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:09/08/2023

  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.

  Never delivered, but still charged me. I have cameras up for proof.

  Business Response

  Date: 09/16/2023

  Hello ***. Thank you for your feedback and I am sorry to hear about your experience. 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- *************************************************. Also, 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. However, I recommend reaching out to your bank provider directly to discuss the situation and explore any possible options for a refund. Please dont hesitate to reach us at *************************************** or our Customer Support Team if you have any questions. 

• Initial Complaint

  Date:08/23/2023

  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.

  On Tuesday, August 22, 2023 at approximately 6:24pm I placed an order for a pizza from Numero Uno on ************* in ***********, **. When my order did not arrive at the estimated time, I contacted Slice via their **************** Chat. I chatted with about three different **************** agents. I was first told that my order was 13 minutes away; then I was told that it was 2 minutes away; finally I was told that it had been delivered, but, of course, it had NOT been delivered. From the first chat to the last, I advised them that I was at the ************************************* on ******* in ***********, **. I even gave them the floor number and room number. I also advised them to have the delivery person CALL me and I would go meet him or her to pick up the pizza. On my last chat, I was told that the pizza was delivered, which it was not and I asked for a full refund. The person I was chatting with said that he could not give me a refund, but will submit my complaint with their dispute department At one point, one of the **************** representatives stated that I would receive a 15% discount. My debit card was charged $25.76. I will be contacting my bank to dispute this charge. I believe this is a complete SCAM and should be shut down.

  Customer Answer

  Date: 08/25/2023

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

• Initial Complaint

  Date:08/21/2023

  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.

  I had been waiting for over an hour and half, and slice just kept telling me it would be a few more minutes...this went on for 30 minutes before they said they made a mistake and left it somewhere. I also requested they hand it to me, and I requested text status updates to make sure I received my order, and instead I received no communication or order. I contacted the pizza shop, and they said it was picked up two hours earlier. So frustrating, and the company has provided no details or explanation, and I was still charged on top of everything.

  Business Response

  Date: 09/04/2023

  Hello ******. Thank you for sharing this and I'm very sorry to hear about the frustrating experience you had! This is not the level of service we aim to provide, and we sincerely apologize for the inconvenience you encountered. I understand how important it is to receive timely and accurate updates about your order. Please send an email to *************************************** with the order details so we can further investigate this. 

• Initial Complaint

  Date:08/09/2023

  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.

  Ordered on 08/08/23 spent about $65 never recieved my order. Spoke with the driver 1 time and let her know I was outside. Reported it to Slice that night and next morning they claimed it was delivered, once they spoke with the restuarant Slice was told the order was returned to the store because they couldn't deliver it and the restuarant will not issue a refund. Will be disputing with my bank asap. Literally paid for food and tip that I never got. Recieved conflecting stories with no good resolution.

  Business Response

  Date: 08/23/2023

  Hi ******, we are sorry to hear about your experience. The preparation and delivery is handled directly by our partnered restaurants, we looked into your experience and based on the information provided by them a delivery was attempted but not accepted. As such the restaurant was not authorizing a refund for the order and without their authorization an adjustment can't be made. Nevertheless, if there is any detail we have missed regarding this case we are able to take another look so please reach us out with further details at *************************************** and we will connect. 

• Initial Complaint

  Date:08/07/2023

  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.

  I have ordered through Slice twice in the past month. Each time, there was a large issue with my order. Each time, I promptly contacted the customer service. They did absolutely nothing to resolve either problem, and kept all of my money. I am shocked that slice has zero protection for the users on the app. The first time my order was over an hour late, with no communication from the shop or the app. Nothing was done- not even an apology! The second time? I ordered a few small things- the shop called and asked if they could sub something- okay thats fine. But they didnt even deliver that item. Also, what they did end up delivering was either way undercooked or way overcooked and inedible. It actually hurt the roof of my mouth to try to bite into the so called onion ring (hockey pucks) they gave me. They take the word of the business over the customer, and stole my money! This is the most ridiculous business model. And here I thought they were better than doordash.

  Business Response

  Date: 08/18/2023

  Hi *******, we are very sorry to hear about your experience. The preparation and delivery is handled mostly directly by our restaurant partners and we always make sure to communicate any order issues directly with them and follow up with any adjustments authorized by them. Nevertheless, we want take a closer look at your experience and try to make things right so please share with us further details at *************************************** and we will connect. 

• Initial Complaint

  Date:08/02/2023

  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.

  I never recieved my order from ******* pizza. I'm extremely disappointed because I reached out to Slice multiple times, and they said the owner is positive it was delivered. I would not go out of my way to complain over what... $18 IF I ACTUALLY GOT MY FOOD. They are trying to scam me, and slice is protecting this. All I need is my **** back, please, I NEVER received my food.

  Business Response

  Date: 08/08/2023

  Hi there, we are sorry to hear about the issue with your last order. We had checked all the information on our end and the restaurant had ensured us that the entirety of your order was delivered. As the preparation and delivery is handled directly by our restaurant partners, we are not able to make any adjustments without their authorization. Nevertheless, if we have missed any detail regarding this issue please do not hesitate to reach back to us at *************************************** and we will connect. 

  Customer Answer

  Date: 08/10/2023

  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]

  Is there anyway you can investigate this? I DID NOT, DID NOT recieve my order.  

   

   

   

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

  
  Sincerely,
  
  ***** *
  
  
  
  
   
  

  Business Response

  Date: 08/16/2023

  Hi there, we are sorry to hear we were not able to cover this issue on our original response. We had checked once again and all the indication from our restaurant partner was that the delivery was successful as such they were not able to authorize a refund.  

• Initial Complaint

  Date:08/01/2023

  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.

