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:05/13/2024

  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 Pizza from their website at 9:10 pm. ETA time for Pizza was 9:40 pm it's been over 2 hours since no Pizza arrived at my house, called in to check what was going on, but they kept saying the order in good. when I called the order they said they never received any order from them. I had guests over and I had no other store open at 11 pm everything was closed.

  Business Response

  Date: 05/16/2024

  Hey ****! I am sorry to hear about your experience with ***************************** Halal Food for Order #*********. Regardless of our committed effort on collaborating with our pizzeria partners to ***** you admirable and excellent service, its quite unfortunate that we didnt meet up with the supposition this time, the order was fully refunded in the system regarding the whole situation as well. We value you as our customer so due to the experience that you had, I provided you with a $5 off to your next order on our platform towards any restaurant of your choice. The promo code ********* can be used within 30 days from now. Please make sure that you are logged in so the credit can be applied to the order. Once again, apologies for the inconvenience! If there's anything else we can be of help with, don't hesitate to reach us at *************************************** or our Customer Support Team. 
  
  
  
  

• Initial Complaint

  Date:05/08/2024

  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 05/06/24 I placed an order for $35, didn't receive what I ordered, after two days of arguing with support because they "couldn't get ahold of the restaurant" they refunded me just $9.99. They insisted

  Business Response

  Date: 05/09/2024

  Hey *****! We're sorry to hear about your experience. After reviewing your interaction about Order ***'s 1 Pizza  with ***'s 1 Pizza, our team have already reached out to you with an email to share the findings of our investigation. Due to the fact that the restaurant has prepared the food, and the third-party delivery driver delivered the order to the given address and the funds belong to them, unfortunately, we are not able to refund the full order without their authorization so only the $9.99 were refunded. I recommend reaching out to your bank provider directly to discuss the situation so they can provide you with further details. If there's anything else we can be of help with, don't hesitate to reach us at ***************************************.

  Customer Answer

  Date: 05/11/2024

  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:

  Slice is the service provider. Slice is the organization who withdrew the money from my account. I was not provided with the goods I have been charged for by Slice. Either Slice is allowing organizations who defraud their customers to operate on their platform, or ********************** themselves is defrauding their customers.

   

   

   

   

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

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

  Customer Answer

  Date: 05/20/2024

  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 restaurant DID NOT prepare what I had ordered and the driver DID NOT deliver it to me. Slice removed the money from my account, noone else. Therefore it is SLICE who should be responsible for providing me that money back.

   

   

   

   

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

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

  Business Response

  Date: 05/21/2024

  Hi *****! We understand your concern and sincerely apologize for the inconvenience you've experienced. Please rest assured that we take such matters very seriously. We are actively investigating all the issues to ensure that all transactions on our platform are conducted ethically and transparently. Your feedback is crucial to us, and we are committed to resolving any problems you have encountered. If there is anything else we can assist you with, please do not hesitate to reach out to us at ****************************************

• Initial Complaint

  Date:04/22/2024

  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.

  I ordered food from Bonos In ********, **. ***** took advantage of how I wanted a no contact delivery. They lied about delivering our food. They never even came to our home. My children and I waited by the window and by the door waiting for our delivery and no one ever came.***** changed up the details of their story about coming here. They refused to give a refund even though they never gave us food.Slice chose the vendors side even though the vendor had no proof of delivering our food. There were no pictures of the delivery, nothing.

  Business Response

  Date: 04/28/2024

  Hello there! I am truly sorry to hear about this and it is definitely not the experience we want you to have when ordering on Slice. After reviewing your interaction, it seems there is an ongoing charge dispute, and we cannot issue a refund at this stage. Also, our team has already reached out to you with an email to share the findings of our investigation. I recommend reaching out to your bank provider directly to discuss the situation so they can provide you with further details. If there's anything else we can be of help with, don't hesitate to reach us at ***************************************.

• Initial Complaint

  Date:04/16/2024

  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.

