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:06/29/2023

  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 ordered through the app on 6/24/23. We ordered half sausage and peppers and half cheese as indicated by the pictures of pizzas on the app and where we wanted the toppings to be. Both sausage and peppers on the left side leaving the other side cheese. When we received the pizza it was all sausage and peppers, which our family wont all eat. I called the pizza place and they said they dont see options for half toppings when they receive it he order so they put it on all of it. They were not helpful. Then I chatted with a representative from Slice who stated they called the pizza shop and were told they wouldnt release the funds so there was nothing they could do. No offer for a refund/replacement (we would have taken that) and when I pressed for a better resolution than sorry they had nothing to say. I cant believe a company would treat customers this way. The fact that the restaurant computer and the app dont work properly isnt my problem. I spent $33 for something that was not correct and have photos of exactly what and how I ordered and it was not correct.

  Business Response

  Date: 07/10/2023

  Hi there, we are terribly sorry to hear that you received the incorrect item. We'd like to hear more as to what went wrong with your order and how we can make things right. So please share with us further details at *************************************** and we will connect. 

  Customer Answer

  Date: 07/10/2023

  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]

   I received an email from Slice after sending feedback about my experience. It was from ****************** and she said I had a $10 credit to use within 30 days. I dont know if this was the resolution or not but I dont accept that, especially since I will not be using Slice again. I also would like a resolution to take place here through BBB, because not only have I reached out to Slices customer service the day this incident happened but through the feedback email as well, and no acceptable resolution of a full refund thus far. 

   

   

   

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

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

  Customer Answer

  Date: 07/19/2023

  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]

  My resolution was for a refund from Slice, since my issue originated from their app, and that has yet to happen. Weve gone back and forth for weeks without any actual resolution. This business is a scam company and makes money off of unsuspecting customers with the only result being a halfhearted apology while keeping your money and blaming the restaurant for the error. They would rather go back and forth with a dissatisfied customer than admit there is a glitch in their app and make things right. The only plus is by running their business this way, they wont be around long. 

   

   

   

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

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

  Business Response

  Date: 07/31/2023

  Hi there, we are sorry to hear that you feel this way. As the preparation and delivery is handled mostly by our restaurant partners, the resolution we can provide is limited based on their authorization. Nevertheless though, our team has reached out to you with further details to attempt to make things right with you on a future order placed with any one of our partnered restaurants. However if there is any detail we have missed, please reach back to us at *************************************** and we will connect. 

• Initial Complaint

  Date:06/26/2023

  Type:Customer Service 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 purchased a take out order 6/22/2023 from ************** in ******** **. I did the order online. Slice grabbed the order and overcharged my AMEX. the charge was supposed to be for only $26.78 but I was charged $35.36. Slice states that they only charged the $26.78 but that is not the truth. They will not give me a refund of the $8.58 overcharge. I find this action to be absolutely disgraceful. I dont understand how companies think this is ok behavior or policy to steal from consumers.

  Business Response

  Date: 06/27/2023

  Hi ******, we are sorry to hear about the issues with your order. We had checked on our end and there was an adjustment made on your order before the transaction was fully captured. The actual amount which was captured is $26.78 but if that is not the case on your end please let us know so we can further assist. You are able to provide us additional details at *************************************** and we will help out.
  

  Customer Answer

  Date: 06/27/2023

  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:06/16/2023

  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.

  The sales reps refuse to take no for an answer. They have been calling me for up to a year now and they continue to call. Today ******* called me at one of our other restaurants (that is how aggressive they are) and I again told him no. He then called back 5 minutes later telling me that I need their service. I told him to basically **** off and to quit harassing us. I would never do business with this company.

  Business Response

  Date: 06/16/2023

  Hi there, we are terribly sorry to hear about this experience. We want to make sure this is reported to the appropriate department and ensure that it does not occur once again, so please share with us further details at *************************************** and we will connect. 

