Business Profile

Grocery Store

ACME

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for ACME's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

91 total complaints in the last 3 years.
38 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:03/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchase a $100.00 Amazon gift card and a birthday card . Mailed the birthday card with the ** taped into it . My daughter received the card with the envelope opened and no ** included.I took my receipt to the manager at our Acme in ********* and asked for them to help put a stop on the ** . Manager replied its not there problem once it leaves the store . Do they have no responsibility to help ?
Business Response
Date: 03/03/2024
Dear *************************,

We appreciate you reaching out to us and sharing your concerns. We apologize for any inconvenience caused to you. We have passed this on to our ********************* and they will contact you directly.

If you have any further questions or concerns, please do not hesitate to reply here or call our ******************** at ************ and press 4. Please provide the person who answers with the Ticket number 184048.

Our team is available every day from 6 AM to 6 PM MST.

Thank you,

******************
Customer Support Team
********
Initial Complaint
Date:02/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The ACME located at *********************************************** phone number ************ never delivered my same day order. I called customer care as well as the store when my order was 30mins late and was told it was being shopped. I was charged in full for the order. 5 hrs later and the order was never delivered I called the store again and was informed by an employee they couldn't cancel the order over 5 hrs late but it wasn't being delivered when I paid extra for express delivery and also pay a monthly fee for free delivery. I was told that my order won't be canceled for Over a day and I have to reach back out to have it done they are refusing to take any responsibility for their mistake and now I have a *************** delivery order paid for in full that was never delivered
Business Response
Date: 02/14/2024
Greetings *****************************:

We appreciate you taking the time to share your experience with us, and we are deeply sorry for any inconvenience this has caused you. We can confirm a refund of $45.92 has been submitted as of 2/14/2024, and we sent a receipt to your email address on file. Please allow 3-5 business days for us to process the refund. If you do not see the funds back in your account by the end of the 5th day, we encourage you to call your benefits office to inquire about the release of the funds.

Again, we are sorry for the inconvenience. If you have any other questions or concerns, please don't hesitate to contact us again. We can be reached directly via phone at ************. We are open Monday - Sunday from 6 AM - 11 PM ***************** Time.

Thank you for shopping with us,

********
Customer Support Team
********
Initial Complaint
Date:01/02/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have notified Management multiple times about having this product on the shelf for purchase because the Expiration date is 17 Nov 2023.Hostess Snoballs Coconut Covered Chocolate Creamy Filling Cake ****oz
Business Response
Date: 01/08/2024
Greetings, *****************:
Thank you for reaching out.

We apologize that you have come across expired Hostess Snoballs Coconut Covered Chocolate Creamy Filling Cake on our shelves. Please reply with the store location you visited, so we can get you in direct contact with someone who can help.

We look forward to hearing from you soon.

Aryssa P.
Customer Support Center
Customer Answer
Date: 01/08/2024

Complaint: 21072662

I am rejecting this response because:
The store is located at ************************************************. Many a time I told store personnel about this problem. Nothing was ever done to fix the problem of having food on the shelves that are past the expiration dates.

Sincerely,

*****************
Business Response
Date: 01/14/2024
Greetings *****************:

We appreciate you bringing this matter to our attention. Please know this is not the quality we strive to provide our customers. We shared your concerns with our Store Director for immediate improvement.

Our team has since informed us that they disposed of the expired products and conducted quality checks to ensure the freshness of similar items.

We are very sorry for any inconvenience this caused you, and we hope that future visits will improve. If you have any other questions or concerns, please reply here or call our *********************** at ************. We are open Monday - Sunday from 6 AM - 11 PM MST.

Thank you,

********
Customer Support Team
********
Customer Answer
Date: 01/15/2024

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
Date:11/21/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Acme Supermarket in ********* ** ***** I bought an encased sub sandwich I opened the plastic and ripped off the top of the sandwich and when I went to reach for the mayo behind the sandwich I spotted a curly hair on the inner plastic This is absolutely disgusting. It's not my hair because I have very very short hair And I just opened it after coming home and I live alone This is absolutely disgusting and unsanitary and I want a refund, I threw away the sandwich , I gave your store a second chance. Last time I bought one of these last week , and the sandwich was moist when I came home , I drive about 15 mins from my home to your market , to get water bottles I threw that one away too I'm out 20$ because of your markets bad quality control / cooks
Business Response
Date: 11/22/2023
Greetings *****************:

We are sorry to hear of the quality issues you experienced at our Edgewater ACME location, and we sincerely apologize for any inconvenience this may have caused you. Please know that our customer's shopping experience is paramount, and this is never the impression we wish to leave or the quality of products we strive to provide.

