ComplaintsforLou Malnati's - Lakewood

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 1st I placed an online order at loumalnatis.com for food to be delivered to my family who lives in ************ choose to pay online as the food was a gift. The food was delivered on Sunday July 2nd and soon after I received a call from **** (manager) who stated that they had not received payment. While on the phone I viewed my BOA statement and it read that the payment for $141.46 was pending. I told this to **** along with sending him a screenshot of the pending charge, and stated that I did not want to give him my credit card a second time, but he insisted. He told me they had recently had a change in their system and the payment was not received on their end. He assured me that if I was charged twice, it would be a simple call back and they would credit me the money. On July 3rd the payment for $141.46 went through and then on July 4th a payment for $115.46 went through. On July 7th I called and again spoke with ****, and he assured me he would put it through to corporate and I would be refunded for the $115.46 as they omitted the delivery charge. No refund was ever issued. On July 17th I spoke with a different manager, **** who assured me in 48 hours I would be issued a refund and that they typically do not charge for delivery. However, again no issue was ever refunded. On July 27th I called the corporate office and left a message and never received a call back.At this point Im just trying to recover the money from the duplicate charges. The unresponsiveness of the merchant to address the issue has left me disappointed and frustrated. *** reached out multiple times and have tried to give them the benefit of the doubt to address the issue through normal channels.

  Business response

  08/24/2023

  I just left you a voicemail. Give me a call. I am the General Manager here. I will try and take care of you. Just need some informatio,

   

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

  Customer response

  08/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The general manager reached out, spoke to my wife, finally issued a refund.  We appreciate it although it's absurd that it took this long.

  We greatly appreciate your assistance. 

  
  Sincerely,
  
  *****************************

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