  Customer Answer

  Date: 06/20/2023

  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

  Responding to your answer, I don't understand what more information that I can provide for you. Like I wrote previously, please just stop the unwanted calls and harassment. When someone says, "I am not interested and please do not contact us anymore", that means DO NOT CONTINUE TO CONTACT US. And especially calling one of our other restaurants just to find and harass me again. And then call me again 5 minutes later. No means no!

   

   

   

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

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

  Business Response

  Date: 06/27/2023

  Hi there, we are sorry for any miscommunication. The additional information needed is just the name of your business so we can escalate the case and make sure all the necessary measures are taken for this to remain an isolated incident. If you can forward that information to *************************************** we will be able to take the necessary actions. 

  Customer Answer

  Date: 06/27/2023

  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:

  They asked for the name of my business which is *************** in ***************, **.

  
  

   

   

   

   

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

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

• Initial Complaint

  Date:05/15/2023

  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.

  I ordered a lasagna dinner from Vinos here in ************, **. I went thru the Slice App and was told my meal would be delivered within the next *****, but it never was. I had to call Slice and was told the restaurant said they had nobody to deliver which was a lie. The Slice person in **************** said I would be credited for my food within 2 days.. I have No credit on my account. I called Vinos and they recognized my name and I was told they Gave my food to the guy delivering for Slice 30 minutes before. Slice owes me $32 and sone odd cents!I will never go thru their App again and have told friends what happened.Also, ***** made another meal and had it sent out to me, which I paid for, again!

  Business Response

  Date: 05/29/2023

  Hi *****, we are truly sorry to hear about your experience. We would like to apologize for the inconvenience caused and ensure you that we have reported this case to the appropriate department so that all preventive measures are applied for this to remain an isolated incident. Regarding the order placed with **, we have issued a full refund for it and the funds for it should be back to your account at this point. Please do not hesitate to reach out to us for any questions or concerns at ***************************************.  

  Customer Answer

  Date: 06/03/2023

  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:05/08/2023

  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.

  So upon ordering I Selected one thing. Went? Through. The? Purchase. Order? The item when delivered was not what I ordered. I then call the pizza place and call slice.Pizza places Saying take it up with slice. Sliced tells me that a supervisor will be contacting me supervisor has not contacted me. I call in I get told the supervisor will contact me in 5 minutes an hour goes by still nothing. I call him again. They tell me that they won't talk to me that they can't do anything about it. What? On slice app again. Tried to order the same thing and just as your checking out it changes. The options try to bring this up to slice and they don't care? They would rather charge the customer or charge the pizza place. They don't care that their rap is messing up. Slice refuses to have any kind of responsibility or to even talk to customers.

  Business Response

  Date: 05/15/2023

  Hi there, we are sorry to hear about the issues that you had faced with your order. Based on the information provided we did check on our end that a partial refund was applied to your order regarding the incorrect item received. However, if this was not the case or we have details missing regarding this case please reach ** at *************************************** and we will connect.  

• Initial Complaint

  Date:04/20/2023

  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 on the slice app on 4/18/2023 for a pick up order from **********************. The order was for a large pizza with pepperoni, bacon, green peppers, and onion as well as a side of garlic cheese bread. My husband picked up the order and noticed the box was extremely heavy. When he opened the box the pizza was covered in what looked like chopped hot dogs. He immediately called them and told them we received the wrong order and we were bringing the pizza back and wanted the correct order. They then told my husband that they in fact didnt have bacon and they use hotdogs as a replacement. We told ********************** that was not only disgusting but unacceptable and we were bringing back the pizza and wanted a refund since they didnt have what we ordered. They said that was fine but the refund would have to go through slice since thats how we placed the order. The Pizza was returned to ******* at 7:13pm on 4/18/2023 and I contacted slice at that time as well. I explained what happened and that the pizza was returned to the store and the store told me that slice would have to issue a refund. Slice told me they would investigate the problem and get back to me in 24 hours. After 24 hours I still had no answer from slice so I contacted them and chatted with ******. He told me the store refused to authorize the refund because they followed the directions on the order. I explained again what happened and how the store had in fact not followed directions. ****** said there was nothing he could do and I was basically out of luck for a refund. This store should not have a topping listed if they dont carry it, much less substitute it for whatever they feel like and expect the customer to just deal with it. Im surprised this place is still in business with practices like this.