  Case ID ******** I placed an order with delivery instructions for the driver to text or call when delivery made as I was working. I work from home but with cancer patients. After my delivery time came and went, I called Odd ***** which is where the pizza was coming from, they were going to remake the order and have their own delivery driver bring it versus the Slice people. I went to take my trash out and the pizza had been sitting outside in under 50 degree weather and the delivery person never texted or called the order was delivered. I called the store, I was very upset at that point I didnt have time to wait for another order, my food was ruined and because I ordered through slice they couldnt refund me and told me contact slice. Slice only issued a partial refund. Although they verified I DID leave instructions and it was not followed. The pizza was stone cold and being we have homeless people who troll our condos, I didnt even feel safe eating something that had just been laying outside. I want my money refunded in full. I will never use this app again, the lack of customer service is appalling, multiple emails back to back claiming escalated, followed by a phone call to them again this morning where I was told the "escalation" team refused to refund the rest of the order and there was nothing else they could do. Totally unacceptable

  Business Response

  Date: 04/16/2024

  Hey *******! We're sorry to hear about your experience. After reviewing your interaction about Order ********* with ************** Pizza, our team have already reached out to you with an email to share the findings of our investigation. Due to the fact that the restaurant has prepared the food, and the third-party delivery driver delivered the order to the given address and the funds belong to them, unfortunately, we are not able to refund the order without their authorization. However, I recommend reaching out to your bank provider directly to discuss the situation and explore any possible options for a refund. We really apologize for the inconvenience. If there's anything else we can be of help with, don't hesitate to reach us at ***************************************.

  Customer Answer

  Date: 04/16/2024

  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: it was your driver who did not follow the delivery instructions the order was handled by your company and I was told by the store that you guys would have to do the refund since the order was placed on YOUR site! The store didnt even get a notification the delivery had been completed. This is not on the store this is on your company and the heinous lack of customer service or taking ownership to help a customer when it was not the customer error. I will escalate this as much as I need to. I want the order fully refunded period. Yea the store made the order. However YOUR company was given delivery instructions which were verified when I called in because the representative read me my instructions and your delivery person never notified the delivery was made! 

  [Your Answer Here]

   

   

   

   

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

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

  Customer Answer

  Date: 05/03/2024

  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: SLICE did ABSOLUTELY NOTHING but give me the run around. This whole ISSUE was COMPLETELY the fault of Slice, and NOT the restaurant. I ONLY received a refund after being refused BY SLICE, because the restaurant owner called and told you to refund my money, or this would not have happened. I am glad to hear the store will be discontinuing SLICE in the near future, and I personally have shared this experience with my 10k social media followers to order from the restaurants and avoid this crappy third party service, who even the restaurant has said has had a multitude of delivey issues! Absolutely some of the WORST customer service I have ever encountered. Everyone saw my very clear delivery instructions, and your driver paid ZERO attention and I got NO notification the order was ever delivered. You guys came up with every excuse under the sun and it took hoops and hurdles for you to be basically forced by the store to do what was right. You sincerely **** and I will make sure I post this review as viral as possible

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 05/09/2024

  Hey *******! We're sorry to hear about your experience. After reviewing your interaction about Order ********* with ************** Pizza, our team has already reached out to you with an email to share the findings of our investigation. Regardless of our committed effort on collaborating with our pizzeria partners to ***** you admirable and excellent service, its quite unfortunate that we didnt meet up with the supposition this time. The full amount of the order was refunded in our system, $40.05. The money should've been back in your bank account in 3-5 business days, depending on your bank provider. Once again, apologies for the situation.  If there's anything else we can be of help with, don't hesitate to reach us at ***************************************.
  
  

• Initial Complaint

  Date:04/10/2024

  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.

  I ordered a meal through Slice that was delivered to the wrong address. Slice said they could not help me because the money was already transferred to the business. I tried to resolve the matter with the restaurant but was told I had to work through slice. I was told that the address was sent to the restaurant through slice, and they delivered it to the correct address. They are lying. The only address in my Slice account is my home address. No way could it have been sent incorrectly. I don't care who gives me a refund, but I do expect Slice to do more. At the end of the day I am out money for the meal, and I have two companies not taking responsibility for the problem. The only loser is me.