We have shared your concerns with our Store Director for review, and they will contact you directly as soon as possible regarding this.

If you have any other questions or concerns, please don't hesitate to reply here or call our *********************** at ************.

Thank you for shopping with us,

*************;
Customer Support Team
********
Initial Complaint
Date:11/19/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is in reference to order # ******* placed in November 7th. On this day I placed a large order for ******. Most of the order was food items purchased by my ebt. I did not receive ebt for 3 months because the government system is unfair I received a text message saying my order was delivered at 551 pm. No one knocked on the door. There was no order left. I asked the doorman if I had a delivery. He told me he directed the driver to my apartment 7kn. He even gave the driver a cart which some how he came down empty with. But no order to be found. The door man and I checked the whole building floor by floor. Originally when I placed my order there were no time slots. One was available at 1pm. I was told I had until *********************************** provide substitutions. Within a minute of placing my order I went to make an adjustment and was told it was to late because it was being picked already. Which I find hard to believe since I am unable to get a time slot for more than a week every time I plan to place an order. I paid 100 dollars for fresh and have not received any benefits as member whatsoever. Even when I attempt to place a flash order always unavailable.After trying to edit my order I chatted online with customer service told I could not cancel the order and receive a refund. After not receiving my deliver I called customer service. Was told they would receiver within the next two hours and I'd receive a call back. No call back or receiver what so ever. As a result I requested a refund. Reference #******** originally told I'd receive a refund in 3 to 5 business days . Then ****. Most recently told I was initiated on the 11 and 14 business days from then. Customer service has been extremely rude and unhoful or sympathetic to the situation. I last called November 19th only to be placed on hold by a rep while he was looking into this matter and be forwarded to the survey before my call was completed.
Business Response
Date: 11/20/2023
Hello *****************************:
We appreciate you taking the time to reach out. A refund of $197.56, for ********, has been processed to your original forms of payment. We have also sent a refund receipt to the email on file,but please allow 3-5 business days for the refund to appear on your bank statement. If you do not see the refund by 11/27/23, please reach out to your Financial Institution to be sure they have released the funds.

Please know we also contacted DoorDash to communicate with the driver to ensure they are delivering to the correct location by following the delivery instructions, and to verify before leaving.

If you have any other questions or concerns, please reply here or contact our *********************** at ************.

Thank you for shopping with us,

Aryssa P
***********************
Initial Complaint
Date:11/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I shop at ******* ** Acme. My digital coupon wouldnt load for the free turkey. I spent over ****** ($400 just today) on Acme u app. I asked *** female if she could help since I earned the turkey at my Acme in Audubon. She nastily said call customer service. I have shopped at this ********************** for *****. Called Acme u customer service twice each time waiting on hold 45min,first time being told they couldnt fix it but to call back later.Then next time only to be told yes I have plenty of rewards but would have to make another purchase and then next day call them back again! I am a disabled senior citizen and I have to get a ride to the store. Acme u will not honor the rewards I have earned. Now I am out my free turkey for thanksgiving. I will now have to shop at shopright. They have lost a loyal customer.
Business Response
Date: 11/21/2023
Greetings *************************:

We are sorry to hear you had trouble with our Free Turkey Promotion this year and couldn't take advantage even though you spent the money, and we sincerely apologize for the inconvenience.
We see the coupon was clipped on the 17th after your final shopping trip, so the offer was not triggered on your account, allowing us to adjust your points; this is why one of our agents asked that you return to the store and then reach back out to us after you make a purchase. We understand this is not feasible for some of our customers, so we have removed the offer from your account and replaced it with a $40 credit you can use on your next shopping trip. You won't see it on your account, but it will show up on your receipt in your savings summary.

Again, we are very sorry for the inconvenience. If you have any more questions, please don't hesitate to reply here or call our *********************** at ************.

Thank you for shopping with us,

*************;
Customer Support Team
********
Customer Answer
Date: 11/22/2023

Complaint: 20886370

I am rejecting this response because:

*************************************************. Your customer service representative clipped turkey coupon when I called first time not me. My points of over $600 still is not showing up on my acct. It would have cost me $22.00 to buy a turkey. So actually by "giving" me $40.00 credit minus $22.00 for turkey I would have to buy you are actually only giving me $18.00. This is unacceptable to me after all of the phone calls made. Fix my points! Its day before Thanksgiving and I cannot get someone to take me to the store.
Business Response
Date: 12/02/2023
Greetings *************************:

According to our records, you contacted us for the first time on the 17th when one of our agents added a coupon to your account. The free turkey offer is a digital offer that requires you to clip a coupon, which we advertised in-store, online, and in our weekly ads, running from October 13th - November 23rd. Once clipped, your first shopping trip will activate the coupon, and your points will start accumulating. This is why one of our *************************** asked you to call us back once you have completed a shopping trip so we can adjust your points.

