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:10/07/2022

  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.

  Placed an order through gentisorder.com which directed us to Slice to pay and for delivery. Food arrived. Husband called restaurant to complaint about brown salad and chicken dish being overcooked to inedible. Manager handed phone to someone else to take care of and when he proceeded to tell her that the seafood dish was mush, she offered to send all nee dishes. Less than 2 minutes later the manager called yelling is seafood wasnt mush and he did not need customers like us and to never order from his restaurant again. We were told we had to contact Slice for refunds. New chicken parm order eventually sent out and this time the chicken was very undercooked. Called Slice who called restaurant that said the issue was resolved with replaced undercooked chicken dish. Slice says that cant refund money as it belongs to restaurant. Restaurant doesn't want us as customers and says they have no order from us to refund- call Slice. Replaced food was unsafe chicken. All food had to be disposed of- wasnt safe to even give our dogs a treat. We are out $54.56 and no dinner. Both Slice and ****** claim to not have our money and that neither can do anything about the other. Completely unsafe food and shady business practices.

  Business Response

  Date: 10/12/2022

  Hi there, we are sorry to hear about the issues you had faced with your order. The preparation and delivery is handled mostly by our restaurant partners and as such any adjustments on their order have to be authorized by them. Nevertheless, we'd like to get more insight about your experience and take another look, so please share with us further order details at *************************************** and we'll connect. 

• Initial Complaint

  Date:10/06/2022

  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.

  On 10/10/22 I placed an order through Slice for a total of $54.73. At 7:55 PM I received a message from their driver that my order was here. I waited for five minutes and no one arrived. I responded to the text asking where they were. They responded asking if I was the person who had just come to the door to which I said no. The driver stopped communicating so after about 10 minutes I reached out to Slice to report the issue. Customer Support asked me to give them more time. At 8:34 the driver arrived at my house with a pizza (that had already been picked over) and garlic knots but missing the chicken caesar salad and soda that I had also ordered. She also explained that she could not see the numbers on the houses in my neighborhood and had delivered my food to another home 40 minutes ago when she sent the initial text. I told her that I did not want the food and that a part of my order was missing anyway. She then called the restaurant, screaming that they forgot my food and owed me money. She said that she would go to the store and get the rest of my items. She came back to my home and left a soda and a caesar salad from the local grocery store. I returned to my chat with customer support and informed them of what had occurred and stated that I would like a refund. She stated she would escalate the matter and I would hear back from someone within 24 hours. On 10/4/22 I reached out to Slice because I still had not heard from anyone. I was told that I would receive an email in 10 minutes. I received an email saying that they would refund me $21.17. This price does not even cover the $23.99 pizza that we could not eat, let alone the rest of the order. I responded by saying that this was unacceptable and I deserve a full refund. I did not receive a response. I called Slice again today, 10/5/22 to inquire about a response. I was told I would receive an email in 10 minutes. Several hours have passed and still, no one has reached out.

  Business Response

  Date: 10/12/2022

  Hi *******, we are terribly sorry to hear about your unpleasant experience with your last order. Our team has reviewed this case and the provided refund is within the policy we have regarding this case. However, we have made sure to report this case to the appropriate department so that all preventive measures are taken that it remains an isolated case. 

  Customer Answer

  Date: 10/16/2022

  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]

