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: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,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:07/10/2023

  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 ordered through the app on June 29th for a delivery that never happened. I was never informed by the pizzeria that there was an issue with their driver until 5:38 when I reached out to check on my food after the delivery time that was given by the app, which was 5:18pm, has come and gone. Only then did the business inform me of their inability to deliver the food I ordered. I was told that I would have to come pick up my food. I told the person I was speaking with that I specifically ordered delivery because I had no vehicle to pick up the food so I asked for a refund and he confirmed which app I used and said ok. I was never refunded so I reached out to the slice app online support tech and was promised they would get back in touch with me once they could speak to the owner in an hour and a half. Never heard from them. I want the slice app to assist me with a refund for this businesses literal failure to deliver. I also want them to be aware that their techs are offering services to businesses that feel it is ok to operate this way.

  Business Response

  Date: 07/12/2023

  Hi *****, we are truly sorry to hear that your order was not delivered. We have reported this case to the appropriate department to ensure all preventive measures are taken for it to remain an isolated incident. Regarding the order, a full refund was processed for it and the funds at this point for it should be back to your account. Nevertheless, if there are any additional details or issues with your refund, please do not hesitate to reach us out at ***************************************. 

  Customer Answer

  Date: 07/12/2023

  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:06/29/2023

  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:06/27/2023

  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.

  Date: 06/26/23 Ordered a pizza and french fries. Pizza was over $20 while fries were under $4. Only the fries were delivered. Initially slice offered 50% off ($12.50). After accusing them of stealing my money, they refunded the cost of the pizza. I also asked that they refund the delivery fee ($5), since the delivery was unsuccessful. They refused, and the customer service agent told me there is no one at the company I can talk to who would be able to refund the delivery fee.

  Business Response

  Date: 07/12/2023

  Hi there, we are sorry to hear about the issues with your delivery order. Can you please reach us out with further details at *************************************** regarding this issue, we want to take a closer look as to what went wrong and make thing right. 

• 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,
  
  *************************