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:04/08/2024

  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.

  The last two times Ive ordered from here I have not gotten our food. The first no driver showed up after an hour of the food being done. The second it was delivered but wasnt actually delivered.

  Business Response

  Date: 04/08/2024

  Hey *****! We're sorry to hear about your experience. After reviewing your interaction about Order ********* with *****************************, our team has already reached out to you with an email to share the findings of our investigation. Regardless of our committed effort on collaborating with our pizzeria partners to ***** you admirable and excellent service, its quite unfortunate that we didnt meet up with the supposition this time. I really apologize that you have not received the order so the order was fully refunded, $99.23. The money will be back in your bank account in 3-5 business days, depending on your bank provider. If there's anything else we can be of help with, don't hesitate to reach us at ***************************************.
  
  

• Initial Complaint

  Date:03/18/2024

  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.

  I ordered dinner and the app asks for your ADDRESS and TIP AMOUNT so I thought it was delivery. I quickly realized it was set for pick up so I chatted with the *** immediately. I was told by ******** that it is "no problem" and he called the restaurant and switched it to delivery. As I wait, I get a text that the restaurant doesnt offer delivery through the app and the order is ready and I have to PICK IT UP. Well.... I don't have a car, it' being serviced. I called Slice and chatted with someone and they said I was out of luck and would not give me a refund.

  Customer Answer

  Date: 03/18/2024

  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:03/14/2024

  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.

  On Monday March 11th I ordered pizzas via Slice app from ************* order #********* and it said it could be picked up. After ordering I realized the drive would take almost 7 hours! I called Bigfoot and asked them to cancel and they agreed and told me to call Slice also and get them to cancel. I called Slice they said they had to call Bigfoot to cancel and they said ******* said no. They lied.This went wrong for me i am out *************************************************************** the first place and a then the pizza place lying about tge cacellation.Last night I order pizzas from ************* from your app order #********* and it said it could be picked up. After ordering realized the drive would take almost 7 hours! I called Bigfoot and asked them to cancel and they agreed and told me to call Slice also and get them to cancel. I called Slice they said they had to call Bigfoot to cancel and they said ******* said no. They lied.This went wrong for me i am out *************************************************************** the first place and a then the pizza place lying about tge cacellation. Last night I order pizzas from ************* from your app order #********* and it said it could be picked up. After ordering realized the drive would take almost 7 hours! I called Bigfoot and asked them to cancel and they agreed and told me to call Slice also and get them to cancel. I called Slice they said they had to call Bigfoot to cancel and they said ******* said no. They lied.This went wrong for me i am out *************************************************************** the first place and a then the pizza place lying about tge cacellation.I am requesting a refund of $50.95.Please contact me with any questions.******************* ************

  Business Response

  Date: 03/14/2024

  Hey *****! We're sorry to hear about your experience. After reviewing your interaction about Order ********* with ************** our team have already reached out to you with an email to share the findings of our investigation. Due to the fact that the restaurant has prepared the food, and the funds belong to them, unfortunately, we are not able to refund the order without their authorization. Whenever you are placing the order, you can always see all of the details of the restaurant, the items selected and everything will be shown at the checkout as well before purchasing for a double-check. I recommend reaching out to your bank provider directly to discuss the situation so they can provide you with further details. If there's anything else we can be of help with, don't hesitate to reach us at ****************************************

• Initial Complaint

  Date:03/12/2024

  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 3/11 I started an order through slice. There was no option to select delivery time on the first page so I hit the next button. Instead of giving me the option to select the delivery time I recieved an "your order has been placed" message. I immediately reached out to Slice (within 2-3 minutes of the message) and was told that there was no way to cancel the order. In the past I've been able to select the delivery time, had a check button (e.g. "Are you sure you want to place this order"), and received a receipt. This time, it placed the order with a single click, I didn't receive a receipt from slice, and they refused to cancel the order. When I contacted the pizzaria they said that slice called to CONFIRM the order, not to cancel it.

  Business Response

  Date: 03/14/2024

  Hi *****! We are sorry to hear about your experience. Upon checking into the system, there is no order with ************************************* or your phone number that you left on that day, but looking further, there is an order for *************************** which was placed on that day with the amount that you added and the email is ********************************* so that is why you did not receive any email receipt. Also, you reached our Customer Support team to cancel the order since it was placed by mistake but the restaurant made the food already and were unable to cancel, once the food is made, we cannot cancel any orders without their authorization since all of the funds belong to them. If there's anything else we can be of help with, don't hesitate to reach us at ***************************************.