   
  Slice has offered a partial refund in response to my experience. To reiterate, I ordered 4 items. Your driver sent me a text message stating that she had arrived at my home. She was indeed at another address where she delivered two of my items (pizza and garlic bread). After not seeing your driver for some time after her text I responded asking her where she was. She responded asking me if I was the person who had just come to the door. I said I was not. I began an online chat with your customer support at this time to report the issue. It took 40 minutes for your driver to retrieve my food from the private residence a few doors away from my home and to bring it to my home. Your driver admitted that she had misread the numbers on the houses and delivered my food to the wrong home. I pointed out to her that she was missing my soda and salad. She then called the store and screamed at them that they owed me money and left my home while still on the phone with them. She returned to my home a short time later and left a soda and salad which had been purchased from the grocery store. Not from the restaurant that I ordered from. While she was gone, I opened the pizza, which I of course had no intention of eating since your driver let me know that it had been in another house since the time she had sent the initial text message, and I observed that the toppings had clearly been picked off of it. So what you are telling me that in this barely post pandemic era you have a policy that says that I am responsible for paying for this disturbingly unsanitary method of delivery? Part of my food was in another residence and partially consumed and part of it was items that she voluntarily picked up from a grocery store and now what I ordered, and you have a policy that says I should be responsible to pay for that? That is beyond unacceptable and I find your policy to be incredibly disturbing. This should be made clear to the public if that is what you would consider an acceptable way to do business. I have ordered delivery through your company numerous times and this is what I believe to be the first time I have ever needed to report an issue. However, if I had known that this was your policy, I never ever would have supported a company that is willing to endanger the health of its customers and then expect them to pay for it as you are stating here. As far as I am concerned, a partial refund for this horrendous experience is egregious, insulting, and absolutely unacceptable. 

   

   

   

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

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

  Business Response

  Date: 11/10/2022

  Hi *******, we are truly sorry to hear about this experience! We do understand any frustration experienced and have reviewed this case once again with our ********************* and have issued a full refund on your order, the funds for it will be back to your account within 3 to 5 business days depending on your bank provider. 

• Initial Complaint

  Date:09/19/2022

  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 an order (dinner for my family) at 5:20 via the Slice app. Estimated delivery time was (in writing) stated at 6:20. Latest delivery at 6:35. At 6:20, my order status changed to delivered which prompted me to call customer service as the order was not delivered. I was placed on hold for 15+ minutes and then told by the agent: we cant reach the restaurant and cannot do anything about it. I asked about a refund or partial compensation - was told no. I connected with a chat agent about it. He ended the chat. When I asked to speak to a manager, I was told there was no one available. I told them I would wait. Now 30 min on the phone, a manager came on and told me they couldnt do anything about it and that the delivery status updates to delivered automatically once its passed the latest delivery time. Not even a partial refund. This is misleading customers. You cannot say something has been delivered when it has not been delivered. Still no food.

  Business Response

  Date: 09/20/2022

  Hi *******, we are sorry to hear about the delay on your order with us. We have reviewed your order and estimated delivery time provided to us by the restaurant was not followed and prolonged. We will follow up with the restaurant so that we are always provided with the most up-to date ETAs for future orders for a better experience. Regarding your order, a 50% refund was applied to it as a gesture of our apology for the delay on the order and those funds will be back to your account within 3 to 5 business days.

• Initial Complaint

  Date:09/19/2022

  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.

  An order was placed and charged to my account when I did not place the order. I use slice on my iphone and my phone was locked in my car and locked via facial recognition software as well. The order was a fraudulent charge on my **** credit card and Slice has refused to remedy the issue. They paid the pizza shop using my account for an order I did not place and claim no responsibility for the fraudulent charge. This order was placed on 9/8 at 6:28pm and was around $150.

  Business Response

  Date: 09/20/2022

  Hi ****, thanks for sharing and sorry for any inconvenience caused! We have escalated your order to our technical engineering team and they have confirmed that the order was placed with no irregularities. There is no breach or glitch that occurred, and there is a regular app session that ends with a completed order on the 8th of September. With that said, we won't be able to refund the order. If you have any further questions, please send an email to ***************************************.

• Initial Complaint

  Date:09/13/2022

  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.

  Today, Sep. 9, 2022 I was about to place a SLICE app order when I noticed that all my previous 7 points were missing from my account. I needed one more point for $25 worth of free pizza. I contacted SLICE and they had no explanation for this but said they would look into it and contact me by email. When asking why my last order was not honored for my final 8th point, they said they had changed their free pizza program and now one needs to spend at least $30 instead of the previous $15. Although the said they sent me an email regarding this program change, I could not find any such email from them. This is a "switch and bait" issue. I told them that unless they credit my account with all the points they took away, I would never use their app again. For me, who picks up all orders and does not use delivery, it would be slightly cheaper to just call the restaurant instead of paying SLICE a service fee. Without the free pizza program, there is no incentive to use SLICE anymore.

