ComplaintsforAlbertsons

Grocery Store

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Initial Complaint
03/08/2022
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased ****** crackers from this Vons on February 16, 2022. The crackers were tagged on sale and 'pick 5' The regular price was $3.79 and the sale after the pick 5 should have been $2.40 (a $1.39 discount).I noticed later in the day that the $1.39 discount appeared on my receipt, however the receipt did not subtotal the discount into the final price. I went to the store with my receipt today, February 22, 2022 to speak with the manager. The first attendant looked at the receipt and said, "Oh, that's weird, I wonder why the receipt didn't add up properly." She then instructed the cashier to refund the discount that was not applied. The cashier went to the isle where the crackers were located, and the sale tag was no longer there, so she refused to give me a refund of the discount that should have been applied. I explained to her that they were on sale the day I bought them and the receipt clearly showed the discount, and that I would not have paid full price for them.She then asked her manager, who was very condescending in telling me I was not reading the receipt correctly, however I was indeed reading it correctly. When I asked to speak to the District Manager, that manager agreed and asked the cashier to refund the discount. The cashier proceeded to tell him she was busy. At this point, after arguing with these people for 15 minutes and other customers getting frustrated, I just left, and left the district manager with my receipt. This is not the first time this store has overcharged for items, and I'd like to make the BBB aware of this in order to address internal control issues at this store and hopefully put a stop to this practice, whether it is intentional or human error. With prices going out of control, the last thing unsuspecting customers need is to be over charged.I am requesting a refund of $1.39. As silly as it seems, it's a matter of principle at this point after such a waste of time and lack of respect in the store.
Business response
03/14/2022
Greetings *******************************:

We apologize for the difficulty you had in receiving the correct price of the ****** crackers you had purchased.

Please know that we have documented and forwarded your account of these issues in receiving the Weekly Ad price, and in the interactions with our store associates onto our Management team for review to ensure that issues like these are not occurring. We appreciate you taking the time to share your concerns with us here. We were also able to locate your account in our system from the information you provided, and we have added a credit of $2.00 to be discounted from your next in-store shopping trip. You will only need to enter your Club Card or associated phone number at checkout for this credit to be discounted on your purchase.

Thank you for shopping with us.
***
Customer Support Center
Customer response
03/14/2022

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
02/04/2022
Complaint Type:
Customer Service Issues
Status:
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.
On 12/16/21 my husband purchased one Ulta $50 gift card from our local Vons supermarket as a Christmas gift for me. Upon opening the gift card on Christmas Day I found the gift card enclosed was NOT from Ulta but from a store named Cabela's for the amount of $25! My husband called Vons right away to report this finding but was told they're not responsible once the card was sold and activated. The staff from Vons said we need to call the Ulta number on the back of the gift card holder, however Ulta could not help us because the actual gift card inside the Ulta gift card holder is NOT an Ulta gift card. I also called Cabela's and gave them all the information on the back of the $25 gift card, I was told that the gift card was never activated. In summary: 1) my husband paid $50 cash for a $50 Ulta gift card.2) instead of a $50 Ulta gift card a $25 Cabela's was enclosed.3) Called Vons - they refused responsibilty and told us to contact Ulta even $50 was paid at their register and the cashier activated the supposedly Ulta gift card with bar code on the back of Ulta gift card holder.4) Called Ulta - unable to help with only info on the back of gift card holder without the *** on physical card which we do not ********** Called Cabela's - they were able to look up the gift card information because I have the physical card, was told it was never activated.I do not want a $25 Cabela's gift card (never even heard of this store) when my husband paid for a $50 Ulta gift card! Vons needs to accept the return of this wrong gift card and either refund us the $50 my husband paid or give us a $50 Ulta gift card that actually has a $50 Ulta gift card inside. Vons needs to take accountability for this fraudulent transaction and resolve the issue, pushing the blame and refused assistance is unethical. I've enclosed pics of receipt, front/back of $50 Ulta gift card holder, front/back of $25 Cabel's gift card.
Customer response
02/08/2022
Hello, this is responding to your request on my full name with complaint # ********. My full name is *********************. Thanks.