  Customer Answer

  Date: 03/19/2024

  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:

  Thank you for your response.  However, the pizzaria did not deliver the pizza on the original date Monday or on any subsequent date.  They did not call or write myself or *****, and we confirmed with the front desk that pizza was never dropped off.  So at this point I've paid for pizza that was never delivered.  Please refund my order. 

   

   

   

   

   

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

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

  Customer Answer

  Date: 03/31/2024

  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:

  While I appreciate your response I find it unbelievable that you can charge my credit card but not process a refund.  I have indeed opened up a disputed transaction with my bank and I will not be using your service in the future.  Saying that you can charge a customer but not refund their order when it's not delivered is no way to run a business.
  

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

  Business Response

  Date: 05/01/2024

  Hi there, upon checking into the system, our team has already reached out to you with an email to share the findings of our investigation. Due to the fact that the restaurant has prepared the food, and the funds belong to them, unfortunately, we are not able to refund the order without their authorization. However, I recommend reaching out to your bank provider directly to discuss the situation and explore any possible options for a refund. We really apologize for the inconvenience. If there's anything else we can be of help with, don't hesitate to reach us at ***************************************.
  
  
  

• Initial Complaint

  Date:03/06/2024

  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.

  Place an order online for Salem House of Pizza in ******** ***** it went through by third party vendor which is Slice,I never received the order, never received a call just a notification stating the order was delivered. Contacted Salem House of Pizza immediately who told me they did not have any order in the system when I checked my confirmation on the website it showed it was delivered via slice life. Contacted slice life who told me to check around and outside. I advised them I didnt have my order and was told an email would be sent since they were going to investigate and Ive been following up for a few days regarding my refund. Spoke with representative today who advised no refund would be given because the order was delivered. I advised I didnt receive my order and if I could speak with a supervisor and I was told there was no supervisor Available at the moment. I repeatedly asked to speak with a supervisor or escalation team and then the representative disconnected the call. I never received this order, the place where I placed the order from specify they never got an order with my information from Slice. With all the reviews I've seen from this company it seems they are ripping people off

  Business Response

  Date: 03/09/2024

  Hey *****! We're sorry to hear about your experience. After reviewing your interaction about Order ********* with Salem House of Pizza, our team has already reached out to you with an email to share the findings of our investigation. After carefully reviewing your case, we decided to reach out to you and express our most sincere apologies that your order wasnt received by you. We've been in touch with our third-party delivery partner, and according to the information provided by them, your order was marked as delivered to the address you provided- ******************************************. Despite our efforts, we regret to inform you that we are unable to offer a refund or discount in this particular situation. As the order was confirmed and marked as delivered, our options are unfortunately limited at this time. I recommend reaching out to your bank provider directly to discuss the situation so they can provide you with further details. If there's anything else we can be of help with, don't hesitate to reach us at ***************************************.

  Customer Answer

  Date: 03/15/2024

  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: This information is not accurate as I have not received proof from the delivery partner about delivering the order. Where is the proof, to who the pizza was given to, who signed the receipt, etc. There's many complaints against this 'company' with the same issues..

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 03/30/2024

  Hi ******, thanks for reaching out and sorry to hear about your experience! Upon checking into the system, our team reached out to you via email with more details about the situation. We've been in touch with our third-party delivery partner, and according to the information provided by them, your order was marked as delivered to the address you provided- *************************************************************************** Due to the fact that the restaurant has prepared the food, and the third-party delivery driver delivered the order to the given address and the funds belong to them, unfortunately, we are not able to refund the order without their authorization. However, I recommend reaching out to your bank provider directly to discuss the situation and explore any possible options for a refund. We really apologize for the inconvenience. If there's anything else we can be of help with, don't hesitate to reach us at ***************************************.
  
  

• Initial Complaint

  Date:03/04/2024

  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.

  I ordered breakfast for my family yesterday 3/2/24 from a local diner we've ordered from slice many times and occasionally dined at for 15 years,My son ordered sunny side up eggs. occasionally they are tiled in the bag and broken. But we understand it's part of the reality of delivering a delicate plate.This time the plastic was crushed and the eggs all over the plastic top. when i texted Slice. the response was after about 15 minutes that they could not help me and would escalate the issue to there support team for an email within ***** hours.Every other food service has a quick and easy refund policy for lost or damaged items. Their customer service is non existent and for a company that charges restaurants and customers a fee for this exact service is an unacceptable business practice.I would like a refund of ***** plus tax. It is curious why tax is 7.9 %. Please explain the 7.9 tax also please define what the "support local" fee is. "*This is invested into new tech and services that help pizzerias like *************************** succeed. " please elaborate. This sounds like an additional company charge presented as a charitable endeavor.the company's terms outline how their business charges are non refundable. Is this even legal?Thank you for aiding me in these clearly questionable business practices.