  Business Response

  Date: 09/14/2022

  Hi ******, thanks for reaching out! We reviewed your case internally and found out what happened. One of our specialist will send you an email today. Please let us know if there is anything else we can do for you.

  Customer Answer

  Date: 09/16/2022

  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]

  Although they offered a $15 "peace offering" to placate me, I still believe their way of doing business is deceptive and dishonest. They took away credits that I earned without warning. I cannot find any email they claim they sent me warning me of their changes made to their bonus program. Others need to know of their deceptive practices.

   

   

   

   

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

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

  Business Response

  Date: 10/27/2022

  Hi ******, we are sorry if our follow up with you was not detailed enough to cover your inquiry. The Rewards program was gradually updated since the release based on feedback by our restaurant partners with updates provided either through email, on our social media channels as well as updates to the *** page. Currently for an order to be eligible towards our Rewards program the ordering process has to go through our Slice app, that information reflects on the Rewards *** page at slicelife.com/pages/slice-rewards as well as reflected during the ordering process on web. The information is present as well on our Terms and Service regarding the Rewards program along with the added stipulations regarding an eligible order to qualify for Reward points and redeeming an earned Reward. If youd like to further follow up regarding this, please feel free 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 NOT satisfactory to me but the matter is resolved. Their explanation is corporate doubletalk which no doubt has been carefully prepared by corporate lawyers. Like so many corporations, they entice you with some perks only to take them away without much notice. Their explanation of informing customers is equivalent to reading fine print in a size 2 font.... in other words, unless you are carefully staring at their written change of policy, you will NEVER notice it. Bluntly put, they are doing this just to cover their ***.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/12/2022

  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.

  On 9/9/2022 at approximately 3pm I had placed an order through Slice, order number ********. After realizing within approximately 5 minutes that I ordered from the wrong pizza shop, ******************************* located at ************************************************************ I called to I love ** Pizza to cancel my order, they informed me that I had to call Slice since that is where I had placed the order through. I got the number for Slice from the bottom of the app where their contact info was located: **************. I was put on hold while they confirmed with the store. The lady from slice claimed no one picked up. I contacted the store who told me thy had picked up and told Slice that they could not cancel it on their end because they didn't have the payment information (only Slice did). I spoke with Slice and informed them of this and they refused to cancel my payment of $105.29, claiming that the store could not cancel it (which is true, but not what they originally informed me of). I would like my money back and refunded immediately since I did not receive any merchandise or services. I received a text an email from Slice stating they were going to cancel but then received another email after stating they won't after i filed a complaint on their survey.

  Business Response

  Date: 09/14/2022

  Hey ********, we appreciate you taking the time to bring this matter to our attention and we're sorry to hear about this. We communicate closely with our restaurant partners to ensure that once your order is placed, it's immediately transmitted to the restaurant so they can start with the preparations for it, so we can have it ready for your as soon as possible. From our communication with the restaurant for which you placed your order for, it seems that your it was already prepared within the expected timeframe, after which we wouldn't be able to process the cancellation for the same without our partners' agreement. We hope you understand, and once again, apologies for the inconvenience caused.
  

• Initial Complaint

  Date:09/09/2022

  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.

  Slice calls my restaurant on an almost weekly basis asking for the owner. I (the owner) have personally told them many times that we do not want to, and never will want to use their services. Our general manager has told them the same thing. Each time we decline their services they try to argue with us about why we don't want to use their services, each time we politely ask them never to call again. They called again today and the situation repeated itself. I said "no thank you we don't need your services and we wont need them in the future please do not call us again as you are tying up our lines for customers" They kept asking why and I simply kept saying because we don't want or need the services and that plainly saying no should be more than enough. The person on the other end of the line kept harassing me saying they need a real explanation, I declined to give them anything other than a "no please do not call us again". As I said before we do not want, and will never want to work with this company especially since they will not take no for an answer and instead choose to harass us telling us that "no isn't good enough"Please stop calling our restaurant.

