Imo's Pizza

(The consumer indicated he/she DID NOT accept the response from the business.)
As of today February 25th, 2016, I have yet to be refunded the amount that was charged to my card of $I have spoken with my bank several different times and according to them the funds had been deducted from my
account and no refund has been issuedUpon speaking with the manager at Imos's, she offered to take $off of my next order if I was really charged a $delivery feeI would like my refund of $and I would never order again from that location

Complaint: ***
I am rejecting this response because:
The pizzas were not cold and I did not drive an hour from the shop to my home This information is incorrect The product was not fit to eat I was not informed by the manager that I needed to return the same day for a replacement product I placed two phone calls and one visit to the store to request that the store manager call me to resolve this issue I therefore resorted to placing a complaint via the Revdex.com As of today I have not received a phone call from the store manager.
Sincerely,
*** ***

I spoke with the customer February 16, about the charge to her accountShe was charged $February 14th and refunded the same dayWe also offered store credit on the customer's next order
Please note this was addressed and resolved before the complaint was filed with the Revdex.com

We compensated her and took care of her

Customer ordered two pizzas for pick upBoth pizzas were ordered "WELL DONE"Customer picked up two pizzas that came right out of the ovenThe pizzas were hot and well done when they left the store.The customer called back and said pizzas were cold and too well doneWe were told the customer had
to drive an hour to get to their destination which would explain the "cold" pizzas and when customer came back the next day there was only a few "crusts" from around the edges of a few piecesOne pizza was eaten and the other was 95% eaten.It's our goal to satisfy all customers and when a mistake is madeIt's also our goal to make it right and quickly as possible.Our only requirement is to receive product made over or a total refund is the original product must be returnedWe will replace the product or refund the customer's money if we get back all or at least, most of the product.In this case, the customer did not bring back the product, but still wanted two completely new pizzas the following day.Note on well done pizzasOur ovens are set to cook our pizzas perfectly one time through the ovenWhen a customer orders a well-done pizza, we push the pizza back in for the cook requestedA well-done pizza is going to be a little drier than a perfectly cooked pizza, especially if it sits for an hour before being eatenImo's would love the opportunity to serve this customer again.Suggested resolution:Imo's will be happy to give customer 50% off regular price the next time they orderOne time onlyMaximum deduction 25$.Thank you,Management TeamImo's Pizza

Initial Business Response /* (1000, 5, 2016/01/15) */
Contact Name and Title: *** Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
The night she called back the manager, ***, had voided her credit cardUsually for money to return to the card it takes 2-
business daysThe deal with paying with credit card was not controlled by us, but was done through online orderingWith online ordering the customer chooses the payment method and type of service, delivery or carry outCarry Out means they are coming to our store to pick up rather than delivery being us coming to themI can email her a copy of the voided credit card ticket if needed

Initial Business Response /* (1000, 6, 2016/01/12) */
This customer calls and feels like they are entitled to free items each time they callThis customer calls cussing us out and complaining each timeWe decided we would not take this customer's order anymore due to problems in the pastThis
customer did not have a credit at our location so I do not have a credit to give her and I will not be serving this customer anymore

The store manager will call the customer as requested to discuss this matter

We have issued a refund and explained it takes business days to credit the money to the account

In regards to complaint Id# ***, We deeply apologize and would like to fix this matter as soon as possible. I will be contacting the customer tomorrow on 2/16/to resolve this issue

This guy called the health inspector who came out and found no ants. We have no ants in our store. This must have happened after he picked up the pizza. He posted the video on Facebook which is defamation on our part. The owner responded to his email and offered to walk him
through the store to show him. He was only complaining about one of the pizzas and in the video, it was half gone. The guy refused to accept any offer for us to prove that we didn’t have ants

I believe I have already called this customer and issued her a credit. I do not see the phone number listed here in our system, but I will call her again to verify, and credit her if applicable

Initial Business Response /* (1000, 5, 2015/11/03) */
The customer was charged the correct amount for his order, $No tip was addedI contacted him the following day and told him to come get a copy of his receipt and he didn't come to get itAttached is a copy of the order and you can see
the amount that was charged on the credit card

This complaint has no disputed amountIt is our understanding this was resolved*** *** *** *** dba Imo’s Pizza

He came in and misplaced the ticket and food was not made when promised and I threw in a garlic cheese bread and a new pizzaCustomer came back again complained about plastic in his cheese breadGave him the customer comment line to complainCustomer was not happy

I called in and ordered a pizza from Imo's at approximately 3:p.mon Sunday, October 30th The employee asked what did I want and had given me the price of what the pizza would be I gave him my order, as well as requested that it be delivered to my address of which he asked for He also asked for my telephone number where I was calling from and I gave him that too I then proceeded to pay for the order over the phone using my debit card The total was $30.xxx He said it would be about 15-minutes I waited and waited and finally at approximately 4:35, I called to inquire why the pizza hadn't arrived to my house The person answering the phone said that they didn't see that I ordered a pizza at all Supposedly, they checked with my phone number and address I was very, very frustrated and hung up the phone I then checked my statement that day to see if it was taken off and it wasn't
The following day I did see the charge on my statement and called to speak to t

Initial Business Response /* (1000, 8, 2015/10/12) */
I responded to herShe ordered sandwiches with extra mayo and when she got them, she said there was too muchWe remade the sandwichesShe also wasn't satisfied with her pizzaI called her the other day and she got mad and hung up on me,
not wanting to hear what I had to sayI called her back to give her a free pizza and she didn't pick up the phoneI left her a message saying I was going to credit her phone number a free pizza, just what she ordered, under her phone numberI hope she uses it
Initial Consumer Rebuttal /* (3000, 10, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because it is a lieThey did NOT remake my sandwich if that's the case why did he claim he would issue a refund which I never got credited back to my debit card and I hung up on him because the owner basically did not try to help it felt as if he was calling me a liar by saying my staff wouldn't do something like that instead of apologizing for my experience on behalf of his staff membersAlso I would not be ordering there again EVER andwould be informing my family and friends as well he offered a free pizza I do not trust that they would not do something to my food so they can keep that

I spoke to the customer today and said we would get a log book so that all managers can see issues that need to be loggedI let her know how we would handle issues like this in the future and it is resolved

The customer has been issued a credit for the amount of $14.78. Since she had used a credit card, we were able to credit her account. It will take 3-business days to be credited back to the account depending on her bank. Basically, when she had entered her order, there was no
information for us or the driver to reach out to her. When she called the about hours later after placing her order, she no longer wanted the pizza. It is our policy to place a customer on a day probation to not be able to place phone orders when this happens. She is able to place orders in person until that probationary time has expired. We have explained this policy to her

I called and spoke to the customer. We had a very nice conversation, and resolved the issue by issuing him a $gift card