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Complaint Details
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Initial Complaint
10/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Catering Roche Bros. ruined an event doing at the State House by not delivering the food to event and then not reimburse me. On 9/27/23, Roche Bros. were supposed to deliver food at 10:45 a.m. to the House Members Lounge in the State ***********. My event from 11am- 12pm involved lunch/bill briefing for Rep/Senators.10:45 ***** the woman from catering called; were going to be 10 minutes late. 11:10 a.m. Park Rangers from downstairs call me. They were done with the security with delivery guy-asked me if I wanted him to be sent up with the food. yes. directions were deliver food to House Members Lounge on 3rd floor. Written on order and told to the caterer ****pm food still never came. People left hungry Call catering lady multiple times 11-1215. Delivery man was not answering the phone for lady. I want my money back . The ******* told catering lady to tell me they would reimburse me half of my money, because I hadn't gotten the food which was $581. I have a copy of this voicemail. called to complain that want ALL my money, the asst ******* told me now that I get a $50 gift certificate because delivery man stated he did deliver food to building. man left food in empty room on 3rd floor with no people around.He blamed it on security people and he said had to go through security multiple times when he was going to the third floor. Not true.following day I call catering *******, who tried to blame security people. She said the security people took the food from delivery driver on the 1st floor, and they were the ones who took food to 3rd fl and put the food in the empty room. I said yesterday I was told the delivery driver went 3rd floor and that security stopped him multiple times. She got mad and said what do you want? I said want all my money back. She said done. This was on 9/29/23.I call again on 10/6/23. said she would look into why I didnt have my money. Called catering ******* again 10/13/23, left a vm. Never call me back.
Business response
10/18/2023
Unfortunately, due to a miscommunication, our team delivered the food to the wrong room. We are sorry for this customer's experience and have fully refunded the order. We confirmed that the refund posted to the customer's card on 10/13/2023.Customer response
10/18/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
06/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Sat Jun 24 2023 I ordered my food shopping online from ROCHE **** which they will deliver my food shopping sun Jun 25 2023 Well sun Jun 25 I went online to check my bank statement and I noticed that a one dollar was taken out of my bank account I called ******************** **** sun Jun 25 2023 and I talked to the supervisor ************ asked ***** why did they take one dollar out of my account for. ***** replied the company does this to make sure your debit is valid and they will put back the dollar once when they deliver your food shopping for sun Jun ****************************************************************************************** back my dollar that they took out.Mon Jun 26 2023 I called Roche **** again and I talked to the supervisor and ***** gave me this phone number ************ So ***** connected me to Roche **** help desk and all I got was a recording telling me that all the workers were assisting other customers so I tried 3 more times and I got the same recording at the end I never talked to anybody Please help me get that one dollar back because I feel this company didnt ask they just took which to me that isnt right at allBusiness response
06/27/2023
Spoke with customer by phone on Tuesday, June 27, 2023 and explained that when going through online checkout, an automatic preauthorization of $1 is performed on the payment provided, allowing us to validate the card. Though we do instantly void this charge, it may take a few days to be reflected in an online bank statement. We verified with our payment processor that this charge was reversed on our end as of 6/24/23, with the $1 returned to the customer. Customer was satisfied with this response by phone.Customer response
06/27/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************
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