  Business Response

  Date: 09/09/2022

  Hi *****, Slice is all about supporting local shops, but we feel sorry for leaving such an impression. We will communicate your request internally. If you have any questions, feel free to reach out to ***************************************

• Initial Complaint

  Date:09/06/2022

  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 ordered a pizza on 9/1 which arrived 90 minutes late, cold and looking like it had been scooped out of 3-day old trash. I refused to accept the delivery from the driver and asked her to take it back (to which she agreed). I've been a customer of the restaurant for over a decade; I know what a pizza is supposed to look like. The same evening slice told me they were unable to address the problem because no one was answering the phone at the restaurant, but they would get back to me. I had to follow up two days later for an answer and then they said the restaurant refused a refund. I called the restaurant and the manager said they could not refund money they had not received. I relayed that to slice and then they said I could not have a refund because the restaurant said the food was prepared correctly. And now that I've read all the other very similar complaints about slice on BBB, I will add that I don't care what the restaurant said the food looked like at the time they pulled it out of the oven two+ hours before it arrived here (incidentally the place is 2.4 miles away). What arrived at my door was NOT a hot pizza - it was cold trash. So now because of this "middle man" (slice) pointing the finger at the restaurant and the restaurant pointing the finger at the middle man, who is looking out for the customer (customer service - ever hear of it?)? You have literally scammed me out of my hard-earned money and are throwing your hands in the air saying "not my fault" - you are stealing from people. I want a full refund, like I said in my original communication when I reported the problem. And don't waste your time with apologies, condolences, or coupons (as IF I'd ever order through you again). Refund my money or kindly **** off.

  Business Response

  Date: 09/07/2022

  Hi ****, thanks for sharing and sorry to hear about this! We hold our partners to high standards, and we definitely take such occurrences very seriously. We will issue a refund on your order and make sure we escalate it to the appropriate team. Please expect an email from us shortly.

• Initial Complaint

  Date:09/02/2022

  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.

  We ordered 2 pizzas and sodas from Genovas across from our hotel in VA on 8/20/22. We checked out of our hotel the next day and another charge for 5 pizzas was charged and apparently sent to the hotel for over $100. Hotel tried to refuse them since we checked out but the driver left the pizzas. We tried calling Slice over 5 times and they refuse to void the order and the Genovas manager hung up on me but did speak to my husband and gave the total order but said they are not responsible. Why would we order pizzas at 11:30 am the very next day knowing we are leaving the hotel?? We were hacked or theres an obvious glitch with that app. My daughter created the app acct but used my credit card. We were told to delete the credit info and delete the app. My credit card company has cancelled my card and is currently working with their *********** praying this gets resolved. This could have been a simple fix but no one cared to assist us and think logically about this and void the charge. We will never use this app again. We just want our money back.

  Business Response

  Date: 09/09/2022

  *********************, thanks for sharing and sorry for any inconvenience caused! We have escalated your order to our technical engineering team and they have confirmed that the order was place regularly. There is no breach or glitch that occurred, and there is a regular app session that ends with a completed order on the 21st. With that said, we won't be able to refund the order. If you have any further questions, please send an email to ****************************************

• Initial Complaint

  Date:08/29/2022

  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.

  The delivery driver picked our order up, and took an HOUR to drive what should have been 10 minutes from the restaurant to my home. The bag was stone cold, and majority of the food was inedible after reheating. The best they can do is offer a 50% refund on an almost $80 bill. ABSOLUTE RIP OFF and 0 consideration for the customer.

  Business Response

  Date: 08/31/2022

  Hi ******, thanks for sharing and sorry to hear about this! We managed to find your order and assigned one of our Support specialist to review it once again. We decided to issue a full refund on your order. Please expect an email shortly.