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:11/22/2022

  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.

  Slice allows you to order pizza from local pizza shops online. I ordered a pizza 11/16/22 for $61.80 from "Taste of *****" the hours clearly stated they were open till 10, I arrived at 9 and the entire store was closed. I reached out to slice immediately telling them what happened including proof (pic of store closed) they offered no apology and no refund. They said there was nothing they could do. I reached out the next day they said they tried unsuccessfully to taste of ***** and they couldn't refund me. Now I am having to go thru my credit card to dispute the charges. I think this is exceptionally unacceptable as I have done my due diligence to correct the situation and have been met with unwillingness to refund my order after their error.

  Business Response

  Date: 12/05/2022

  Hi there, we are sorry to hear about this unpleasant experience! This does not sound right and we would like to get more details regarding this issue and make things right with you. Please share with us further details at *************************************** and we will connect! 

• Initial Complaint

  Date:11/16/2022

  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 October 25th around 9 pm I got a flat tire on my car and had to change it. After I finished I noticed I received a notification from slice stating the status of an order I never made. I called customer service and let them know I never made such an order. They put me on hold to call the pizza place and let them know. The slice customer service rep. returned and said they could not stop the order. When the delivery person arrived I told them I never made the order and asked them what their pizza place had said when the slice customer service rep gave them a call. They said slice never called so I spoke with the pizza place myself and sure enough they also said slice never called them. The slice customer service rep lied to me and didn't even try to stop the order from going through. I called customer service once again and told them I never received the order nor made it in the first place therefore I would like a refund. They said they cannot do that and that they need to investigate first. This is ridiculous. If I never received the service then why can I not get a refund immediately? I've called a few more times since then only to receive the same answer that they cannot refund me and are still investigating. It's been over two weeks since then.

  Business Response

  Date: 11/21/2022

  Hi there, we are sorry to hear of any miscommunication and issues faced! We had checked our records regarding this case and during your inquiries our representatives had spoken with the restaurant regarding the last order, with each time the restaurant confirming the order was prepared by them and a delivery was attempted. Our technical team had looked into your initial report that the order was not placed by you but we were not able to look up any irregularities from our end regarding the order process which would indicate that. The order has not been refunded since the shop informed us that it was prepared and the refund was not authorized by them. However, if you spoke with the shop and were provided further information or an authorization for a refund, let us know by reaching out at *************************************** and we will look into this for you.

• Initial Complaint

  Date:11/14/2022

  Type:Order 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.

  (According to my local pizza establishment) Slice is responsible for getting the correct order to pizza place. Their mistake is your problem. I ordered a cheese and pepperoni pizza. ************** (*******, **) delivered a cheese pizza instead. I called Pat's and explained the error. They said it was Slice's error as Slice directed them to send a cheese pizza.... but they said they would fix the issue by sending a new pizza (which they did send). 6 and a half hours later my bank account was charged $17.07 for the new pizza. Called Slice and the individual said he could only forward my complaint to someone else and I would hear back by email IF?!?! they were going to refund the 2nd charge.No resolution. No promise of a refund. Got the run-around. And no deadline on when or if the complaint would be addressed.

  Business Response

  Date: 11/14/2022

  Hi ******, we are sorry to hear about the charge on your order! We had reviewed this case with out ********************* and we have refunded the additional charge that was added on your order. The funds for that will be back available on your account within 3 to 5 business days depending on your bank provider. For any further questions or concerns, please feel free to reach us out at ***************************************. 

• Initial Complaint

  Date:11/14/2022

  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.

  Ordered pizza via SLICE app for delivery. Waited. It didn't come. Called the restaurant. They said it was ordered under pick up not delivery.I said well if I wanted to just pick up I would gave called directly.Owner said she could deliver for extra charge of $5.45. I spent almost $40 and the pizza arrived soggy.

  Business Response

  Date: 11/14/2022

  Hi ******, sorry to hear of the issue you faced! It sounds like something went wrong in the ordering process and we want to report that to our technical department so they can look into this case for you. Please share with us further details at *************************************** and we will connect! 

