ComplaintsforPayne's Pizza & More

• Initial Complaint

  03/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered online my food online the food never came so I called Paynes pizza and asked where my order is they said it’s already been delivered I said to where they gave me the address and I said no that’s not the address I gave them the correct address. And the manager told me he will not refund or remake my order and send it to the correct address he said it was my fault I told him no I looked at the address before I submitted my order it was a computer glitch. And he became rude with me and said nothing he can do.. I called the tanning salon where they dropped my food at they said a guy came in and dropped it off didn’t ask for a name or anything.. they had my number they could have called me.

  

  Business response

  03/20/2024

  We received an online order from this customer on 3/12/24 at 6:03pm. When a customer places and order online they are asked to enter their delivery address or change to pick up. I have provided a screenshot of this step in the process of our online ordering. Please refer to the attachment named IMG_7685.PNG. When you start typing it gives you options below to select your desired address to make your online ordering experience as quick and easy as possible. Please refer to the attachment named IMG_7686.PNG. You will see as an example, I started typing **** (which is the beginning of the address to our restaurant) As you can see, it starts giving you about 5 options below of what your desired delivery address might be. I went ahead and selected our address so you can see this process. In the next attachment, please refer to IMG_7687.PNG you can see once we have reached the checkout page, it shows the address you have chosen once again, and it gives you an option to edit the address in case of any mistakes, without having to completely start the order process over. The address the customer typed in was **** ********** ****** *** ******, OH, as you can refer to the attachment, BBBOnlineOrderReceipt.pdf, and also the attachment the customer uploaded says the same thing. Also on both of these attachments, mine and the customers, you can see there are no extra deliver instructions asking our driver to "please call when arrive" or anything other than the address we were given. We delivered to the address we were given, like we do all online orders. We unfortunately had no control over the customer ordering their online order to the wrong address. We did exactly what they asked of us and delivered it to **** ********* ****** Rd Marion, OH. How would we know any different? We are very sorry that this happened and we highly encourage our customers to double check their orders, addresses and phone numbers when placing online orders as we can only follow the directions and addresses we are given. 

• Initial Complaint

  12/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order online at 4:22 pm for myself and two other associates for delivery at 6:00 pm. I left explicit directions on where it should be delivered at the hospital. We were at the entrance at 5:50 pm. We called at 6:15 to check to see where the order was. She said it was out for delivery. At 6:41 we called again. The girl that answered the phone said it was delivered and to where we requested at the old Main Entrance under the awning. We had been there since 5:50 and let her know we did not have it. She said she was new and couldn't help with a refund or new food when requested. We asked to speak to management. She put the phone down and no one ever came back online. We called back, told her who we were and that we needed management. She said it was a land-line and he was busy in the office. We requested she get him. He came on the line. We told him we were waiting. He said it was taken to the ER. We told him we did not have our order and would like our food delivered or our money. He got extremely aggressive and told us we did not put delivery instructions and accused us of harrassing his employees and hung up on us.

  

  Business response

  01/05/2022

  The customer called to say she didn't receive her pizza.  The driver had been to her destination, returned, and took another run.  He was also back from that run and had left again.  the food was delivered to the ER where we take all deliveries unless instructed otherwise.  I was meeting with another employee and told the girl to inform the customer that the food was delivered.  That was not good enough, and the customer was cursing at the young female employee. The customer hung up and called back and was very unpleasant to our employees. I got on the phone and was met with immediate disrespect.  The tone the customer used to speak to me was unacceptable.  I informed her that if she cursed at our employees or myself again then the phone call would be over, and nothing would be resolved.  She continued to have a condescending tone and I told her that there was no need to be disrespectful as I was not treating her in that manner.  I told her I was refunding her money since she said she didn't get the food. The money was refunded the same night.  We have no control over how many days her bank takes for it to show up.  

  Customer response

  01/06/2022

  I accept the business's response to resolve this complaint. 
  

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