  Business Response

  Date: 03/04/2024

  Hey ******! We're sorry to hear about your experience. After reviewing your interaction about Order ********* with ***************************, our team have already reached out to you with an email. Regardless of our committed effort on collaborating with our pizzeria partners to ***** you admirable and excellent service, its quite unfortunate that we didnt meet up with the supposition this time. We value you as our customer so due to the experience that you had, I provided you with a $7 Slice Credit that will be automatically applied to your next order on our platform towards any restaurant of your choice. The credit can be used within 30 days from now. Please make sure that you are logged in so the credit can be applied to the order. Once again, apologies for the inconvenience! You can always contact *************************************** or our Support Team directly if you face any issues in the future.

  Customer Answer

  Date: 03/16/2024

  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 appreciate the kind tone of your reply here although the offering falls short. It seems your company does not have any proper policy to address mistakes. And your customer service has been less than accommodating. PLS SEE CHAT ATTACHMENTS.
  
  Other aggregate business I have dealt with like Amazon and  Seamless, have a simple button to notify of an error, damaged or stolen item,  and boom you get a return or replaced item is sent. The End.
  
  What is your return policy? I received a damaged unacceptable item. Please answer; What is your resolution policy?

  
  
  And when I chatted to your customer service, since there is no online solution offered after chatting for 10 minutes was told to wait for a resolution by email.
  
  when I received the email the next day I was denied any resolution again???
  
  
   I appreciate your gesture of a coupon, however that is about half of  the item I ordered that I must use to spend with you again? sorry that wont bring me back to you as a business.  What a disappointment your company continues to be.
  
  

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

  Business Response

  Date: 03/27/2024

  Hey ******. We're sorry to hear about your experience. After reviewing your interaction about Order #********* with ***************************, it seems that the error was not on our side. We've talked to the restaurant about your situation and we know you're upset about the inconvenience, and we're sorry for that. Due to the fact that the restaurant has prepared the food, and their delivery driver delivered the order to the given address and the funds belong to them, unfortunately, we are not able to refund the order without their authorization. However, I recommend reaching out to your bank provider directly to discuss the situation and explore any possible options for a refund. We really apologize for the inconvenience. If there's anything else we can be of help with, don't hesitate to reach us at ***************************************.
  
  

• Initial Complaint

  Date:02/29/2024

  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 was told by the merchant to use this service to order dinner for my family. After the handoff from the driver my family and I opened the food and the smell was horrible. I immediately called slice to report the issue with the food and was told the merchant would only offer me $5 for an order I spent $51.34. Slice told me their was nothing they can do and their hands are tied. One member of my family who is by the way a child had slice of the pizza and the meat was pink inside and they are now ill.

  Business Response

  Date: 03/03/2024

  Hey *********! We're sorry to hear about your experience. After reviewing your interaction about Order ********* with *****'s Pizza, our team has already reached out to you with an email to share the findings of our investigation. We've been in contact with the restaurant's management regarding the issue that you reported with the order and unfortunately, since the funds belong to the restaurant and the food was prepared, they weren't able to offer any refund or discount. Due to this reason, we're not able to process any refund as our hands are tied at this time. However, I recommend reaching out to your bank provider directly to discuss the situation and explore any possible options for a refund. We really apologize for the inconvenience. You can always contact *************************************** or our Support Team directly for further questions. 
  
  

• Initial Complaint

  Date:02/21/2024

  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.

  I used Slice App to make a purchase that I never received on 2/16/2024. When I logged into my acct with my email and password, the App pulls up multiple GPS addresses nearby rather than just my own address that I had entered on my account. I didnt realize this and my order was sent to a neighboring address. Why would I or anyone think that the address would be different on my own account that the one I entered? I have not been able to receive an explantion from the Slice App why different addresses show up besides my home address I put on my account but since I didnt catch it, they say I am not due a refund. If feel there it is reasonable to expect that the information I enter on my account would not be changed or altered by the Apps GPS system that incorrectly located me at a neighboring house.

