Complaints

This profile includes complaints for ezCater, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ezCater, Inc.

  40 Water St Fl 5 Boston, MA 02109-3604

• 

  ezCater, Inc.

  999 18th St Denver, CO 80202-2499

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:04/21/2025

  Type:Product 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.

  On April 15th, 2025, I received a notification from ezCater saying my account had been used to purchase $217.18 of food for a delivery in **********, *****. I contacted ezCater, saying my account had been hacked, and requested them to refund the full amount. They said they will try to refund the amount. This was not a satisfactory, answer so I called my credit card company, who said there was nothing they could do since the transaction was still pending.I called back to ezCater a few days later on the 21st, and requested an update on my refund status. They said that since the account was closed, they wouldn't be able to process a refund. I asked why they had closed the account, and learned it's a precautionary step they do once fraud had been ***********'s deplorable that they would immediately close any account where fraud had been reported to get out of providing a refund. Instead, they accept these fraudulent funds and rely on the customer's credit card company or banking institution to make the consumer whole - In lieu of proper security methods such as recognizing I hadn't used this account in 2+ years and understanding that I'm based in ******** and had never logged an address outside of ********* for this service.Absolutely despicable behaviour from a company skirting their responsibility of addressing fradulent orders.

  

  Business Response

  Date: 04/25/2025

  Hi *******, 
  Thank you for reaching out regarding your concerns about the unauthorized order placed on your account and the steps that followed. We understand this has been frustrating, and we sincerely apologize for the worry and inconvenience it has caused.
  
  When you told us about the unauthorized charge, our primary concern was for the security of your account and preventing anything further from happening. That's why we took the step of temporarily closing it. We want to assure you this wasn't meant to complicate getting your refund, but rather was a measure taken with your protection in mind.
  
  For unauthorized transactions like this, the most efficient and secure way for you to get your money back is usually by filing a fraud claim directly with your credit card company or bank. They have specific procedures to investigate these situations and can process a chargeback to us, which will then credit your account. This process also allows them to thoroughly investigate the fraud.
  
  We understand your feedback about the account inactivity and the delivery location being different from your usual activity. Please know that we take this seriously, and your comments are valuable. We will be reviewing this information as we continuously work to improve our security measures to better detect and prevent such incidents in the future.
  
  We have reached out to you directly with more detailed information on how to file a claim with your bank and how we can help you get your account reactivated once that's underway. Please don't hesitate to contact us directly if you have any more questions or need further assistance as you work with your bank. We're here to help guide you through this process.
  
  Thank you for bringing this to our attention. We appreciate your patience and are committed to helping you resolve this.
  
  Best regards, 
  Fulfillment Excellence Team 

• Initial Complaint

  Date:02/09/2025

  Type:Delivery 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 am filing a formal complaint regarding unfair and unethical business practices by EZ Cater. I recently completed a delivery for them, yet they withheld the $88.27 delivery fee from me simply because I was a few minutes late. However, when I use their own delivery service (EZ Dispatch), and their drivers are latewhich happens frequentlythey refuse to provide any refunds or compensation.This double standard is completely unfair and unprofessional. I successfully delivered the order, yet they kept the delivery fee, essentially stealing money for a service I provided. Meanwhile, they hold themselves to a completely different standard, always siding with their own service at the expense of their partners.I am seeking to be reimbursed the $88.27 that was unfairly taken from me and would like this issue to be formally investigated so that other restaurant partners and delivery providers are not subjected to the same exploitative practices.Thank you for your time and assistance. Please let me know the next steps in addressing this matter.

  

  Business Response

  Date: 02/10/2025

  Hello ******,

  
  Thank you for sharing your feedback with us. We genuinely understand your frustration, and we appreciate you taking the time to raise your concerns.

  
  We sincerely apologize for any confusion or upset this situation has caused. We fully recognize the impact that a late delivery can have, especially when it disrupts a customers special event. In this particular case, the order arrived 26 minutes after the scheduled event time, which affected the overall experience for the customer. Additionally, during this time of need, we were unable to make contact with the store location for an updated estimated time of arrival, which further impacted our mutual customers catering experience. After a thorough review by our Catering Operations team, **** made the decision to uphold the removal of the delivery fee, as this is in line with our policy when a delivery fails to meet the expected time frame.

  
  Please know that we aim to be as fair as possible in addressing compensation matters, both when a delivery is completed by one of our catering partners or through our ezDispatch service. Our dedicated Catering Operations team has already addressed this situation with the management team at the store location involved and has decided to stand firm on the removal of the delivery fee as an effort to make amends for the service failure experienced by our mutual customer.

