Business Profile

Grocery Store

Jewel-Osco

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Jewel-Osco's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

54 total complaints in the last 3 years.
26 complaints closed in the last 12 months.

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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:01/10/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order through the Jewel app on December 20th. This order included a buy one, get one free coupon for bread, so I ordered two loaves of bread which were included with the coupon. Both were listed as in stock, but one of the two was cancelled. The app offered a substitution but it was not part of the coupon, and did not allow me to select any of the breads which WERE part of the coupon as substitutions, even though there were several others still showing as in stock. I sent an email requesting this be corrected before my scheduled pickup time several hours later, but they never responded, so I sent another requesting cancellation. They informed me that the order was cancelled and would be refunded within 5-7 business days. Even with two non-businessday Mondays for Christmas and New Years, it should have been refunded at the beginning of the year. When it wasn't, I sent several follow-up emails requesting information on when the refund WOULD be sent, but all were ignored. So I went through the app and submitted an entirely new request, and finally got an answer on January 4th stating that the refund would be expedited and sent that night. Now, four days later, I STILL have not received my refund to my debit card/bank, and was never told that it would be refunded any other way, such as a check by mail. So, they keep ignoring my requests for updates, and when I force the issue, they lie to me about having refunded it.
Customer Answer
Date: 01/10/2024
I'd just like to update this to say that, as stated in my original complaint, I have been told multiple times by multiple people that this order, which I cancelled and never picked up, would be refunded within 5-7 business days of the original order in mid-December. Now, the most recent email I received from them (screenshot attached) told me that they are now refusing to refund the order. The order that I NEVER PICKED **. They straight ** told me, in writing, that they are stealing almost $60 from me.
Business Response
Date: 01/11/2024
Hello *********************:
We appreciate you taking the time to reach out.
A refund of $58.94, for Order ********, has been processed to your original form of payment and we have emailed a receipt to the email on file. We apologize for the delay in getting your order cancelled and refunded.

If you have any other questions or concerns, please reply here or contact our *********************** at ************.

Thank you,

Aryssa P
***********************
Initial Complaint
Date:11/30/2023
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 had a pick up and go order on Nov. 30th. I noticed that I was overcharged so I called and was told that the manager was upstairs and would call back. Four hours later, I called again. Was told that she was busy and would call within 30 minutes. One and a half hours later, I spoke to acting store director who said he would have to transfer me to drive up and go. I was on hold for one hour before I hung up.
Business Response
Date: 12/01/2023
Hello *******************************:

Thank you for reaching out.

We do not have record of any account with the email you provided - please let us know what email is associated with your home shopping account. Additionally, you provided us with a phone number that is different from the one showed in the photo you shared with us.
Please also provide us with your order number, so we can better address this matter.
Looking forward to hearing back from you, soon.
****************
Customer Support Team
Customer Answer
Date: 12/01/2023
Yes my email is different. It's *********************.
These are screenshots of most recent order (one in dispute), clipped deal (showing cost should have been), account (for your reference) and phone log (showing how long I was on hold).
Customer Answer
Date: 12/10/2023
I don't understand the no response remark. I responded to the question asked, that was the last communication received by me.
In any case, I was in the store and spoke directly to the store director. He gave me a $15 gift card for my inconvenience.
Yes, this complaint can be marked as closed. Not because I failed to respond (look at communication history since it shows attachments too) but because it was addressed by the store director.
Initial Complaint
Date:11/08/2023
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.
Order # ******** case # ******** I placed an order with Jewel on 11/2 that was completely messed up. I couldn't edit the order I wasn't able to make any changes immediately after placing it. I called the store and customer service several times that day. I was told ***** would be refunded and it was not. You need to fix your app and communication between the store and customer service. I did not receive an email to approve the substitutions because of there computer issues.
Business Response
Date: 11/09/2023
Greetings ***************************************:

We are sorry to hear that your order wasn't correct due to an issue with our mobile app, and we sincerely apologize for any inconvenience this may have caused you. We have looked into this and show a refund was submitted today, 11/08/2023, for $58.67. Please allow us 3-5 business days to process your refund. If your funds have not reached your card by the end of the 5th day, we encourage you to contact your benefits office to inquire about the release of the funds.

If you have any other questions or concerns, please don't hesitate to reply here or call our *********************** at ************.

Thank you for shopping with us.

