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:05/17/2024

  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.

  On 5-4-24, my husband and I went to Family Pizza Restaurant in ******* ** for the first time. We ordered a large 1/2 bbq chicken, 1/2 buffalo chicken pizza with two sodas. Per the menu and the waitress, the cost of the pizza was $22.45, but when I got the check, the total charge for the pizza was $27.32. I kindly brought the small discrepancy to the waitress's attention, who brought out the manager, Holly. Holly could not explain why the charge was higher and claimed no one had ever caught the overcharge before. After about 20 minutes of waiting for the manager, two waitresses and a calculator to figure out the difference, which should have been $4.87, the manager issued an adjustment of $4.37 saying that was the difference plus tax. I did not care enough to correct them at this point and accepted the new balance of $31.62 with tax. I added $10.00 for the tip totaling $41.62, signed the receipt and left wondering how long they have been ripping off their customers. A few days later, I was paying bills and noticed a pending charge of 31.62 from Family Pizza Restaurant as well as a posted debit of 73.24. I called the manager, Holly, who again acknowledged her mistake. She said she would have the pending charge of 31.62 deleted, the overcharged amount debited back to my account, and send me a 45.00 gift card via email for the inconvenience. I again, accepted her resolution and monitored my bank account for the next few days. The pending charge was indeed deleted, and a credit of 41.62 was done, I was expecting 31.62 back but I guess she took away the waitress's 10.00 tip. I waited another few days for the gift card but did not receive it, so I sent her an email on 5-9-24 thanking her for resolving the bill issue and asked when to expect the card. To date, 5-16-24, there has been no response. I just want to say that I have been understanding and cooperative with this business, and I know mistakes happen, but I expect people to honor their promises. Through this sequence of events, Holly has had an arrogant attitude as if I had the audacity to point out the mistakes they made. Due to Hollys rude behavior, broken promise, and the shady nature of this business, I would not return to this establishment again and therefore ask that the remaining 31.62 of our bill be credited back to my account in lieu of a 45.00 gift card. I would also recommend an investigation into possible theft or embezzlement. The fact that customers unknowingly pay an extra $4-5.00 on their bill is deeply concerning, and I imagine that adds up pretty quickly for someone. Thank you for your assistance.

  Business Response

  Date: 05/28/2024

  When ********* ********** asked the server about the amount of her check I happened to be standing right there. When it was brought to my attention I immediately calculated and made the adjustment. The guest called a couple of days later to inform me of the charges on her card and I immediately credited her account and told her that any pending charges should fall off within 48 hours and to let me know if that did not happen.  I also saw that her card was used in my establishment several times throughout the year and thanked her for being a loyal customer and offered to have a $45 gift card available for her on her next visit.  She thanked me for the gift card and insisted that this was her first time here.  The gift card is still in the register if she wishes to use it. I feel I took a lot of time and energy to make sure that this guest was satisfied.  At her request for the entire refund, I have no issue with that, and it is done.