ComplaintsforBuca DI Beppo

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is *********************. There are 2 outstanding invoices for $6,865 for Buca **********. We have performed the services on 11/07/2023 (Invoice#****) and 11/20/2023 (Invoice#****). These invoices were approved by restaurant manager ******************************* before our techs came out to do the repair work. It has been 4 months since the service date. We have tried contacting *********************** regarding payments numerous times and had no solution. Please get this solved at your top priority.

  Business response

  04/11/2024

  ********************* has been paid; check mailed as of 4/11. Thank you!

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went out of my way to triple. Check the use of a $25 off coupon if you spend $50 and we spent more than $50 for 3 people.They never take your order on paper they don't remember what you are asking them Their service is totally unfriendly and slowe even when they're not busy. Their oil is rancid. They tell you they don't have butter and bread when they do. They do it so you will buy something else. They don't listen to your instructions and mess everything up. So I had a coupon for them in conjunction with an application called inkind. I saw the bill. It was not $88. It was sixty six dollars reflecting twenty five dollars off. The manager went into the back room behind our back. To add twenty five dollars back on two the bill. She put the bill back to eighty eight dollars from sixty six dollars. I signed up for the birthday club three weeks ago and I got nothing from my birthday.They're not friendly. They always act like they are afraid. You may get an advantage from them because they're so cheap. We paid approximately one hundred thirteen dollars because they overcharged us by twenty five dollars. I checked the coupon over 5 times and they even told me over the phone it was valid. They get you in the door to bait and switch..

  Business response

  03/13/2024

  The Divisional Vice President has reached out and recovered *********************. Thank you!

• Initial Complaint

  01/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We went to Buca's to celebrate our sons 18th birthday on 1/20/2024. We had a reservation set for 6pm for a party of 13. Sunday was our server, immediately we noticed she was overwhelmed w/ the number of tables she was serving simultaneously. Our family ordered drinks and 3 were left without drinks for over an hour. We asked several times which made Sunday upset. We asked for straws she threw them at us in an aggressive manner and walked away. Again, we asked for ******* and had to wait 30 mins while eating. Then, while collecting serving platters/dishes she placed the pizza board as a base and began stacking dishes on top somehow dishes slipped and landed on her foot. ********, a coworker came to help and advised Sunday that her stacking was dangerous, and she implied "I like to stack that way, and I am fine" they both bent down to pick up plates from the floor. When we got our bill, we noticed we were overcharged for a beer of course that didn't get fixed, and I was ready to go. We could not enjoy our sons dinner and I was extremely embarrassed that my family must go through this. ****** wasn't getting a tip from my husband so she began crying and yelling she should *** MY SON for intentionally dropping plates on her foot. We paid for the food and left. We asked to speak w/ the manager, but he was overwhelmed in the kitchen and had nothing to say to us. We will NEVER be coming back to Buca's again. Thanks for ruining our son's 18th birthday, this memory will stay w/ us forever. ******** was a sweetheart and took down my information but sadly I never got a call from a regional manager. STORE # **** *********, **.

• Initial Complaint

  01/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On December 23, 2023, my family and I ordered a delivery of the Cheese Manicotti and Baked Ziti via the Buca Di Beppo website. Shortly after, we started exhibiting flu-like symptoms, and I was hospitalized three days later, where the tests showed positive results for COVID-19 and Influenza A. We are certain it was the food because we had not eaten other outside food and we had been staying home since I had just gotten my wisdom teeth out (this was my "soft food progression"). I called the restaurant on December 26, 2023, to inform them of my situation after returning home from the hospital. I spoke to the location manager named **** who was very apologetic for my situation and assured me that corporate would contact me shortly to issue a refund and take action. I never received a phone call from corporate, and I tried to contact them via the corporate number and the website "contact us" form. I even left a ****** Review warning others about eating at this establishment, and the restaurant left a response to contact them for someone to reach out to me. After nearly a whole month, I have not been reached out to, nor have I been able to get in contact with a human being from corporate.As a result of this, I filed a dispute with my credit card company to reverse the charge since I did not spend nearly $100 to be sick for a month (especially after getting my wisdom teeth out during my winter break from school). The dispute was initially approved, and then I got re-charged nearly two weeks later. I am so confused about how this company would not respond to any of my attempts to contact someone for help, yet would charge back the dispute to my credit card company. I have exhausted my abilities to get this refund--$92.04 may not seem like a lot, but as a full-time student who works three jobs to make ends meet, it is not an easy spend. I have been a fan of Buca's for some time and never had any issues before this, and I expected a swift resolution.

  Business response

  01/26/2024

  Guest has been contacted and issued a full refund as of 1/26/2024.

