ComplaintsforPaulie's Pizza of Clifton park

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered from Paulie's Pizza last night through **** ***.my order came and I sat down to eat ,my first bite I bit into a chicken bone resulting in loosening my tooth.i called Paulie's and explained to them the situation and the result was they were going to make me a different sub.i waited and no one came.so I called today and talked to the owner who directly called me a liar was rude and told me to do whatever I wanted he's been threatened by bbb many times and he don't care.now I have to see a dentist I still have the bone and I want something done not only have I been injured but he belittled me as well.

  Business response

  10/12/2021

  ********* called on Saturday explained that she picked up her order and brought it home. This statement was found to be not true, she ordered on ******** and her order was delivered by ********, her dashers name was Mark. When she called she explained that she found a bone in her crispy chicken wrap. Although, highly unlikely we believed her. We have sold tens of thousands of chicken tenders in our almost 7 years of business with two locations and have never once had this happen. We exclusively use **** brand chicken tenders. To further the unlikelihood of this happening, we dice our tenders into small pieces before they are placed into any wraps. Even though we do not believe her, because she was unhappy with her order we offered to make her something else for free. She asked for a chicken Parmesan sub which we agreed to make. My staff made a beautiful sub for her, it took about 15 minutes to make and it came out absolutely perfect. Such a shame that she decided not to come and get it. About 15 minutes before we closed we called her to ask if she was coming in soon however she did not answer. My staff left that night upset and bitter that a sub we worked hard on was just left here forgotten.
  

  On Sunday, ********* called back about what had happened. She explained that she ordered on *******, again this was untrue. It might seem immaterial but when we deal with hundreds of orders per day it is very difficult to verify her order when she is giving us false information. After finding her order she explained that she expected her order to be delivered. We explained that ******** will not do that for us and that we couldn’t deliver, especially because we did not have her address. ******** keeps all customer info private other than first name. She said she gave us her address, again untrue and that we said mike would deliver. Again not true, we don’t have anyone on staff named mike. This ended up being a very unfortunate situation. Myself and my team did everything we could to help ********* but instead she continues to make false statements and try to tarnish our good reputation all over a simple crispy chicken wrap

  Customer response

  10/13/2021

  Paulie's says that they have never had bones in their tenders in 7 years well I still have the bone in a baggy.i gave them every opportunity to rectify the situation and they made it clear they were not going to.the owner was rude and sympathetic now I have a loose tooth that needs to be repaired I'm out 20 dollars I spent on food and a restaurant I will never order from again.there should be some customer protection I understand this is a he said she said situation I am willing to take a lie detector test I do not lie nor do I need to they flat out said I was a liar which I am not......I want my money back as well as my tooth fixed their food caused my tooth to loosen as well as being painful I want something done about the poor customer service as well as holding them accountable.

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