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

  4365 Kirkwood Hwy Wilmington, DE 19808-5113

• 

  Acme Markets

  1308 Centerville Rd Wilmington, DE 19808-6220

• 

  Acme Markets

  1901 Concord Pike Wilmington, DE 19803-2903

• 

  Acme Markets

  1812 Marsh Rd Wilmington, DE 19810-4581

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:06/22/2023

  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.

  I was finishing some shopping at the Acme (114) *************************************************************************************************. I previously did something shopping at Produce Junction and purchased 4 lbs of string beans. I am always on the move so I used the self checkout and I witness a light skinned , middle age store associate looking in my shopping bag when I was returning with another item to purchase. After I had completed to check out he questioned where did I get then string beans from Acme. I never entered the aisle of produce, I went straight to soup aisle for what I was planning to purchase. This is the second time thaf I was inappropriately approached by a Acme Employee. I dont know if its a Black because I am dark skin male. I have never given any indication that I was stealing. I would not left my bag there if that was my intention. This has to stop, do they question the caucasian community when they leave the store with prior goods in their possession. This racial profiling is getting out of hand . I was so upset because I am pleasant shopper.

  Business Response

  Date: 07/07/2023

  Dear ******************:
  
  Per your discussion with our Asset Protection team, we have investigated your concerns and are taking appropriate action based on our findings. 
  
  Thank you for contacting us.

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

  Customer Answer

  Date: 07/07/2023

   
  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,
  
  ***************************

  I don't quite understand what has Acme done to prevent this from taken place again. This is the second incident that has occurred this year. The same parties or culperable in this matter 

• Initial Complaint

  Date:06/12/2023

  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.

  Order ******** was nevervdelivered. It was supposed to b left at the security desk with doorman but it wasnt delivered. I filed a complain *** acme sent me an email they issued a full refund but after 2 weeks of calling and waiting the refund never came. Sunce then i ve been blocked from placing any orders because every time when I hit place order I get an error I did call once or twice and the error was cleared and I was able to place one more order but after that all orders are not being placed because of the technical glitch I called and called and every time I asked for supervisor they told me they will transfer me. The supervisor says hello and after that, I see a pause in the call and then i hear youre disconnected. I want my money back for the orders that were not delivered and I want to it be checked why I cannot place any of the orders. And after u clear that technical glitch that monthly pass is supposed of free pass I wanted to be extended because all this is time I couldnt even use it because of that glitch see the attachment.

  Business Response

  Date: 06/12/2023

  Greetings *************************: 
  
  Please accept our sincere apologies that the store failed to process your refund as requested. Our records show that a refund in the amount of $3.50 had been processed on 06/07; we have processed an additional refund for you today, 06/12/2023 in the amount of $47.98. We have also emailed refund receipts to the email address on your account for your records. 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 truly appreciate your patience in this matter and have notified our Online Shopping Director, so this issue is not repeated.
  
  Furthermore, we are very sorry for the trouble you have had when trying to place orders online with us, and that this was not able to be resolved with our support team. In checking our end, we were able to see an error in our system that we were able to fix, which should resolve your issue placing orders. Please try again at your earliest convenience to place your order. 
  
  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 

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20173466
  
  I am rejecting this response because:
  I asked to

  extend the acme delivery monthly free pass that i signed up 2 weeks ago but wasnt able to take advantage of due to all this technical issues
  Sincerely,
  
  *************************

  Business Response

  Date: 06/15/2023

  Greetings *************************: 
  
  We apologize that you were not able to use your Fresh Pass subscription as of late. Your free trial has been extended to 08/01/2023. 
  
  Thank you for shopping with **. 
  ***
  Customer Support Center 

  Customer Answer

  Date: 06/20/2023

   
  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:06/03/2023

  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 tried placing an acme order tonight on June 3rd around 3 am. I was using both *** (food stamps) and my cash app card. My *** total was around $360 and my cashapp card total was $6. The order did not go through due to me not having enough funds on my cashapp card. However, the money was taken from my *** card. Leaving me with $11. Its been over 45 minutes and the money has still not came back onto my *** card so I could properly place the purchase. This is the money I recieve for my family to eat, I cannot be waiting days for funds to release.. when an issue like this happens with ******* online, the *** funds are refunded immediately. I recently switched to acme from *******, but I think I am beginning to regret my choice. I am very worried and anxious and hope this is resolved quickly so I can get the groceries I need for this month for my family to eat. I have a two year old and I cannot go without anything.

  Business Response

  Date: 06/06/2023

  Greetings ***************************: 
  
  We are sorry for the confusion regarding charges made for orders placed online with us. When an order is placed for delivery or Drive Up & Go with us, a pre-authorization charge is made in the amount of the estimated total provided during checkout. This amount may be amended later when the final charge is made at the store level for the order. In this instance, since the order did not end up going through, unfortunately the pre-authorization charge remained. Please know that a pre-authorization may take 5-7 business days to reach you after trying to place an order through our website/app. 
  