Since this did not happen and you expressed that you could not get to the store for your free turkey, we provided you a $40 credit as a courtesy, which we see you used on your last shopping trip.

Again, we are very sorry for the inconvenience you experienced. If you have any other questions or concerns, please don't hesitate to call our *********************** at ************.

Thank you,

********
***********************
********
Initial Complaint
Date:11/14/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Issue with Acme market is that I have spent well over the amount needed to get the free turkey. The Acme in ******** ** told me to call the customer service number and they told me to see the store. No one wants to assist. I have spent hours on phone but customer service doesn't even understand me and is very confused
Customer Answer
Date: 11/15/2023

Complaint: 20868417

They can find my account under phone number **********

I sent the print screen of all the purchases made since their offer.

Hope they won't say they will help and give me same run around between them and the store.

Thanks for ur help.

Sincerely

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

Business Response
Date: 11/15/2023
Greetings ***************************:

Thank you for reaching out to us. We would be glad to help you with this matter. However, we could not find any transactions associated with the email address and phone number you provided. To proceed further, please share your email address and phone number associated with your loyalty account; this will allow us to investigate the matter and provide you with the necessary assistance.

Thank you,

*************;
Customer Support Center
Case ID: ********
Business Response
Date: 11/18/2023
Greetings ***************************:

Thank you for sharing that phone number with us. We found your account and the transactions, as shown in the attached photo. After looking over your account, you have 640 turkey points and are eligible for your turkey.

To redeem, grab a turkey - (Frozen Turkey - 10-22-lb. or 4-7-************* Farms Turkey or Turkey Breast) - enter your phone number at checkout, and the turkey will be free. That's it! You already clipped the offer that tracked your spending, and since you have met the $400 requirement, you are good to go. Please note the number on your loyalty account ends with ****, not ****, so if you enter the latter, it will not work.

We hope this helps. If you have any other questions or concerns, please don't hesitate to reply or call our customer support center at ************.

Thank you, and Happy Holidays.

Jennifer
Customer Support Center
Case ID: ********
Initial Complaint
Date:10/09/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was a loyal customer with ********************** and I was subscribed to their fresh pass for months until the past two months. I began experiencing issues within the app, placing delivery and pick up orders with my local Acme store, which is a ********* Acme in **********. It would not allow me to place any pick up or delivery order and said my card had insufficient funds when it indeed had enough funds on it And I escalated this issue to support many times and they always told me that they had to also escalate the issue to a higher up team and gave me multiple reference numbers which I heard nothing back from. I also asked if I could receive a refund for my fresh pass, and they agreed that I would be able to . I still have not received a refund for it nor have I heard anything back about it the last I checked on my reference number they closed it out without contacting me or giving me any information further. The only way I found to remedy this issue was the order from an acme that is farther away from my house which is the Manahawkin Acme. I am also unable to log onto my account on the ********************** website itself and I can only use the Acme app, this is very frustrating and to be told that I would receive correspondence from your support team and also a refund for my fresh pass just to not receive anything is very upsetting. My reference number is ********. I would like a refund for my time using fresh pass like I was told I would receive by your agent and also some sort of compensation for the stress and inconvenience. This has caused the delivery service you guys provide and fresh pass has been a big help to me and my family in these very hard times.
Business Response
Date: 10/15/2023
Greetings ***************************:

We are sorry to hear about the problems you experienced while shopping online with us, and we apologize for any inconvenience this may have caused you.

We looked into your concerns and saw that the ticket was closed in one of our systems but remains open in another for tracking. As per checking, you have successfully placed and received an online order recently, and we also noted several successful logins from a computer into your account. If either of these issues persists, please let us know so we can help.

Lastly, while we apologize for any issues you have experienced while being a FreshPass member, a refund was not approved as you have subscribed and canceled multiple times.

If there is anything else we can help you with, please don't hesitate to reply or call our *********************** at ************.