  
  If you would like further clarification or have additional concerns, please feel free to reach out to our Catering Operations team directly at ********************************************* They are happy to assist you and answer any remaining questions or concerns.

  
  Kind Regards,

  Voice of the Customer Team

  Customer Answer

  Date: 02/14/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I must formally express my disagreement and rejection of your response, as it is both unacceptable and inconsistent. While I acknowledge that our delivery was late, the standards you apply to your own delivery service, ezDispatch, are entirely different from those imposed on us.
  
  There have been numerous instances where ezDispatch deliveries arrived late, yet no compensation was provided to us despite the negative customer experience it created. When we raised concerns, your justification was simply:
  "Yes, the order arrived late, but it was delivered, so we cannot offer any refund."
  
  This demonstrates a complete lack of accountability for the service you provide when it does not meet expectations. However, when we take on deliveries ourselvesoften due to repeated failures by ezDispatchwe are penalized financially for the very same issue. The inconsistency in how these situations are handled is both unfair and unethical.
  
  Attached, you will find screenshots of multiple ezDispatch orders that failed to arrive on time, along with an email from your team refusing to provide compensation for a late delivery. The reasoning provided in that email directly contradicts the justification for withholding funds from us when we handle deliveries ourselves.
  
  This is clear, legitimate proof that your company engages in unfair business practices by applying different standards when you are responsible for delivery versus when we are. I officially do not accept this response.
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 02/19/2025

  Dear ******,
  
  Thank you for your continued communication, and I sincerely apologize for the frustration this situation has caused. We fully understand your concerns and want to assure you that we deeply value our partnership. Our commitment is to be fair, transparent, and consistent in how we address issues for both our catering and delivery partners.
  
  Id like to take a moment to clarify our approach: we hold both catering and delivery partners to the same high standards of service. If a delivery falls short of customer expectationswhether due to a delay, missing items, or any other service failurewe take the necessary steps to make things right and ensure the customers experience is as positive as possible.
  
  For example, when an order managed by ezDispatch is delayed or fails to meet the customers expectations, we may remove the delivery fee to prevent the customer from being financially impacted by the service failure. Similarly, if a catering partners delivery is delayed, we apply the same approach by removing the delivery fee from the order for the customers benefit. Please note, this does not mean that the catering or delivery partner is paying the delivery feeit simply means the fee is withheld from the delivery partner or catering partner, as the customer no longer pays the fee due to the service failure they experienced and the fee being removed from their order. Our goal is to treat both catering and delivery partners equally in these situations and hold all parties to the same level of accountability.
  
  Its important to note that we do not provide compensation to either catering or delivery partners for mistakes made by the other party. Our primary focus is always on appropriately compensating the customer for the service failures theyve endured.
  
  Additionally, if an order initially assigned to ********** is completed by a catering partner, we modify the order to reflect a caterer delivery, ensuring the catering partner receives the delivery fee and tip. If you believe this process hasnt been followed on a specific order, please reach out to our Catering Operations team at **********************************************************************, and they will assist you in resolving the issue. Similarly, if an order initially assigned to a catering partner is fulfilled by **********, we ensure that the delivery fee and tip are passed on to the delivery partner. We are dedicated to maintaining fairness in these cases.
  
  As for customer reviews, we do not allow negative reviews related to delivery failures to negatively impact catering partners who use the ezDispatch service. In the case of the review you referenced, the 5-star rating was retained because the customer highlighted the positive quality of the food. We make it clear to customers that if a delivery failure occurs while using the ezDispatch service, the catering partner is not responsible. In cases where a review focuses solely on a delivery issue via ezDispatch, we ensure that the catering partners rating is not impacted and address the customers feedback directly with the relevant delivery partner.
  
  We also hold our catering partners responsible for ensuring that all items are included before handing an order off to a delivery partner. If a customer reports missing items, the review will remain in place, as we expect our catering partners to double-check the completeness of the order before it is handed over.
  
  If you ever feel that a customers compensation is unjust, that youve been unfairly held accountable for a service failure caused by the delivery partner or us, or if youd like to dispute an online review, please dont hesitate to reach out. You have the right to raise these concerns! Simply contact our Catering Operations team at **********************************************************************, and theyll be happy to work with you to resolve any issues.
  
  Again, we truly apologize for any confusion and deeply appreciate your patience as we address these concerns. Please feel free to reach out to our Catering Operations team at ********************************************************************** for further assistance, and well ensure your concerns are resolved promptly.
  
