Complaints

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

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  Slice

  349 5th Ave Fl 6 New York, NY 10016-5149

  
• 

  Slice

  902 Broadway Fl 19 New York, NY 10010-6021

  

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:04/03/2023

  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 placed a restaurant order on 3/21/23 that ended up being through Slice (as that's the service the restaurant uses for orders). As soon as I placed it, I realized that it was for a wrong location of the restaurant. I called the restaurant to cancel the order, which they did. The restaurant then also contacted Slice to ensure my payment was refunded. However, when I called Slice to follow up, they told me that the restaurant did not authorize the refund. I then again followed up with the restaurant and the Manager sent me a text that he spoke to Slice and authorized it. I spoke again with Slice and shared the text from the Manager saying that he authorized the refund. However, Slice still refused to refund my payment, still saying that they are not authorized, but that they would escalate it. I did not hear back from anyone at Slice about a resolution. I followed up with them 10 days later, on 3/31/23, and they gave me the same excuse about the refund not being authorized. The bottom line is that I never received the order, and their retention of my payment for a service/ goods that were not provided is unlawful.

  Business Response

  Date: 04/20/2023

  Hi there, we are sorry to hear about your unpleasant experience. For any order placed with us a refund has to be authorized by our restaurant partners for it to be authorized, if that was the case in your experience we want to hear more and further assist. Please share with us further details at *************************************** and we will look into this. 

• Initial Complaint

  Date:03/08/2023

  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.

  The business claims that they offer a reward for making a certain number of orders over a certain dollar amount($35), using their app to the businesses you have earned them from. Ive order and been awarded points three times and had to go through a lengthy conversation with them over phone and text to redeem. On two of the occasions it was sorted out. The first time relatively easily but the last time denied via text saying the reward didnt exist and then diced via a 20 minute phone call. The third time was denied - reason given? because the items were in my cart too long. I dont think this reward system is legit as its never worked for me. I wont be using them anymore but it seems to be a scam to attract business and they do not redeem unless you are willing to go through text phone email etc.

  Business Response

  Date: 04/20/2023

  Hi there, we are sorry to hear about any miscommunication regarding the Reward available on our platform. Once 8 orders have been reached you will have the option to redeem your ************ with the subtotal reaching the $30 minimum. However, as this was not your experience we want to hear about about the issues you faced and make things right. Please provide us with further details at *************************************** and we will connect. 

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair 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.

  I placed an order online with Slice on Tuesday, February 21, 2023, for a pickup order at ***************** in ******, ** My order number: ********. We had an ice storm in our city on Wednesday, February 23, which was when I was to pick up my order. The restaurant called me at 3:12 PM on Wednesday, February 23 indicating that due to the storm, they were unable to fill my order as the staff couldn't make it in to the restaurant to work. I was told that I had to contact Slice to get a refund of $48. I spoke with **** at the restaurant. I called Slice Wednesday at 3:32 pm and spoke with a woman named ******, who said I would get an email confirming my cancellation. As of today, I have not received that email, nor have I received the refund.

  Customer Answer

  Date: 02/24/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  Slice did refund my $48 thanks for your assistance
   
  
  

• Initial Complaint

  Date:02/17/2023

  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.

  Today, 2/17/2023 @ 10:30am, I attempted to place an order through Slice online and then on their app but they would not accept their own App Promo code LIFESLICE for $3 Off, even after I confirmed it would go through, via ***** C on Slices' chat. This is unlawful false advertisement and verbal agreement.

  Business Response

  Date: 02/20/2023

  Hi there, we are sorry to hear of any miscommunication on your last interaction with our Support team. Based on the name of the promo code provided from your end, we were not able to find that as a valid promotional code. We do have a lot of partnered restaurants with us that do offer online ordering discounts with usually a certain percentage taken off an order once the order is placed. Nevertheless, we are able to take a closer look regarding the promo code you were not able to utilize, so please share with us further details at *************************************** and we'll connect. 

• Initial Complaint

  Date:01/30/2023

  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.

  Order from a pizza place I love using slice app I live in a new development so the location thing in the app did not pull I exact address so I left a note stating my correct address and that it was new development. I also took an additional step too reach out too there customer service where one agent lied and told me she reach the drive and my address was all set and I would get a phone per my request and that did not happen spoke with a second agent who stated my order was delivered to the other address because the first agent wasnt able to contact the driver they did not Replace or refund my money and my family still dont have dinner.

  Business Response

  Date: 02/06/2023

  Hi there, we are terribly sorry to hear we've let you down! We checked on our end regarding the issue you had experienced and based on our records we were able to proceed with a refund regarding this order and a follow up email was sent from us. Please let us know if that was not the case by reaching us out at *************************************** and we will further assist. 

• Initial Complaint

  Date:01/26/2023

  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.

  On 1/24/23, I went to order some food from a pizza place a short walk away from my condo. Unfortunately, we did not have a car to use so we had to order food nearby. I placed an order at the pizza place, waited, and then my fiancee went to pick up the food. Upon sending him the confirmation receipt, it is clear the order was placed for the WRONG LOCATION. I had went to order via my local pizza shop's link and the Slice App selected the wrong location for my order due to some faulty tech on their end. After calling the other pizza place where my order was (nearly a 35 min drive, and I do not have a car available), they told me to call Slice to resolve the issue as the order was placed on their platform. So I contact Slice customer service via text message - they were no help at all. They gave me the run around - saying since the food is already prepared, there's nothing they can do. Instead, they instructed me to RE-ORDER the same order (and pay AGAIN), this time for delivery instead of pickup. They said they would refund the pickup order if I did that. However, as this other location is 35 MINUTES DRIVE from my home - of course it said "sorry, address falls out of delivery zone." So, Slice again says there is nothing they can do. They escalated this case to their support supervisor, who also told me - "sorry, since the food was prepared there is nothing we can do." Usually, when a business is at fault for their errors, they accept responsibility - which Slice has not done. I've ordered from a variety of tech vendors (i.e., DoorDash, UberEats, even meal kit delivery services) - all of which have resolved issues with me in a timely, efficient, and acceptable manner. Not sure who is in charge of customer support over at ********************** - but they should read the hospitality playbook and learn how to please their customers. Slice is a joke. I will never order via their app again, and would highly recommend pizza vendors and shops leverage other applications for ordering.