Business response
02/24/2022
Greetings *****:

We are writing in response to your recent issue regarding the Ulta gift card purchased in our store.

We apologize for the trouble that you've had in being able to use this gift card you received. We are certainly happy to assist you with this issue. However, we do not have the tools available here through the Better Business Bureau to make this right. If you could please contact our Customer Support Gift Card team, we are happy to assist you further. You can reach our Gift Card team at **************, selecting option 4 in the directory. We appreciate your patience, and we look forward to hearing from you soon.

Thank you for shopping with us.
***
Customer Support Center
Initial Complaint
01/17/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I have had many requests to not utilize DoorDash to deliver my groceries. On 1/17/2022 I spoke with **** (Recording ********) to ask whether the delivery would be through DoorDash. **** was able to confirm that my delivery is through DoorDash. DoorDash has repeatedly not followed instructions and stole my groceries. I have made a request for ******* to not use DoorDash. That request was honored by ******* for quite some time, until recently. DoorDash has been used at my current location in **********. After telling **** my reasoning on not using DoorDash, he had said to me that I was given misinformation, which is incorrect, as ******* has disclosed to me the continuous problems they have had with DoorDash, and a representative has said they do intend on revising their procedures using DoorDash. **** had stated that this information was false. I did disclose many issues and basically said to me "It doesn't work that way," after contradicting his own suggestions of why for months DoorDash would not be utilized.
Business response
02/08/2022
Hello *******************************,

Thank you for reaching out to us with your concerns and your honest feedback about using our ************************ with Freshpass. We do understand you are not satisfied with the quality of service provided by our third party delivery partner, Doordash. We are always striving to provide the best possible **************** and offer our sincerest apologies that we missed the **** on your most recent deliveries. Your comments will be shared for further review and consideration with our *************************** Team. We will be happy to cancel your current Freshpass subscription per your request. However, please know that you have placed 22 orders during your membership and not eligible for a refund. You can continue your benefits until your subscription end date of 09/08/2022 after that your membership will end and your card will not be charged. Please do let us know if you have any other questions or concerns we can further assist you with. We hope you have a great night.

*******
Customer Support Center
Contact ID ********
Initial Complaint
12/22/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I came to store on ***** and ******** in *** **, to buy grocery and I want to pay with my gift card, after I spent 10 min in line waiting the lady told me this store can not accept ********* gift card since the store now called ********* market and own by different company but they can change my gift card at the customer service so I went there and I stand in line for 11more min since they were helping other customer and we I got there, they said they have to have hard copy card to be able to exchange it to ********* market gift card so she advise me to come back so I was not able to buy my grocery that I spent45 min picking up,I came to store again 12 21 evening around ********************************************************************************************** attitude, she was super rude, start to call on the phone and slam the phone ( please review video surveillance to confirm ) and I ask her what she is doing and why she is mad, she start yelling at me she is busy and she have to verify cards, I ask how long this will take, she screamed in my office she does not know and I Have to wait tiill she finish, and I got upset and I said why you are acting like a witch and she got mad, so I said give me my cards and left store today I went back around 530 pm and there was nice lady she took my card and verified the amount in no time and she was about to exchange the card for me when other manager showed up from inside store and force her to stop helping me because she "claim I was rude to her " yesterday , so I have to leave and I was extremly upset this is third time I drove to the store, and I am loyal customer I always buy my grocery there,I am physician so I truly do not have time to keep going back and force, I spent in gas more than 24 $ back and forth, Please review video at the stores to verify above I would like manager to call me ************ and letme how I can exchange my gift card ASAP please Thank you
Business response
01/05/2022
Hello Muhammad,

We are very sorry to hear that you were not provided the best possible customer service experience at our Lomas Blvd Albertsons Market. We will let our Store Director and proper Managament Teams know your honest feedback about these 3 shopping trips to our store. We have requested our Team reach out to you as soon as possible at the provided phone number to follow up and assist you with this Gift Card issue.

