ComplaintsforPanoony's Pizza and Wings

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/23/2023 - Purchased four vouchers for $50.00 good for 4ea at $25.00 from Fox 59 Be Our Guest offers. Their website said only refundable w/in 3 days so I attempted to get refund of $50 from ********* Pizza after the General Manager refused and said he was "Done talking to me" and to take it up w/Fox 59. The experience was on 3/30/23 I orderd food totalling $33 at 11:25am and was told order would be ready in 30 min. Upon arrival the order wasn't started yet and while on lunch break I could not wait. I phoned later when the ** said it was him who took my order and the time given was an estimate. I asked to speak with an owner and he refused saying he's too busy owning 2 businesses and that is what he has him for. Asked me what I wanted and I told him $50 credited back to the credit card as I didn't care to do business with this establishment after he was rude and unhelpful telling me he was done talking to me. I asked for the owner to call me and left the ** my contact information and he said not to be surprised if I didn't hear from him. I would like my four $25 vouchers to be voided and $50 refunded by this establishment since Fox 59 is not responsible for them or their actions. This is not a way to treat customers and run a business and there are too many pizza places to choose from who can get an order ready when told a time for a pick up.Thank you,*************************

  Business response

  05/03/2023

  In dispute of the customer's complaint to ********* **********************,

  On March 30th, 2023, the customer ordered food via phone call at approximately 11:25 A.M. and was given a time of, "about 30 minutes." During the original phone conversation, the customer had informed the *** who took the phone order, they were running to a doctor's *********** and then making their way to **************** on their lunch break, and they were in a rush. The customer was informed, "we will do our best." At the 30-minute **** of the order being placed, the customer's food was next in line to start making after orders taken prior to theirs were made. Upon their arrival, they were displeased with their food not being finished inside a 30-minute time frame and left without purchase and product. Later on in the afternoon, nearing the dinner rush, the customer called back to the store to speak with a manager or the owner. At this time the ** was in store and took the phone call from the customer. The customer stated how displeased they were and stated **************** needs to give them a refund on their $25 vouchers they had purchased from *********** Be Our Guest Segment. At this time, the customer was informed that all Be Our Guest vouchers purchased through Fox 59 are not refundable through Panoony's Pizza and Wings and they would have to dispute this with Fox 59 to receive a refund for their vouchers. This upset the customer. At that time, they became more displeased that **************** could not give them the refund for their vouchers and **************** apologized for the inconvenience. From that point they stated that, "this is not how you should run a business and treat their customers." To help accommodate the situation, the ** offered to make the customer's food for dinner to help diffuse the situation. They declined and demanded to speak with the owner. They were then informed the owner was not in the store and is very busy owning two businesses. The customer was also informed that the ** is in the position to remedy situations like this one. They then would go on to interrupt the ** and state, "this is not how you should run a business." The customer demanded to talk to the owner in which the ** asked for their information to give to the owner. The customer gave their contact information after the ** asked several times for their name and phone number. From there, the ** stated that they were at an impasse with the conversation and he would pass the customer's information along to the owner of the business with no guarantee of the owner giving them a return call. From there, they continued to state how terrible their experience was as the ** apologized for them not being satisfied with their experience. Given the point of the conversation, the ** stated to the customer, "This conversation isn't going anywhere at this point, thank you and have a good rest of your day." The customer politely responded, "you too" as the phone call ended.

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