  Kindest regards,
  Voice of the Customer Team
  
  
  
  

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I appreciate your response, but unfortunately, reaching out to Catering Operations regarding these unfair business practices has proven to be completely ineffectivehence why we are now corresponding through the BBB.
  
  To clarify, the screenshot provided was not about the review itself but rather to highlight the unprofessional service from an ezDispatch driver who still received the full tip and delivery fee despite delivering a subpar customer experience. The fact that the customer still left a ****** review for the product is irrelevant to the core issue here.
  
  Your response is factually incorrect. We have never received a refund for the delivery fee or tip when an ezDispatch driver fails to meet service expectations. Yet, the moment we handle a delivery ourselves and it arrives late, you are quick to remove the delivery fee, directly penalizing us. This double standard is unfair, unethical, and completely self-serving.
  
  The solution is simple and should be consistently applied across the board:
  
  If ezDispatch fails to provide adequate service, refund the delivery fee to our account and tip to the customer.
  
  If we fail to provide adequate service, refund the delivery fee and tip to the customer.
  
  Instead, you operate in a way that protects your interests while unfairly penalizing restaurants and businesses that rely on your platform. This is the very definition of unethical business practices.
  
  I will unfortunately have to continue to dispute this decision until fair reimbursement for the delivery fee for the order in question is achieved. If you choose to stand firm on your position, then we will ensure that this negative review remains active to serve as a warning to other businesses considering your services. 
  
  Regards,

  ******

• Initial Complaint

  Date:02/07/2025

  Type:Product 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 am filing this complaint due to misleading communication and an unfair resolution regarding a missing order and the associated compensation from EZCater.A few months ago, I placed an order through EZCater and did not receive one of the trays of food I had paid for. As a resolution, EZCater provided me with a $200 credit to use for a future ******** November, I used part of this credit for an order totaling $69. Before placing that order, I reached out to EZCaters customer support to confirm that I would still be able to use the remaining balance later. I was explicitly assured that this would not be an issue and that I could reach out in the future for assistance in applying the remaining balance.However, when I attempted to use the remaining balance today, I was told by a different representative that the code could only be used once and that the remaining balance had been forfeited. This directly contradicts what I was previously told by EZCaters support team.Most concerning is that at no point prior to or at the time of using the credit was I informed that it was considered a one-time-use "promo code." I only learned of this after trying to use it and place another order. If I had been made aware of this policy upfront, I would have used the full $200 in a single transaction.This is the first time I am hearing of these terms. At no point was I informed that the credit was subject to a one-time-use restriction, nor was I given the option to use it differently. This was not a promotional discountit was issued as compensation for an item that I paid for and never received. The lack of transparency in EZCaters policies resulted in the loss of funds that were meant to resolve a previous service failure.

  

  Business Response

  Date: 02/10/2025

  Hello ********,

  Thank you for taking the time to bring this to our attention. We sincerely apologize for any misinformation that was given to you regarding promotional codes, and the frustration this has caused.

  For future reference, unless explicitly stated, promotional codes at ezCater, are one time use codes and cannot be combined with any other promotional codes. They dont have an expiration date and can be used for both delivery and takeout orders from any caterer on our marketplace. Promotional codes may be given as compensation. On the e-mail sent to you on August 16th, the promotional code was included along with the advisement that this is a one time use code.

  After further investigation, we were able to find and address the source of the misinformation directly. We appreciate the feedback you provided, so that we can ensure mistakes like this are avoided in the future. We have reached out to you through e-mail to discuss this further and hopefully work towards a resolution. Please dont hesitate to reply at your earliest convenience.

  Thank you for your patience and understanding. We look forward to rebuilding your trust in our services.

  The ezCater Team

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair 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 think they are scamming costumers and restaurant at the same time. I hope someone from the ************************ investigates their fees and charges. I am an accountant for over 25 years and nothing adds up with their fees and charges.

  

  Business Response

  Date: 01/15/2025

  Dear ******,
  
  Thank you for reaching out to us regarding your concerns. Unfortunately, we are unable to locate your account as either a customer or a restaurant partner with the information provided.

  We would love to have the opportunity to help breakdown our fees and provide clarity.  Could you please provide the phone number or e-mail address associated with your ezCater account and we will reach out to help resolve any confusion regarding fees?

   Thank you again for your feedback and hope to hear from you soon.

   

• Initial Complaint

  Date:11/25/2024

  Type:Delivery 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.