Thank you.

*******
Customer Support Center
Contact ID# ********
Customer response
02/23/2022
sure
I went back , they did not do anything, they were so rude, they did not offer any compensation for the time I spent 4 times to redeem my gift card, each time I have to pay for gas, stay in line to wait for my turn, it was tragic experience
Business response
02/28/2022
Greetings *******************************,
We are responding regarding your recent issue in redeeming your gift card.

We apologize that you did not receive further resolution from our associates in store when trying to redeem your gift card. Please know that we have forwarded your concerns onto our Management Team, and requested that store management reach out to you to resolve this issue. If you have any further questions in the meantime, feel free to reach out to our Customer Support team specializing in gift cards at ****************** in the directory upon calling.

Thank you for shopping with us.
***
Customer Support Center
Customer response
03/07/2022

Complaint: 16392387

I am rejecting this response because:

Sincerely,

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

Nobody contacted me yet, I amk not sure what to do
Business response
03/18/2022
Greetings *******************************:

We apologize for the delay in our response.

We have alerted our store's Management Team to your concerns, and they advised that they had tried to contact you several times by phone, but they were not able to reach you and have not heard back. They also advised that they had discussed this issue with you in December of 2021 when it had occurred, and had provided a new gift card for use at the store. If there is anything else we can do for you, just let us know or chat with us on our official site and we can help to make things right.

Thank you for shopping with us
Customer response
03/22/2022

Complaint: 16392387

I am rejecting this response because:

Sincerely,

*******************************
that is absolutely not true, they did not offer me any gift card or anything for the trouble I gone through, why would I refuse gift card if they offered it to me ,no body contacted me, at all
They can email me at ******************* and CC you to prove that and they can attach electronic gift card to the email or they can mail it to my address at ************************************************************* 87123
Business response
03/30/2022
Greetings *******************************:

Our store director has advised that he will be mailing you a $25.00 gift card to the address you provided to resolve this issue. He will be reaching out to you personally via email with the details. We apologize for any inconvenience you experienced, and we hope that this will resolve your concerns. Please let us know, or feel free to reach out to our Customer Support team at ************** if you have any other questions or concerns.

Thank you for shopping with us.
***
Customer Support Center
Customer response
04/06/2022

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
12/13/2021
Complaint Type:
Customer Service Issues
Status:
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.
Starting on around July 15, 2020 until January 23, 2021, Vons has been double charging my Discover credit card. I have tried to resolve this issue, but they won't cooperate. I am forced to make payments on these fraudulent charges, which has ruined my credit now. Please help.
Customer response
12/15/2021
Numerous phone calls to Vons corporate: 12/08/2021, 12/09/2021, 12/10/2021, are my recent attempts to resolve this matter to no avail.
Business response
12/26/2021
Hello there *****,

We we would like to further assist you with this matter and make sure that you are reaching our appropriate team for issues regarding Debit or Credit Card double charges at your local Vons store. For further assistance, you will want to speak with our ******* Services Team. They can be reached by phone at ************ and their hours of operations are Mon - Fri 5:00 AM - 10:00 PM / Sat & Sun 6:00 AM - 9:00 PM PST. Please do reach out to them and we will be sure to further assist with this matter. We hope that this helps. Thanks for letting us know. We hope you have a great day.

Thank you.

*******
Customer Support Center
Contact ID ********
Initial Complaint
11/24/2021
Complaint Type:
Service or Repair Issues
Status:
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.
Monday morning stopped at store on *****************************************. I paid at the self service terminal, total was ***** and I inserted 2 $20 bills, change back was **** (might be off a few cents) anyway, coin was dispensed, bills did not come out. Immediately I let the associate know that Im missing the bills, he asked me to step aside and take my receipt with me. He goes to talk to the supervisor and comes back to let me know that I need to wait 2 days for them to see if the machine is over $7. He took my phone number and name and 2 days later Im yet to hear from them. I just called to see what happen with my change and I was informed that I need to call back when the book keeper is around so they can see if the terminal is over my $7 dollars. At this point the aggravation of chasing them for my change seems not worth the $7 but what if I paid with $100 ****? Why do I have to wait days for them to find the error in their terminal? They have cmaras, why not just see in the cmaras that the bills did not come out and give me my change? Not even a phone call has been placed to me in regards to this issue. If they push self terminals on the customers, have a quicker way to resolve the malfunctions!
Business response
12/09/2021
Hello there *******,