  Business Response

  Date: 02/21/2024

  Hey *******! We're sorry to hear about your experience. After reviewing your interaction about Order ********* with ****'s Pizza ***********, our Technical Team investigated your case and they informed us that they were not able to spot any irregularities on our end, the address was selected and proceeded to checkout. Whenever you are placing the order, you can always see all of the details of the restaurant, the items selected, your address and everything will be shown at the checkout as well before purchasing for a double-check, and we send emails to each customer after the placement with the receipt. In this case, I recommend reaching out to your bank provider directly to discuss the situation so they can provide you with further details. If there's anything else we can be of help with, don't hesitate to reach us at ***************************************.

  Customer Answer

  Date: 02/22/2024

  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 did NOT receive an email receipt for this order as the response states that would have alerted me to an incorrect address. I have checked my inbox, trash and spam and the only email I received that evening in response to this order was the survey that was sent at 7:56 (Copy Attached) AFTER I contacted the chat feature to check the status of my order that I never received. I received nothing from slicelife prior to that. There was an issue with the system and I NEVER received my order and am still out of $73.75 and there has still be NO explaination as to WHY when I logged into my account, was there an address other than my own whethered I had the opportunity to  notice it or not, WHY DID MY ADDRESS CHANGE IN YOUR SYSTEM ON MY ACCOUNT??

   

   

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

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

  Business Response

  Date: 03/07/2024

  Hey *******! We're sorry to hear about your experience. After reviewing your interaction about Order ********* with ****'s Pizza ***********, our team have already reached out to you with an email to share the findings of our investigation. Also, our Technical Team investigated this and they informed us that according to the logs, they were not able to spot any irregularities on our end, the location *****************************************************************************;was selected and the order was placed successfully. Due to the fact that the restaurant has prepared the food, and the third-party delivery driver delivered the order to the given address and the funds belong to them, unfortunately, we are not able to refund the order without their authorization. Whenever you are placing the order, you can always see all of the details of the restaurant, the items selected and everything will be shown at the checkout as well before purchasing for a double-check. I recommend reaching out to your bank provider directly to discuss the situation so they can provide you with further details. If there's anything else we can be of help with, don't hesitate to reach us at ***************************************.

• Initial Complaint

  Date:01/19/2024

  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.

  1/16/24 @ 1:44 pm Order placed via slice life from hotspot pizza on ****** road. Put specific delivery instructions that stated when arriving to call because this is a hospital and Im in the emergency department. Never received a call just a notification stating the order was delivered. Contacted hot spot immediately who told me it was delivered via slice life and to contact them. Contacted slice life who told me to check around the hospital and outside. I advised them I didnt have my order and was told an email would be sent in regards to refund. Its now 1/18/24 and Ive been following up for a few days regarding my refund. Spoke with representative today who advised no refund would be given because the order was delivered. I advised I didnt receive my order and if I could speak with a supervisor and I was told there was no supervisor Available at the moment. I repeatedly asked to speak with a supervisor or escalation team and then the representative disconnected the call.

  Business Response

  Date: 01/21/2024

  Hey ********! We're sorry to hear about your experience. After reviewing your interaction about Order ********* with *******************************, our team have already reached out to you with an email to share the findings of our investigation. The full amount of the order is refunded in our system, $48.80,  and the money will be back in your bank account in 3-5 business days, depending on your bank provider. Once again, apologies for the situation. We appreciate your business and hope that you will give us another opportunity to show you the level of service that we are capable of providing. If there's anything else we can be of help with, don't hesitate to reach us at ****************************************

  Customer Answer

  Date: 01/30/2024

  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:01/18/2024

  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.

  I placed an order with **************** in *******, ** on October 13, 2023 at 7:34 pm. The website directed me to Slice. I was unaware that this was not directly related to *******. The order total was $151.00. I was originally told by Slice that the order would be delivered between 8:04 and 8:17. I then received an email that the delivery was running later than usual. I call ******* directly and they told me it would be another hour or so. I cancelled the order. I was subsequently charged for the order without anyone telling me that I had to cancel through Slice. Slice never called me back that night so I assume they had some notification that it was cancelled. We have disputed this several times and they refuse to do anything for us. They are terrible.

  Business Response

  Date: 01/18/2024

  Hey ********! After reviewing your interaction about Order ******** with La Nova Pizzeria, there was an open chargeback in the system. We're so sorry that your experience turned out this way and that we had to go back and forth. We connected with the restaurant after we noticed that a case was opened. We always hold our partners to high standards and this is something that we simply do not tolerate. The order was placed on our platform and we sent you an email immediately after the placement at ************************* The order was disputed in the system, so for more details about your refund, we strongly urge you to contact your bank provider. If you have any further questions, please send an email to *************************************** as well.