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

  1401 N DuPont St Wilmington, DE 19806-4029

• 

  Acme Markets

  236 E Glenwood Ave Smyrna, DE 19977-1080

• 

  Acme Markets

  146 Fox Hunt Dr Bear, DE 19701

• 

  Acme

  300 Ryders Ln Milltown, NJ 08850-1706

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: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

  
  

• Initial Complaint

  Date:08/04/2023

  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 ordered a home delivery of $340. On July 21, I never received my groceries, so I called and was told it will be put for redelivery on July22, Never received groceries then either. So I used the chat bot talked to someone for a refund they said it was submitted and I should get it on 5-7 business days. So I waited and it never came. Now it's been 10 business days but 2 weeks really and I have not received my refund.

  Business Response

  Date: 08/06/2023

  Greetings *******************************: 
  
  Please accept our sincere apologies that the store failed to process your refund as requested. Our records show that a refund has been processed for your order on 08/04/2023 in the amount of $342.47. You should see the refund in three to five business days. Please check your credit card statement for the refund. When checking your credit card statement, please take into consideration your statement cycle cut date and allow for extra time if required. We have also emailed a copy of the refund receipt to the email address on your account for your records. 
  
  We truly appreciate your patience in this matter and have notified our Online Shopping Director, so this issue is not repeated. If you are experiencing any other issues or have any questions, please do not hesitate to reply, chat, or call us at **************.
  
  Thank you for shopping with us. 
  ***
  Customer Support Center 

• Initial Complaint

  Date:07/27/2023

  Type:Billing 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 told I couldnt pay for my groceries with my **** cash app card

  Business Response

  Date: 07/28/2023

  Hello ******,

  Thank you for reaching out and we apologize for any inconvenience. Per our website: We accept ***** MasterCard, Discover, and **************** credit cards, and most bank-issued debit cards. We also accept SNAP EBT/EBT Cash payment cards for in-store purchases and, at select locations, for online orders scheduled for pickup and delivery (Visit our SNAP FAQ to learn more). Cash, our gift cards, ACME Markets Pay, personal checks, and other charge accounts are currently not accepted for online orders.  For more answers to your commonly asked questions, please visit our site at acmemarkets.com/Online Grocery Orders/FAQ.  If you have questions that are not asked there, please let us know.  We are happy to further assist. 

  *****************
  Customer Support Center

• Initial Complaint

  Date:07/21/2023

  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.

  The shopper shopped unselected items. So I cancel the order before it was delivered. They said they will refund my original payment and its been two weeks and they never did. I was robbed.

  Business Response

  Date: 07/23/2023

  Greetings ***************************: 
  
  Please accept our sincere apologies that the store failed to process your refund as requested. We have processed the refund for you today, 07/23/2023 in the amount of $48.43. You should see the refund in three to five business days. Please check your credit card statement for the refund. When checking your credit card statement, please take into consideration your statement cycle cut date and allow for extra time if required. Additionally, we have emailed a copy of the refund receipt to the email address associated with your account for your records. 
  
  We truly appreciate your patience in this matter and have notified our Online Shopping Director, so this issue is not repeated. If you are experiencing any other issues or have any questions, please do not hesitate to reply, chat, or call us at **************.
  
  Thank you for shopping with us.
  ***
  Customer Support Center 

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 tried out ACME's 30-day trial program for FreshPass delivery due to feeling unwell on April 17th and being unable to go to the store. It appeared to be a more cost-effective option than Instacart or Doordash at the time. However, I was disappointed to see that most of the items I received were damaged. Over half of the bell peppers were bad, the ginger ale box was ripped, the root beer cans looked shaken, the corn tacos were cut in half, and the Swiss rolls were the wrong brand. Additionally, the cereal boxes had changed sizes and they missed adding meat, which caused me to miss out on a 4 for $20 deal. The meat they did pick looked unappetizing. I contacted customer support to ask for a refund for the broken items, but their system was down. They told me to call back in ***** hours. After speaking with another representative, I was given a date to expect the refund and was advised to request a full refund. However, the refund never appeared on my card. I called the *** line and was transferred to the payment department to cancel the payment, but to no avail. I was then advised to contact the store for a refund, but the store manager refused to give me a full refund because I did not take pictures of the products and return them to the store, despite never picking them up. Though she said she call me back to refund me in the same breathe- never received a call or email. I have made numerous attempts to resolve the issue, but customer service has been of no help. I lost $151.81 and did not receive the full value of the food. I filled out there complaint box on there page and received no response either. I don't want to spend more time on hold waiting to be told they can do something and not following through. In total I have called at least 8 times and been on chat 3, went to the store once and spoke over the phone with the store manger. It was mentioned that my receipt wasn't populating but I have a copy from my order. I will take refund in gift card form.

  Business Response

  Date: 07/09/2023

  Greetings Astra Penn: 
  
  We sincerely apologize for the issues of product quality and selection and that you received with your grocery delivery order, and for the difficulty you had contacting us about a refund being processed for this order. We do take concerns such as these seriously, and our store's Home Shopping team has since advised that they will be addressing the shopping, charging, quality and customer service aspect of your order. 
  
  Additionally, our store team has confirmed that no final charge was made for this order. Checking our system, we also confirmed that no final charge was made, so we are unable to provide a refund as this order was technically provided free. We did also check to see if there was a remaining balance for the pre-authorization made when the order was placed. However, as pre-authorization charges in our system are automatically released within 7 days, we see that this has already been taken care of as well. 
  