Thank for you reaching out to us about this matter at your local Albertsons store on S Durango Dr. ** were able to see that you had reached out to our *********************** prior and that a request for follow up with our Store Director. There are notations that they tried to reach out to you about this but that you were not able to be reached. The store team will be happy to provide you with this overcharge amount back to you if you have time to return to the store at your convenience. Our sincerest apologies for the inconvenience and delay in getting back to you. ** hope this helps and that you have a great night.

Thank you for shopping with us.

*******
***********************
Contact Id ********
Initial Complaint
09/08/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I placed a pick up order with the store at ******************************* , on 9/07/21 for pick up 09/08/21. My total order was for $119.72. later in the evening i added on 9 items which brought my order up to $178.04. They charged my debit card the $119.72 originally. Then later in the day when I thought my order would be ready i got a phone call from ******** at the store telling me my debit card was denied. Then i got an email from my bank saying it was denied for the *** of $******. When I added on in the evening the **** went to $178.04. Then they put the order through twice for ******. Which is going to result in 2 insufficient fees for me. They canncelled the order and told me to redo, which I just did. I only had $222.00 on the debit card which is why the $****** was declined. That is not my fault as my order was only for $178.04. I was never debited for the correct ***. They did a reversal on the $119.72. This is no way to treat a long time customer.
Business response
09/19/2021
Hello ******** ,

We do understand your frustration this pre-authorization charged amount may have caused to you on the day of this order #******** was placed for pick up. We can at this time that the charged amount of the order was declined by your financial institution and no charged amount is showing up as processed on 09/08/2021 via our resources. Normally the order estimate will show as a pre-authorization on your payment method until the ordered items are picked and charged to your provided payment method. This pre-authorization amount will then normally fall off within a few days and not post to your payment method. Please do reach out to your financial institution for more information on the charges you mentioned on the date of the order as we are not able to confirm any charged amount at this time was charged and no receipt was generated for this order as well. We hope this helps! We are always here to help if you have any issues with future orders and we will be sure to add a $20.00 credit to your Grocery Delivery Account for use on your next shopping trip for the inconvenience that this order caused to you. If you have any other questions, concerns, or issues using your credit on your next order. Please do reach out to us via Chat, our Contact Us Page on our Albertsons.com website, or by phone at **************.
Thank you for shopping with us.

*******
Customer Support Center
Contact ID ********
Initial Complaint
08/02/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased groceries on Albertsons online platform, I entered my $10 plus free delivery coupon. As well as $4 off coupon for O Organics. Upon final checkout I found that none of these discounts were given to me. I followed the required steps as I have once before. So I immediately called the help center to have this overcharged amount of $17.95 removed from my total. The representative said call back the next morning and that shouldnt be a problem. So I did, but the new representative told me his supervisor would not refund the overcharged amount back to my card. He was instructed to add a credit to my online account for the next time. I let them know I no longer trust their online platform to complete a proper transaction after this experience and therefore need it added to my original purchasing card. They finally said they would this time. But 4 days later I was still charged for the full amount. So I called again and was faced with the same unresolved outcome. False advertising
Business response
08/11/2021
Hello *****,

