ComplaintsforSunset Pizzeria

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The food was delivered incorrectly! I stated multiple times that I would like buffalo sauce on the side also stated that we wanted ***** dressing on the salad ordered yet both were specifically stated and written and still came incorrectly! I called to inform the business of the mistake and was received with what would you like us to do about it? I first asked for buffalo sauce to be redelivered then a few minutes later before Buffalo sauce was delivered I called back because I realized that they had given us only Italian dressing for a salad that we ordered from that point in we had already ordered over an hour ago and now 2 of the 4 items we received where incorrect so I requested a refund. **** the manager told me he could give me a $10.00 credit ? This made no sense considering the **************** was ***** alone and my order was a total of $127.44 total! Before tip!!! Completely disrespectful when I called to request a refund and was told I would receive a call back from the owner. Still no waiting for a refund and response.

  Business response

  02/24/2023

  After speaking with my staff regarding this issue, I was informed that the customer called stating that hot sauce was missing from the order and incorrect dressing was given for the salad. The customer called back to let my staff know and it was agreed upon that the driver will deliver the sauces immediately. Minutes later customer called back stating that by the time the driver arrives with the sauces the food would be cold. The manager was on the call and let them know that he would remake the whole order of chicken and a fresh salad along with the hot sauce and correct salad dressing. The customer was then demanding a full refund for the whole order of $127.44. They did not want the food remade. So the manager offered a $10 credit for the missing sauces. There was nothing wrong with the food itself, it was just missing sauces. I do understand that it can be frustrating when sauces that were ordered are missing but there was nothing wrong with the food. My staff did the right thing and tried to make it right. I personally called the customer a couple days later to discuss the situation but it went to voice-mail. We do make mistakes but we try our absolute best to make our customers happy.

  Customer response

  02/24/2023

   
  Complaint: 18947924
  
  I am rejecting this response because:
  I was entitled to a refund the order was incorrect on multiple accounts. who wants to eat wings that are plain with no sauce? Also the salad had the wrong dressing there were many errors including rude staff members when I called to resolve the issue. My guests and I had already waited for a long period of time over an hour for the first order and then to have to wait for the whole order to be remade was not realistic. So yes there was something wrong with the food bottom line. Honestly this could have been avoided if the restaurant had been understanding. I received 1 phone call regarding this matter no message was left so that I could speak to them to actually get resolution.Then this business called and hung up a few times to try to make it look like they followed up. I will not support this business again in the future.
  Sincerely,
  
  *************************************

  Business response

  03/21/2023

  I apologize that we could not come to an agreement on this issue. We tried to make it right on our part but unfortunately there is nothing we can do to satisfy you.

  Customer response

  03/22/2023

   
  Complaint: 18947924
  
  I am rejecting this response because: it should be made right! Bottom line your company did not give me what I ordered and paid for. Therefore I am entitled to a full refund and hopefully you treat your future customers with respect. 
  
  Sincerely,
  
  *************************************

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