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:02/20/2025

  Type:Product Issues
  Status:

  UnpursuableMore 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 12/3/2024 at 7:43 P.M.I placed on online order to *********************************************** on Water St. in **********, ** with an estimated delivery time of 8:28 P.M. This order was placed using the *********************************************** website totaling $100.61 including delivery, tax, and tip. At about 8:15 P.M. I received a called from a delivery service driver stating that the store was closed and they were therefore unable to deliver my order. I contacted the store directly on 12/5/2025 at 11:32 A.M. to discuss this matter. I was told by the employee that they would contact their manager regarding this. Since this initial call I have called the store ********************************* resolving this matter. The employees have been friendly and as helpful as possible and took my name and number and said they would pass it on to their manager. I did receive one call from the manager and she said they did refund my money and that there was nothing more they could do. I explained that the refund has never showed in my checking account (I used my debit card as indicated on my order). I have contacted my bank as well and they could not see this credited to my account. I understand that this manager is currently on maternity leave. The employees stated they would pass my information on to the upper manager per my request. I called the store on 2/12/2025 and while I was discussing this matter with an employee, the manager came into the store and I was able to talk to her. She took my name, phone number, and card number that was used for my order and said she would look into this. I asked her if I would hear back from her that same day and she stated she would call me before leaving the store that day. I never received a call back from her. During one of my conversations with employees regarding my issue, I was told that this has happened to other customers and those customers were also told that they were refunded and there was nothing more the store can do. I would like to be refunded.

• Initial Complaint

  Date:10/16/2024

  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 via the app and the order never arrived. Called and spoke to someone who said it was sent with a third party delivery service they can't track so they would refund me. I was charged $30.33 twice and refunded once. The store claims they can't do anything else. My bank requires forms to be completed and mailed back with a ***** day waiting period and no guarantee of a refund.

  Business Response

  Date: 10/26/2024

  Hi *****,

  Apologies for causing you frustration on this. I've attached our logs that show there was one order from you on that day, and that we refunded the one order. Unfortunately, that means the team at that store have no access to be able to credit back the second transaction as it doesn't show in our system. 

  That also means that it's either an issue at your bank's end, or at the third party payment processor that handles the transaction between the store and your bank. What should have happened here is that someone on the local team should have escalated to me (the Owner) so that I could look into it some more, and make sure we get things resolved to your satisfaction.

  Would you mind reaching out to me direct on ************************ I want to confirm whether you've since had this additional charge refunded either through logging a dispute, or another method. I'd also like to mail you some coupons by way of apology for this situation - This is certainly unusual, and not what we would expect our customers' experience to be like normally. If the charge has not been refunded, I can connect with our payment processors after the weekend and confirm if this is something we can help with further. I want to make sure we get your money back to you asap regardless of where it's been charged. 

  Thank you,

  ****

• Initial Complaint

  Date:12/14/2022

  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.

  Order # 5e345bfd I placed an online order for delivery on 12/13/22 at 732am. I order one bowl of soup, one giant soup and 3 loaves of day old bread. I requested a delivery time of ****pm. The first issue I have is I received this order at ****pm. The next issue was I received 3 bowls and 1 cup of soup. Not one bowl and one giant. I called the store at ****pm and spoke to an unnamed store clerk that said they did not have giant sizes so two bowls and a cup equals a giant. I said you should have contacted me PRIOR to the order being completed to ask if this was ok. This was for an office meeting, there were no extra bowls included and there was not the same amount in them. I am requesting my $16.99 back as well as the $3.50 delivery fee.

  Business Response

  Date: 01/13/2023

  two bowls and a cup equal what a giant cup is. Thats why **********, it equals 32 oz. 

  Customer Answer

  Date: 01/13/2023

  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.
  
  It was more than just how it arrived in separate bowls. I asked for a refund of my delivery charge arriving too early. It also doesnt explain why I didnt receive a notice it would be coming this way. In case I wanted to change my mind. 
  
  Regards,
  
  *****************