Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/06/2024

  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 emailed a complaint, waited, emailed again, waited then called. I was informed that when i called it was past the time they could correct the mistake according to them. This cost me money.

  The total cost to me was $27.91. I ordered my pizza on 11/16/2024. I emailed a link on their website that was labeled "customer satisfaction" same day I believe or the day after, i do not recall. I want to add i paid for additional toppings and there was a bare space on my pizza big enough to fit a large soda into without touching cheese or toppings (that i paid an additional cost to have). ******** offered me a 20% discount over the phone that she said she would apply to my next order. Not only did i not get what i paid for, the only solution they offered was for me to shop with them again. Thats a really silly solution to me not getting what i paid for. I literally paid them money that i earned, no government assistance program, no loans or credits, just my cash that i earned working an honest job, I paid them money to give me what they represented that they were selling. I feel i did not recive what i was promised in exchange for my money. Therefore i would like you to assist me in coming to a resolution with Creno's Pizza that does not include me having to give them more of my money which seems to be the only solution they can come up with. I want my money, i want an apology, i want the world to  to stop being okay with small people getting lied to just so greedy can have my money. 

  Customer Answer

  Date: 12/06/2024

  Sorry, I had ordered a pizza from this location that was bare in the middle to the dough. I emailed their customer satisfaction email they provided on their website. After a few days and no response, I emailed them a follow up. After not hearing anything from them after a few more days I called the store asking if they had seen my email. The manager informed me that she hadnt heard anything and that it was the owner that the emails went to and that he may have been to busy to have seen my email. I explained my complaint to her and she told me initially that she could not help me due to how long ago I had ordered the pizza. After I explain to her the issue that I had with the Pizza and asked if there was any resolution we could come to she offered me 20% off my next order. The toppings that I had ordered that came with the pizza cost over three dollars separate so the 20% wouldnt even cover what I didnt even initially receive, after explaining to her, I wasnt satisfied with that. They told me there wasnt anything I can do. 

  Customer Answer

  Date: 12/06/2024

  The total cost to me was $27.91. I ordered my pizza on 11/16/2024. I emailed a link on their website that was labeled "customer satisfaction" same day I believe or the day after, i do not recall. I want to add i paid for additional toppings and there was a bare space on my pizza big enough to fit a large soda into without touching cheese or toppings (that i paid an additional cost to have). ******** offered me a 20% discount over the phone that she said she would apply to my next order. Not only did i not get what i paid for, the only solution they offered was for me to shop with them again. Thats a really silly solution to me not getting what i paid for. I literally paid them money that i earned, no government assistance program, no loans or credits, just my cash that i earned working an honest job, I paid them money to give me what they represented that they were selling. I feel i did not recive what i was promised in exchange for my money. Therefore i would like you to assist me in coming to a resolution with Creno's Pizza that does not include me having to give them more of my money which seems to be the only solution they can come up with. I want my money, i want an apology, i want the world to  to stop being okay with small people getting lied to just so greedy can have my money. 

  Business Response

  Date: 12/17/2024

  We would have been more than happy to help this customer if he had contacted us. Instead, he messaged a corporate website about his complaints. When he didnt get a response, he called to berate our manager and then went online to write a long, unwarranted, ridiculous review. Our manager followed protocol and offered him a discount even though it had been a week after his initial order, with no proof whatsoever of a poor product on our part. Instead of taking us up on the offer, he decided to take this to absurd lengths. He has been banned from our system and we will no longer respond to this nonsense. We appreciate that the BBB is only doing their job, but these things should be screened or reviewed before taking it this far. 

  Customer Answer

  Date: 12/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22650544
  
  I am rejecting this response because: 
       
         After ordering online, I went back to Crenos website within an hour to register my complaint. The link I clicked was customer satisfaction I was not alerted that this was not the correct course of action or link to use to file a complaint and to me it seemed like the obvious step to take when it came to me, the customer, and my satisfaction. In my original email all I requested was for someone representing the ***** ******** to  contact me as I would like to discuss the matter. After no response for several days I sent a follow up email only requesting that someone from the heath ******** reach out to me to discuss the matter. After hearing nothing after several more days I called the store itself. ******** answered the phone. She identified herself as the manager of the store. I asked her if she had received any information regarding my experience. She told me no. I explain that I had sent an email to the customer satisfaction link on their website. ********  informed me that the owner of her store was the one who received the emails that it linked to. She informed me that the owner may have been too busy to have gotten to my email yet. When I described my situation and experience to ******** she did tell me that too much time had passed since I originally ordered the pizza and that they wouldnt be able to refund it. I hadnt asked for a refund. She told me what they could do was give me 20% off of my next order with them. My  complaint was that I had paid for extra toppings on top of the original price of the pizza. Her solution to me not receiving the product I originally paid for was to give me a discount if I chose to pay them more money for more product, which I do not want to do. In the response from the business it was stated that I berated ******** over the phone. This accusation is not only unfounded, a flat out lie and slander, but a WILD response to receive from the owner of a company in regards to a simple complaint. It is the furthest thing that you could have ever picked to accuse me of as I practice, humanity, love and Taoism. I have over ******************************************************** my life treat a fellow human negatively based off of the company that they work for. Youve also stated that I am permanently banned from your store. You had no need to worry of any return business from me. I am not only unsatisfied with this response from the owner, I am now more upset at this issue than I ever should have been. All I asked was for someone from the company to talk to me. The company refused or ignored my request until i spoke up about it. I do not appreciate anyone making false accusations towards me and now I would like an apology as well. This is not an appropriate response from a company over a simple mistake they had made. 
  Regards,
  
  **** ****