business Response

  Date: 11/08/2022

  Hi ******, we are sorry to hear that our follow up did not address an issue you had faced. We have included all the information relevant to your inquiry on our past response but as it seems that we have missed to cover a certain portion. As such if you are able to provide us with further details at *************************************** we will do our best to answer and resolve your matter more thoroughly. 

• Initial Complaint

  Date:10/17/2022

  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.

  My daughter made and ordered 2 pizzas, a hoagie and, hot wings, the pepperoni pizza was sent as a cheese pizza, and the white pizza with feta cheese, spinach, tomatoes, and black olives was sent as a white pizza with black olives. Through the website, options were available on the website that the location does not offer, so when I called to complain, the person was not helpful, I was told I couldn't talk to a supervisor until I get upset, which then I was transferred to a "supervisor". Which basically insinuated that I was a liar.

  Business Response

  Date: 10/18/2022

  Hi ***, sorry to hear about any ordering issues you had faced. Our technical team and our escalation team had looked into this case and had provided us with further details. Our technical team had informed us that they had checked the ordering process for your last order and based on all of the information provided to us we could not pinpoint any irregularities which might have caused a disruption in the order. As such the preparation of the order by our restaurant partner was handled as received and any further adjustment were not authorized by them. If there is any detail missed by us we are able to look into that we would just need that sent to us at ***************************************. 

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair 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 Sunday afternoon (Oct. 9, ****) at around 3pm I placed a delivery order to be received by 530pm. 530 came and went. I then contacted slice and they said the driver would be at my house shortly. 20 min went by ( the pizza shop I ordered from is 1 mi up the road from my house) so this time I texted slice and they again said the driver was at the pizza shop and would be arriving in 10 min. 10 min went by and no delivery. Then I emailed them again and said unfortunately the delivery has been cancelled. I asked them about my refund and and they said that someone would be getting in touch with me. I then called the pizza shop that I ordered from and asked if my order had in fact been picked up and they said yes. Around 530 the driver was there and picked up my order. So I then emailed the company and was told that someone would be contacting me. This was 6 days ago and I haven't heard a peep. I just want a refund. With the way the economy is right now I am on a tight budget and can't afford to just take losses.

  Business Response

  Date: 10/18/2022

  Hi ***, we are terribly sorry to hear your order was not delivered! Our escalation team has looked into this case and a full refund has been processed for your order. The funds for the order amount will be back to your account within 3 to 5 days depending on your bank provider. Our team has also followed up with an email as well confirming this refund with added details. 

  Customer Answer

  Date: 10/19/2022

  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:10/13/2022

  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.

  I place on order on September 20th for pick up from ********************* through Slice. I was initially told the order would be ready between 12:42-12:57. I got a second email 20 minutes later stating the order had been delayed to between 1:27-1:42. I arrived at the restaurant at 1:40. The staff at the restaurant told me they never recieve the order. They checked their online orders and found it. At this point they stated they could start the order but I didn't have time to wait that long for it. I asked if the transaction could be cancel they said it could. This was the end of the interaction. I was never told I needed to contact Slice myself to do so. I attempted to fight the charge with the bank who opened a dispute at which point I was contact by Slice via email and text message. I responded in text describing the events. Slice never responsed that they had even reviewed the issue. I was charged $34 for nothing. I want a refund for service that were never received.

  Business Response

  Date: 10/18/2022

  Hi ******, we are sorry to hear about your poor experience! We had checked on our records regarding your last order with us, a contact to us was not made from the restaurant regarding your order cancelation but we will report this case to the appropriate department so we can make sure this issues are properly communicated to us for all future orders by our restaurant partners. Regarding the order, we checked as there is an ongoing dispute all of this information has been passed from our ****************** to your bank institution so that this case is resolved fairly. For any further questions or concerns you are able to reach us at ***************************************.
  

• Initial Complaint

  Date:10/12/2022

  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.

  We are a client of Slice. We believe in their concept of serving small family run shops like ours. However, their financial reports are very poorly written and often contain mathematical errors. We have complained and offered corrective suggestions to at least 3 different reps. over the last 6 months. We have also asked for a simple complete report of all of our transactions so we can construct our own reports. We get verbal promises, but have never yet seen any corrected reports nor been given access to our own financial information.A related concern is that Slice withholds state sales tax on online sales, which is OK. But when I ask for any proof or detail about how and when they report those sales and remit taxes their reps. can never tell me and even though they promise to find out and/or get me a report, I have been calling and waiting for 6 months and never an answer. They are not paid using our state tax account. I still do not know if or where those tax dollars that they withhold from sales to our customers are being paid. They should be paid every three months. Are they? Why can't anyone answer my questions?

  Business Response

  Date: 11/08/2022

  Hi *****, we are sorry to hear of any irregularities you might have faced on our end. As a restaurant partner the Financial side of your operation with detailed statements and further information you are able to access that directly from your Owners Portal with your personal credentials. We always urge for any issues to be brought to our attention so we can work on that with our ****************** for any correction. Nevertheless, as it seems your concerns were not properly addressed we have escalated this case directly your designated Account Manager to directly follow up and pinpoint the exact issue faced.