We are very sorry to hear that this happened and you were not satisfied with your Grocery Delivery *rder # 31042784 from 07/29/2021. We can see that the Free Delivery offer linked in the screenshot was expired on 07/28 and this seems to be why this offer was not applied. The offer would have still been valid for orders up until 07/28 but needs to still be valid when our Grocery Delivery Team and system process the order in store. The * organics offer seems to be an offer valid for purchases of * *rganics items $20.00. Here were the * *rganics items we found on the orders' purchase receipt 3 QTY * *RG *LIV **** S, * *RG HALF & HALF **** S, * *RG SNAP PEAS **** S. This total of $19.11 is after all normal club card and ******* for U offers discounts so this did not meet the $20.00 minimum needed to redeem. We do offer our sincerest apologies for the inconvenience and this was not properly explained when you reached out to us via our Grocery Delivery ************************ This is certainly not the kind of service that we are striving for and we will share your honest feedback to help us improve our phone service in the future with our ********************************** Teams. Normally our team is happy to apply a credit for any issues as you had mentioned but could not refund these offers directly as the order did not qualify for them. Please do let us know if we can assist with any other questions or concerns by reaching out to us by phone at **************., chat or our contact us page on *******.com.

Thank you for shopping with us.

Patrick
Customer Support Center
Contact ID ********
Initial Complaint
07/19/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an online order for pick-up with Albertsons. For this transaction, I paid using credit from my Albertsons account as well as my credit card. I received a call from Albertsons, notifying me that the items I ordered are not available and proceeded to cancel my order. I received a refund on my credit card, but not a refund for the credit I used on my Albertsons account. I have contacted the store, was directed to call customer service, who then redirected me to the store and they said there is nothing they can do. I have proof of my charges, but they stated they don't have the receipt to see what I got charged.
Business response
07/25/2021
Hello ********,

Thank you for taking the time to reach out to us and let us know that you credit was used on this order. We were able to look into the account and could see that this order # ******** was cancelled. We have lets our Grocery Delivery Teams know your honest feedback about this issue and have added a $20.00 credit to your grocery delivery account for use on your next order. If you have any other questions or concerns regarding your order, please do reach out to us via Chat on our Albertsons.com website or by phone at ###-###-#### so that we can further assist.

Thank you.

*******
Customer Support Center
Contact ID ********
Customer response
07/25/2021
I was charged $28 credit from my account, so I would like that full amount back.
Complaint: ********

I am rejecting this response because:

Sincerely,

******** **
Business response
08/03/2021
Hello ********,

We do apologize for the delay in our response and that you were not provided with a credit that was the same as the requested amount. We were able to see that the $20.00 credit we mentioned before was already redeemed but we will be sure to share your honest feedback with our Grocery Delivery Teams for further review as soon as possible. We have also added a different $8.00 credit to your Grocery Delivery amount for use your on your next order as well. We hope this helps and do again apologize for any inconvenience that this may cause to you. If we can assist with any other questions or concerns, please do reach out to us by phone, chat or our contact us page on our website for further assistance as soon as possible.

Thank you for shopping with us.

*******
Customer Support Center
Contact ID ********
Customer response
08/05/2021

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
07/12/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Earlier today I placed an order for Albertsons through ********, and accidentally put my work address as the delivery address instead of my home address. I had to cancel the order, but the Albertsons store 735 refused to refund me for the products that I would no longer be receiving. These products will simply be going back up on the shelf and they will be making money off of them again. I contacted Albertsons customer service twice and was told there was nothing they could do about it. I would like to speak with someone from the actual store itself but they won't answer their phone. They have no reason not to refund since they're going to be making money off of these products anyway, and are at this point just taking my money. I don't think this seems very ethical of them, I would like them to contact me to speak with me about a refund.
Business response
07/25/2021
Hello *****,

We are very sorry to hear that you were not properly assisted when you reached out to our Grocery Delivery Customer Support Team. We used the provided email and phone number and we were not able to find an Order Number for delivery on an account registered with this information. The provided screenshot does seem to have been placed using the ******** mobile app and not with our Albertsons deals and delivery mobile app. This might be why were were not able to locate the order when you reached out to us before. We do apologize for the inconvenience and we would recommend reaching out to ******** directly for further assistance with this order and so you can be provided a proper refund. We hope this helps.

Thank you.

Patrick
Customer Support Center
Contact ID ********
Customer response
07/25/2021

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,

***** ******

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