  On July 28, 2023 I used the Slice Pizza app to place an order for 2 pizzas at ****************** of *********** in ***********, **, order # ********. When it was time to pick up the order, the restaurant told me they didn't have an order and told me that wasn't there restaurant. I called to cancel the order at the "****************** of ***********", which was in ********** ** and he was rude telling me that it was the Slice App fault and to call them. I called the Slice app, first time they hung up on me when they put me on hold. Second time I called they continued to cut me off and tell me it was my fault that I ordered at the wrong location. By the time I called the ********** restaurant they told me the pizza was old and threw it in the garbage. I was never ever to get pizza I paid for. In addition, the order status is on a separate screen that does not state the location to pickup, it only has restaurant name. I called Slice back on the phone and told them their app was deceptive because it had the same logo for both locations, both on *********** Road but two different restaurants. They had escalated the issue and told me it was still my fault and that they weren't responsible as the restaurants control the transaction and logo they use. They lack all accoutability. This is completely unacceptable and am asking for a full refund of my transaction, for pizza order I never received.

  Business Response

  Date: 08/08/2023

  Hi there, we are terribly sorry to hear of any inconvenience caused. We had checked with our technical team regarding this issue and they were not able to pinpoint any specific error that would cause your order to be sent to the wrong location. As the location had prepared the order they had not authorized a refund to be processed and without their authorization we are not able to make any adjustments. Nevertheless though, if there is any detail that we have missed or not covered regarding this case please do not hesitate to reach out to us at *************************************** and we will connect. 

  Customer Answer

  Date: 08/08/2023

  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:

  This response is unacceptable.  The business stated that Slice is responsible for the transaction and should issue the refund.  Neither the restaurant or Slice is taking responsibility for the fact that I never was able to pickup the pizza as it was thrown out in the garbage.  This is ridiculous.

   

   

   

   

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

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

  Customer Answer

  Date: 08/23/2023

  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 restaurant told me to talk to Slice about the refund. Slice will not hold themselves accountable.  If you look at the image attached to complaint - the restaurants logo says ****** of *********** - this is not the correct restaurant.  Finally, I did not receive my pizza, they threw it in the garbage - I never received any pizza!!

   

   

   

   

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

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

  Business Response

  Date: 09/09/2023

  Hello *******. We're sorry to hear about your experience. After reviewing your interaction about Order #******** with *****'s Pizza, it seems there is an ongoing charge dispute, and we cannot issue a refund at this stage. Also, our Technical Team investigated your case and they informed us that according to the logs, they were not able to spot any irregularities on our end, ****************** (***********************************************************) was selected and the order was placed successfully. 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. The restaurant couldn't cancel the order since they already prepared the food. 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:07/21/2023

  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 today & as soon as I placed it I realized that it would be delivered too late & I tried to cancel the order via Slice through 2 different people. Slice took so long to take care of the issue that by the time they contacted *******'s they refused to cancel the order because the pizza was already made. I tried to cancel through *******'s as well & the "manager" refused to let me speak to the person who's above him. The reason that it would be delivered too late is because we would not be at the location anymore. So I paid for a pizza that we didn't receive & that wasn't eaten, by us anyways. I understand that the pizza was already made but its the fact that i had been trying to cancel the order for 45 MINUTES! I would very much like a refund considering the facts & the service received. I tracked the order AFTER they told me the order had already been made & it said it was still in process, which I've attached the screenshot of the *********** call log. So they lied to me.

  Business Response

  Date: 08/16/2023

  Hi there, we are terribly sorry to hear about this experience. Our team has taken another look at this case and full refund has been issued on your order, the funds for it should be back to your account within 3 to 5 business days depending on your bank provider. Please do not hesitate to reach out us at *************************************** with any questions or concerns. 

  Customer Answer

  Date: 08/16/2023

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

• Initial Complaint

  Date:07/18/2023

  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.

  7/17/23 Slice ************* ************************************************************ ************** Order ******** I ordered a pizza and they took my money off my card knowing the item was unavailable. Then when I called the restaurant which was ****'s Pizza they stated they made the item unavailable for order and slice still took my money. Then they stated it will take 2 business days to give my refund. My issue is I asked to s/w a supervisor and the representative denied my request stating they already gave me a refund and hung up I still have a right to s/w a supervisor even if they gave me a refund. She spoke very unclear English it was very difficult for me to understand her. She was upset because I asked and just hung up on me I called back and still was denied the right to s/w a supervisor the first representative I spoke to her name was **** she said if that was true. Amount $29.59 around 9:15 pm

  Business Response

  Date: 07/19/2023

  Hi there, we are sorry to hear that your order was not fulfilled and for any miscommunication. We have currently reported this case to the appropriate department so that all preventive measures are taken for it to remain an isolated incident. Regarding the transaction for your order, we had made sure that the charge is voided before being fully captured, so that only a pending charge appears which simply drops off after 24 to 48 hours depending on your bank provider. Nevertheless, if you still see charge or we were not able to cover all the details regarding this issue, please reach us back at *************************************** and we will connect. 

• Initial Complaint

  Date:07/10/2023

  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.

  I placed an order using the slice app at 12:38pm and it said delivery expected around 1:15pm. I spent $43.17 total with tip and waited. 1 hour after my delivery time past I contacted slice about it. They told me they would reach out to the restaurant. 10 minutes later they tell me no one is answering the phone and try to wait a little longer. Another 30 minutes go by and I contact slice again. They try to call the restaurant again, nothing! After 2 hours past my delivery time Im fed up, contact slice again for a refund. They tell me they cant refund me without the restaurants authorization and they will continue trying to contact the restaurant. A day later I contacted slice again and again ** told the restaurant is not answering. Still no refund is issued to me. I will not be using this app again!

  Customer Answer

  Date: 07/11/2023

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