"I accidentally ordered online to the wrong Villa Grande. After showing up the the Butler location to pick up my food, is when I realized this but the owner told me no worries, just to call and explain the situation and this location would refund me, no problem. The first call, a man answered who told me he would cancel the order and refund me. I called a second time, when to expect a refund, and a girl answered the phone, who explained to me I had to call the “Slice” app, who is their third party online ordering (she was actually helpful). So I call Slice, they tell me they have to call the restaurant for authorization, all to be told no, they wouldn’t refund my cancellation since my food was already made. So, I call the restaurant for the third time confused why I was told I could be refunded three times now, all to just be told I wouldn’t. The same man answered when I called the first time and told me he wasn’t the one who spoke to the gentleman for authorization to refund me. I asked him to please figure out the situation for me. After waiting on hold, he came back on just to tell me that the boss said I would not be refunded because they had already made my food. I understand it was my mistake, but after being told multiple times from multiple different people I would get refunded, just to not, it was disappointing. And coming from restaurant experience, I know they most likely let one of their employees eat or take the food home, so it’s not like it went to waste. The customer service is poor from management and the staff lacks communication."