  Please feel free to respond here or contact our Customer Support team at ************** if you have any other questions or concerns. 
  
  Thank you for shopping with **. 
  ***
  Customer Support Center 

• Initial Complaint

  Date:03/30/2023

  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 was in your store in ********** and grabbing a few things when I was told leave the store because they were closed at **** pm. No hurry to checkout just leave woth out items very unprofessional there were 6 or 7 workers in there that's unreal.

  Business Response

  Date: 04/02/2023

  Greetings ***************************: 
  
  We sincerely apologize that you were asked to leave from our Newtown store without assistance with the items you had selected. This issue has been reported onto our store's Management Team as this is not the level of service we want to provide. We have asked that store management contact you directly regarding this issue to reach a resolution with you. 
  
  Thank you for shopping with us. 

  ***

  Customer Support Center 

• Initial Complaint

  Date:03/27/2023

  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.

  Business took the money told me that the order is ready to be delivered. Weve been sitting for three hours no food I keep getting checks that its being delayed. No one knows where you went in there at the end they told me that the payment dont go through, but I see it didnt go through because the money is gone from my account. My parents sitting with no food. It was supposed to be delivered between six and seven now its almost 10 oclock and everything is closed and now when I called his seller that delivery is not going to happen today theyre scamming. Acmes negligence resulted un an old person sitting at home hungry wuth no dinner and as a result the food order cost us 100$ from A diner. Order ********

  Business Response

  Date: 03/28/2023

  Greetings A Ra: 
  
  We sincerely apologize that your grocery delivery order was not delivered as scheduled and for any inconvenience this has caused. Unfortunately, our store was not able to fulfill order ******** as requested, so a final charge was not made. We understand how inconvenient this has been. We will be reporting this issue onto our store's home delivery team to ensure that these kinds of issues do not persist. Additionally, if you would still like to receive this order, we ask that you place a new order online through our website/mobile app. 

  Regarding the charge for this order, $41.40 was charged as a pre-authorization for this order when it was placed online. However, our records show that this amount has since been released on our end. Please know that it may take 5-7 business days before this will show on your debit/credit card. As mentioned, since this pre-authorization has been released on our end, we ask that you please contact your banking institution if you have any other questions about the charge or when it will reach you. 

  Please feel free to respond here or contact our Customer Support team at ************** if you have any other questions or concerns. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19860774
  
  I am rejecting this response because: the money have been rekeased. Im short by yrsterdays 44$ for the never delivered order. I will never shop in acme ever again. There are other stores that do a decent job. 
  
  Sincerely,
  
  A Ra

• Initial Complaint

  Date:02/26/2023

  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.

  Acmy charged me twice $68.40 on 01/18/2023 . At ***** I give them UCARD they said not working . At ***** 01/18/2023 I use my other card and get the groceries . On 01/20/2023 I checked my balance and found they charged me $68.40 on UCARD which amount I already paid and charged on other card . I went to store and try to explain them but they said they cant do anything at store call Acmy on telephone number on receipt . I called them on 01/20/2023 they gave me complete number fin0039070 representative name was ***** . I called one month so time but no outcome . FINALLY ***** CALLED ME ON 02/17/2023 at ***** pm THAT THEY SENT AMOUNT TO UCARD BUT THAT WAS A BIG LIE . I wait for 3 more days and called MY UCARD they said no return yet . Again I called ACMY and logged an other complaint number that is Fin0042819 her name was ****** and theres no response yet . Let me know where I need go ?

  Business Response

  Date: 03/06/2023

  Greetings Mubarik Butt: 
  
  We apologize that you have not yet been refunded to your Healthy Benefits Card from your transaction on 01/18/2023. Please know that per your recent contact with our teams, this is still being worked on to get a proper resolution for you. Per the dispute number provided, FIN0039070, our ******* Services team is currently working to get this resolved for you. ******* Services are working diligently to resolve this dispute, and has had recent contact with United Healthy Benefits on 03/05 and 02/27. Unfortunately, a further resolution is not currently available. However, we encourage you to contact our ******* Services team and provide the dispute number above for updates at **************. 

  
  Thank you for reaching out to us. 

  ***

  Customer Support Center 

  Customer Answer

  Date: 03/20/2023

  
  Yes it is resolved thanks for your support and help in resolving .                                           

  Mubarik M Butt
  

  
  

• Initial Complaint

  Date:02/21/2023

  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.

  Harrasment

  Business Response

  Date: 02/21/2023

  Greetings *****************************: 
  
  Your comment is concerning to us. Please reply here with additional details of your experience so we may assist you further. 
  
  Thank you for reaching out to us. 
  