  Customer response

  01/31/2024

  I have not been contacted by Buca Di Beppo nor have I received a refund. I checked my credit card activity and it still shows the charge back and no updates. Please help ensure that I am able to receive the refund as stated by the business. (It says as of 1/26, and today is 1/31).

  Additional information: My order was from Buca Di Beppo at *********************************************************, and the general manager I spoke to was *********

  Customer response

  01/31/2024

  Hello,

  When reviewing the original complaint, I noticed that certain information showed as "not provided". In order to fix that, I filled in the blanks for details that were listed as such and also provided the receipt as evidence. 

  Customer response

  01/31/2024

  Hello,

  When reviewing the original complaint, I noticed that certain information showed as "not provided". In order to fix that, I filled in the blanks for details that were listed as such and also provided the receipt as evidence. 

  Customer response

  01/31/2024

   
  Complaint: 21173411
  
  I would be satisfied with this response if they actually contacted me and issued a full refund; however, I checked my statement and called my credit card company to speak with them and they informed me that there has been no such refund received, nor has the company called to reach out to me. I really would like to have this matter properly addressed with a full refund ASAP.
  
  Sincerely,
  
  *************************

  Business response

  02/15/2024

  The guest previously contacted their credit card issuer and disputed this transaction, which resulted in a chargeback to account on 1/8/24. Since the chargeback was already processed and the guest has already received a refund as part of the dispute process, the system is blocking the refund attempt. 

  Customer response

  02/26/2024

   
  Complaint: 21173411
  
  I am rejecting this response because I have no record of receiving a refund from Buca Di Beppo at any point; when I disputed the charge, I received provisional credit from Discover; however, once Buca Di Beppo initiated the chargeback, the provisional credit was removed, and I had to pay the $92.04 on my last statement. Attached is a copy of my last payment/statement containing this information. 

  When reaching out to Discover for help in disputing the charge again, they instructed me to ask for written documentation from Buca Di Beppo containing the following information:

  1) Restaurant Name + Location: Buca Di Beppo, *********************************************************

  2) Date of purchase: December 23, 2023

  3) Items purchased: Small Cheese Manicotti & Small Baked Ziti

  4) Price of purchase: $92.04

  5) Last 4 digits of credit card used for this purchase: 8152

  6) Statement confirming that Buca Di Beppo promised a refund for this transaction.

  
  Since Buca Di Beppo is stating that they have been attempting to issue a refund and that it is not processing, the alternate way for this complaint to be resolved would be for Buca Di Beppo to provide me with written documentation containing the above information for me to successfully dispute the charge on my end with Discover. Please help me resolve this matter as soon as possible so I may receive my money back and settle this complaint.

  
  Thank you,
  
  *************************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  11/23/2023 I ordered thanksgiving dinner for my party. Picked it up and this is what it looked like. See pictures of what is suppose to be slices of breast of turkey and pumpkin pie. I called up and spoke with the manager that evening after we opened packages. He said yo email him the next day with pics and details. He offered a gift card which I declined. I asked for refund. He agreed but to date I have not received a refund. I had to purchase food elsewhere. I followed up and now he is saying credit was rejected by credit card company. I called up credit card company and they show no transaction of recent credit declined. He offered gift card again and I declined. I want credit back in my credit card. I gave him card full number and exp Date. So far I do not see any refund.

  Customer response

  01/19/2024

  I have been texting multiple times with the manager, *****, and he assures me that they will correct and credit the amount of $174.40 by crediting my credit card.  as of today, 1/19/2024, nothing has been done.  Credit card company informed me that no attempt to credit the amount has been recorded at their end.  

  Business response

  02/16/2024

  Guest has been refunded and contacted as of 2/16

• Initial Complaint

  12/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 25, 2023, I placed an online order with Buca Salt Lake city for the following order number# ***************** * * ***** Gorgonzola 1 x Small Feeds 3 1 x Chicken Marsala 1 x Small Feeds 3 1 x Fettuccine Alfredo ***EXTRA ALFREDO SAUCE 1 x Small Feeds 3 1 x Add Chicken 1 x Macaroni & Cheese with 1 x Apple Juice SUBTOTAL $103.99 DELIVERY CHARGE $3.99 SERVICE FEE $10.40 TAX $10.36 TIP $15.60 TOTAL $144.34 The food was supposed to come at 6:26pm but it arrived almost an hour after that (I don’t blame the restaurant for that) however when the food arrived, there was no salad, the chicken marsala lid was not put on so the marsala sauce was spilled all over the bag, there was no chicken in the chicken alfredo and there was no drink for the kids meal. I called the restaurant immediately and the rep said “what do you want us to do?” You need to call ********. I said ******** didn’t prepare the food or put the food in the bag. Rep wasn’t listening so I called ******** who advised that I needed to take the issue up with Buca di Beppo salt lake so ******** placed me on hold and called Buca di Beppo who stated they would call me to resolve the matter but no one called. I then called Buca di Beppo Salt Lake back and spoke with Manager Joe, who after explaining the situation stated he would issue me a full refund. I called back on November 30 after not seeing a refund and he stated he would re-issue it. Called back December 8, 2023 after not seeing the refund still and they said they would call me back. It does not take this long to get a refund. I just want my money back and to be done with this Matter.

