ComplaintsforBuca DI Beppo

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I had dinner at the Buca di Beppo in Columbus, Ohio on Thanksgiving. The bill for the dinner was $124.59. I added a tip of $25, making the total $149.59. I paid with my **** credit card. I have a copy of the receipt. The amount charged by the restaurant against my **** account was $164.59. I called the restaurant and spoke to the manager. Her explanation for the overcharge was that the server confused my tip of $25 with another customer's tip of $40. She said she would credit my **** account for the overcharge of $15. She didn't.

  Business response

  12/23/2022

  Business Response /* (1000, 5, 2022/12/05) */ Guest has been contacted by the Divisional Vice President. $15 refund is processed and should post to their account within 5 - 7 business days. we are also sending additional bonus card for the inconveience. Thank you! Consumer Response /* (2000, 7, 2022/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) They responded in a timely manner, and did exactly what they said they did. It was more than I asked for or expected. I'm more that satisfied. Thank you, Buca.

• Initial Complaint

  10/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In reference to order number ***************** placed on October 1, 2022 at 1:51 pm amounting in $184.82. Hi, I am contacting regarding a recent delivery order that I placed on your website, in which the driver failed to deliver it properly to my location resulting in our entire order, that was designated to feed 7 people, to not arrive for my grandmothers birthday dinner. I have reached out via the contact us section on your website twice, and have attempted to call the store in Broomfield, Colorado to which no one answered. I have also been in touch with doordash who is saying the order was not placed on their website and I need to contact the Buca Di Beppo directly for help with any issues. I am getting zero response from the business after submitting a contact request and it has been 7 days. We are also frustrated because we had no back up option planned for the family event. I went so far as to reach out to the driver via text alerting him he was in the incorrect location according to his GPS map, doordash has specifically pinned my building and he was on the opposite side of the complex delivering. The driver ignored my text, left no reply and left the food in an unauthorized location. I have left proof of my contact attempt in a recent email I sent to the business for reference of this. I would highly appreciate if someone from the business would reach out to me at your earliest convenience as it has now been a week and I have heard nothing from anyone. Thank you.

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/10/13) */ Market Paisano reached out previously - refund requested for order. Should process within 5 - 7 business days. Consumer Response /* (3000, 7, 2022/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Refund has not been processed, it has been over a week since I've heard from the restaurant and was told I would be refunded. I still have not received the money back into my bank account. Not happy with this customer service experience whatsoever. This is a lot of money I spent for nothing. Not only that but my grandmothers event was ruined. It has not been made right yet by the business. Business Response /* (4000, 9, 2022/10/20) */ Divisional Vice President contacted customer, he will be executing on what was discussed to ensure everything is resolved properly. Thank you!

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered food from website, I never got food, I called to let them know twice. They said they would refund money and it's been a week and no refund. The delivery guy had wrong address, of which he sent screenshots, on my receipt there is the right address. I never got food or my refund like the manager said I was going to get.

  Business response

  10/21/2022

  Business Response /* (1000, 5, 2022/09/09) */ Refund has been requested and customer contacted by Divisional Vice President. Consumer Response /* (3000, 7, 2022/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Its been a week since someone contacted me and more then two weeks since I was told I would get refund. I have not received my refund. Business Response /* (4000, 9, 2022/09/19) */ Apologies for the delay! Followed up with Divisional Vice President and confirmed that refund has been submitted again to ensure it is received. It should process within 5 - 7 business days. Thank you!

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went into pick up my online order and the girl behind the podium gave me poor service, so I asked for a refund. Someone else behind the counter named Brittney said, " you can take the food and then call back tomorrow and get a refund. Now they are telling me that I got my food and they won't refund me. They scammed me. Their scam is to say take the food and we'll refund you later but then say that I got the food so there is no reason to refund.

  Business response

  08/03/2022

  Consumer Response /* (2000, 10, 2022/07/28) */ **************************************** Wed, Jul 27, 11:22 AM (21 hours ago) to me They already refunded me it's ok

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have never felt more uncomfortable in a filthy restaurant, if it weren't for father's day, and nowhere else to go without a reservation, I would have immediately left and never stayed. I walked in and was appalled by the lack of cleanliness of the lobby, it was disgusting...see attached photos. Then they lead us back to our table and I took pictures of nothing but dirty tables, dirty dishes, and trash all over the floors, the table they seated us at was dirty, and they weren't even very busy, I see why. They took our drink order and didn't bother asking for ID, which in the state of Utah, is highly illegal and you will be shut down on the spot for that! I couldn't believe they were serving us alcohol without carding. Service was terrible, the server was irritated and I was not having it...it took her 9 minutes to say hello as we sat there wondering if anyone worked there. The food was mediocre at best and the value is horrible! 18 dollars for a half glass of wine? REALLY? The food came out fast, but it wasn't even hot. There really isn't anything good I can say about this place and I should have gone directly to the state and health department to have them shut down (I still might). I walked out of there pissed off that I wasted my time, my money and father's day at this place and I want a full refund for all the crap I went through.

  Business response

  07/15/2022

  Business Response /* (1000, 5, 2022/06/23) */ Our Divisional Vice President reached out to this guest - we are giving full refund for experience. Guest is satisfied with this outcome. We have addressed the issues with our restaurant to help prevent them from happening in the future. Consumer Response /* (2000, 7, 2022/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have yet to receive the refund, but I accept the resolution.