********
***********************
Case ID: ********
Customer Answer
Date: 11/09/2023

Complaint: 20844564

I am rejecting this response because:

Sincerely,

***************************************
Initial Complaint
Date:08/26/2023
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.
Transaction Date: August 14th, 2023 I did not receive Order #******** by delivery window of 6:45pm on 8/14. I submitted a chat request via Jewel app explaining I observed in the app that driver was in headed to the store status for over an hour and that I received no notification from the driver/Jewel. The chat rep told me to continue waiting. At approximately 7:30pm on 8/14, submitted another chat request and was told that the store would call me for updates.The store called me at 8:01pm on 8/14; during this call, a store associate explained that I received another shopper's order and that the other shopper received my order. The store offered to send my order to me, next day on 8/15 during the evening when I would be available to receive it.I accepted this offer to attempt another delivery; on 8/15, I did not receive the order. On 8/15 I contacted support in app and explained I had not received the order promised to me. The chat support rep explained there was no record of it. This chat rep by the name of **** told me that my order was cancelled and that I would be given a refund in 5-7 business days. Depending on when the business days started counting from 8/15, it should have been back in my account by 8/25 at the latest.I called Jewel support on 8/24 and the phone rep stated that she saw I was entitled to get a refund and that it should be in my bank account by 8/25. The refund did not appear in my account by today, 8/26.In the latest support interaction, the chat agent purposely distorted the chat box or there was a graphical error caused by the file upload box in-app that the chat agent wanted me to use to submit proof that I was promised a refund from Jewel support. I could not chat effectively due to the distortion so I closed the app.The screenshots show the delivery is still in future delivery status where as the other orders are in delivered status. The app acknowledges services not rendered. I have video proof too in case Jewel erases it
Customer Answer
Date: 08/26/2023
My apologies for the late edition of this evidence.
This is a photo of one of the items and customer identification information for the order that was inappropriately delivered to my address on 8/14/23, rather than the order I paid for.
Looks like ***** (the person that presumably received my order) had the order number 68948850
Also attached is a screenshot of when the local store called me and explained that my order was delivered to another customer
Business Response
Date: 08/27/2023
Greetings Lake *****,

We are deeply disappointed to hear about your poor experience with our delivery service, and we are very sorry for the delay in getting your refund handled. As of 8/27/2023, a full refund of $87.36 has been processed to your original form of payment, and a credit of $25 added to your loyalty account for the inconvenience. The credit will be available immediately, but please allow 3-5 business days for your refund.

Additionally, we have shared this incident with our store management team to review and go over with their team so we do not have another instance like this again. If there's anything else we can help you with, please reply here, and we'd be happy to assist you further.

Thank you,

******************
Customer Support Team
Customer Answer
Date: 08/27/2023

Hi ****** and Better Business Bureau:
Thank you very much for assisting me in getting help with this case since I was unable to get anywhere with Jewel-Osco's customer service on my own. This is a beautiful service and I very much appreciate it.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Lake *****
Initial Complaint
Date:07/25/2023
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.
I was falsely accused of shoplifting melatonin when I have never had an issue in that store before I paid for my items and went back to grab an extra bottle of melatonin and this lady accused me of stealing I paid for everything the situation was so heated that the pharmacy staff had to defend me. I have shopped there for 11 years and I won't return until I get an apology from the store
Business Response
Date: 07/25/2023
Greetings ***********************:

Your comments are very concerning to us. Please reply here with the store location you visited, as well as the name of the associate(s) you spoke with, if available.

We look forward to hearing back from you.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 07/25/2023

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:04/28/2023
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.
On 04/12/23 I placed an online grocery order & the order was not received. I called in everyday & was told the store will process the refund. The store kept telling me to call Doordash because it was not their problem. 04/28/2023 I placed another call to the store & was told by manager ******** that she was tired of me calling in & that she couldnt help me! She immediately hung up & I called back only to now no one would take my call.
Business Response
Date: 05/02/2023
Hello
Our records indicate this account is in a different name than what was provided here, and there are no orders submitted, charged, or requested from our **************** on that account. If the customer ordered groceries on Door Dash's site, then Door Dash charged and Door Dash will have to refund. It may have been shopped at our store, but it was not charged by Albertsons Companies. We have advised the customer to contact Door Dash for refund status.
Thank you
*****************
Albertsons Companies
Case 04337095
Initial Complaint
Date:04/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
At the end of March I placed a delivery order. Not only was half of my order missing, when I put my hand in the bag to grab groceries I ended up with a plastic bag of dry ice. I burned myself. I didnt have the money to seek medical treatment, and I immediately filed a report with Jewel. I have ** ya yes them on several occasions regarding this incident. No one has called me back. I had to miss a day of work, because I work with my hands. After 4 phone calls, I have still heard nothing. I was assured that I would be given a fair settlement. It is terribly upsetting that they just dont care about this. I cannot afford a lawyer right now, and I hope this can be settled.
Business Response
Date: 04/25/2023
Greetings ***********************************:

Thank you for the information regarding the incident. Claim #L*******0001, Incident #******* have been opened with ******** regarding the incident form you filed with the store. We ask that you please reach out to ******** at ************** at your earliest convenience if you would like more information on the status of your claim.