  Customer response

  12/12/2023

  Spoke with good morning, Dawn and a refund was issued today. We can close this case

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally bought a gift card two years ago with $300 on it. We have since used it but there was $48 remaining. When I go to check the balance it says theres $48 remaining as of 2022 when we last used it but then I went to the restaurant and got dinner and they would not accept it because they said the balance is showing up as zero dollars on their side. I talked to the manager and showed her the email/ gift card balance currently showing $48 and she said she was not able to help as well. I called their customer service, and it went to voicemail. I will be disputing with my bank next. We only went to Buca because we had that money remaining & a $20 birthday coupon. I went for my birthday and we couldve literally went anywhere else but drove all the way to Lombard just to go there because we had our gift card.

  Business response

  12/07/2023

  The remaining $48.65 gift card balance was used on 7/17/2022. Please see transaction details below-

  12/1/2021 - Card purchased; Balance $300.00
  1/12/2022 - Card redeemed for $58.30 @ Buca Lombard; Balance $241.70
  1/14/2022 - Card redeemed for $68.20 @ Buca Lombard; Balance $173.50
  1/23/2022 - Card redeemed for $85.25 @ Buca Lombard; Balance $88.25
  3/17/2022- Card redeemed for $39.60 @ Buca Lombard; Balance $48.65
  7/17/2022 - Card redeemed for $48.65 @ Buca Lombard; Balance $0.00

• Initial Complaint

  11/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Did not deliver items as ordered or as advertised on website

  Business response

  12/04/2023

  This order was refunded on 11/4.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/5/23, we made reservations at Store ***** for a party of 9 (7 adults+2 kids). The restaurant confirmed and that they weren't busy. We arrived at approximately 4:30PM, the restaurant was not busy. We had issues with every part of our meal. The drinks were not fully served until almost 30 minutes after sitting. The soft drinks had no carbonation and the server confirmed that the machine experienced a problem and a technician was there to fix it and we would need to order something else without carbonation. There was over an hour wait until we were brought our entrees, and this was after the server telling us they were almost ready and then another woman presumed to be the manager coming to our table and saying that our order was lost by the kitched and our food would be priority 1 at that point. This was despite us receiving the sald that we ordered 30 minutes prior and receiving an adult pizza for one of the kids who ordered a kids pizza. We ordered 4 entrees and the 4th arrived much latger than the other 3 and was not correct. Despite the acknowledgement of this and other issues, our bill arrived with no adjustments. I had to locate the manager and despite me not raising my voice, she was very confrontational. The most apalling part, to top it all off, was that the manager was wearing a necklace that said ***** ***', but it was fully spelled out. I could not believe a corporate hospitality business would have someone who interfaced with customers wear something such as this. The description above is a very high-level overview of the problems experienced, due to the character limit and I would relay the entire episode to a company representative if they would contact me.

  Business response

  09/02/2023

  Divisional Vice President has reached out to ****** ******* and a refund has been processed.
  

  Customer response

  09/09/2023

  
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to complain about the poor service, unresponsive manager and to request a full refund at the Buca Livonia, MI restaurant. On Friday, July 7, 2023, I ordered a large Penne San Remo online (Order # ******************. When I returned home and opened the dish, I noticed that it was missing the chicken, which is not only the most important but also the most expensive part of the dish. I also did not receive the extra bread, utensils, Red Pepper Packets, or plates that I had ordered. I called the restaurant that same evening and asked to speak with the manager. Lamia H****** took my call and informed me that the manager (Christine) was too busy, but she got my name and phone number and said that Christine would call me back later that night. Unfortunately, I did not receive a call back later that night, or the next day, or the day after that. On Monday July 10, I completed and submitted my complaint on the Buca website contact page ************************************** but I have not heard back from anyone. Also, there’s no phone number provided for me to follow-up. I am very disappointed with the way that this situation has been handled. I was expecting a reasonable effort to make it right that I did not receive, as well as an apology from the manager. However, I have not received any response from the restaurant or from corporate management. To resolve this issue, I would like a full refund of $29.44. Looking forward to your reply and resolution to my problem.

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