ComplaintsforPiada Italian Street Food

• Initial Complaint

  07/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The Piada location on ************* at the Pointe at ************* is the absolute worst. I order on average once per week or once every other week and the orders are always completely wrong. This is via the drive-thru window pickup where I cant possibly go through the salads to check them in the car. But that doesnt matter because I should never have to do that. I spend an average of $30 each visit and I would say Ive had a correct order 1 in the last 10 visits. Sometimes the ingredients are ingredients I cant eat. Sometimes they dont meet my dietary restrictions. A few weeks ago I had raw pink steak. Ive thrown out 5 of the last 10 orders and went somewhere else. I want to know how hard it is to read what is on the order and make the food correctly?

  Business response

  08/08/2024

  Hello -

  Our local Market Partner attempted to call the Guest and left a voicemail but had not heard back. Please let us know what other actions we can take, waiting a call back to resolve the issue. 

  Thanks - 

  *****************************;

  Customer response

  08/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22045859
  
  I am rejecting this response because the person who said they left a voicemail never did. Boldface lie; please do not insult my intelligence. I did hear from someone who invited me to come in at an inconvenient time for a meal which I politely rejected lol that id change my schedule for you. I heard something about gift cards and have heard nothing.

  I will continue to reject each and every one of these until I get refunded for my incorrect orders (all of them) and my time responding to messages such as these. I recommend you go back to your ordering records, find all the times I visited (I used to go once a week, now the thought of visiting makes my stomach hurt) so Im sure you can figure out the best way to close this in a manner that is acceptable to everyone. But to be clear, saying you left a voicemail for someone when you never actually called and left one is pretty low. Try harder.

  
  Regards,
  
  *****************************

  Business response

  09/04/2024

  Hello - 

  Our Regional Director of Operations, *************************** spoke to the guest and we mailed a gift card. Please let us know if you need anything else on our end!

  *****************************

  Customer response

  09/04/2024

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. I look forward to improvements at the location soon.
  
  Regards,
  
  *****************************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello my name is ****** ******** and I am a frequent customer of piadas all over ******************* as of yesterday piada was my top 2 choices of fast food, unfortunately as I began to indulge in my bowl I am greeted with a hard and unchewable object, i later found out as I spit the object out it happened to be a bolt l/washer of some sort in my mouth as I’m trying to chew, I immediately returned the bowl and informed the staff of the incident and thankfully my bowl was remade at no charge, I also was asked to write my name and number down and was told I would receive a phone call from the stores head chef and it is the next business day and I have received no call, I’m sure he’s busy but I already informed my attorney and I was advised to ask you guys how would you guys like to go about this situation.

  Business response

  07/25/2024

  Hello - 

  I am so sorry for this experience and finding a metal object in your food. I have forwarded all the necessary information to our Market Partner who oversees this location in our ********* market and they will be reaching out today to speak with ****. 

  ********* *****

  Customer response

  07/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  I am potentially pursuing a lawsuit against the company per advice from attorney!
  Regards,
  
  ****** ********

• Initial Complaint

  05/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an online order and most of the food items are missing. There is NO way to contact this business to request a refund. They don’t answer the phone and their automated telephone system does not allow you to select any options as all it does is repeat the pre recorded message. No way to contact corporate as it just takes you back to the same automated system. So there is no way to be reimbursed for the items I paid for that were not included in my order. I tried going to the store in person and the drive thru person laughed and said tough luck we are closing soon. I told him their phone isn’t working and he replied that they shut that phone off because they don’t have time to answer. I want my money back from Piada Italian Street Foods on ***** **** ** ****** *****

  Business response

  05/30/2024

  We reached out to the guest, she provided the necessary details to process a refund. Refund is being processed by Piada today to resolve the complaine. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I placed and order through the Piada app for the Stetson Square location in Cincinnati Ohio and hit grab and go instead of delivery. I tried to call them immediately and could not get through to someone after multiple attempts and many minutes on the phone. VERY disappointed. Had to place a second order to have the food delivered and now will be out $31.55 for the first order that will be left sitting there. Order # ***************** on 4/12/24 at approx 12:15pm.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/09/2023 myself and a few other patrons visited the Piada located on 6602 Fanin street in Houston TX. We arrived around 9:10pm and stood in the front of the line. There were 4 employees 2 black women a Hispanic woman and 1 black male. No one was greeted by anyone on the staff. We said excuse me and gained the attention of *** who had on a white coat and a bright red wig. We asked if the store was still open on which she replied they were no longer taking orders. We then asked *** when was anybody going to say anything in which she got a very nasty attitude and aggressively lunged at one of the other patrons. The interaction was captured on video and can be submitted upon request.

  Business response

  10/18/2023

  I sent an email to the Guest and am having our local Market Parter call to get more information. I am also sending two free entree cards. 

• Initial Complaint

  04/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was at the Akron, OH location on 4/28/23. Order number *****************. I ordered two Chef's favorite piadas. Both of my paidas seemed as though they didn't even get grilled or pressed or whatever it is that is supposed to be done to them. The wraps were cold and uncooked. I've ordered the same items from this location multiple times and never had an issue, it seems a step was missed this time. Usually the piadas are crispy and cooked, these were just like uncooked tortillas. I know how these items are supposed to come because I've had them in the past. The food was wet, cold, sloppy, and unappetizing. It wasn't edible.

  Business response

  05/02/2023

  Hello - 

  I am so sorry to hear about your experience at our Akron, OH location. I would be so disappointed as well if I was given a piada that wasn't properly toasted! We are happy to refund your order to help make this right. Could you please respond with your name, receipt number, date of purchase and total amount of the receipt so we can refund your order? Again, I am so sorry for your negative experience and that your meal didn't meet your (or our) expectations. 

