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:09/12/2023

  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 placed an order through the slice app on September 10th at 1:46 am. The pizza shop I ordered from is called ************** on *****************************************************************. The slice app told me the order was confirmed for a gluten free pizza and then that it was being prepared. I called the customer service line twice and they said they would try to call the pizza shop. The pizza shop was not answering and at this point I still had not received my order. $26.69 was taken out of my bank account and processed despite the fact I never received my order. I think this app is a scam and just takes your money . If the product had been delivered why did I not see anything outside my door, no phone call from delivery person ?? This is unacceptable and I want my money back.

  Business Response

  Date: 09/13/2023

  Hi ********, thanks for reaching out and sorry to hear about your experience! We've communicated multiple times with ************** and they confirmed that the food was made and their driver tried delivering the order at your location, ********************************************************************, they also tried calling *********** and there was no answer. 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. If there's anything else we can be of help with, don't hesitate to reach us at ****************************************

• Initial Complaint

  Date:09/11/2023

  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 an order using the Slice app and soon after realized they had my address wrong- it said *************** when I had typed in *******. I quickly called customer service and spoke to a woman who said my order had not been picked up yet, and she would update it. Over an hour later, my dinner never arrived. I called again, and the new customer service agent confirmed that my dinner had been dropped off on ****************, a Reebok store (he saw a photo of proof). When I asked for a refund, I was told to call back again in 20 mins. I called back again, and a new customer service rep told me there was nothing they can do and Ill hear back from someone in 24 hours. I went on their online chat, and a new representative told me there is nothing they can do because the driver had the original address, not the updated one. I clearly expressed that I called early enough for them to update it. I now have paid for a meal, the convenience of a delivery fee, and a driver tip, and did not receive food - or delivery! This is a scam of a business and the fact that they will not refund me for their mistake is abysmal.

  Business Response

  Date: 09/16/2023

  Hello *******. We know how both inconvenient and frustrating it is to be left empty-handed and we're sorry to hear about your experience. Upon checking into the system, our team sent you an email at ******************** on September 9th and issued a full refund for your order with a total of $65.10. If you have any further questions, dont hesitate to reach us at ****************************************

• 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:09/06/2023

  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 placed an order with ************* in ********** who uses slicelife.com as their third party provider for online ordering. I ordered a cheese pizza with bell peppers, pepperoni, and black olives. The site was a little glitchy and I had to select cheese a few times before it would let me add my toppings. I placed my order and paid, and only received a text from slicelife.com saying my order had been received. No receipt, no detailed order confirmation, just the plain text and a charge to my credit card. When I went to pick up my pizza the order was wrong. The owner insisted he made what I selected through slicelife.com and that he fixed what they sent him. The pizza that was fixed was called Go ******************** That's a big name difference from Cheese. The employee (possibly owner) said I would have to call slicelife.com if I wanted a resolution to my incorrect order and only offered to make the pizza i wanted, but I'd have to pay again, which I wasn't willing to pay twice. Slicelife.com said they wanted to help resolved the issue, but after they called *****'s they verbatim told us what *****'s told me "You selected the pizza, that was made, in the online ordering system." There was no possibility given that slicelife.com could have had a system glitch. So neither company would refund my money. Even the owner/employee of *****'s told me if I had just phoned in my order, it would have been correct and would have cost me less money, showing me a printed receipt of what my correct order could be. Basically telling me I shouldn't use or possibly trust using slicelife.com. Even today when I revisited online order from *****'s through slicelife.com, the site was glitchy and took a few clicks to get to the cheese pizza option.

  Business Response

  Date: 09/13/2023

  Hey *****. We're sorry to hear about your experience. After reviewing your interaction about Order #******** with ************** it seems that the Go ******************* -X-Large was selected with Pepperoni, Black Olives and Bell Peppers. We also double-checked this with our technical team, and they informed us that according to the logs, they were not able to spot any irregularities on our end, there were no changes made upon clicking the Go *******************. 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 and we send emails to each customer after the placement with the receipt. 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. We really apologize for the situation.

  Customer Answer

  Date: 09/15/2023

  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 LaVals owner told me to contact your business to resolve my issue and youre telling me to resolve with them. This is very poor customer service. Especially when your website was glitchy. Im not in the habit of filing complaints, but I cant afford to just give away money to corporations and business, especially when your technical and customer service is poor. On top of that your company boasts supporting small and local business, which I agree with. However, in this case I cannot on good conscience do further business with LaVals or any company that your services are affiliated with.

   

   

   

   

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

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

• 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: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.

  Aug 20, 2023 I Ordered delivery online from "****************" in ***************, ** via their website. It processed the order thru this 3rd party delivery company, "Slice", which I've never used. My mistake for not realizing that it wasn't the restaurant itself. Long story short, we never got our $45.00 order that we waited a long time for. We had plans for the evening that didn't include eating out. I didn't see a phone # for the restaurant on their website via ******* only 'chat' so I sent a bunch of DM's. No response on any of them. I finally was able to contact "Slice" and they said the order was delivered an hour ago. It wasn't. I eventually reached someone from Blue Steel and I was informed that they weren't responsible for online ordering thru their website. "I should take it up with Slice" I was told, Slice says, "take it up with ****************". Awful.

  Business Response

  Date: 09/06/2023

  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. After reviewing your interaction, it seems there is an ongoing charge dispute, and we cannot issue a refund at this stage. Also, our team have already reached out to you with an email to share the findings of our investigation. 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: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:08/14/2023

  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 placed an order with Slice on the evening of August 11, 2023. I paid $44.76.20 minutes later, I received a notification that the order was delivered. The order was nowhere to be found, and I was not contacted by the delivery person. I contacted Slice customer service for more information. They were unable to help me locate the order, so they escalated the case to another department for a refund. I ended up buying a separate order of food from a local restaurant in person.I was emailed on the morning of August 13 by Slice. The representative told me they would not be issuing a refund because the order was marked as delivered. I feel robbed.

  Business Response

  Date: 08/23/2023

  ***************, we are sorry to hear about your experience. We had checked the logs regarding your order from our end with all the indications leading to a successful delivery to the address provided on the order as such a refund was not authorized. Nevertheless, if there is any information we did not cover regarding your order we are able to take a closer look at this case if you are able to reach us out at ***************************************. 

  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:

  Despite what their logs say, the order was not successfully delivered. Clearly the driver made a mistake.

   

   

   

   

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

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

  Business Response

  Date: 09/06/2023

  Hello ******. Thanks for getting back to **! There was an extended communication with the pizzeria and delivery provider, and based on what we've discovered, the order was successfully marked as delivered. With that being said, we are in a position that does not let us refund you. We also sent you an email with more details regarding the whole situation. If you have any further inquiries, feel free to reach out to ***************************************

• 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.