  On November 20, I placed an order through ezcater which was part of Popeyes Louisiana Kitchens website. I need two trays of mashed potatoes to serve 40 people and 1 tray of coleslaw to feed 20 people. Popeyes/ezcater accepted the order and charged me 113 dollars.On Friday, I noticed that my order had not been confirmed by my local Popeyes despite the fact that ezcater had charged my card for the full amount.After at least five online chats, and several phone calls, I suggested that Ezcater try another Popeyes that was local to me. I needed the food for a school Thanksgiving celebration that evening.Each time the representative asked me to give the Popeyes that hadnt accepted my order just one more chance.When it was close to pickup time, I finally convinced the ezcater person to call another popeyes. The representative assured me that the Popeyes had accepted my order and not to worry about paying them because Id already been charged $113.When I got to the new Popeyes they had no catering trays and they had no idea what they were supposed to be cooking for me. Nontheless, they accommodated me with 40 individual servings of mashed potatoes and 20 servings of rice and beans they didnt have coleslaw.Then, they tried to charge me. The manager and I called EZcater back, and they said that the $113 was only a hold that would be removed right away, and that I could pay the restaurant directly.Its now Monday, and the charge has not been removed and the latest EZcater representative told me it will be 3-5 business days.EZ cater did nothing for me but cost me a lot of extra time and driving and charged me for something that wasnt delivered.

  

  Business Response

  Date: 12/02/2024

  Dear *******,

  I want to sincerely thank you for sharing your experience with us, and I deeply apologize for the frustration and disappointment youve encountered. It's clear we failed to provide the service and meal you expected, and we truly regret the hassle this caused, especially given how important this order was for your schools Thanksgiving celebration.
  Its truly concerning to hear that, despite your multiple attempts to resolve the situation, you were not given the proper assistance or accurate information. This lack of communication from both Popeyes and our team is completely unacceptable, and I can understand how that only added to your stress. Please know that this is not the standard we aim to provide, and we are committed to making sure it doesnt happen again.
  
  Regarding the charge, I am very sorry for the delay in processing the hold and for any confusion surrounding the payment. While these holds typically take 3-5 business days to be removed, I completely understand how this added to your frustration. I am relieved that our team was able to issue the voided confirmation, but I realize that doesnt undo the inconvenience youve already experienced.
  
  Once again, I am so sorry for the time youve spent trying to get this resolved and for all the unnecessary stress this situation caused. We truly appreciate your patience, and we will do everything in our power to ensure this kind of issue doesnt happen again. If you have any further concerns, please dont hesitate to reply to the email from our team, and well be here to assist you.
  
  Thank you again for your understanding, and we genuinely hope to make things right.

  
  Kind regards,
  The ezCater Team

• Initial Complaint

  Date:07/08/2024

  Type:Product 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.

  Regarding a food order placed with ezcater. Order was for pizza and salad to be picked up at a certain time and date. 7/7/24 at 4:45 pm . Order was for $316.99 which was charged to my credit card. When my granddaughter went to pick up order, She was told that it was not payed for and would have to pay for entire order. She paid with her debt card.Later that day I contacted ezcater about problem, spoke to four different people, was disconnected twice. Sent e-mails with copy of paid receipt. Finally told that store would refund charge on debt card, but would take 7 to 10 days. And I would be given a $30.00 refund for my inconvenience of double charge.Meanwhile my granddaughter has $10.00 left on her debt card. And I dont feel that $30.00 was enough to cover my two plus hours spent on the phone and the aggrevation it caused me.Feel that this company needs to schooled in customer service.

  

  Business Response

  Date: 08/21/2024

  Hello **************************, 
  
  Please accept our apology in the delay in responding to your complaint and for the issue of the restaurant charging you for this order. 
  
  The restaurant was incorrect in asking your granddaughter to pay for the order at pickup since you had already paid for the order via ezCater. We authorize payment when you place an order, and we finish processing it the day of your delivery/pickup.
  
  Please let us know if they have not yet refunded the purchase and we will reach out to them again to ask for further action. 
  
  Thank you, 
  
  Erick 
  ezCater.com

• Initial Complaint

  Date:03/14/2024

  Type:Delivery 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.

  contracted through one TheDMD Team to deliver and was not paid or over a month, there is no way to contact them and get anyone to resolve your problem

  

  Business Response

  Date: 03/18/2024

  Hello, 
  
  My name is *********************** and *************** on behalf of ezCater to acknowledge this complaint and confirm that we will provide a response by the end of the day on Tuesday, March 19. 
  