  Thanks - 

  ********* ***** 

   

• Initial Complaint

  02/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 1/1/23 online and paid extra for delivery. I was given an estimated time that my food would be delivered(about a 60 minute wait). After the time came and went I called the location to find out why I haven’t received my order. I was told that my food is here waiting. I explained that I paid for delivery and even left a tip so why is it still at the store getting cold. I was told that no one has come to pick up my order so it just sits there waiting. I then said that I was coming to pick it up and to reimburse me the amount I paid for delivery and tip seeing that I had to go drive to get it myself. When I got here my food was cold! It was incredibly disappointing. I had family in town and was hyping up how great this place was and looking forward to enjoying it. We had to reheat the food and it wasn’t even good. We just threw it away. I reached out immediately and asked for the refund of my delivery and tip returned. I spoke to the chef and he said I needed to ask via the app which I did. He told me I should reach out to door-dash and complain but I never ordered through door -dash, I ordered through PIADA’S app. I then heard from **** ****** apologizing and saying that he would send me a $25 comp card which he never did. I reached out again via email for my comp card but he will not reply. I’m looking for a refund not a comp card because I do not want to return to this restaurant. My total was $60.59 from the Piada in Sugarland, TX. I’m asking for a full refund.

  Business response

  02/14/2023

  Guest who submitted the complaint was contacted via the phone (left a voicemail) and email on February 14th 2023 with request for further information to process the refund. 

  Customer response

  02/14/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  01/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 10/17/2022 I visited the Piada's on Cedar Rd., In Ohio. 3:50p Cashier "T3#3064 ***** *****". This individual as a HABIT of overcharging; 1st time, I failed to check receipt before leaving, I was charged his lunch, Carbonara chicken bowl, $10.18, something I have never purchased,only steak. Assured by ***** ****, per him, he could not refund from a store level. Took my info and said, money would be credited back. This has happened a second time, same cashier, same order. I only purchased for 2each time, with steak. I would like to report theft off of my debit card.

  Business response

  02/17/2023

  Hello *****-
  Thank you for your inquiry.  Our Market Partner corresponded with you via email early in February.  He described our actions of coaching in the restaurant and offered you a GC for your experience. Additionally, at that time, he tried to refund your money but that was declined with the GC offer.  We appreciate your feedback and the opportunity to continue to have you as our guest. If you need anything additional, please let us know.

  Sincerely,

  *******

  Customer response

  02/19/2023

  Mr. J. ***** requested my credit/debit card information.  Due to previous theft offenses from that card, I refused to give that information. However, Mr. ***** also offered a $50.00 gift card to be sent via email, which he has not done.  Neither has he relied to that email, accepting or refusing my offer.  If you, BBB, feel Mr. **** can be trusted with my information, please let me know. 

  I personally was afraid of taking another chance, especially when we all know how a debit card works.  Monies made be sent to any Key Bank, in my name: ***** R. **************, if he really wishes to be honorable on his words.

  Greatly appreciate your assistance to this matter.  

  Business response

  02/24/2023

  Per email from business, they will email a gift card to consumer's email.

   

  Customer response

  02/25/2023

  I accept the business's response to resolve this complaint. I thank you for attention to this matter!

   

• Initial Complaint

  12/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered online for pick up at the Parma, Ohio location for Piada. Showed up three minutes later than the expected time of 5:45 and I expected my food to be on the shelf waiting. It was no big deal that it wasn’t ready, so I stood by the shelf and waited. As I waited, a worker asked my name and asked to see my order confirmation. After looking at my order confirmation she looked confused and said “oh yea I think it’s being made right now.” I continued to wait for 30 minutes after this by this shelf before becoming frustrated and leaving. Biggest waste of money I’ve endured. Nobody working here seemed to even know what was going on. Was told they can’t directly refund my card. Absolutely never coming back to this location and likely none others if this isn’t resolved with at least a refund. Ridiculous is putting my experience lightly.

  Business response

  01/05/2023

  Hello ***-

   

  We received a complaint today that came through last week. I have forwarded it to the Operations Team and asked for them to respond to the guest directly. Which, they will do timely. I understand that there is a seven calendar day window however with the holiday and time off. I am now just receiving the complaint. Can we have the next 48 hours to respond without closing the case?

   

  Thanks,

• Initial Complaint

  12/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went in December3rd at around 6:05 pm first off I was in the store over 30 minutes, I received my food in a plastic bowl ( what they give for salads). Then I finally get to the register and ask for the sauce for the Piada sticks and they informed me they didn’t have any so I asked for a refund for my sticks because I only like that sauce that comes with them. The girl had an attitude and the manager came over and said he was refunding my money. So I left out the store but when I got to the car as my sister was driving I looked at my receipt and it only went down $2.00 in which I know the sticks are more than that. So I checked my account and not only did he not refund me he actually double charged me. It was originally $17.01 and went to 15.07 in which my card was charged both of those amounts. I have been calling since December 3rd and left messages at the corporate office and no one has gotten back to me. Unfortunately my car was totaled from someone hitting me so I haven’t been able to get back to the store because they are not answering their phone. I do not have money for anyone to be taking! I have pictures of my food in which the bowl was melting about time I got home. I only have one receipt now ( my youngest son must have grabbed it) butI can show anyone on my account the amounts that were charged. Please help thank you

  Business response

  01/05/2023

  Hello -

  Thank you for reaching out to us. We are sorry about your recent experience and the other challenges you are having at this time.  Our Market Partner, Brian, has reached out to you directly, via phone and e-mail.  He did verify that the refund was issued correctly in our system and the documentation that you sent does show a reversal of $17.01.  However, we would like to confirm with you that you did receive the refund as requested. 

  Sincerely,
  

  Piada Italian Street Food

*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. ↩