ComplaintsforDomingo's Italian Grocery & Deli

• Initial Complaint

  06/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On ******** **** *** I place a catering order for ******** The next day, I called to cancelled the order over the phone and the person I spoke to confirmed it wouldn't be a problem and that I should call the following Wednesday to get the refund as that is when the person who does those would be in. When I called to cancel the order, the person that took the call mentioned that the order might have been started being worked on and had to check, that normally some of the pasta sauces could have been started to be made; after a brief hold she confirmed that it was okay and that those would be used on other orders. I did ask if she was sure, and she said that it was. I called the next Wednesday and spoke to ****** who promised a call back before the *** but never did call back, so I called again the next day and spoke with a guy who said he would leave the message to call me back, but again, she never did, so I came into the store Friday to see if that was easier. I was informed that she was out with ****** so I waited until the following Friday ****** and came in again. She was still out. So, it's been a bit frustrating to have been having to chase this for so long with no answers and no help offered. It has now been two and a half weeks and I just finally received a call back from the store manager, ****** who just informed me that they will not only not be issuing a refund, but instead will be only giving me store credit for just half of the amount of the order. This was definitely a surprise. I was told that the cancellation was not a problem when I initially called to make it, and that I would be getting a refund for that order; had I'd been informed this wouldn't be the case, I would have not cancelled my order and that way I wouldn't lose any money, I would at least get the food. The big issue that I find ********** probably ******** is that I have paid for something I have not received and will not be receiving. Not the product, nor the money back.

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/07/01) */ Customer was informed that we have a cancellation policy, as clearly stated on our catering menu, any cancellations must be made 48 hours prior to date of event. Customer scheduled catering for 6/4, cancelled on 6/3. When customer cancelled with store manager and insisted he get a refund, she informed him that she would check (at his insistence) if he can get a refund but could not guarantee anything, as she already let him know refund was not possible. Customer showed up at store irate and insisting we must refund him. Store Manager told him, again, she could not. When I spoke to Customer a few days later, I let him know that although it's against our store policy we would still offer him 50% store credit. Customer demanded he must get a full refund because he did not want the store credit. I apologized many times and let him know he can come in at anytime to receive his store credit. Policy is clearly stated on our Catering menu. I was out due to Covid, but continued to communicate with our Store Manager to please let customer know all information stated hereto. Customer can still come in at anytime and we will gladly provide 50% store credit or his original order, should he wish to do so.

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