  Tim 

  Customer Support Center 

  
  

• Initial Complaint

  Date:02/17/2023

  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.

  On February 2nd we were to get an order of groceries delivered. ACME delivered our order which had only 25% of our items. We tried to explain to the deliever person the issue but he said he didn't work for ACME.We called the store in ********* and a girl told ** she would call right back ... after 35 minutes with no call we called back and the store told us she had gone home and no one could help us until the morning. We then spent 3 or 4 hours on the phone with ACME customer service who eventually told us we would get a complete refund on the order. It is now Feb 16th and even after multiple phone calls they still have not refunded the $386 charge on our credit card.We would like ACME to refund the charge as they said they would do both in writing on Feb 2nd and over the phone the past few times we have called.

  Business Response

  Date: 02/21/2023

  Greetings *******************************: 

   

  We sincerely apologize for the issues that occurred with your grocery delivery order that was fulfilled on 02/03/2023, and that you have not yet received the refund for this order. We can confirm that this order was refunded in the full amount of $386.99 per our ******* Services team on 02/16/2023. While this refund has been successfully processed on our end, please know that it may take an additional 3-5 business days before the refund reaches your debit/credit card. Thank you for your patience in getting this resolved. 

  Please let us know if you have any other questions or concerns. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

• Initial Complaint

  Date:01/16/2023

  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.

  On Sunday 1/15/23 at approximately 3:00 PM I went to the ACME at ************************************************************* to purchase seafood for dinner, only to find the seafood counter closed. The store had hours to 11:00 PM yet the seafood ***** was closed for business. The seafood case was fully packed with everything they sell, yet it was covered with plastic and the department was dark. I asked why it was closed and I was told there was no one to run the department and that the department itself closes at different times with no set times being disclosed. So not only is seafood sitting in the case with nobody to make it possible for a customer to purchase any of it, but this is giving time for the seafood to dry out and begin to spoil. So is ACME losing money by not selling their seafood, and this is giving way to making it a loss for letting it spoil. I think this matter should be looked into to find out why there is no one to run the department and if special hours of business apply to the seafood department they should be posted at the seafood counter for the customers to see. I would greatly appreciate a responsible solution for this matter

  Business Response

  Date: 01/16/2023

  Greetings ***************************: 

   

  We sincerely apologize that you were not able to receive service from our Middletown store seafood department during your recent visit. We completely understand your frustration that the department's operating hours did not match the posted hours. Additionally, we do appreciate your concerns for our seafood product that is not being served when the department is closed. Your comments have been shared with our store's Management Team, as we would like to be as accommodating to our customers as possible. Thank you for reaching out to us and sharing your experience. 

  Please feel free to reply here or contact our Customer Support team at ************** if you have any other questions or concerns. 

   

  Thank you for shopping with us.

  ***

  Customer Support Center 

  Customer Answer

  Date: 01/17/2023

   
  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:01/09/2023

  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.

  Today January 7,2023 while shopping at my neighborhood acme markets located in ********. I noticed quite a few expired dairy items. There wasnt anyone on the sales floor to address this with so I tried courtesy booth which was also unattended. There are multiple flavors of yogurt that are expired and I mean up to a year from today EXPIRED! I went home because I decided not to buy anything I started checking dates of everything I was interested in & I was turned off immediately after noticing all the expired items. I happened to be on ******** when I noticed another customer complaining of the same thing & all the responses had similar experiences claims from products on the shelves to meat and dairy even COFFEE.Its a requirement that expiration dates be checked on a daily basis this store ISNT DOING IT. Which is surprising to say the least considering they just added doors to their dairy section (basically all cold shelving now are enclosed w/see thru glass doors) & no one bothered to check the expiration dates? Especially on DAIRY??Last year in December I purchased a **** GC for a family member & the funds were stolen right off the card after purchasing it-I reached out to acme immediately & they didnt care at all. I warned them to remove the cards because they had been compromised & I had the card in my possession until I reached my family members home at which point he checked the balance & the balance was gone! Acme told me to call **** they couldnt be bothered to prevent this from happening to anyone else by simply taking them off the floor???? Acme is a trash company & needs to be held accountable I wont shop there anymore

  Business Response

  Date: 01/09/2023

  Greetings *****************************: 

   

  Thank you for taking the time to reach out to us today. We are sorry to hear about the poor quality of the items you saw when you last shopped at your local Acme store. Please know that this is not the standard of service we strive to provide to our customers. We review all reports of issues such as these to improve our customer experience, and we know your time is very important. We appreciate you for bringing this to our attention.
   
  We would like to let you know that we have already reported this to our Store Director for immediate review. Please respond here if you would like to be contacted personally by a member of our store's Management Team regarding your experience with the expired products and gift card when shopping with us. 
  
  We are most grateful for your patience and understanding on this matter. We hope that this experience will not stop you from shopping with us and trusting us again in the future. 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