Complaints

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:04/18/2023

  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.

  placed a mobile order. Ordered pizza, 4 salads and wings. Order total was $108.02. my husband brought everything home and when we opened the bag with salads in clear containers, all of the salads were rotten. I called to complain and get a refund for the salads $31.96. They told me they had just made the salads and all of their lettuce was that way and no one else had complained. I would never serve this at home, and a restaurant is charging for it. They offered a credit on our account so we would get free salads next time we ordered. However, I am never eating from that restaurant again and a credit will not rectify the current rotten food. I told them a credit was not acceptable and I wanted a refund for the salads. They said they cannot refund any money. They don't do refunds. They could credit us for next time or remake it with the same lettuce. Neither is acceptable. They hung up on me. I called back and the manager answered the phone. I said I had the rotten salad and wanted a refund. He screamed at me and hung up the phone. My husband took the salads back to the store to get the refund. When he walked into the store, the manager repeated himself, credit to account or remake them with the same lettuce. My husband stated that was not acceptable since the salads were not edible. The manager took the salads from my husband and threw them across the store and threatened to call the police on my husband. This is not the first time we have had questionable or rotten salad. We will never eat there again after this. Please investigate what they are serving. I find it very hard to believe there is no way to refund any transaction.

  Business Response

  Date: 04/22/2023

  i am very sorry that you was not satisfied, but at the same time i had tried to talk with you on the phone but i dont have time to be screamed at. also you was credited back to your bank account the amount for the salads, and nobody threw the salads across the store they was thrown into a trash can. again i am sorry that you wasnt satified but i did everthing i could by refunding the money back to your account. and as for the salads being rotten that was a unfortunate event that is not something that happens on a regular basis here, i only use fresh cut lettuce daily. 

  Customer Answer

  Date: 04/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  We do accept the response in that money was refunded to me for the rotten salad, which was all I was asking for to begin with. However, he did way more screaming at me and my husband, swearing and threatening to call the police.  Telling me that he didn't even have a refund button on his machine, which I know is a lie according to other vocelli locations.  If he hadn't lied about being able to refund and refused to refund back the rotten salad and simply apologized for the terrible food and refunded at that time, this would have been resolved immediately.  But telling us that this is just what their salad looks like and that they could only credit us for a future order, after horrible service and rotten food, that was an unacceptable response.  And lying about it.  Screaming at me that he had 6 screens of orders he needed to make and unwilling to rectify an existing order was a horrible excuse for service.  The swearing and outright rudeness of this manager is appalling and will be reported to corporate office.  I don't know any other manager willing to let food that looks like that leave the store, ever.  
  
   
  
  Regards,
  
  
  ****** *****