• Initial Complaint

  01/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed online order ***************** on January 9, 2022. Once I was at the restaurant pick up spot, the person brought my order out to me. It was the wrong order. I have contacted the GM twice about this issue and she claims that it is a********* issue. I expect my refund of $42.00 to be expedited. Thank you.

  Business response

  02/21/2022

  Business Response /* (1000, 8, 2022/02/02) */ The guest has been contacted by the Divisional Vice President and the situation has been rectified and the guest is satisfied. Consumer Response /* (2000, 10, 2022/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  12/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On, Saturday November 27, 2021 I ordered a Large Baked Ziti, Large Stuffed Shells and Large garlic cheese bread for delivery, directly through the Buca website. My total was $131.59. I used two (2) $25 gift cards and charged the remaining $81.59 to my debit card. The order took extremely long, so the restaurant offered to cancel and reorder to try and get our order to me. After several hours the order was eventually cancelled by the restaurant. The manager Bob said he would give me a full refund. I am still waiting for my two (2) $25 gift card and $81.59 debit refund to date. I have sent several messages through the Buca website trying to seek my refund. No one is returning my messages nor is the restaurant manager offering any assistance.

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2022/01/10) */ Customer contacted by Divisional Vice President - order being refunded and cards being sent.

• Initial Complaint

  11/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have 95$gift card from Buca di Beppo, I used part and I have 59.49$ left, I went to dinner , I try to pay with gift card manager said it is not going through and no charge made on the gift card, I went home the balance disappear, I called buca multiple time to find out what kind of transaction happened on my card ,customer service they said they have no access, they asked me to email, I send more than 10 emails no response and I still do not know where is the balance disappear on my card , I have the card number and Pin if you want me to provide, or if you can find out for me the contact point about card and where I can find list of transaction to find out who did stolen my balance Please advise

  Business response

  12/15/2021

  Business Response /* (1000, 9, 2021/11/29) */ Divisional Vice President contact guest on 11/26 - resolved by sending replacement gift cards for unused portion of the gift cards mentioned, by mail. According to senior management, guest seemed pleased with resolution.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On sept12th2021 I and 3 other family members went to Buca di Beppo at the Florida mall for dinner, upon being seated we waited 10 to 15 min for someone to come over and get us beverages. Once we finally got them that was it no more beverages the server was more interested in making sure the people in the back had refills of beer and alcohol. We ordered an appetizer that shouldn't have took 20 to 25 min for cheese sticks, when she finally took our order and it came my son had to use the plate under the entre because he had no plate to eat on we had no drinks to eat our meal with I counted 8 times at least the server never checked on our meal nothing. I paid the bill and because the lack of service from the server I did not leave a good tip. When I saw the charge on my bank statement the server illegally added a 94.00 tip the server needs to be fired. My bank put a temporary credit of that amount in my account until they get a response which there still waiting for . Me and my family will never be back.

  Business response

  12/15/2021

  Business Response /* (1000, 10, 2021/11/30) */ Divisional Vice President contacted guest - refund is being issued along with gift card. Additional training being provided to staff in restaurant.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 18, 2021 I placed a phone order. It was a full pasta Alfredo tray along with a full tray of garlic bread. The lady who helped me place my order was having a hard time telling me the prices, placing my order ect. I understood and was very patient. It happens. I was told to call the next morning to confirm my order and to know the full price of my catering order. Which was $201.00 total. When I came to pick up my food I wasn't allowed to pay using the contactless feature. I had to leave and come back paying the order in full cash. After arriving to my daughters birthday party my guests and I were ready to eat and upon opening the food the pasta was very very dry. No exaggeration. I took photos, tried tossing the pasta but it was just poorly made. Both garlic bread and pasta. Unfortunately I had to go out and purchase additional food for my guests as we couldn't eat the pasta. I contacted the manager on charge named Jesus. And he apologized but told me I can only receive a partial refund in a gift card. I kindly explained that I would want my full refund as no one ate the pasta and I had both full trays. He gave me an email to send pictures and he has yet to respond. I send him the pictures on October 20, 2021 and it's been a week. I tried calling the restaurant and I haven't had any luck. The pasta was terrible for the price I paid. I was very disappointed. In the pictures you can see just how dry the pasta was. I don't want to get the order re made because it's useless. I had a terrible customer experience and I don't want to continue doing business with this restaurant in the future. I was very upset and I cried because it was very frustrating for me. Im getting the run around and I have never had any issues like this before. I was very excited for the food as it's my daughters favorite and unfortunately we all had to settle with pizza that evening. Did not receive a receipt upon paying the order. It feels like I got robbed. And it's very unfortunate.

  Business response

  11/11/2021

  Business Response /* (1000, 5, 2021/11/03) */ Divisional Vice President spoke with customer to resolve the issue. Sending $225***** Gift Card for refund and providing additional training to staff. Consumer Response /* (2000, 7, 2021/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the gentleman taking the time to figure out what happened at the restaurant. I'm more at ease knowing I will be provided a refund vs partial gift card for in use at the restaurant especially after the experience I encountered.

*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. ↩