  Business Response

  Date: 04/10/2024

  Hey ****! We're sorry to hear about your experience with *******'s Pizza for Order #********* and our team has already reached out to you to share the findings of our investigation. The address ************************************** is on your previous orders in our system and it was not changed upon placing the order. Whenever you are placing the order, you can always see all of the details of the restaurant, the items selected and everything will be shown at the checkout as well before purchasing and we send emails to each customer after the placement with the receipt. Due to the fact that the restaurant has prepared the food, and their delivery driver delivered the order to the given address and the funds belong to them, unfortunately, we are not able to refund the order without their authorization. However, I recommend reaching out to your bank provider directly to discuss the situation and explore any possible options for a refund. We really apologize for the inconvenience. If there's anything else we can be of help with, don't hesitate to reach us at ***************************************.
  
  

• Initial Complaint

  Date:04/08/2024

  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 April 3, 2024, I placed an order through the Slice app. I have used this application on prior occasions, with no issue, so my information (i.e., delivery address) was prerecorded. I submitted an order and it was marked delivered but to the wrong address. I immediately contacted customer service, who was very short and noncompassionate, stating no refund would be issued. I brought to the attention of customer service that my address was correct under "saved addresses" in the application. He concurred with this information but still insisted on not issuing a refund. I explained to him that I did NOT edit my address and that my address was already saved. Therefore, I could not have put in the wrong address. At first, when I asked to speak with a manager, he explained that ***** else was available and that I would have to wait for an email, instead of a live representative. Without being able to explain to the "escalation team" on my own behalf, I received an email once again denying my refund. I will not use the slice app again, I let the servicer know who utilizes the app of this issue and I definitely will not recommend it.

  Business Response

  Date: 04/13/2024

  Hey *****! We're sorry to hear about your experience with Urban Grill for the Order #*********. Our team have already reached out to you with an email to share the findings of our investigation. Also, our Technical Team investigated this and they informed us that according to the logs, they were not able to spot any irregularities on our end, the location *******************************************************-1030 was selected and the order was placed successfully. Due to the fact that the restaurant has prepared the food, and the third-party delivery driver delivered the order to the given address and the funds belong to them, unfortunately, we are not able to refund the order without their authorization. Whenever you are placing the order, you can always see all of the details of the restaurant, the items selected and everything will be shown at the checkout as well before purchasing for a double-check. I recommend reaching out to your bank provider directly to discuss the situation so they can provide you with further details. If there's anything else we can be of help with, don't hesitate to reach us at ***************************************.

• Initial Complaint

  Date:04/08/2024

  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 last two times Ive ordered from here I have not gotten our food. The first no driver showed up after an hour of the food being done. The second it was delivered but wasnt actually delivered.

  Business Response

  Date: 04/08/2024

  Hey *****! We're sorry to hear about your experience. After reviewing your interaction about Order ********* with *****************************, our team has already reached out to you with an email to share the findings of our investigation. Regardless of our committed effort on collaborating with our pizzeria partners to ***** you admirable and excellent service, its quite unfortunate that we didnt meet up with the supposition this time. I really apologize that you have not received the order so the order was fully refunded, $99.23. The money will be back in your bank account in 3-5 business days, depending on your bank provider. If there's anything else we can be of help with, don't hesitate to reach us at ***************************************.
  
  

• Initial Complaint

  Date:03/18/2024

  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.

  I ordered dinner and the app asks for your ADDRESS and TIP AMOUNT so I thought it was delivery. I quickly realized it was set for pick up so I chatted with the *** immediately. I was told by ******** that it is "no problem" and he called the restaurant and switched it to delivery. As I wait, I get a text that the restaurant doesnt offer delivery through the app and the order is ready and I have to PICK IT UP. Well.... I don't have a car, it' being serviced. I called Slice and chatted with someone and they said I was out of luck and would not give me a refund.