Thank you for shopping with us.
***
Customer Support Center
Initial Complaint
Date:02/28/2023
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.
On 02/26/23 I made a grocery delivery purchase from the ******************** store in *******. I received half of my order. I called my delivery driver back & told them I was missing half of my order. I was hung up on & texted thats not my problem Im not turning around call the store! I immediately called the store & was told by a manager it was going to be handled. I requested a *********** was denied. I sent over the texts as ********** refund was still denied!
Business Response
Date: 03/02/2023
Greetings ***************************:

We sincerely apologize that so many items were missing from your grocery delivery order, and that you were spoken to this way by the delivery driver when trying to get it resolved. We have shared your comments about your interaction with the driver with our store's team to ensure that our third party grocery delivery drivers are providing the best level of service possible.

Additionally, our *************************** team has processed a refund in the amount of $39.23 for the items that were missing from your order. 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. We have emailed a copy of the refund receipt to you for your records.

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

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 03/02/2023

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:02/06/2023
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.
January 30th, 2023. Order #********. Amount $73.34. Amount due back to me: $50.96 (+$10 tip) totaling $60.96.I've ordered online delivery from this company several times in the last few months, totaling over a thousand dollars. The delivery location is always wrong. However this complaint is regarding a refusal to refund me money for items I purchased but were never delivered.Over half of my order was missing, totaling the $50.96 amount. I submitted a refund request via the app, and I thought that would be it. A few business days went by and I got an automated email saying the refund was approved, but that my refund amount was $0.00...I used the Live Chat feature of their site to request more info, which took ***** minutes for them to review. Live Chat agent confirmed that the online team approved the refund, but the individual store then denied it. So someone went out of their way to deny my refund. I was then told that I need to call the store and they gave me the number. I tried calling the number but it was a general customer support line, which left me on hold for about 5 minutes before automatically hanging up on me. I'm tired of trying to contact different people to get my money back. The shopping portal also allows you to pre-tip your delivery driver, but not to alter it afterward...I left a $10 tip for the driver but would like that refunded as well, since it was again delivered in the wrong location and missing over half of my items.
Business Response
Date: 02/07/2023
Greetings ***************************:

We apologize for any confusion regarding your delivery order, and we are sorry that you have had trouble with your grocery delivery orders being delivered to the wrong location. Please know that we have shared your comments with our teams, as this is not the level of service that we want to provide.
Regarding the items reported as missing on your order, we do have photo confirmation from our delivery driver who delivered the order confirming that the order was delivered to the correct address with all items provided. Because of this, we are unable to refund the items reported as missing. We apologize that this was not noted when you had previously contacted us.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 02/07/2023

Complaint: 19339768

I am rejecting this response because: *********** stated, "we do have photo confirmation from our delivery driver who delivered the order confirming that the order was delivered to the correct address with all items provided," however did not provide the photo confirmation to me, and I'm confident the photo confirmation does not include images of the items that were missing from my order. If in fact, the items missing from my order are in the photo, it is still the responsibility of the business to refund me for those items because they were left in the incorrect location. This is akin to leaving my items at a different building and then stating that it's my fault I didn't get them. So again to recap: #1 - provide me with the photo confirmation you have and please outline the images of the missing items delivered, AND #2 - refund me anyway because IF they were stolen while in the wrong location, which I highly doubt, it is still the businesses fault that they were delivered to the wrong location.

Sincerely,

***************************
Business Response
Date: 02/14/2023
Greetings ***************************:

Unfortunately we are unable to provide the photo shared by the driver confirming your order's delivery. However, we can attest that the delivery address is shown in the photo, and as mentioned, the items in the order. We apologize for any issue you had with the order you received, but as mentioned, we are unable to provide a refund for the order.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 02/17/2023

Complaint: 19339768

I am rejecting this response because: I've given the business multiple opportunities to correct their mistake, but they have remained adamant that they did not make a mistake. They have not provided adequate proof to show that specific items I ordered were in fact delivered, which to me is the same as stealing my money. I do not wish to continue discussing this matter with the business, as they are proving to be unethical and unwilling to come to a mutually beneficial conclusion.

Sincerely,

***************************
Initial Complaint
Date:01/24/2023
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 December 18th, 2022 my car, ***** Odyssey, DR69059 was towed away just in 10 minutes from **************************************************, which is Jewell Osco's parking. However, I believe that the parking lot do not have enough signs showing that the cars might towed away if you walk out the parking lot. Especially the parking lot on which I parked my car have no signs at all (Neither at the entrance (I entered from West entrance)) From my behalf, I have contested that ticket to ******** ******************** But the Commission referred me to Better Business Bureau. By this complain, I want Jewell Osco, or whoever that parking lot belongs to, put more signs so people can see them, otherwise it seems like a bait so they and towing company could make money (I assume). Also I have a video file showing proof of signs absence at the place. Please let me know if you'd like to observe it
Business Response
Date: 01/31/2023
Greetings Dastan Ormanov:

Thank you for reaching out to us. Unfortunately, neither our company nor our store on ****** St. are responsible for the parking lot of this shopping center. We ask that you please direct your concerns to the property management of the *********************** for further assistance.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 01/31/2023

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,

Dastan *******

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Jewel-Osco is NOT a BBB Accredited Business.