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:01/05/2023

  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 in *********, ** puts false price tags on almost all of their items in the store from produce to cat litter. The price tag for the cat litter I bought (I matched the **** was listed as $11.99, when I rang up my cat litter it was $17.99. This happens almost every time I go to Acme, with any product I buy. The price isnt listed as with card the price is listed as the price and then when you go to check out it is not that price.

  Business Response

  Date: 01/05/2023

  *********************************: 

   

  We are very sorry for the trouble you have had with product prices at the register when shopping at your ********* Acme market. Our price guarantee is that if the price scanned at checkout is higher than the shelf or signage price you will be charged the lower price (includes wine, beer, liquor, and tobacco). As such we are concerned to hear that this has been your experience. Please know that your comments have been shared with our store's Management Team for review, as this is not the level of service we wish to provide. 

  Thank you for reaching out to us about your experience. Please feel free to respond here or contact our Customer Support team at ************** if you have any other issues or questions. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Produce section in acme supermarket in ********** ** is awful. Veggies etc are old, withered, soggy, black, brown etc Its an ongoing issue and I should have done something about it before now but its really not acceptable to sell old produce.

• Initial Complaint

  Date:12/05/2022

  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 patronizing Acme Market (Store 114) on 12/01/222 approximately 10:30 am. I utilized the self checkout. I had a price reduction issue and associate assisted me and I made my first purchased with my credit card. I realized that I forgot some produce so I left my items in the care of associate. They was an middle aide African American man standing next to my cart which had my PAID ITEMS . I paid for the other items and then I was confronted by this person. They never acknowledged who they were. They wanted to see my receipt. They were standing there the whole time and I thought her was a customer. He did not stop anyone but me. I gave no indication that I was stealing or tryin to anything illegal. I was so upset that I was profiled and I was stopped for no apparent reason besides the color of my skin. I am due the same respect as any other patron of Acme Market .

  Business Response

  Date: 12/19/2022

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

   

  We value all of our customers and are committed to providing a welcoming, inclusive shopping experience for everyone.  We take concerns such as these seriously and have conducted an investigation regarding this matter.  According to the store director (who is also African American) he observed this customer putting items in a reusable bag by self checkout.  They pushed the cart towards the wall, with the bag in the cart, and stated that they forgot their wallet.  Therefore, when they returned and started walking away with the cart, the store director asked if he had a receipt.  Video review confirms the customer had in fact paid for the items in the reusable bag, proceeded back to produce to select some additional items, and returned to self checkout to purchase them.  The Store Director (who is also African American) stated the reason he asked for a receipt was because he did not see the customer check out and he had made the comment about the wallet.  While race was not a factor, we apologize for the poor experience and would like to offer the customer a gift card for $100.00, to be received from the stores **************** Desk, and welcome them to continue shopping with us.

   

  Thank you for reaching out to us. 

  ***

  Customer Support Center 

• Initial Complaint

  Date:12/01/2022

  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.

  I placed my order food at 6 AM for the time slot between 11 and three and at 11:30 I received a message that the food is coming and i look outside of my door and theres on the one bag even though I ordered four bags and that one bag has some non-organic eggs and bananas that I didnt order and receipt for somebody else and that somebody else is expecting at least her four or five bags of food too according to the receipt inside so that means that not only I did not receive any food but there is a person somewhere else who did not receive any food. And now has all my personal onformation just like i have hers. I ordered water , medicine for fever and other stuff. That means that we have a sick person here we needed that medicine we needed water. The reason I ordered was because we were in the middle of the storm and i had a sick person st home who needed the Medicine and water. I called acme right away and after an hour and a half on the phone after talking to incompetent negligent people the food was still not delivered and the money was still not returned. I couldnt order anything else because my card did not have the $75 that I had allocated for the food for That day. Late at night around 6 i ginallyreceived an email from their customer support offering redelivery I answered yes please deliver adap but that person disappeared and the food has never been delivered or my reply ever answered. I curse your company and Ibecause youre Negligent incompetent and I am going to *** you for stranding me in the middle of the storm taking my money and leaving me without food and medicine and water

  Business Response

  Date: 12/02/2022

  Greetings *********************: 

   

  Unfortunately there was a mix up of delivery orders, and ************** received another customers bag rather than hers.  She was offered a re-delivery by email, but we did not receive a response in order to re-deliver the order that day. She then submitted a refund request, which is being processed for the full amount of the order.  We apologize for the error and, in addition to the refund, have added a $15 credit to her home shopping account for a future delivery. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

  Customer Answer

  Date: 12/03/2022

   
  Complaint: 18487869
  
  I am rejecting this response because:

  it is a lie that inreceived a refund . I only received 5$ and i paid 74$. I had to borrow to go shopping that day . 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/09/2022

  Greetings *********************: 

   

  We apologize that you have not yet received the full amount of the refund for this order. We have processed a refund in the full amount of $74.70. Please allow 3-5 business days for this refund to reach your debit/credit card. Additionally, we have emailed you a refund receipt for your records. Once again we would like to apologize that this order was not delivered as scheduled and for any inconvenience you experienced.