  Customer Answer

  Date: 03/18/2024

  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:03/14/2024

  Type:Billing 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 Monday March 11th I ordered pizzas via Slice app from ************* order #********* and it said it could be picked up. After ordering I realized the drive would take almost 7 hours! I called Bigfoot and asked them to cancel and they agreed and told me to call Slice also and get them to cancel. I called Slice they said they had to call Bigfoot to cancel and they said ******* said no. They lied.This went wrong for me i am out *************************************************************** the first place and a then the pizza place lying about tge cacellation.Last night I order pizzas from ************* from your app order #********* and it said it could be picked up. After ordering realized the drive would take almost 7 hours! I called Bigfoot and asked them to cancel and they agreed and told me to call Slice also and get them to cancel. I called Slice they said they had to call Bigfoot to cancel and they said ******* said no. They lied.This went wrong for me i am out *************************************************************** the first place and a then the pizza place lying about tge cacellation. Last night I order pizzas from ************* from your app order #********* and it said it could be picked up. After ordering realized the drive would take almost 7 hours! I called Bigfoot and asked them to cancel and they agreed and told me to call Slice also and get them to cancel. I called Slice they said they had to call Bigfoot to cancel and they said ******* said no. They lied.This went wrong for me i am out *************************************************************** the first place and a then the pizza place lying about tge cacellation.I am requesting a refund of $50.95.Please contact me with any questions.******************* ************

  Business Response

  Date: 03/14/2024

  Hey *****! We're sorry to hear about your experience. After reviewing your interaction about Order ********* with ************** our team have already reached out to you with an email to share the findings of our investigation. Due to the fact that the restaurant has prepared the food, and the funds belong to them, unfortunately, we are not able to refund the order without their authorization. Whenever you are placing the order, you can always see all of the details of the restaurant, the items selected and everything will be shown at the checkout as well before purchasing for a double-check. I recommend reaching out to your bank provider directly to discuss the situation so they can provide you with further details. If there's anything else we can be of help with, don't hesitate to reach us at ****************************************

• Initial Complaint

  Date:03/12/2024

  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 3/11 I started an order through slice. There was no option to select delivery time on the first page so I hit the next button. Instead of giving me the option to select the delivery time I recieved an "your order has been placed" message. I immediately reached out to Slice (within 2-3 minutes of the message) and was told that there was no way to cancel the order. In the past I've been able to select the delivery time, had a check button (e.g. "Are you sure you want to place this order"), and received a receipt. This time, it placed the order with a single click, I didn't receive a receipt from slice, and they refused to cancel the order. When I contacted the pizzaria they said that slice called to CONFIRM the order, not to cancel it.

  Business Response

  Date: 03/14/2024

  Hi *****! We are sorry to hear about your experience. Upon checking into the system, there is no order with ************************************* or your phone number that you left on that day, but looking further, there is an order for *************************** which was placed on that day with the amount that you added and the email is ********************************* so that is why you did not receive any email receipt. Also, you reached our Customer Support team to cancel the order since it was placed by mistake but the restaurant made the food already and were unable to cancel, once the food is made, we cannot cancel any orders without their authorization since all of the funds belong to them. If there's anything else we can be of help with, don't hesitate to reach us at ***************************************.

  Customer Answer

  Date: 03/19/2024

  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:

  Thank you for your response.  However, the pizzaria did not deliver the pizza on the original date Monday or on any subsequent date.  They did not call or write myself or *****, and we confirmed with the front desk that pizza was never dropped off.  So at this point I've paid for pizza that was never delivered.  Please refund my order. 

   

   

   

   

   

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

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

  Customer Answer

  Date: 03/31/2024

  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:

  While I appreciate your response I find it unbelievable that you can charge my credit card but not process a refund.  I have indeed opened up a disputed transaction with my bank and I will not be using your service in the future.  Saying that you can charge a customer but not refund their order when it's not delivered is no way to run a business.
  

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

  Business Response

  Date: 05/01/2024

  Hi there, upon checking into the system, our team has already reached out to you with an email to share the findings of our investigation. Due to the fact that the restaurant has prepared the food, and the funds belong to them, unfortunately, we are not able to refund the order without their authorization. However, I recommend reaching out to your bank provider directly to discuss the situation and explore any possible options for a refund. We really apologize for the inconvenience. If there's anything else we can be of help with, don't hesitate to reach us at ***************************************.