Thank you,

********
Customer Support Team
********
Customer Answer
Date: 10/15/2023

Complaint: 20714682

I am rejecting this response because:
I am only able to place orders at a store that is not my local store, as I said in my first message. I was told by your employee over the phone I would recieve a refund for a fresh pass when I was subscribed last due to this issue. Which by the way I still cannot place an order at my local store. I CANCELED my fresh pass before I was charged again because I refuse to pay for a service that doesnt even work for me. I was told by your representative over the phone I would be issued a refund multiple times , and I deserve one for all of the trouble and time this has costed me. I cannot even log into my account on your website , only the app.

Sincerely,

***************************
Business Response
Date: 10/20/2023
Hello ***************************:
We apologize for the frustration this has caused you. Unfortunately, since the refund for your FreshPass cancellation was already denied, no refund or form of compensation will be issued.
You mentioned only being able to place orders at a store that is not your local store - Can you please let us know when the last time was that you experienced this? We do see that you were able to successfully place a delivery order on 10/6/2023 from your local ********* store. It appears that this would be the store that services your area, so any delivery order that you place will be coming from that location. On the other hand, the store that fulfills your Drive Up and Go orders can be changed. We see that on 10/3/2023 you were able to pick up an order at our Manahawkin location.
Also, if you can explain to us in more detail what exactly you're experiencing on the website, we'd be happy to help you get logged in through there. We see that you have been able to access our website via your computer - are you just not able to log in? Is there an error message?
We look forward to hearing back from you - Thank you.
Aryssa P.
Customer Support Center
Initial Complaint
Date:10/07/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
As per city regulations, acme markets no longer provide plastic bags for customer use. At the same time, they have removed all hand baskets from the stores. This makes it extremely difficult to walk out of the store without using a cart and purchasing paper bags for just a few small items. I have damaged multiple items and the overall experience is extremely frustrating and dangerous for customers with limited mobility. There is no reason to remove this convenience while at the same time asking customers to bring their own bags or purchase additional ones.
Business Response
Date: 10/11/2023
To Whom It May ****************** noted, Acme is in compliance with applicable laws regarding plastic bags. Hand baskets are still available for use at our stores, however, this location has had ongoing issues with theft of the baskets, and it has been difficult to keep them in stock. We have contacted this customer to let them know we can leave one at the customer service desk for their use, and that electronic carts are also available for customers with limited mobility. They were satisfied with the resolution.

Thank you,

********
Customer Support Team
********
Customer Answer
Date: 10/11/2023

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
Date:09/28/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
PHYSICALLY AGRESIVE BEHAVIOR OF ACME EMPLOYEE.At 09/22/23 I was doing a grocery with a shopping cart. I was aproche from one of the employees who was pushing a shopping cart as well. I wanted to make sure that he has inaf space to pas me, so for this reason a stop on a site with my cart. Making sure he has enough room to pass me. But for my big surprise he acted completely crazy grabing my cart and pushing in ot over my feat in very angry manner!?!??! It was quite painful experience. I ask the gentleman what he is doing? He keept walking away agresivily. I ask if he will apologize, and he responded that will NOT apologize. I need it to speak with supervisor regarding this agresive behavior. Shortly after that the night supervisor ***** came to asist me. But he made things ever worse. He was very annoyed and bothered by my complaint. And absolutely dismissed it. Telling me that he is the night supervisor and can't do anything. He got my number and told me that his BOSS, by the name of **** will contact me next morning regarding the situation. All he suggested in very ignored manner was to write a review!? Next few days no one contacted me. I end up calling Acme costumer complaint line. Representative took my complaint and I resive on the same day a call from *********************** who was supposed to call me on the next day of the incident. When he contacted me he was very rude and ignorant. He told me that his colleague never gave him my phone number, and he was not sure if I wanted to be contacted by him!?!?! Absolutely nonsense. It turns out that he is not the store menager, and I told him that I would speak only with the store menager. After that few days passed. I escalate the complaint to the attention of district *******, and no one ever contacted us in regard of our complaint against the PHYSICALLY AGRESIVE and ANGRY behavior of their employees!!!!?? We are not going to shop there anymore. But wat is more disturbing is the absolutely absence of JUSTICE.
Business Response
Date: 10/05/2023
To Whom It May ******************* Store Director has investigated this complaint and taken appropriate action with respect to the employees involved. He apologized to the customer, confirmed she was not injured and when this customer returned to the store again on October 3, 2023 he spoke with her again. We believe she is satisfied with the resolution.
Thank you,

Aryssa P.
Customer Support Center

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ACME is NOT a BBB Accredited Business.