• Initial Complaint

  Date:11/14/2022

  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 placed delivery order #******** for pizza on Fri. Nov 4th with an expected delivery time of 10:04 - 10:19pm. I placed the order via The Slice App. but never received my delivery and communicated my issue that same night (via text ************) as that's their protocol. The response I received was, "Hey there, thank you for reaching out! *********************** Pizzeria is closed, and we are unable to reach out to them regarding this so we'd appreciate it if you could wait. The next day, Saturday Nov 10th, I went to check my mail and noticed a pizza box sitting on the front doorstep of **************************. My delivery went to **************************. This is not the 1st time my deliveries have gone to this address. Delivery drivers have told me their GPS takes them to that address BUT with some common sense, it's the wrong building as I live in the 500 building not ******* building. I followed up with Slice personnel (via text) and now was told that the restaurant said their delivery person was sure he delivered it to the right address, which is incorrect and since it's the next day, *********************** Pizzeria can't approve my refund so therefore Slice can't refund me without the restaurant authorizing the refund. I responded to them saying of course he/she is going to say that. They're not going to take ownership of their mistake. Also, I did reach out the same evening my issue occurred but was told by Slice, I would have to wait until the next day/ I proceeded to tell them the last activity recorded on my security system was Fri. Nov 1oth @ 7pm. No further activity occurred after Fri. Nov 10th @ 7:10pm. In addition to my security system confirming no delivery was made to this address, I asked for proof of delivery 6 times (via text string starting Fri. Nov 4th thru Wednesday Nov 9th) and NO proof of delivery has been shared with me because NO DELIVERY was made to my address. Im requesting a full refund of $39.06. I have entire text string saved if needed for resolution of claim.

  Business Response

  Date: 11/14/2022

  Hi ****, sorry to hear about this experience! We have followed up with our escalation department and the restaurant directly regarding the issue you had faced. Unfortunately, a refund was not authorized by the restaurant partner and our ********************* was not able to proceed any further without the restaurant's approval. As the delivery is directly handled by our restaurant partner any order adjustments have to be directly authorized by them, as it was not authorized in this case our hands are tied and we are not able to issue a refund. 

  Customer Answer

  Date: 11/15/2022

  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:

  [I paid you guys for goods and services NOT received so it's your responsibility to refund my money. Again, I want to go on record here asking for proof of delivery of this order. Like I mentioned there was NO ACTIVITY on my security sytems after 7:10pm which CONFIRMS NO DELIVERY was made to this address. BBB personnell, I want this complaint posted so noone else has to go through this painful experience. I will stop at nothing until my refund is processed. I will continue to escalate....

   

   

   

   

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

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

  Business Response

  Date: 04/05/2023

  Hi there, we are sorry once again that our previous response was not satisfactory or was not detailed enough to cover the issue you had faced. As the delivery was solely handled by our restaurant partner and the funds for the order are ****************** by our restaurant partners, the resolution we can provide is limited. Our ********************* as well had reviewed this case and the same outcome was provided by them as the insistence of a delivery was assured by the restaurant. Nevertheless, if we can further assist regarding this matter please do not hesitate to reach back to us. 

  Customer Answer

  Date: 04/17/2023

  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:

  [The same unacceptable response was given and si reject. In addition, I will be filing a claim on ******** with *************************** investigative reporter to create public awareness of how poorly Slice resolves issues. I will be asking for proof of delivery on National TV

   

   

   

   

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

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

• Initial Complaint

  Date:11/08/2022

  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 ordered from a restaurant and the delivery person left food on walkway and never notified me of the delivery. They could have knocked on the door, rang the bell or text me that it was delivered. When the delivery wasn't delivered by the estimated time I sent a text asking for the eta. I was told it should be soon. The food was cold by the time I found it lying on the ground. This is poor or lack of training on management. How hard is it to ring a door bell.