  Business Response

  Date: 02/16/2023

  Hi there, we are sorry to hear about your experience! We do have partnered restaurants which do have multiple locations under the same name, we always ensure that the information for pickup is listed on our app and website. We did check this case though and unfortunately since the restaurant had prepared the order, they were not able to authorize a cancelation. Nevertheless, if there was any issue on our end which did not cover the restaurants pickup location, please let us know by sharing further details at *************************************** and we will take a closer look. 

• Initial Complaint

  Date:01/25/2023

  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.

  Ordered a pizza through Slice. Instead of the pizza only the sides (garlic knots, soda, mozzarella sticks arrived). I called the pizzaria and they said the pizza had been picked up and I needed to call Slice directly. Once I reached them, they explained that a third party that delivers the pizzas and there is nothing they can do to actually get me the service I had paid for. Further, they refused to offer me a refund and instead offered to refund 24$ of the $55 order, because they still required me to pay for the sides although I didn't want them without the pizza.

  Business Response

  Date: 01/26/2023

  Hi there, we are terribly sorry to hear about the unpleasant delivery experience! We have checked our records regarding this case and all the necessary measurements were taken to ensure that this remains an isolated incident. Regarding the charges on the order, we had made sure that the charge for the missing Pizza from your order is refunded, along with the delivery fee and the tip for the service. The charge for the Wings, Mozzarella Sticks, Garlic Knots and the soda remain since based on our records those were successfully delivered to your address. Nevertheless, if we failed to cover an item from this inquiry or there is any information missing please let us know by reaching us out at *************************************** with further details and we will further assist. 
  

  Customer Answer

  Date: 01/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I am not accepting the charge for the sides.  This would have been an acceptable solution if you'd been unable to deliver a side,  but for a pizza delivery I expect you to deliver the pizza or contact me to ask if I'm still interested in the sides.  You cannot deliver half the order. 

  If I order a car and you deliver a car with no engine, you cannot deduct the price of the engine and still charge me for the rest of the car. 

  Your customer service simply consists in saying you were not going to bring me my order.  I made it very clear that I was not interested in purchasing half an order.  In this case I believe you'll need to refund me the full amount. 

   

  Thank you for understanding

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 02/28/2023

  Hi ******, we definitely understand your frustration regarding this issue and once again we do apologize for the inconvenience caused. We did take another look at this case and unfortunately a refund for the delivered items once again was not authorized by our restaurant partner as it was confirmed that they had prepared the delivered items and for that reason no further adjustments were made. We hope this helped clear things out but please feel free to reach back to us for any further questions. 
  
  

• Initial Complaint

  Date:01/18/2023

  Type:Billing 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 have been charged a recurring payment for a service I did not purchase. I have canceled recurring payments through payola and I want the original payment returned. The amount is ***** and it was charged on 1/17/2023

  Business Response

  Date: 01/19/2023

  Hi *****, we do not have a recurring payment option so any charge with our description is associated with an order. If this charge is not recognized by you and is not associated with any order placed with us, we want to look into this and further help out. So please share with us further information at *************************************** and we will assist. 
  
  

• Initial Complaint

  Date:01/18/2023

  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.

  1//14/2023 I ordered pizza to be delivered by Slice. They cancelled my order but still took my money. This has happened twice and when I called the woman she kept reading from a script. Being a budgeted senior this cant be afforded. I asked if its the amount of the order or tip to which she fell silent. Just want my money back in the speed in which they took it! The amount of my order was *****! Thank you

  Business Response

  Date: 01/19/2023

  Hi *****, we are sorry to hear that our support team did not cover your inquiry. Based on the information provided, we were able to confirm from our end the cancelation for the order on the date you had provided us. The order was canceled along with the transaction for it, at which time it only shows up as a pending charge which does not captured and simply disappears. Nevertheless, if you still see a charge on your end regarding this order we are able to look into that we would just need further details sent to *************************************** to further assists. 

• Initial Complaint

  Date:01/17/2023

  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.

  Someone was able to access my account through Slice and place an order for delivery in another state through my Paypal account. The order was placed with my information, however, one number was changed on my cell phone number. The order was placed on 1/4/2023. ****** was contacted the same day. Paypal declined to refund the transaction and directed me to Slice. I received an email the afternoon of 1/4 from Slice saying they have reviewed the account and there are no indications that lead us to believe their is fraud so nothing further would be done. I was directed to contact my bank, however, the charge was through Paypal and I already tried that route. My only other order was placed in **********. On 1/4, I received an email that another IP address accessed my account. Several minutes later, an order was placed in *******. The person changed the delivery address on my account from ********** to ******* at this time. I want to be contacted back by more then email be refunded the $82.02 from the charge so I can delete my Slice account.

  Business Response

  Date: 01/19/2023

  Hi *****, we are terribly sorry to hear about this issue. We checked this case out from our end and we have an email follow up as well as confirmation regarding the refund of any unauthorized transaction not made by you. Nevertheless, if that was not received on your end or there is any missing information regarding this case let us know by reaching out at *************************************** and we will further assist you.