ComplaintsforGrammas Pizza - Amelia

• Initial Complaint

  08/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with the restaurant. Drove 20 minutes one direction to pick up the food, just to find out they made one sandwich wrong. Called them up, angry. Requested a refund on JUST THE ONE WRONG sandwich and was told no, only store credit despite already telling them I was never ordering there again. Told them I was going to bring the entire order back for a full refund. The "store manager* Steve told me he would call the police if I brought the food back and requested a refund. Needless to say, I'm stuck with at least one inedible sandwich. I now want my entire order refunded for the threat of police involvement

  Business response

  09/12/2023

  Please verify the name of the store and their complete mailing address.  We do not have a "*****" at this location.

  Business response

  10/11/2023

  This is **** the manger so I can either give her a full credit for her order but unfortunately policy is no cash refunds 

   

  Customer response

  10/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  We have no intention of EVER visiting this establishment again, which means the business will still be  steeling my money and provided my family with inedible food, and threatened to call the police if we attempted to return the inedible food.

  Businesses should not be allowed to bully their customers and STEAL money they are not entitled to have.  They DID NOT provide me with what I ordered, refused to take the inedible food back, threatened to call the police on us over their inedible food and acted in an unprofessional way. 

  They have taken my money and at this point, it's considered stealing sense they failed to provide me with what I thought I was paying for, which was food that could be eaten.

  I would like a full refund for the products I ordered but did not receive, which was edible food.

  Regards,
  
  ***** ******
  

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pizza took an hour and 40 minutes to get delivered,and very disrespectful on the phone!

  Business response

  03/31/2023

  Reference : ********
  
  In response to the complaint filed:
  I apologize on behalf of the business that the customer received rude and unacceptable service on their phone call. A refund isn’t possible as the company does not issue refunds but instead issues a credit for same goods/products. I can’ say to whether the customer was offered this and possible refused or if the conversation never made it that far.
  At the time, we were short staffed as everyone is both inside kitchen and on the drivers portion as well and since have hired drivers and working on training additional phone and kitchen staff as well. Hopefully this will eliminate longer wait times than expected.
  
  Sincerely
  Chris R******

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/04/22 at 19:30 I contacted Grammas ****** to order a meal using the Family Pizza and Bread Sticks coupon for $19.75. I was advised call taker that her manager notes the coupon was not a coupon but a special that was no longer that price but now $22. I advised it was a coupon still advertised on their website, she passed me on to her manager (Dave?). He continued to advised the coupon was not a coupon because it had no expiration date but I further advised that it was listed on their website as a "coupon" and since it had not expiration date that it should be honored as long as they have it posted. He advised that they have not taken it down because Google charges them money, I noted it was the cost of doing business and they should honor the coupon. He advised if I didn't like it that I could call the ************ store and talk to Nick. I called the ************ store and asked for Nick but was advised he was gone for the day so I spoke with their manager (Matt?) and explained the situation. He advised that the owner was not good at talking to Google and updating their site. He agreed the coupon should be honored and that his store would honor the coupon but he did not know about the ****** store's rules. I have attached evidence of the coupon and that their own website identifies it as a coupon and not a "special". Very poor business practices indeed.

  Business response

  11/08/2022

  We apologize for the way our former staff member handled the situation. The employees involved are no longer with us. 
  Pertaining to the website, we are currently working with a web designer to edit/redo the area that’s questionable, we have to regain access and control to the domain. 
  We apologize deeply to the customer and understand the miscommunication misunderstanding on the website it’s caused more than one issue to arise due this complication and error we are working diligently to correct it and apologize to customer wholeheartedly. Sincerely Veronica H***
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