  Business Response

  Date: 11/14/2022

  Hi ****, sorry to hear of your unpleasant delivery experience! The deliveries are handled mostly by our restaurant partners and we always encourage for proper communication to be established for a successful delivery. Nevertheless, as this was not your experience we would like to take a closer look so we can take all the necessary steps for this to remain an isolated incident. Whenever you get the chance, please share with us further details regarding your order at *************************************** and well look into this.

• Initial Complaint

  Date:11/07/2022

  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.

  I was charged by this company and I live in ****** and have never heard of them. I have yet to hear a response back from them. I have frozen my bank account and await an answer from Slice on a refund, sketchy as this isnt the first time the business seems to have done this according to the other BBB complaints, I want a complete refund as I did not authorize the charge and my bank is already working their end.

  Business Response

  Date: 11/08/2022

  Hi there, we are truly sorry to hear about this issue! We want to take a closer look at this case and report it from our end to the appropriate department so we can pinpoint as to what went wrong and make things right with you. Please share with us further details about your experience at *************************************** and we will take it from there. 

• Initial Complaint

  Date:10/31/2022

  Type:Delivery 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.

  Ordered pizza from local small business online and was directed to slice to place order. My order # ******** was suppose to be delivered around 7pm on 10/30/22. Unexpectedly it was delivered ***** minutes early and the delivery driver thought it would be a nice gesture to leave it on the ground in the rain on my uncovered sidewalk/porch and never knock on the door or ring the doorbell as they saw us sitting in the living room with the front door open. They were quiet enough that the dog didnt even notice them. Called slice after being told pizza place didnt have my order that slice was responsible and even the lady who answered was in shock and said that was unacceptable as we didnt choose no contact delivery and expected a knock or the doorbell rang or even a noise at all. They removed delivery fee and discounted food that sat outside on the ground in the cold and rain. Promised a phone call back immediately within 15 minutes from management as the call center employees are not authorized to refund orders. Call never came and sure it probably will not come. Im sure slice employees and management wouldnt be required or expected to keep/eat food that has sat outside in the rain on the ground so why should their customers be expected to. Its unsanitary and completely unacceptable!!

  Business Response

  Date: 11/01/2022

  Hi there, we are terribly sorry to hear about this experience! We fully understand the frustration and have reviewed this case once again with our ********************** The order has been fully refunded at this point and that will reflect back on your statements within 3 to 5 business days depending on your bank provider. 

  Customer Answer

  Date: 11/02/2022

  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 as long as it reflects on my cc statement in 3-5 days 
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/21/2022

  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 order from a local pizza restaurant via the app Slice. I did not receive the correct order. I received an order that costs $44.52. I paid for a different order and my charge was $67.96. I reached out to Slice customer service via ******** Email and Chat and they kept telling me to wait and they were working on it. Finally, I followed up the next day (today) and was told my refund was not authorized. This is unacceptable. I paid slice for something I did not receive. It is unethical to not refund me.

  Business Response

  Date: 10/27/2022

  Hi *****, we are sorry to hear about the issue you had faced with your last order with us. We had checked on our end and your order ******** has been successfully refunded and the funds for that order at this point should be back to your account. However, if there is anything else we can assist with please do not hesitate to reach us at ***************************************. 

  Customer Answer

  Date: 10/28/2022

  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,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/21/2022

  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.

  Scamming people on the money they spend without giving them their rewards.

  Business Response

  Date: 10/27/2022

  Hi ******, we are sorry for any miscommunication! The Rewards program was updated based on feedback we had received from our restaurant partners and the minimum order amount was adjusted for a reward order. If you'd like to check for more details on the Rewards program, please visit ********************************** 

  Customer Answer

  Date: 10/28/2022

  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]

   

   

   

   

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

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

  Customer Answer

  Date: 11/02/2022

  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]

   

   

   

   

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

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

  Business Response

  Date: 11/08/2022

  Hi ******, we are sorry to hear that our follow up did not address an issue you had faced. We have included all the information relevant to your inquiry on our past response but as it seems that we have missed to cover a certain portion. As such if you are able to provide us with further details at *************************************** we will do our best to answer and resolve your matter more thoroughly.