ComplaintsforPortofino Pizzeria

• Initial Complaint

  11/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/4, I ordered a large pizza and was told it was not enough for delivery. So I ordered a small salad. I also asked to add a 15% tip for the driver. According to the menu, I thought the pizza was $15.00 and the salad was $5.75. I expected it to be $23.85. My credit card reflected a $39.99 charge. On 11/5, I ordered a large pizza, again thinking it was $15.00, I was told the same thing that it was not enough for delivery so I ordered bread sticks which I though was $5.00 along with a 15% tip. I expected the charge to be $22.00 but my card was charged $30.95. I telephoned and spoke to Frank who stated he was the owner. He was rude, disrespectful and condescending. He never apologized but admitted I was overcharged by what he thinks is $12.00, he could not give me a breakdown but indicated it was my fault as I said 15% and on busy nights they round up tips? Not to the dollar but a couple dollars. I requested my credit card be credited and he said he could not do that and I would need to pick it up the $12.00. I explained that I am in another state, *** It didn’t matter. That was the only way to get a refund. I felt my daughter could pick it up as she lives in ** but she chose not too as to not get involved. I am 68 yes old and have owned my own business as well as have worked in customer service over 30 years and never have I had such an unpleasant experience with an owner of an establishment. I have a very hard time believing Frank is the owner and how he has managed to stay in business for 15 yrs! It’s not the $12.00 but the overcharge and disrespect to a customer he showed me for questioning it. If they did that to me, I imagine they have a racket going on doing it to everyone and in todays world people just don’t have the time to question it. Please see if my credit card can be refunded or a check mailed to me. I appreciate your assistance. ******** *********

  Business response

  01/04/2023

  Hello my name is Frank   Owner of Portofinos located in ******* **  I received a letter of a complaint that I was well aware of and spent an hour on the phone with the customer   I was responsive and came to a solution with her to give her back the tip portion of the bill that was spent in two different nights   As of today her money is still here I'm not quite sure what to do at this point    My cell phone is +*********** please call for questions   Thank you

  Customer response

  01/05/2023

  ***** ******** ********* *********************** ***** ********* ******* ** **** **** ** *** ********** *********************** ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********  

  He did not spend an hour on the phone with me.  The time that was spent on the phone with me was abusive.  After giving my credit card for a purchase, this establishment took it upon themselves to “increase” the tip portion of my purchase to $20.00 and then Frank was  arrogant when I called them on it and requested reimbursement.

   

  Their “resolution” was for me to drive 1 1/2 hours to pick up my $20.00 that they would leave on their counter. I explained I lived in ** and was visiting my daughter in *********** when this purchase took place. I never received an apology. My daughter did not wish to become involved by picking up the 20.00 when she heard how abusive he was to me. 

   

  The resolution I suggested was that my credit card be reimbursed for the over charge. Frank said they could not do that.  So if that is still not possible, I would like a 20.00 check sent yo my home address so that I am not further inconvenienced.

   

  My address is * ****** ****** ********* *** *****

   

  What this establishment did was no error. It was deliberate. Because if it was simply an error, there would have been an immediate admission, an apology as well as a resolution not at the inconvenience of the customer. I would imagine things of this take place all the time with this establishment. I was told “in the future don’t give a percentage for a tip (I gave 15%) because their  staff doesn’t have the means to figure out what that is (I guess no one working there took basic math in school) He indicated by giving a percentage for a tip, I was at fault and in the future to give a dollar amount.  What I find so comical is that Frank said HE took the order when I called lol so that means he does not know how to do math and he himself made this mistake.  Outrageous and  absurd. I’m sure in this busy world we live, very few people actually check their charges on their credit cards and therefore establishments get away with overcharging their customers.  It was never the $20.00 but the principle. When I give my credit card number to anyone I expect them to respect it and only charge the amount I gave permission for. 

   

  I will never deal with this business again nor recommend them to anyone. Frank is an arrogant dishonest person and from the minute I called to advise him of these overcharges he bacame belligerent and abusive.

   

  I’m 68 years old and well respected by everyone I know. I worked in customer service for years and was a ****** ******* I know abuse when I see it.

   

  Sincerely,

   

  ******** *********

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