Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/28/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had placed the order on 08/29/22 before they had close I ordered two pho vegetarian soup and I was disappointed on the soup. The reason why was because It didnt have any flavor taste like water down soup. Also speaking veggies Had a weird smell I was not happy what I got, i never tasted anything like this before I had gone to other pho places never issues with taste. I had call them following day request a refund because it wasnt worth it and told that they will give me the refund and take 5-7 business days depending on bank and wait and havent gotten anything. Id called the second time and get a different statement that they dont process payments until the end and beginning of each month but my payment went through and not happy what theyve told me because I never heard anything like this before it just seems they dont want to give me a refund,other places if something wrong they will process the refund.

  Business Response

  Date: 10/07/2022

  Customer ordered 2 veggie noodle soup and 1 spring roll on Aug 29. He complained that he didnt like the soup. Our employee apologized for the inconvenience and issued a refund immediately. Because customer called the day of we were able to cancel this transaction and his card was never charged. Customers called back a week later complaining that he never see a refund amount on his statement. We explained that we were able to cancel the transaction before we settle our credit card batch so his card was never charged in the first place.
  
  What is a Settlement in Credit Card Processing? A settlement is essentially the process for a merchant to receive their funds of their submitted batch. After a batch is submitted, the payment processor sends the transaction to the issuing bank. The issuing bank verifies the transactions. 
  
  We asked the customer to email us a snapshot of his credit card statement of the charge in question so we can take care of it immediately. After we explained this to him, we never receive any email or hear from him. This customer did return on Sep 29th and ordered the same soup again.

  Customer Answer

  Date: 10/07/2022

   I am rejecting this response because:
  I never went back on September 29 read the statement that business had and they stated that I had went back and this is a lie I never went back after the way I was treated. Yes I had called them and told me to send my bank statement which Im not going to send to them because it not necessary to send it this is the first time I heard a business like this told me to send a bank statement I dont trust unless it coming from loan company or something that need it my bank statement. Last time I had issued like this was advised to send my bank statements and my bank under investigation due my information was compromised.