  Please let us know if any additional information is made available in the meantime. 
  
  Thank you!
  
  **********************;
  Sr. Manager, Voice of Customer
  ************************** 

• Initial Complaint

  Date:02/22/2024

  Type:Customer Service 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.

  The company agreed for my company to join their platform. I asked if others in our brand in the same city would also be able to join. The representative informed me that if there was a need they would onboard another store in the area. We received minimal business from this platform. The business we did receive has dropped to almost nothing. I was digging in to this to see why and was made aware that another Chick-fil-A less than 5 miles away from us had joined. They are closer to the main part of town and because their platform sends the order to the closest store we have lost all our business. We have been a perfect vendor for them and opt in to optional marketing features they offer. I have requested a phone from the partner success team three times and have yet to receive one. I did receive an email saying that there was nothing they could do.

  

  Business Response

  Date: 03/26/2024

  Hello, 
  
  We are researching ********************** issue and will respond to this complaint as soon as possible. 

  Thank you, 
  
  ***********************
  Sr. Manager, Voice of Customer
  **************************

• Initial Complaint

  Date:02/01/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  This business sent me 10 copies of their advertisement all under fake names. This is borderline harassment..

  

  Business Response

  Date: 03/07/2024

  Hello, 
  
  My name is *********************** and I am the Senior Manager of Voice of Customer at **********************. I apologize for the delay in responding to this complaint. Future complaints *** be sent to ***************************************. 
  
  We appreciate ************************** photo of the direct mail cards that she received from us. I have asked our marketing team to remove the address from future direct mail campaigns. 
  
  If ********************** receives any additional direct mail over the next 30 days, we ask that she discard them as some campaigns currently in progress *** include her address.
  
  Please let us know if there are further questions or concerns. 
  
  Thank you!
  
  **********************;
  Sr. Manager, Voice of Customer
  ************************** 
  ***************************************

  Customer Answer

  Date: 03/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair 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.

  We went through EZ Cater as we needed catering for an event- 8/29 with Le Pain Quotidien and they only did delivery through EZ Cater. We called in advance to set up the catering (a week prior)- it needed to be split between 3 cc's. They said it could be done no problem, charged us an extra fee to split and everyone called in and gave their cc info as they shared with us to do. However, no one at EZ Cater knows what is going on and they said they didn't have everyone's cc info and charge just one cc. Had to call them and spent hours of my time explaining to them (email and phone) that this charge should be split and they did indeed have everyone's information. Many requests for a manager to speak to- to this day, never heard from a manager. Finally, someone there- *****, understood and got it sorted. He offered a credit due to this mis-hap and gave them another chance for another catering event that was to be split between 4 cc's for 9/6. He put this all in the notes, had everyone's name and said it would not be a problem. Again, everyone called in and gave their cc per their instruction and referenced the order #. It is to be split between the 4 cards on delivery day. The next day, received an email to call them as they said they could only split between 3 cc's. I wrote back that I did not have time to call them and to review the notes per *****. They ignored my emails and requests to contact ***** and a manager and went ahead and charged my cc the entire amount, when they were never given the authorization to do so. Today 9/11 wasted more time on the phone with them- ******, who was helpful, was going to talk to billing and the manager, said I would hear back in 10 minutes. It's been hours now, and have not heard. And I do not need to waste more time- they said they could split between the 4 cc's and have all the information requested- they need to do what they said in advance they would do. It's not rocket science. We would never recommend their service to anyone.

  

  Business Response

  Date: 03/21/2025

  Hi ****,
  
  Thank you for sharing your feedback. We apologize that your experience wasnt as expected and appreciate you taking the time to bring it to our attention. While a supervisor addressed the concerns you mentioned when they were raised, we regret that you had a negative experience. I greatly apologize for the time you had to invest in this matter, and hope the resolution we came to was satisfactory.
  
  As of January 13, 2025, the split payment feature has been officially discontinued. We understand that split payments have been helpful to some, it requires significant resources to maintain. By focusing on more popular features that better serve our customers needs, we can improve the overall experience. However, in the future if there is more of a demand, well definitely look into adding it as a feature. We appreciate your feedback and will keep it in mind as we continue to improve our services.
  
  Wed love to have you back to see how things have changed. If you decide to visit again, wed be more than happy to honor the compensation that we previously offered. Please dont hesitate to reach out to us if you have any additional question or concerns.
  
  Thank you,
  Voice of the Customer Team