ComplaintsforLa Rosa's Inc.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed a carry out order over the phone and was told it would be $20.99. Upon arriving at the restaurant, I was told it would be $35. The cashier acted indifferent to my concerns I contacted corporate who tried to explain away the situation and stopped responding when I asked them to rectify it. I don’t mind paying the price of something, but do not appreciate dishonest pricing practices.

  Business response

  08/05/2024

  Hi Mr. *****

  First of all, I would like to apologize for the delay in this response.  

  I looked up the order in question and did see that W**** applied a Buddy Card discount to your order, which you may now realize requires the account number in order to be fully applied to the order. While I am not sure why he would have done that without your inquiring about it, clearly it was there and then need to be removed in order to send your order to the pizzeria. We will share this concern with W**** as well, so that he understands not to attempt to apply a discount without a Guest asking for it.

  I am sorry for any confusion on our part.  As a sign of our apology for the misunderstanding, I have placed a credit for $35 on your account, which can be used on your next order with us.

  Thank you for contacting us.  We look forward to serving you again soon.

  K*** S******

  Director of Guest Services

  LaRosa's, Inc.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Last night my husband and I went to the business at 10pm..it said they were open till 11..we walked in ordered our pizza and sat in the dining room..a employee rudely told us that their dining room closed at 10..mind u no where did it state that..they advertised their hours as open till 11..then a second employee wanted to know what we were waiting on and my husband said a deluxe pizza and she wanted to argue about what kind of deluxe..she was very rude..I've never felt so uncomfortable in a place of business..then we get our pizza where we had ordered a pan pizza..what we got was a thin crust not pan..my husband asked the make employee at the counter is this a pan? We knew it wasn't but the guy said it was but that their employee didn't roll the crust right on the sides..we just took it unsatisfied bcause it wasn't what we ordered bcause we were so mad and uncomfortable at this point..I've never seen such horrible customer service! I hope larosas don't continue to hire employees like this and make things right for their customers

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I ordered two medium pizzas from the Seven Hills location in Cincinnati, Ohio on 11/22. My total was $31.05 and I chose the delivery option. When the young man brought my order, he just handed me my order and did not give me a receipt to sign or a copy of my receipt, as I paid online. The next day I saw the charge was updated to $36.05 and when I contacted customer support to see why it was an extra $5, I was informed that there was a $5 gratuity added to my total. I did not approve this and I did not sign for this!! As I mentioned, I was not given a receipt at all to even sign or even to have a chance to leave a tip. That is stealing! I reached out to the location’s store owner on 11/28 and left a a message, and have not heard back from her. No one has given me a refund and no one has even contacted me from that specific location regarding this issue. It is unacceptable and I will never order from this location again. I typically always give a tip when I am given a receipt to sign at delivery because I always pay online, but as I mentioned I was not given a receipt to even sign or a copy for myself! It is unprofessional and unethical to give yourself a tip with someone else’s card information! If they did this to me, I can only imagine how many others this was done to which is why no one from that store has yet to contact me back. I left a phone number AND an email for a call back so there is no reason no one from that store shouldn’t have contacted me in some way to make this situation right.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My family went to the LaRosa pizzeria, located in ***********. We had 12 adults and 7 kids. The manager and waitresses failed to inform me that gratuity charged would be added to my bill. They were no signs stating that a gratuity charge would be applied for a certain party size. I also requested for pitchers for our drinks. The waitress received the manager approval but they failed to inform me that I would be charged per a drink instead of a pitcher. I had 3 pitchers. I requested to speak with the manager and she told me that they had to do my bill this way. I explained to her that I was never told. I had added a 20 tip before I noticed that gratuity was added to my bill. I had a buddy pass but they did not bring me all of the cheese pizzas. I had to request for the pizza to be brought out.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I called customer service at ###-###-#### and Valonea was rude and asked her several times to repeat my order and she became. hostile and at that point I asked to be transferred to a supervisor. Godon put me on hold for over 25 mins and he became hostile ----------------I was truly disappointed about the service --------------------Gordon was not understanding --------------------------------------

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/30/2022 I placed an order with Larosa's - My order was incorrect and quite past the delivery time stated. I replied to my order email with my complaint and was told I needed to call a number. I called that number and was on hold for 9 minutes before I disconnected the call. I sent another email on the morning of 12/1/2022 and Larosa's replied with an email stating I had a store credit in the amount I had spent on 12/1/2022 - I emailed back and stated that I requested a refund to the card I used for the purchase. I received an email back, that I needed to call a phone number to initiate the refund to my card. I called that number and had to leave a voicemail. I received a call back from a Scott from the corporate office, that I needed to call, yet again, another number to initiate the refund. I sent an email to Larosa's and stated that I am requesting the refund to be processed and was filing this complaint. I am requesting the refund in the amount of $37.94 be placed on the card I used to process the payment.

  Business response

  12/09/2022

  Hi,

  It is my understanding that Scott and *** **** further exchanged emails on 12/1.  At that time Scott offered to send a refund check and *** **** responded with his mailing address.  I believe *** **** should have received that check.  If that is not the case, please let me know and I will work to make certain this is resolved.

  Thanks for the opportunity to be aware and to be sure this situation is taken care of.

  Sincerely,

  Kari S******

  Director of Guest Satisfaction

  LaRosa's, Inc.

  Customer response

  12/09/2022

  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.

   

  I received an email from Scott on 12/8/2022 that states:  

  *** ****,

  
  The finance department didn’t cut the check until today so it will be going out in the mail today.
  
  Thanks,
  Scott

   

  When I receive the check I will deem this acceptable.
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered 3 pizzas from the ******** location on October 31st at around 5pm. I told the person at the call center that i wanted to pick up the pizzas at 730. When i got the pizzas home, they were dried and had been sitting for two hours. I called to request a refund and was directed to the card processing people. They refuse to return my calls after i leave a message even though they say theyll call back the next day.

  Business response

  11/18/2022

  Hello,

  Closing the loop on this one.  The owner of our ******** pizzeria spoke to *** ****** on Nov 11th and did issue a refund.  It is our understanding that this matter was resolved at that time.

  Thank you,

  Kari S******

  Director of Guest Services 

  LaRosa's Inc.

  Customer response

  11/18/2022

  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. 
  
  Regards,
  
  **** ******
  

*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. ↩