Menufy

We did not double charge the customer (Chris [redacted] , [redacted] 's husband)There were transactions pending because the customer added a tip after placing the order, which triggered a second transaction ($23.99)We informed the customer that the pending charge for the first transaction ($21.81) would automatically be dropped after a few business days depending on the bankInstead of billing two transactions when a tip is added after order submission (one for the order + one for the tip), we drop the first one and only charge the new total that includes the tipThe customer did not want to wait more than day and was dissatisfied with the explanation.Please see below a screenshot of the voided transaction from our endI'm also attaching the screenshot as an attachment in case the inline display doesn't work.The customer was also unhappy that he was unable to speak to a managerIt was 9:13PM Central Time when he calledA senior support representative was the acting lead, who then escalated the matter to an off-duty manager that same evening.Kind Regards, [redacted] Menufy

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] Complaint: 12535950 I am rejecting this response because:Many things that happened that night were unacceptable! We were double charged, even though you claim you voided the transaction, and WE had to contact our bank to get our money back! Also, I know how call centers work, and what we were being told was not true. We were told that even though the manger was “not in” that he would call us within 24 hours, and yet we never recieved this call! It is unacceptable that it is your natural practice to charge people twice, even if one truly does get dropped, which was not the case in this situation! When you double charged us, it was not in “pending” as you claim! Our bank takes it directly out of the account and that money is untouchable! You claim that you did not double charge us and that you voided the second transaction but that is not true, we never got that money back until we disputed it with our bank!When ordering from your website that is linked to the take out restaurant, NEVER did it state this “double charge” policy that you guys do and NEVER did we authorize you to take the amount out of our account twice! It is not enough to state policy to me, and there was not enough done that night from your customer service agent, nor did the manager follow up, which they gave us their word that they would, so why were we never given a call back, please explain that?Your policies need to change or they need to be clearly stated on the check out page when ordering food before you pay, and an apology needs to be given for the time I’ve had to spend fixing your mistake, the trouble I’ve gone through and the dishonesty that took place on you part! Regards, [redacted]

We did not double charge the customer (Chris [redacted], [redacted]'s husband). There were 2 transactions pending because the customer added a tip after placing the order, which triggered a second transaction ($23.99). We informed the customer that the pending charge for the first...

transaction ($21.81) would automatically be dropped after a few business days depending on the bank. Instead of billing two transactions when a tip is added after order submission (one for the order + one for the tip), we drop the first one and only charge the new total that includes the tip. The customer did not want to wait more than 1 day and was dissatisfied with the explanation.Please see below a screenshot of the voided transaction from our end. I'm also attaching the screenshot as an attachment in case the inline display doesn't work.The customer was also unhappy that he was unable to speak to a manager. It was 9:13PM Central Time when he called. A senior support representative was the acting lead, who then escalated the matter to an off-duty manager that same evening.Kind Regards,[redacted] [redacted]Menufy

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: 12535950
I am rejecting this response because:Many things that happened that night were unacceptable! We were double charged, even though you claim you voided the transaction, and WE had to contact our bank to get our money back! Also, I know how call centers work, and what we were being told was not true. We were told that even though the manger was “not in” that he would call us within 24 hours, and yet we never recieved this call! It is unacceptable that it is your natural practice to charge people twice, even if one truly does get dropped, which was not the case in this situation! When you double charged us, it was not in “pending” as you claim! Our bank takes it directly out of the account and that money is untouchable! You claim that you did not double charge us and that you voided the second transaction but that is not true, we never got that money back until we disputed it with our bank!When ordering from your website that is linked to the take out restaurant, NEVER did it state this “double charge” policy that you guys do and NEVER did we authorize you to take the amount out of our account twice! It is not enough to state policy to me, and there was not enough done that night from your customer service agent, nor did the manager follow up, which they gave us their word that they would, so why were we never given a call back, please explain that?Your policies need to change or they need to be clearly stated on the check out page when ordering food before you pay, and an apology needs to be given for the time I’ve had to spend fixing your mistake, the trouble I’ve gone through and the dishonesty that took place on you part! 
Regards,
[redacted]