   

  Thank you for reaching out to us. 

  Tim 

  Customer Support Center 

• Initial Complaint

  Date:11/11/2022

  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 07 22 I purchased some lunch meat that was burning my mouth which never occurred before. I saw the worker that worked behind the deli cleaning the machine that slices cold cuts and he was cleaning different areas such as the counter and I was skeptical of getting anything but I thought it would be okay. So therefore I proceeded to get the lunch meat and cheese. When I bought it home, which I don't eat it right away because I get a half of a pound and separate it and freeze it. So on 8th I proceeded to separate them to freeze but I left some bologna out to make a sandwich and that's when I discovered that it was burning my mouth and I was really afraid I even threw up a little bit and I started to go to the hospital but I didn't. So the next day which was the 9th I called them and explained what was going on and they told me to bring it back and I did. After explaining everything to the manager, which I called D&W to about the experience that I went through. I had my receipt and what I paid for went on my EBT card and she offered me more and I told her that I was afraid because the same thing could happen again which it did. So therefore I'm asking for some help with this situation because this should not be happening. What they gave me back I don't think it was worth what I went through. Please I'm looking for some kind of solution for this matter. Thank you!

  Business Response

  Date: 11/20/2022

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

   

  Your comments about the deli meat you recently purchased is concerning to us. Please respond here with the store location that the product was purchased, as we would like to look into this further with you. 

  Feel free to contact our Customer Support team at ************** if you have any other questions or concerns in the meantime. 

   

  Thank you for shopping with us. 

  Tim 

  Customer Support Center 

  Customer Answer

  Date: 11/20/2022

   
  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:10/20/2022

  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 October 3, 2022 I placed an online pick up order at ACME in **************. I requested a refund because the items they substituted for the items I selected I did not need. I was told 3-5 days I will receive the refund back to my debit card of $25.72. Did not receive anything so I called on October 12, 2022 to see what was going on, I spoke to a man that was in charge of the online orders. He said he reissued for the $25.72 to be put back into my debit card. Still did not receive anything, I called October 18, 2022. Trying to understand why it is taking so long for this to be refunded back to me. I was told a manager will look into it and give me a call, This feels like fraud. Never in my life have I experienced this with a grocery store. Anytime I've returned an item the money was back in my card within two days.

  Business Response

  Date: 10/25/2022

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

   

  We are responding to a message sent regarding your recent Drive Up & Go order. 

  We apologize that you have not received the refund for your order as of yet. Our records show that a refund in the amount of $25.72 was successfully processed for your order on 10/19/2022. We have sent a digital refund receipt to your email address on file as confirmation for you. Unfortunately, a refund may take up to 7 business days to reach your debit/credit card depending on your banking institution. We ask that you contact your bank for confirmation of the refund after 7 business days have passed, as it has been processed on our end. 

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

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

  Customer Answer

  Date: 10/25/2022

   
  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:10/18/2022

  Type:Delivery 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 placed an online order with Acme (**************., ************) on Sunday, 10/9. Order #********. The order was to be delivered between the hours of 4-6. Despite receiving an email that it was delivered, it was not. The order was clearly delivered to the wrong address. I was not given driver info to even check on the information. I reached out immediatly to the store and was given a bit of a run around, however they finally processed a refund request. I was given the Conf # ********. No email or upates came fron this. Several days later, I reached out again and was told that it could take up to 5 days and was basically left on chat hold most of the time. I was not given any other information. I attempted a follow up on 10/17, but could not get anything but automated messages. I have shopped with Acme for years, but I am comepletely disappointed with their on line services and will not use them again. I would like a refund of $41.74

  Business Response

  Date: 10/21/2022

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

   

  We are very sorry that you did not receive your order as scheduled, and that you have not yet received a refund for the order. 

  We would like to note that when an order is placed online with us, a pre-authorization charge in the amount of the estimated total of the order is made as a test to the payment method for the order. The amount charged for the pre-authorization is automatically refunded to the debit/credit card within 5-7 business days, and the final charge for the order is made on the date of fulfillment. In this case, we see that the amount of $41.74 was the pre-authorization charge for your order; our records also show that this amount has since been refunded to your credit/debit card. If you are not seeing this amount returned to your payment method, we ask that you please contact your bank to confirm the charge, as we are seeing it has been removed on our end. 

