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

  
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  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:12/26/2023

  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.

  This is an interesting one. So of course ********* connects customers to restuartants, as does ********* **** ***** ************, etc. What is unusual about Slice, is that unlike the others, they claim they have no ability to refund or adjust orders, even when the order is not delivered at all. (The other complaints are similar to mine and easily readable on the BBB site. What is interesting is that the resutaurant told me they had made a mistake. I live alone and am a 47 year old male but **** said their delivery person 'gave the pizza to a ****** This was obviously deliverered either to the wrong address or the wrong apartment and to Roma's credit, they re-made the order and assigned another delivery person to deliver it which was done efficiently and correctly. I spoke to 4 reps, from ********* saying that could not refund any order unless the restaurant 'admits to owing the funds.' Here is my email from ********* management sent today:*************************************** 12:55?PM (7 hours ago)to me Hello ******,I hope this email finds you well. My name is *******, and I am a member of the Marketplace Experience team here at Slice.I am writing to you in response to the feedback you provided regarding your recent order placed with "*******************".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 pizzeria 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.If you have any further questions or concerns, please dont hesitate to contact us or our Support Team directly.Best regards,"They charge for orders not received**

  Business Response

  Date: 01/04/2024

  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 to share the findings of our investigation. Due to the fact that the restaurant has prepared the food, and their 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 ****************************************

  Customer Answer

  Date: 01/05/2024

  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:

  One more time for the folks in the back. I live alone and sometimes with my 8 year old daughter. This order was not delivered to me and after hearing *********'s response, I called the restaurant directly. The manager was kind, apologized as their driver, ***** had started that night had given my order to a 'lady' who answered the door. This was obvioulsy not my apartment as I had been home for the night. The kind manager apologized that it had been delivered to the wrong address and sent a replacement out with their regular driver delivered it properly and apologized again that his colleague had deliverted to the wrong building. 

  I did think that given that it only took me 3 minutes on the phone with the merchant, Slice likely made no attempts to call the restuarant on their custromer's behalf. Of course it's disturbing to be told by Slice after dozens of successful and wonderful orders that I must have 'made up' the botched delivery. I do business with companies who respect and believe their loyal customers and this is clearly not one such business. Not hard to bypass ********* and order your food directly. I'm not what exactly Slice is providing forr their fee. It's certainly not as they claim, connecting customers with great pizza and were I a merchant of Roma Pizza's quality, I would be upset if I were paying a cut for this kind of lazy, and frankly offensive service. 

   

   

   

   

   

   

   

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

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

• Initial Complaint

  Date:12/04/2023

  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.

  Placed an order with Slice to a local pizza shop. I was contacted via text message that my order was processed and to be delivered soon. After an hour, I contacted the pizza shop to find out where my order was. The pizza shop stated that my order was picked up through a Slice carrier. I then downloaded the Slice app to track my order. It said delivered. I then physically checked outside of my property and did not see my order. This resulted, in my need to contact Slice. I called Slice, and explained my concerns. I asked to speak with a supervisor, whom I was told would call me back. However, upon asking when that I would be, I was told she was not sure, but that my concern will be set as a priority. I have not received a call from a supervisor, nor have I received a refund. This is unacceptable.

  Business Response

  Date: 12/09/2023

  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. 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 I went ahead and refunded the full amount, $30.84. 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. You can always contact us at *************************************** or our Support Team directly if you face any issues in the future.

• Initial Complaint

  Date:11/27/2023

  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.

