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Italian Kitchen Reviews (522)

Customer refund has been applied and all issues of the complaint have been addressed.
Please close this complaint.
 
Thank you,
[redacted]

[redacted]You were opted out of the Texas [redacted] on 9/11/16, so you avoided the charges for the magazine.  However there was an error when opting you out, the account was switched to print edition at full rate.  I have credited the account the entire $44.00 in...

order to refund back to you.  Please allow 5-10 days for your refund to be received.  We apologize for the inconvenience this has caused you.Thank you,[redacted]
[redacted]

Sorry you have not received a follow-up from the field manager.  I will make sure it happens immediately.Sincerely,Angie [redacted]

Hello-
I am requesting that this complaint be removed from our file. After review of the complaint we found that this subscriber had been a customer since April 2014 and they claim that not one single paper had been delivered since December 2014. There wasn't one single complaint on this account at any time during the tenure. We have no way to know there is an issue if no one notifies us about a problem. We have 3 different avenues to notify us of issues, calling the customer service line and speaking to an agent, use of our automated system instead of holding for an agent and filing a complaint online by accessing our website. We had our distributor verify delivery due to the residence and they confirmed delivery had been made and specifically noted what their delivery schedule was since it started. The complainant is demanding a refund of his payments from December to current and as they contacted us in our follow up to the complaint that they were receiving papers after they contacted the Revdex.com. Nowhere in his original complaint do they demand or request we cancel their service. As of today we are cancelling his subscription and will process a refund for the last payment made.
Due to the fact that there isn't one complaint at anytime on this account, combined with a full review of call records that proves not one call is registered through our phone lines from the phone # registered on their account (and in the Revdex.com complaint) I request that this complaint be removed from our record. The customer was set up on our EZ Pay option for automatic withdrawal of funds for their services. This is why they are making the demand for a refund based on their claim of no service for the period of December to current. I cannot process a refund for the amounts they were charged from December 2014 to current without a record of complaint. I will in good faith refund the last payment as a goodwill gesture but if they request any other amounts to be refunded the demand will be summarily dismissed and they will be notified to contact their financial institution to dispute the 6 months worth of charges.    
 
Thank you for your assistance in this matter.
Dennis G[redacted]/ Customer Service Director[redacted]

Mr. Bondzio,I attempted to call you direct but got your voicemail.  I apologize for your experience with customer service.  There is a credit balance of $4.94, we are processing a refund check to go out on Friday, 3/17/17.  You and I spoke on 9/16/2016 where billing was...

fully explained to you, we discussed rate changes, applicable fees, which is also outlined on the back of your bill notice. Also at that time you were opted out of all premium editions and the Texas Sports Magazine, with credit adjustments applied to honored your annual renewal paid to 12/25/2016. If you received any of the inserts after that, you were not charged.  Please notes that premiums are a part of all subscription types moving forward.  There will be 2 chargeable premiums, Thanksgiving and Christmas.  Your rate was kept at the low rate of $2.00 per week, however in January The Chronicle notified subscribers of rate changes.  All EZpay customers received letters to inform them of the increase, while all Mail customers were notified with their 8 weeks invoice notice.  Your current rate is $4.00 per week.  Check refunds take a little longer to receive, please allow 2-4 weeks.Thank you,Deirdre [redacted]Houston ChronicleCustomer Care Representative

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.   However,I received a phone message on my home phone early last week from Angie at the Houston Chronicle asking me to return her call regarding a gift card that I never received for subscribing to the Houston Chronicle in March, 2016.I have left her at least 10 messages with my name and cell phone asking her to call me back and I haven't received a call back.  Also, I got my Credit Card statement and there is a $3.84 transaction with the Houston Chronicle listed for "subscribing".  I did not approve this charge and I think it is fraudulent for the Houston Chronicle to assume that I want to resubscribe without asking and I want this charge credited as soon as possible, please.If you have any questions, or need additional information, please do not hesitate to call me at [redacted] or e-mail me at [redacted].Sincerely,[redacted]

Mr. Bondzio,As I mention earlier during today during our conversation I will be your point of contact till the issue has been resolved and you receive your refund as promised.Sincerely,Angie [redacted]

Ms. [redacted],My apologies for the billing errors.  What caused your account to renew sooner than expected was due to a rate increase and the cost for last years premium issues. I have reduced your rate and applied credit for the premium issues.  Good news is this year the premiums are now...

included at no cost.  I revised your renewal date to 7/6/17.Sincerely,Angie [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Mr. [redacted],,It was a pleasure speaking with you. I have removed your outstanding balance, lowered your rate to $5.00 week.  I will email you an invoice for 1 year at $260.00. Revised your renewal date to 4/11/17.  I will be in contact when I return on Thursday.Sincerely,Angie...

