Apparently Their Card Machine Doesn't Issue Declined Slips???

On Friday 04 May 2018, I used my card at Romans Pizza in North Riding. I was told by the employee that the first transaction was declined but they insisted they could not issue me with a declined slip as their machine doesn’t issue them and that I would need to swipe my card again. I was then presented with the manager who then told me that the amount that was taken out of my account was only reserved and since the transaction declined it would be back in my account by the following morning therefore I would have to swipe my card again to receive my order.

As reluctant as I was, I gave them the benefit of the doubt and told them if it wasn’t back in my account by the following morning I would be back. Needless to say it was not in my account the following morning and so I went back that afternoon and spoke to the manager again, he apologized and tried to call his bank. He was on hold for a while and then asked me to leave my details with him and then he would get back to me once he had managed to get through to someone.

I never received a call and I went back on Tuesday evening where the manager then tried to call his bank again. Once the phone call was complete he gave me a reference number and said that the money would be in my account by the following day. It was not.

Today (6 days later!) I took it upon myself to call their bank with the reference number where I was then told that it was not an actual reference number and that I should call Roman’s directly. I did so and the manager was apparently not there. Now I am in contact with my bank trying to sort out the issue myself which has become a pain since I do not have a decline slip!

The fact that I have had to resolve the issue myself is appalling. The manager has my contact details and I have been more than patient in regards to the matter as everyone makes mistakes but he hasn't tried to contact me to keep me updated at all and I am honestly so disappointed with the poor service I have received.

Good food means absolutely nothing when paired poor service.