Business ProfileforLuxor Lounge & Bistro

On April 11, 2022 I placed an online pickup order via Door Dash, but the order was never confirmed. After about ***** minutes, I called the restaurant directly and spoke to a member of the kitchen staff. This female staff member told me that because they had parties going on and a live band present that night, they were not honoring Door Dash online orders and I would need to come to the restaurant to place my order in-person. I asked the female staff how would I receive my money back from the online order and she clearly stated to me that the online order would automatically cancel out of their system and the charge would fall off of my account. On April 15th, I checked my bank account only to see that the charge for the online order that was supposed to have been canceled actually processed on my account as a valid charge, indicating that I in fact paid for the online order of $12.72 AND the order I placed in-person for $31.22 at the restaurant on the 11th. I contacted the owner/representative immediately after noticing the uncanceled charge for $12.72 at the contact number on this complaint, explained the situation and error, and she asked that I text her a copy of all supporting documentation I had, including original receipts and Door Dash correspondence. She then informed me that she would "contact accounting and have the issue resolved as soon as possible and follow up with me". I attempted to contact her again via text on April 22nd requesting an update, but received no response to date. I also contacted Door Dash and a representative stated that they could not process the refund because I contacted them more than 24 hours after my initial order.**At last response by BBB, the owner stated on May 7, 2022 that a refund would be mailed to me within 5-7 business days. To date, no refund check has been received, thus, I am submitting a 2nd complaint on June 3, 2022. Also, I provided sufficient evidence that the order did NOT cancel and was charged to my account.