ComplaintsforPiada Italian Street Food

• Initial Complaint

  10/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I arrived at Piada in South Euclid, Ohio, at 10:45 am on 10/26/2022, and the door was locked. Two other customers were waiting outside as well. After I pulled on the door, the staff looked outside at us standing in the rain and laughed so loud that we heard them outside. The door wasn't opened until approximately 10:55 am, over 10 minutes after the posted opening time. Once inside, I felt like I was an imposter. They (2 out of 6 workers) were working on a catering order. I was never greeted as I stood at the first station for about 10 additional minutes. The manager slung the catering order left and right while stating that they had no avocado, that the customers could take that up with Piada themselves, and that it wasn't her issue. After waiting outside for 10 minutes and inside for another 8, I was rudely asked, "how can I help you." The lady's face and tone made me feel so uncomfortable. I did ask for an extra scoop of alfredo sauce and was told it would be an extra dollar, and out of frustration, I responded, "even after waiting 10 minutes, with no greeting, and standing in the rain?" The lady laughed/smirked and confirmed that it would be extra, and that was okay. My biggest concern is customer service. Don't make me or others feel bad for patronizing. Also, I understand they had a huge catering order,m but that doesn't mean you look at potential customers standing in the rain after opening time and treat them rudely once inside. I probably wouldn't have complained, but I feel I waited too long to be greeted and talked to so rudely. Customer service sucks at Piada on Cedar Road in South Euclid, Ohio. I will travel 20 minutes in the other direction before patronizing this restaurant again. I arrived at 10:45 am on the dot, my order wasn't rung up until 11:10 am. I was the first physical customer of the day. That means it took 20 min. from arrival until being rung up!!!!

  Business response

  10/31/2022

  Hello Ms. ******-

  Thank you for your inquiry regarding your poor experience at our South Euclid Piada. We take these concerns seriously.  We appreciate you working with our Market Partner, ****** S. to provide additional details about the interaction.  This allows us to better service you and our other guests in the future. 

  ****** reported that he sent you a $50 Piada Gift Card for your use in lieu of the store credit requested for your transaction. 

  We appreciate you being a valued Piada guest.  Please let us know if you have any additional issues.

  Sincerely,
  

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

  Director of People Services

  Customer response

  11/01/2022

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

• Initial Complaint

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a meal on Saturday, August 27th 2022. It was for delivery to my home, but there was some kind of mix up with the delivery drivers. They kept changing drivers every five minutes or so. So I eventually canceled the order, I then talked to an employee at the location and they told me my money would be refunded in 3 to 5 business days. It’s now September 15th and the money still has not been refunded to my credit card. I would hope by leaving this complaint that I can reach a conclusion on my money that was never refunded.

  Business response

  09/22/2022

  To Whom it May Concern-

  Attached, you will find the refund details for Mr. ********'s order. We are sorry for the failure and have provided a full refund that should be completed in 3-5 business days.  Additionally, our Regional Director of Operations has reached out directly to Mr. ******** to offer additional apology for the missing order.  If you have any additional questions, please let us know.

   

• Initial Complaint

  03/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased an order from Piada in the mall of American via the app. When I checked my phone to see if my order was placed, I didn’t see it. So I placed another minus a drink from the previous order. I tried to cancel the first order but it stated that it was already processed. When I arrived at Piada to pick up my order I was asked if I had 2 orders. I explained what happened. I was told that they would cancel the first order. My bank statement shows that it wasn’t canceled and it remains a charge on my account. I’ve emailed the company but I’ve not received a response.

  Business response

  03/23/2022

  Hello - I reached out to the Guest today, March 23rd and offered to remedy the situation. I offered to send a $50 Piada gift card for her troubles and if that was not satisfactory I asked for additional details that would be needed to pull her order and refund her credit card. I have attached the email I sent for confirmation to the address provided in the complaint. 

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I came to store on 3/1/2022 at 9:20 and was told fryers were down , and I could not order. Re turned today at 8:24 and was told fryers were down and I had to wait. When I inquired why. Are the fryers always down. tThe head chef became very nasty and rude and said that fryers close at 9 daily when I asked then why doesn’t store notify customers that the full menu isn’t available after a certain time. Or why were the fryers down at 8 he became very aggressive and said he covered the tab and he took my picture And told me I am no longer welcome at store. When I asked why he accused me of being loud for just asking questions. I have never felt so insulted. I will be reporting this to the BBB. I was still double charged for order. When I went to notify him he just kept saying I’m not welcome and I told him I’m returning food as I have been double charged and I no longer trust the food given his attitude. He just kept saying I’m not welcome and spat “you’ll get your money within 72hrs. This type of service is completely unacceptable.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited Piada on Cedar Road approximately 2 weeks ago with my sister to purchase food. During the initial interaction with whom I later found out was the manager (African American man with Dreadlocks) was very uninterested in providing customer service. I ordered the following items: 2 large sides of calamari, one large pasta bowl, one small pasta bowl, and garlic dough. The first issue arose when I questioned if the calamari was fresh as I noticed the bowls he provided me were sitting on the side. He was irritated with my question and further got irritated when I asked for my sauce not to be placed on top of my food. After purchasing the food to my dismay the calamari was in fact old and burned and my large pasta was under par. I attempted to call the store and was left on hold for a long period so I decided to just return to the store. I decided to keep 2 items on the receipt. I returned the following uneaten and untouched items: 2 sides of calamari and the large pasta bowl because they were both under-par. Upon entering the store I requested a refund of the bagged items and I was met with the employee mentioned above very rudely. BEFORE opening the bag to examine the contents of the food, the manager stated the following "You went all the way home, ate the food, and think that we are going to refund you." I responded by saying "if I had eaten the food there would be no bag there." After he finally opened the bag he got upset because he saw I in fact hadnt eaten the food so he began to throw the food in the bag and slammed it in the trash. He then turned around stating "I'll do this as a favor and got upset when I stated this is not a favor its proper customer service." The manager became arguementative and refused to provide me back with my receipt for my record to ensure the refund went through. I have not received a refund to date and I have tried to call the store on a few occassions to never get through to another member of management unsucessfully.

  Business response

  01/21/2022

  We are very sorry to hear about this experience as it is not in line with Piada standards. This has been sent to operations management to address and follow up with the guest 

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