  Once again we would like to apologize for the confusion regarding this order. Your concerns are important to us, and we do hope in time you will give us the chance to restore your confidence in our service. 
  
  Thank you for shopping with us. 
  ***
  Customer Support Center 

  Customer Answer

  Date: 07/09/2023

   
  Complaint: 20289166
  
  I am rejecting this response because: The payment did in fact go through! I have the payment details and a screenshot from my provider's app (for food stamps) that are having a hard time attaching. If needed I can emai them to you. It amuses me that none of the 5-8 various persons I've spoken to have ever said that payment didn't go through. Instead, someone informed me that there was a problem with a receipt because of a technical fault on your systems end, and everyone else was assisting me in getting my refundit was just that it was never returned to my food stamp card. I was told it was because foodstamps is a thoughter payment process. I hope your business takes more pride in its system than to lose an entire digital receipt and then refuse to process a payment to refund it after someones been told well over **** different times that the refund was coming. I'm hoping that this can lead to a better resolution than the one I just got. 
  
  Sincerely,
  
  Astra Penn

  Business Response

  Date: 07/19/2023

  Good Morning 

  We have reached out to our ******* Services team and we are told that the *** payment of $150.81 did indeed go through.  We do apologize for any miscommunication there.  We have asked that you return to the store for a full refund to your *** due to time constraints on our end for refunds.  If we refund you here it will take up to 30 days for the *** to be credited by your program.  If you return to the store, they can refund you on their terminals which the payment posted and that can be refunded and available much faster right then for you.  Please let us know if you want us to refund the *** here and we are happy to do so, but again, it will take up to 30 days to post back to ***.  We await your response. 

  *****************
  Customer Support Center

   

   

  Customer Answer

  Date: 07/25/2023

  I was hoping to receive a refund for my purchase in person, but when I did go the first and only time they informed me "the mangers not here and even if she was she most likely wouldn't release them because it was through the online part" and it seems that this was also the lady I spoke to on the phone when I had called the store who said "you don't deserve a full refund because you decided not to bring back the food back (even though I order delivery). I understand that you are able to issue a refund to my card, but I have been waiting for several months already. If possible, I would prefer to receive the refund in the form of a gift card or have someone call the store to arrange for the release of the funds on my card or on a gift card. I am just hesitant to return to the store without clear answers, so if you could let me know if any of these options are possible like arranging a call to the store, I would greatly appreciate it. Thank you for your assistance.

• Initial Complaint

  Date:06/30/2023

  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.

  Out of 7 times i placed orderes, 5 times i got an error upon pressing place order. Not only its a waste of a lot of my time because i had to call 12 times but they have no idea how to fix it. A bunch of idiots . In the meantime we are sitting without water and food. Fix your **** application!! I need compensation for all **** time i soent on calling. Removing the items, deleting the app, reloading the app, putting stuff back, setting substitutions, again gettimg the error, calling again, dealing with their clueless stuff, waiting hoping they fixed it, trying again, nothing again.

  Business Response

  Date: 07/03/2023

  Greetings *********************: 
  
  Thank you for reaching out to us regarding this issue checking out on our site. We apologize that you were not able to get this resolved by contacting our Customer Support team. We will be having an Operations Manager reach out to you to go over this issue further. 
  
  Thank you for shopping with us. 
  ***
  Customer Support Center 

• Initial Complaint

  Date:06/28/2023

  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.

  Please be advised that I am an Instacart worker. On 4/1/2023 I inadvertently used my debit card to pay for a transaction at the ACME located *********** in *******, ********. The amount of the transaction was $154.91. I made the store aware of this and they were supposed reverse the transaction, put the money back in my account and charge the Instacart credit card. Instead what they do is put the credit on the Instacart credit card and pays the card. That means Instatcart was paid twice for the transaction.They have record of this because at my request they sent me three receipts, one when I paid with my personal debit card, the second when they reversed the credit to the wrong card and the third when they finally charged the Instatcart credit card.I waited for nearly two months and was finally told from their headquarters store that they have forwarded an email to the ******* facility and for me to go there and let them process the refund.I go to the store on June 21, and the rep asked me "Which card do you wish the money taken from?" I handed her the Instacart credit card. She then asked me "which card do you wish the money added to?" I gave her my debit card.After I get home I check my account and she did the same mistake again. She took $154.91 from my account and placed it on the Instacart credit card.When I call the store she nastily insists that the miscommunication was totally my fault. She then angrily says "Well, you're going to have to come back to the store" Before I can ask her how long she is going to be there, she slammed the phone in my ear. I reported this to headquarters and the store manager sends me an email to call him and let him know when I can come back to the store. When I call and tell him I can come right away he says to me "You can't, the same lady who handled the transaction is not in and she is the only one that can do it? I then said why did you tell me to call you in the email. I have reached out to them but to no avail.

  Business Response

  Date: 06/29/2023

  Hello ***********
  
  We have spoken directly to our Store Director regarding this issue, for your ACME location.  We should be in contact with you personally via the information provided here, with a resolution.  We thank you for your time and apologize for the inconvenience.  If you have any further questions, we are happy to assist.
  
  *****************
  Customer **************

  Customer Answer

  Date: 06/30/2023

   
  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.
  
  I have also added a condensed copy of the letter sent to their customer relations division.
  

  Sincerely,
  
  *********************************