Complaints

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

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• 

  ACME

  PO Box 20 Boise, ID 83726

• 

  Acme Markets

  4720 Limestone Rd Wilmington, DE 19808-1928

• 

  Acme Markets

  2098 Naamans Rd Wilmington, DE 19810-2655

• 

  Acme Markets

  18578 Coastal Hwy Unit 13 Rehoboth Beach, DE 19971-6154

• 

  Acme Markets

  1 University Plz Newark, DE 19702-1549

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:04/07/2024

  Type:Sales and Advertising 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 advertised 2 day sale on chicken Beginning second day of sale not one Acme store in area had any of the sale chicken Typical bait and switch Get you in store for sale So you will buy something

  Business Response

  Date: 04/09/2024

  Greetings *************************:
  
  We are sorry to hear you had issues with one of our sales, and we apologize for any inconvenience this may have caused you. So we can further investigate, can you please provide us with the location you shopped at? 
  
  We look forward to hearing from you soon. 
  
  Thank you, 
  
  ******************** 
  Customer Support Team

• Initial Complaint

  Date:04/07/2024

  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.

  On 4/7/24 @9:50AM, I placed an order with ACME markets to be picked up. The app in which I ordered stated the order would be ready at 2 and I had from 2-8 to pick it up. At 12:39 I was notified that they had started to shop my order. I arrived shortly after 2 to discover my order wasnt ready. I reached out to customer service and was told I wasnt notified of the delay because there is a 1 hour window. In placing the order I was told it would be ready at 2 not between 2 and 3. The app needs to be corrected. I luckily had childcare so my children werent stuck in the car. But as I type this I am still waiting for this order (2:40) meaning I have been away for over 30 minutes sitting, waiting while pregnant.

  Business Response

  Date: 04/10/2024

  Hello ***********************, 
  
  Thank you for taking the time to reach out to us. 
  
  We sincerely apologize for the inconvenience caused by the 1 hour delay of your recent Drive Up and Go order - Unfortunately, it was due to team members falling behind on orders from 4/7/2024. Our Operations Manager was able to review this matter and confirmed you order was handed off to you at 3:15PM. However, the store has been notified to get in touch with you directly to offer you a credit on your next order. 
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you for shopping with us,
  
  Aryssa
  ***********************
  Case ID: ********

• Initial Complaint

  Date:03/07/2024

  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.

  On 11/28/23, I started a 30-day trail fresh pass subscription with ACME for a food delivery services. On 12/28/23, my debit account was deducted $99 for the annual ACME subscription fee. I was dissatisfied with the types of food items the shoppers would choose and so on 1/15/24, I elected to cancel the annual subscription. I contacted ACME at ************* and ************* and informed them that I was not happy with their services and wanted to cancel. The rep informed me that I would be issued the balance of my subscription fee. Since I was no longer interested in doing business with ACME, I decided to delete the account and app off my phone. Since 1/15/24, I have spoken to ACME reps and have advised that since I deleted my account their IT department would need to verify my membership. It got to the point where I was willing to continue receiving the subscription services since it looked as if they were not going to refund me the remaining balance of the subscription. I was told as recently as last week that they have reviewed all the notes and had escalated this case to whereas a Supervisor would be handling the situation and that I would receive a refund by 3/6/24. It is 3/6/24 and I have not received any monies from ACME. I have provided you proof of membership and can provide proof the funds was deducted from my account if needed. Thank you for your help!***********************

  Business Response

  Date: 03/12/2024

  Greetings ***********************:
  
  Thank you for taking the time to bring your concerns to us. We are disappointed to hear that you did not have a good experience as a FreshPass member, and we sincerely apologize for any inconvenience you may have experienced during this time. 
  
  Our *************************** has confirmed they submitted a refund to your original payment method. Please allow 3-5 business days for the refund to appear in your account.
  
  If you have any other questions or concerns, please don't hesitate to reply or call our *********************** at ************. We are available from 5 AM - 10 PM PST, Monday - Sunday. 
  
  Thank you, 
  
  ********************
  *********************** 
  ********

  Customer Answer

  Date: 03/19/2024

  Thank you so very much for your support. ACME returned my full $99. Im very grateful to you, thanks again. 
  

  *****

• Initial Complaint

  Date:03/06/2024

  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.

  Made an order. Went to pick up the order. Items were missing. I requested a refund through the app. The refund was denied because the refund was already processed as per the email. No refund was received

  Business Response

  Date: 03/12/2024

  Greetings ***************************:
  
  Thank you for taking the time to bring this matter to our attention. We sincerely apologize for any inconvenience this may have caused you. 
  
  We can confirm that a refund of $57.84 was processed back to your original form of payment. Please allow 3-5 business days to see that reflected in your account. We also sent a refund receipt to your email address on file. 
  
  Again, we are very sorry for the inconvenience. If there is anything else we can help you with, please don't hesitate to reply or call our *********************** at ************. We are available Monday - Sunday from 5 AM - 10 PM PST. 
  
  Thank you, 
  
  ******************** 
  Customer Support Team
  ********

  Customer Answer

  Date: 03/12/2024

   
  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: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, 
  
  ********
  ***********************
  ********