ComplaintsforCastellino's Italian Market
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Complaint Details
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Initial Complaint
02/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On January I placed an order for a deliver with a total cost of $35.74. The order was never delivered. I called the business three times and was told that the delivery service they use (**** ****) never picked up the order from them. Since I did not receive any delivery, I requested a full refund and was told I would receive an email stating such. I never received an email. The charge was posted to my credit card and a credit was issued but only for $23.75. I called this business several times ABOUT THIS MATTER AND AM always told that they are looking into it, yet I have heard nothing. Today, February 9th I called again and the woman/man I spoke to refused to speak to me about this. I gave him my telephone number and email address that the order was placed under, yet he was incapable of looking it up with that information. I also gave him the date of the order, and he was also incapable of looking up the order by that. And, then the woman/man passed the buck by saying he knew nothing about it as he was not working that day. In fact the woman/man I spoke to hung up on me twice saying he did not have time to deal with me. When I called back (three times) they had the call go directly to a message but a message where you cannot leave a voicemail. I called back from my cell phone, which they answered (big surprise) and asked to speak to the manager who told me if I called again, I would not get my refund and then hung up on on me, while he cursed. This business had no problem TAKING my money, NOT DELIVERING my order,but could not be bothered to refund ALL OF MY MONEY. I SHOULD NOT HAVE TO WAIT 11 DAYS (AND COUNTING) TO HAVE the REMAINING AMOUNT OF MONEY I AM OWED OWED REFUNDED TO ME. I want the rest of my refund as I do not have the time to continue calling this business. My full refund should have been issued immediately and since it was not I should have, had to only call once -- not over and over and over again. I want the rest of my refund.Business response
03/23/2023
Hello *******!The customer ****** **** received the remainder to her original refund within the hour of her informing us of the system mistake. Because it was a delivery through ********, the delivery fee ($6.99), courier tip ($3.00), and service charge ($2.00), were never refunded in the original refund transaction (made on 1/28, same day as the canceled order). She was refunded the $11.99 (on 2/9). We also sent her a coupon for her next purchase for the trouble. Our system takes 3-5 business days for the refund to reflect on the customer's credit card statement.If you need proof of our email communications after the initial phone call I can provide that as well.I have attached proof of the transaction and both refunds.Let me know if you need anything else from me.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.