ComplaintsforBuca DI Beppo

• Initial Complaint

  12/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 25, 2023, I placed an online order with Buca Salt Lake city for the following order number# ***************** * * ***** Gorgonzola 1 x Small Feeds 3 1 x Chicken Marsala 1 x Small Feeds 3 1 x Fettuccine Alfredo ***EXTRA ALFREDO SAUCE 1 x Small Feeds 3 1 x Add Chicken 1 x Macaroni & Cheese with 1 x Apple Juice SUBTOTAL $103.99 DELIVERY CHARGE $3.99 SERVICE FEE $10.40 TAX $10.36 TIP $15.60 TOTAL $144.34 The food was supposed to come at 6:26pm but it arrived almost an hour after that (I don’t blame the restaurant for that) however when the food arrived, there was no salad, the chicken marsala lid was not put on so the marsala sauce was spilled all over the bag, there was no chicken in the chicken alfredo and there was no drink for the kids meal. I called the restaurant immediately and the rep said “what do you want us to do?” You need to call ********. I said ******** didn’t prepare the food or put the food in the bag. Rep wasn’t listening so I called ******** who advised that I needed to take the issue up with Buca di Beppo salt lake so ******** placed me on hold and called Buca di Beppo who stated they would call me to resolve the matter but no one called. I then called Buca di Beppo Salt Lake back and spoke with Manager Joe, who after explaining the situation stated he would issue me a full refund. I called back on November 30 after not seeing a refund and he stated he would re-issue it. Called back December 8, 2023 after not seeing the refund still and they said they would call me back. It does not take this long to get a refund. I just want my money back and to be done with this Matter.

  Customer response

  12/12/2023

  Spoke with good morning, Dawn and a refund was issued today. We can close this case

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally bought a gift card two years ago with $300 on it. We have since used it but there was $48 remaining. When I go to check the balance it says theres $48 remaining as of 2022 when we last used it but then I went to the restaurant and got dinner and they would not accept it because they said the balance is showing up as zero dollars on their side. I talked to the manager and showed her the email/ gift card balance currently showing $48 and she said she was not able to help as well. I called their customer service, and it went to voicemail. I will be disputing with my bank next. We only went to Buca because we had that money remaining & a $20 birthday coupon. I went for my birthday and we couldve literally went anywhere else but drove all the way to Lombard just to go there because we had our gift card.

  Business response

  12/07/2023

  The remaining $48.65 gift card balance was used on 7/17/2022. Please see transaction details below-

  12/1/2021 - Card purchased; Balance $300.00
  1/12/2022 - Card redeemed for $58.30 @ Buca Lombard; Balance $241.70
  1/14/2022 - Card redeemed for $68.20 @ Buca Lombard; Balance $173.50
  1/23/2022 - Card redeemed for $85.25 @ Buca Lombard; Balance $88.25
  3/17/2022- Card redeemed for $39.60 @ Buca Lombard; Balance $48.65
  7/17/2022 - Card redeemed for $48.65 @ Buca Lombard; Balance $0.00

• Initial Complaint

  11/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Did not deliver items as ordered or as advertised on website

  Business response

  12/04/2023

  This order was refunded on 11/4.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/5/23, we made reservations at Store ***** for a party of 9 (7 adults+2 kids). The restaurant confirmed and that they weren't busy. We arrived at approximately 4:30PM, the restaurant was not busy. We had issues with every part of our meal. The drinks were not fully served until almost 30 minutes after sitting. The soft drinks had no carbonation and the server confirmed that the machine experienced a problem and a technician was there to fix it and we would need to order something else without carbonation. There was over an hour wait until we were brought our entrees, and this was after the server telling us they were almost ready and then another woman presumed to be the manager coming to our table and saying that our order was lost by the kitched and our food would be priority 1 at that point. This was despite us receiving the sald that we ordered 30 minutes prior and receiving an adult pizza for one of the kids who ordered a kids pizza. We ordered 4 entrees and the 4th arrived much latger than the other 3 and was not correct. Despite the acknowledgement of this and other issues, our bill arrived with no adjustments. I had to locate the manager and despite me not raising my voice, she was very confrontational. The most apalling part, to top it all off, was that the manager was wearing a necklace that said ***** ***', but it was fully spelled out. I could not believe a corporate hospitality business would have someone who interfaced with customers wear something such as this. The description above is a very high-level overview of the problems experienced, due to the character limit and I would relay the entire episode to a company representative if they would contact me.

  Business response

  09/02/2023

  Divisional Vice President has reached out to ****** ******* and a refund has been processed.
  

