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:08/31/2022

  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 certain item off of the menu. I went to pick up my order and noticed that they added an additional item to my bill. They refused to remove the item and recalculate my bill. So I requested my money back and they refused to refund me. I left the restaurant without my food or refund of $12.20. I would like to be refunded.

  Business Response

  Date: 10/11/2022

  This is Youngoh and Mira K**, the owners of Pastrami and Things at 1234 Market St, and we are responding to your letter of a customer complaint with our daughter, Gina's help. Complaint ID ******** by ****** ******. 

  
  

  Our sincere apologies for the late response to this incident. Because our shop is in the ***** office building, any mail to this address often gets lost. Thankfully one of the main desk receptionists found several letters you sent and delivered them to us, thinking it was important! We will be more vigilant of mail in the future, but if possible please direct future communications to this email address.

  
  

  We do remember this individual as it was a very unusual occurrence, and we were both working that day and had spoken to her. The customer made an online order for pick-up, paid online, and arrived at pick up time to our store. At that time, we were very busy and there was a line of people waiting to be helped. The customer walked in already disgruntled, skipped the line, and demanded her money back for an item she paid for. At this point, we had no idea what she was talking about because she did not provide any explanation and was acting unreasonably hostile right off the bat. When attempting to ask for an explanation, she only became more angry and impatient, accusing us of adding food to her order. However, it was an online order. She chose those items and paid for them long before she entered the store. 

  Nevertheless, once we understood what she wanted, we were happy to refund her and told her we would, but that it would take some time. Because it was an online order, the payment system is separate from the system we have in the store. While on the phone with the online ordering payment system to refund her card, the customer stormed off yelling she did not want a refund or her food and left saying she will get her refund another way. This entire incident lasted less than 5 minutes. She was in our store for 4-5 minutes in total. It was upsetting to our customers who were waiting patiently in line and shocking to us as well because we tried to be as accommodating as possible and were in the process of refunding her before she stormed off. 

  
  

  If you need any more information or anything from us at all, please let us know. Thank you!

  
  

  Best,

  The K***

  Customer Answer

  Date: 10/11/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Regards,
  
  
  Everything the business said is false.  There were ***** employees there as well that witnessed the entire thing.  I never stormed in or out.  I simply requested a refund and the owners wife straight out said no.  She kept interrupting the conversation between her husband and I by saying they don’t give out refunds.  
  

  The owner stated that he would have to call someone for a refund. I was fine with that but the owners wife kept interrupting and at one time the owner had to tell her to be quiet. Since it was taking too long I had to leave since I was almost over my lunch break time and said I would dispute the charges with my bank.  If Pastrami n Things was going to give me a refund, they should have refunded me by now to my credit card.  I’m requesting for my credit card to be refunded in the amount of $12.20 as soon as possible back to my credit card.  
  

  The reply that was submitted by their daughter are all lies.  I’m sure they have surveillance in The store and the tape can be viewed so you can see or hear that I was never rude.  Pastrami n Things don’t like to give refunds.  I have several co workers that have had the same or similar issues with this company.
  

  I am requesting a refund again to my credit card as soon as possible. I’ve been waiting too long.