  Additionally, we see that the final charge made to your credit/debit card for your order was made in the amount of $12.19. We have processed a refund in the amount of $12.19 since you did not receive your order. Please allow an additional 3-5 business days for this refund to reach you.

  Once again, we apologize for the trouble you had in receiving your order and your refund. Please feel free to respond or contact our Customer Support team at ************** if you have any other questions or concerns in the meantime. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18239232
  
  I am rejecting this response because:
  
  The additional $29. + balance is due to be returned to my EBT/**. 
  

  I want that refunded as well. 
  

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

  Business Response

  Date: 10/28/2022

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

   

  Our apologies for not including that information in our initial response. In addition to the refund to your credit/debit card, we have processed the refund in the amount of $29.55 to your EBT card as well for the full amount of your order to be refunded. Please allow 3-5 business days for us to process the refund. If after 5 business days your refund is not received, please reach out to your local EBT office to inquire on the release of the funds.

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

  Customer Answer

  Date: 11/18/2022

  It worked perfect and I got my refund. 
  

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising 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.

  Hello:I hope all is well. Thanks for taking the time to review my case and for making me the best part of ACME Markets. On 10/06/2022, I visited the ACME at ********************************************************************************************* and went to the deli section. I ordered 200 pieces of fried chicken. The advertised price of this chicken was $74.99 per 100 count or $149.98 for 200 pieces of chicken. The deli associate advised me that I needed to go to the front, pay for the items, and get two receipts, one for myself and one for her which she would staple one copy to my catering order. Upon going to the front the chicken rung up $99.99 each. I brung this to the attention of the associate who got the store manager involved. After about twenty minutes the manager was able to manually override the price to $74.99. He apologized for the confusion and said that he would have a conversation with the deli manager about the price disrecrepancy. However, ACME and all Alberston locations has a price accuracy guarantee. I have reviewed the terms and conditions and would like to request an adjustment/refund for $74.99 plus applicable 6 percent sales tax ($79.49). Attached to this complaint you will find my receipt and the display within the store.******************************* ************ Moroever, please mail my reiumbursement (corporate check or gift card) to ******************************* ******************************************************************** Thanks for your time and I look forward to hearing from you soon.Respectfully:*******************************

  Business Response

  Date: 10/20/2022

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

   

  We are responding to a message sent regarding our scan accuracy policy for in-store purchases.

  We are very sorry that the initial price for the chicken you purchased in our store was not correct; however, we are happy that the store manager was able to adjust this for you. Per your inquiry, our scan accuracy policy is as follows: "If the price scanned at checkout is higher than the shelf or signage price you will be charged the lower price (includes wine, beer, liquor, and tobacco)." Unfortunately, this does not apply to sales tax, as this may vary depending on product or store location. Additionally, we at Customer Support are unable to provide any compensation via credit card or by mailed gift card for in-store purchases as requested. If you feel the price you received for your purchase was incorrect, we ask that you please return to the store to speak with our **************** desk for further assistance.

   

  Thank you for shopping with us. 

  Tim 

  Customer Support Center 

  Customer Answer

  Date: 10/22/2022

   
  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.

   

  The store's area manager was able to assist. Thanks for your time and consideration. 
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:10/03/2022

  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.

  Today October 3 2022 I went shopping at Acme supermarket on *********************************************** that I shop in at least 3 times a week. When I returned to my car in the Acme lot there was a note left on my car that said This parking lot is only for Acme OK Thanx next time you car will be towed. That was what the note said word for word including the wrong spelling. I do not appreciate this letter and anyone bothering me or my car, I do not want to shop at a store and worry about my car being towed while I am in the store. I asked to see the manager but he was unavailable and no one else would help. The more I shop there the more problems I have.

  Business Response

  Date: 10/05/2022

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

   

  We sincerely thank you for reaching out to notify us about this incident. 
  
  We certainly understand your frustration with this and we know how important it is for our customers to have an efficient service and a pleasant shopping experience. Regarding your concern with the unsatisfactory actions of our employee, rest assured we always take these concerns seriously. 
  
  To make this right, we have thorough documentation of this incident and we have submitted it to the Store Director of your local store for review. Your concern is important to us, and we do hope in time you will give us the chance to restore your confidence in our service. Please respond here if you would like to be contacted personally by a member of our store's Management Team regarding this issue. 

  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: 10/05/2022

   
  Complaint: 18160
  I am rejecting this response because: Of what was done and how I was treated and that hasn't changed because of the response I've read.
  Sincerely,
  
  *************************