  On 11/25/23 I placed an order using the buisness' website. I waited for about 1.5 hours and then I realized how long it was taking. I contacted Slice, and they told me that the order was out for delivery. The restaurant is only about a 3 minute drive from my home, so I figured the order should arrive at any moment. After about another 15 minutes, the order still was not there. I contacted Slice again and they told me that the order was delivered and they attempted to call me but there was no answer. I went and checked my phone, and see no missed calls or messages. Then I went to check for the order, which was not there. I let the support person from Slice know, and they said that the restaurant said it was delivered. I let them know I checked all around my home and there is no order anywhere. I asked if they had a picture for proof of delivery, but Slice stated they did not. This is what concerned me. First, they told me they tried to call me but I didn't answer, which is not true. (The phone number on file is correct, I double checked) Next, they told me the order was delivered already, but it was not. I requested a redelivery or a credit so I can order again. I didn't feel comfortable reordering and paying for the same thing twice with nothing in my hands. They said they can only have someone contact me in 24 hours regarding this. I've already been told I was contacted when I wasn't, so I was not hopeful with that reply. There has been no resolution.

  Business Response

  Date: 11/29/2023

  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 their 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. 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: 11/29/2023

  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:
  

  I have paid for a product I did not receive and am still receiving the same response that I was given from the general customer service line. I have not heard back from my last email to Slice either  

   

   

   

   

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

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

• Initial Complaint

  Date:11/17/2023

  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.

  Ordered a pizza through the slice app, app said it was delivered but it was not. I contacted the shop and they stated the pizza was picked up by ********. I then contacted slice and they stated someone would call me within 12hours, upon not hearing from them I contacted them again and ******* stated I would get a call in 10 minutes from a supervisor but got no call. I am demanding a refund immediately.

  Business Response

  Date: 11/19/2023

  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. 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, the full amount was refunded in our system, $33.92. 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.

  Customer Answer

  Date: 11/21/2023

  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:11/03/2023

  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.

  October 29,2023 I ordered a pizza at a new pizza place near me, when I clicked on the name on ****** I was immediately rerouted to Slice to place an order, I put an order in and paid with a card . Then I checked my email for confirmation and noticed the address was in MA and I immediately called the Pizza place in MA and then Slice neither company is taking responsibility or action . Someone from the pizza place emailed me back reporting this has happened 20 other times with the wrong pizza place and people asking for refunds and they informed Slice and Slice said it's an User Error .

  Business Response

  Date: 11/05/2023

  Hey *****! We're sorry to hear about your experience. After reviewing your interaction about Order ******** with *******'s Pizzeria, our team has 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 ****************************************

  Customer Answer

  Date: 11/07/2023

  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 order was not delivered for one. According to the business this is the 20th time this has happened, they have received orders from a different state through the SLICE app, indicating a problem with the algorithm you are using. 

   

   

   

   

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

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

  Business Response

  Date: 11/30/2023

  Hey *****! We're sorry to hear about your experience. After reviewing your interaction about Order ******** with *******'s Pizzeria, our team have already reached out to you with an email to share the findings of our investigation. From the start of the session you selected ************************* in ********************************************************* and proceeded to add items to your cart and proceeded to checkout and we did not find any logs showing an attempt to change the restaurant you are ordering with. We've confirmed that this was not caused by our website and nothing out of the ordinary occurred during your session. Unfortunately, the order cannot be refunded as we've already spoken to *******'s Pizzeria and they had prepared the order. 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:10/31/2023

  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 ordered a pizza using the Slice app. The pizza never arrived. I chatted with a Slice support agent who falsely said "the restaurant informed us that the driver is currently on the way" and "will be there any moment." I then called the restaurant, who admitted they missed the order, and were never contacted by Slice. The Slice agent also refused a refund, since "the driver is already on the way with the order" (which was not true). The Slice agent then unilaterally ended the chat.