  Customer Answer

  Date: 04/27/2023

  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:04/19/2023

  Type:Billing 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 January 1, 2023, three fraudulent orders were placed on my Slice.com account:Order Number ********: $104.72 Order Number *******: $32.87 Order Number ********: $28.86 I immediately called Slice.com on January 1st (1st report) to report the fraudulent transactions. Here is the info that was provided in the orders. I do not know this person. The delivery was to an address in ** and I live in NY.Quailo G ************************************************************************************ When I called Slice.com the customer service representative told me that the charges would be reversed. After a few weeks (late January) the charges were still on my card so I contacted Slice.com again (2nd report). I was again told that my money would be refunded.It is now 4/18 and the charges are still on my card. I called to report it again today (3rd report). I also formally documented in writing to request that these fraudulent charges be refunded (4th report). My PayPal information was saved as my payment method on my Slice.com account and that was used for the 3 orders on the Slice.com app. The Slice.com account is under my husband's name, ***.

  Business Response

  Date: 04/20/2023

  Hi there, we are sorry to hear about this issue and that it has not been resolved. We have taken another look at this case and the orders not directly made by you have had a refund processed, the funds for which will be back to your account within 3 to 5 business days depending on your bank provider. Nevertheless, if we were not able to cover any additional details regarding this case please do not hesitate to reach back to us at ***************************************. 

  Customer Answer

  Date: 04/20/2023

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

  Business Response

  Date: 08/15/2023

  Thanks for getting back to us and before anything, I want to extend our most sincere apologies for the trouble caused. We have already escalated the issue to the appropriate team and will work with PayPal to resolve the issue on your favor. Of course, this process takes a bit so your patience is much appreciated. We will keep you updated and you can always reach out to us for anything.
  

  Customer Answer

  Date: 08/15/2023

  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:04/18/2023

  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 a reward for a free pizza that disappeared from my account before the expiration date. I contacted Slice through the chat function on 4/12/23 and explained the issue to them. They claimed that they couldnt find the reward under my account and when I presented them with the email stating that I did indeed have a reward, they claimed that the email was a mistake. They referred my case #******** to a specialist and in her email, she stated that in order to receive a free pizza, 8 pizza points (1 point = $30 minimum) is needed and I didnt place any orders of at least $30 so I didnt earn any rewards so far. I explained that when I placed those 8 orders, the minimum order amount at the time was $15, not $30 so I did earn the reward. No response since then as they dont seem to know their previous policies and have a poor system in place that is unable to track rewards. I wont be using Slice again as the minimum has increased 100% which is not worth it at all anymore (basically spend minimum $240 to get a free pizza).

  Business Response

  Date: 04/20/2023

  Hi ******, we are sorry to hear of any miscommunication. The Reward program is set up and supported directly by our restaurant partners so the minimums for an order are defined by them to ensure local support. We do have more details regarding the program at the Rewards FAQ page available on our website and our Slice app. Nevertheless, if there is anything we did not cover regarding this issue please feel free to reach back to ** at *************************************** and we will be happy to take another look at this case. 
  

  Customer Answer

  Date: 04/23/2023

  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:

  Thank you for your response, however it does not address the original issue - the missing reward. I already earned the free pizza by meeting the qualifying order minimum ($15 at the time I placed the orders).
  

   

   

   

   

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

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

  Business Response

  Date: 05/04/2023

  Hi ******, we are sorry to hear that our initial response was not able to cover the issue you had faced. Based on the requirement set for the Reward program we were not able to pull up information that your account had accumulated the points needed for a ************* However, if we are missing any details regarding this issue we will be able to take a closer look if you are able to reach back to ** at ***************************************. 

• 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.