H[redacted]

Good Morning [redacted], I just want to confirm the conversation had this morning between you and I.  I apologize for any issues that you had with your home delivery.  Your account has been credited and a refund in the amount of $68.81 will be credited back to the credit card ending in...

#[redacted].  Please allow 3-5 days for the refund.We will follow up with you around that time to ensure the refund has been received. Thank you for your business,Deirdre [redacted]Customer Service SupervisorThe Houston Chronicle.

Ms. [redacted],My apologies for the poor delivery service.  I did escalate your complaint to the field & zone manager as well as our circulation director for resolution.  We currently have several down routes in your area, the Houston Chronicle and district managers are working at...

filling the open routes to make sure delivery is up and running on a continual basis.  I have credited your account for all the missed papers as well as those that were delivered in error.Sincerely,Angie H[redacted]

Mr. [redacted] We apologize for the inconvenience you have experienced with the access to the accounts.  After reviewing your account it seems that the account is registered two email addresses and one may be creating a conflict with your sign on.  The email was listed as [redacted]...

[redacted] I have removed the .com email and have left you a voice mail with my contact information so that we can walk through the sign on process together. I look forward to speaking with you.[redacted] Judith V[redacted]

Mr. [redacted]My apologies for the poor delivery service. I have escalated your complaint to the field to ensure the paper is delivered on a daily basis.  I have also credited your account 1 month due to the missed papers.  I did request that the field managers contact you with resolution of...

your concerns.Sincerely,Angie H[redacted]

Mr. Hartley,My apologies for the poor delivery service. I have escalated your complaint to the field for resolution.  I will also contact you to discuss any other concerns you may have.Sincerely,[redacted]

We have been in contact with this customer over the weekend and followed up again today. We are solving her issue after review of the account they weren't due credits, they had been placed on the account previously and they had a price change which confused them on the billing. We are following up...

on [redacted] for resolution and I will respond to the customer along with Revdex.com for final resolution update.
 
Thanks,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.   Sent: Friday, July 29, 2016 9:06 AM Subject: complaint #[redacted]I thought I would be fair in my complaint that is now closed.  it says that I am dissatisfied with the outcome.  since this is a once a week issue, only one week has passed and in that one week, I am satisfied with the result.  Tomorrow (saturday) would be the second week, so we shall see.  can you update to show that at this time, I AM satisfied with the Houston Chronicle’s response at this time.thank you[redacted]

[redacted]After reviewing your account I do see your refund is currently pending in the amount of $77.46 which I submitted for processing.  I'm really sorry this was not taken care of sooner. If I can be of any assistance please contact me at [email protected],Angie H[redacted]

[redacted]My apologies for the poor delivery service you are currently experiencing.  I have asked the zone manager Stephen Pace to follow-up and resolve.Sincerely,Angie [redacted]

[redacted]My apologies that you have not been able to resolve the issue with the Houston Chronicle after multiple requests to speak with a supervisor.  I will be contacting you shortly to discuss your concerns.  In case I'm not able to speak with you I wanted you to know what my...

findings are.  Account 51021003 was stopped effective 3/15/16 due to the Houston Chronicle does not deliver to your residence, a full refund was processed on 3/13/16 for $62.95, normally takes up to 48 business to receive your refund.  Account 61008474 was also stopped on 2/28/16.  The promotion you were on was for $4.00 for the 1st month then your rate would be $14.00/month there after.  Currently there is a balance owed of $7.45.  I will certainly restart your service for the all-digital subscription effective Thursday, March 17, 2016.  Again let's discuss your concerns and other options to receive the Houston Chronicle.  My direct number is [redacted]  I will be calling you shortly.Sincerely,Angie H[redacted]

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Address: 113 N Bernard St, Spokane, Washington, United States, 99201-0203

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