  Business Response

  Date: 11/02/2023

  Hi *****, thanks for reaching out and sorry to hear about your experience! We've communicated  with ************* and they confirmed that the food was made and their driver delivered the order at ******************************************, *** **. With that said, they did not authorize anything as the food was already made and since the funds belong to them, unfortunately, we are not able to refund the order without their authorization, major apologies or the situation. 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: 11/04/2023

  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 response from the business did not address my core complaint.  I'm requesting a refund from Slice, not from the restaurant.  Slice uses highly deceptive practices.  The app fools the user into believing their order is actually being tracked, when in fact Slice has no mechanism for realtime tracking of order status.  And Slice's support agent just literally lied, telling me *************** informed us that the driver is currently on the way", when in fact (1) they hadn't contacted the restaurant, and (2) the driver was NOT currently on the way.  In short, Slice seems like one big deception.  It seems to me that such deceptive, anti-consumer business practices warrant a courtesy refund, or honestly, more serious sanctions (I question whether they should be allowed to continue to operate in ********).

    

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

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

  Business Response

  Date: 11/09/2023

  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 their 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. 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:10/10/2023

  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 pizza through their delivery app on 10/6/23. I paid $28.36. I did not receive the order and reported this immediately to their customer service department. My order number is: ********. Their customer service department keeps giving me the run around that someone will email me. I have not received any email from them as yet. I found several reviews in the apple app store by other customers that also reported the same issue. This is blatant fraud and this company should be closed for stealing money from customers.

  Business Response

  Date: 10/25/2023

  Hey *****! We're sorry to hear about your experience. After reviewing your order, it seems that our team already sent you an email about this situation. 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. You can always contact us at *************************************** or our Support Team directly for any further questions.

• Initial Complaint

  Date:10/02/2023

  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.

  09/30/23 I ordered 2 pizzas from Torino's and some other items. We waited for almost 2 hours for the delivery which never came. I contacted Slice support on 3 different occasions asking about the order and was told that they were on their way. I never received my order. Now I am also being denied a refund since they're claiming the order was delivered.

  Business Response

  Date: 10/02/2023

  Hi *****, thanks for reaching out and sorry to hear about your experience! Upon checking in our system, our Customer Support team communicated multiple times with ************************** and they confirmed that the food was made and their driver tried reaching you but there was no answer and delivered the order at **********************************************************************************. With that said, they did not authorize anything as the food was already made and since the funds belong to them, unfortunately, we are not able to refund the order without their authorization, major apologies for the situation. If there's anything else we can be of help with, don't hesitate to reach us at ****************************************

• Initial Complaint

  Date:09/21/2023

  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 placed through Slice to a local restaurant, local restaurant didn't have the items ordered, I cancelled. Slice refuses to issue a refund.

  Business Response

  Date: 09/24/2023

  Hello ***** I am truly sorry to hear about this and it is definitely not the experience we want you to have when ordering on Slice and after reviewing your case, our team have already reached out to you with an email. The order is voided along with the transaction and the money will be back in your bank account in 3-5 business days, depending on your bank provider. I really apologize for the inconvenience. You can always contact our Support Team directly if you face any issues in the future.

• Initial Complaint

  Date:09/21/2023

  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.

  9/20/23 Paid $42.50 for a pizza delivery from Pizza ***** via Slice. $15 of the $42.50 was in delivery fees and tip. Food was for a pizza party for my staff at the mall. Food was delivered 23 minutes late, had to make 5 phone calls to check the status, driver didn't speak English and couldn't communicate, was expected to meet the driver outside the mall even though I gave a suite # and paid for delivery when I placed my order, manager on duty refused a refund and made me wait 2 hours for store owner to respond, was given a $10 discount that I didn't authorize when I requested a full refund via email. Slice was of no help said my money belonged to Pizza ***** and they wouldn't authorize a full refund. Food was cold and no one ate it cause of all the trouble. ****** had a nasty attitude when he delivered people were afraid he could've contaminated it in retaliation.

  Business Response

  Date: 09/24/2023

  Hello *****! I am truly sorry to hear about this and it is definitely not the experience we want you to have when ordering on Slice and after reviewing your case, our team have already reached out to you with an email. 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, they only authorized $10 off on the order and it was already processed. Also, our team provided you with a $7 off on your future order with any restaurant of your choice on our platform. We really apologize for the inconvenience.