  Customer response

  09/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to complain about the poor service, unresponsive manager and to request a full refund at the Buca Livonia, MI restaurant. On Friday, July 7, 2023, I ordered a large Penne San Remo online (Order # ******************. When I returned home and opened the dish, I noticed that it was missing the chicken, which is not only the most important but also the most expensive part of the dish. I also did not receive the extra bread, utensils, Red Pepper Packets, or plates that I had ordered. I called the restaurant that same evening and asked to speak with the manager. Lamia H****** took my call and informed me that the manager (Christine) was too busy, but she got my name and phone number and said that Christine would call me back later that night. Unfortunately, I did not receive a call back later that night, or the next day, or the day after that. On Monday July 10, I completed and submitted my complaint on the Buca website contact page ************************************** but I have not heard back from anyone. Also, there’s no phone number provided for me to follow-up. I am very disappointed with the way that this situation has been handled. I was expecting a reasonable effort to make it right that I did not receive, as well as an apology from the manager. However, I have not received any response from the restaurant or from corporate management. To resolve this issue, I would like a full refund of $29.44. Looking forward to your reply and resolution to my problem.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Online ordered and one item was not available and merchant has not given credit for item. Have called many times and left messages with person who answered phone. 6/11/23 was the order date. $37.00 plus tax BUCA GAITHERSBURG 122 Kentlands Boulevard, Gaithersburg, MD 20878 Chevy Chase Street (301) 947-7346 Order # *****************

  Business response

  07/18/2023

  Divisional Vice President has spoken to guest and ajusted their olo on 7/10.

  Customer response

  07/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  03/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Extremely disappointed. I had catered over $300 worth of food for my daughters birthday party. Nobody touched the fettuccine alfredo (added chicked). The fettuccine was dried out making the noodles hard. Not easy to chew. There was no alfredo sauce visible and the chicken had no flavor whatsoever. No wonder, none of my 50 guest touched the fettuccine alfredo. Im very upset because we ordered a full pan and all of this food went to waste.

  Business response

  03/10/2023

  Divisional Vice President called and spoke with **** ****** on Wednesday 3/8, offered a refund for the fettucine alfredo with chicken.

  Customer response

  03/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I visited the Thousand Oaks Buca di Beppo on 12/05 around 1:00PM. Store 0527. I went into the store to order take out and to utilize a coupon. Coupon was used for a dessert and code was taken off of my phone. Handed to the employee. I placed my order and tipped the take out employee (William) generously. While waiting for my food, I sat at the bar and had a beer and talked to the bartender. Very nice young man. The taps were dirty on a draft beer so I had a bottle beer instead. I closed out that tab (no issues) once by food was ready and I was finished with my beer. The food and quality of service were great. The issue occurred when I checked my bank statement later the following week. My take out order should have been a total of $76. I was charged a total of $93.15!! Not correct. Since this discovery, I have spent the last almost three months trying to get my refund. I have talked to both managers at that location. Primarily Irvin. I have spoken with several employees and left several messages. They keep passing the buck to Katie but I have not heard back from her either. I have even emailed the company on the website. I keep getting the runaround. I used to work for this company and know that it doesn’t take this long to issue a refund. Server William placed at 1:07PM check # ***** seq ****** If there is someway you can get this resolved that would be great.

  Business response

  03/11/2023

  Divisional Vice President reached out to ******* * **** on Friday, 3/3. Refund has been issued for the disputed difference. 

• Initial Complaint

  02/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  02/04 reservation 1:30 celebrate birthday. Party of 5.Server didnt greet.Took few minutes 2 come.Finally came&we told her we were ready to order.We ordered &still had no water no bread.Ordered 1 appetizer & 5 entrees.She came backfew minutes later &spilled a water on adult&child.Was really no big deal we cleaned the water& she told us to move 3 tables down.She said she would be back w waters &took few minutes to bring waters.Probably around 2pm at that point.We were all hungry.Party of 3 arrives a bit later;seated directly behind our table,& they were quickly given waters/bread2:14pm.We call the server over &ask if the bread as complimentary,&asked if she could bring some out for us since we were waiting for our appetizer. 2:27 server brings our their appetizer,exact same appetizer we ordered over hour ago. We call the server over & ask her how much longer the appetizer & food would be.She tells us that our food is “almost” ready&she “didn’t know we ordered an appetizer &forgot”.We told the server to cancel our order bc we were leaving.She didn’t seem to care, didn’t apologize,& asked if we wanted manager. We told her not to worry about it & got up to leave.Spoke2manager, blonde haired woman, &spoke 2her that we were disappointed bc we were there to celebrate a birthday &now we were starved, &did not have time to eat bc we had a religious obligation to attend.didn’t seem to care, said she would “email a gift card”.took down our name/email.That was all.We had to eat 6:30pm&had to order takeout from diff restaurant.We decided to eat at home.wrote a comment on the “Contact Us”site 02/04 6:30pm.left additional comment bc I didn’t receive any follow up,02/10 3:30pm, no one followed up.We even called the restaurant, telling them they never emailed or followed up. We asked to speak to manager, transferred to 2 other workers who told us the manager had a note on her desk but had no idea what she was doing w it.writing now bc we feel like this was just brushed under the rug.

  Business response

  02/24/2023

  Divisional Vice President has reached out via phone each day since 2/13, leaving voicemails in an effort to recover ****** ********** 

• Initial Complaint

  01/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Buca di Beppo promised a new gift card if I was unable to visit before the end of 2022. I've reached out and they have failed to provide as agreed. Hello ************** -Thank you again for your follow up and taking my call today. I truly appreciate the feedback and will make sure I use it as a training opportunity for the team in Celebration.In the meantime, I am sending you an Its On Us card for your use and will follow up with the office to have another issued should you not have the chance to use before the end of the year.Thank you,*********************** Divisional *********************************** ************ As a minority, they have failed to honor their agreement both verbally and written which is concerning.

  Business response

  01/21/2023

  Divisional Vice President attempted to reach out on 1/21, left voicemail. Divisional Vice President issued a new card at $100. Thank you!
  

*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. ↩