ComplaintsforRandall's

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a current Randalls shopper and I am not able to go and buy in person due to my disabilities. I perfer to purchase my items online due to my health and for the special promotions and specials Randalls have. I have been having ''ALOT' of missed purchase opportunities. And, I have contacted my bank, my credit card holders and as well contacted Randalls online representative technician and they insist that it's not there website. I have tried every other alternatives, even in reseting and removing the Randalls applications; but to no avail in current and difficult times. Every bit of savings counts and I have easy and comfortable access to my groceries. This situation has caused a lot problems and has caused me to make some difficult life choices, forgoing in not buying very important produce for my strigent diet.

  Business response

  07/12/2023

  Greetings ***************************:
  
  Regarding the error message being received during your recent attempt checking out an order, our teams have advised that they will need to confirm the information associated with your Randall's account to look into this further. Please respond here with the correct email address, phone number, and name for the account, and we will be happy to investigate.
  
  Thank you for reaching out to us.

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

  Customer response

  07/12/2023

   
  Complaint: 20287578
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, April 10th, I placed an order for groceries through Randalls App ORDER#********. The order never arrived and I never got any communication. At this point, I don't even care for the money I am reporting this so whoever is on top can rectify the terrible customer service I have received. I am normally a great customer at our local HEB where I get delivery and pick up orders. 2 weeks ago I wanted to get groceries and I decided to shop at Randalls because HEB did not have an ice cream brand that I really wanted. I placed my order with a total of $246.32 on April 10 $PM-6PM delivery ORDER # ********. I waited and got a text message saying my order was delivered. When I went outside nothing was there and there was no way to contact the driver so I called the number on the app and was told I was refunded. I was told either I was refunded or there was an investigation or to wait 24 hours multiple times and now 8 days later there is still no refund and I am still charged for the order. The payment services team wants an approval for a refund from the store and the store front manager is refusing to refund me because he says there is a picture of the delivery and the location shows my address but I told him that does not mean anything because the driver could have left it and taken a picture and stolen the groceries or he could have left it and someone else in the area could have stolen the groceries. Ultimately, I dont know what happen because my ring camera was disconnected which I am making sure going forwards that this never happens. As unfortunate as it is to not receive an order I placed, the actions afterwards and lack of communication, coherence and customer care are the real problem. The store manager **** was very rude and he yelled and hung up on me. This is **** from Randalls Pecan Grove.

  Business response

  05/15/2023

  Greetings Tayla Odia: 
  
  Please accept our sincere apologies that your order was not delivered and that the store failed to process your refund as requested. We have processed the refund for you on 05/07/2023 in the amount of $246.32. 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.
  
  If you are experiencing any other issues or have any questions, please do not hesitate to reply, chat, or call ** at **************.
  
  Thank you for shopping with **.
  ***
  Customer Support Center 

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pharmacy does not answer their phone - it rings and eventually disconnects. When a medication is backordered, no one lets you know. Ive waited weeks for refills that are on backorder that are maintenance medications I have taken for over 15 years and have experienced withdrawal symptoms. Fix your pharmacy.

  Business response

  03/29/2023

  Hello, we are happy to help and get you in direct contact with Leadership.  Please provide us the location and we can notify them of your concern and have a member of that team reach out.

   

  Thank you for your time and we apologize for any inconvenience.

   

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

  Customer Support Specialist IV
  Albersons Companies

• Initial Complaint

  03/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Recently, after making a complaint about an in-store experience, I received a phone call at our residence from the district manager, Clarissah, the in-store manager, ************************* and someone from Randalls HR ***** (Uncertain, why *************** was involved b/c Im not an employee nor have I ever been an employee) re: my interaction with staff and TEAM members. I was informed by ********* verbally over the phone, that I (CUSTOMER ) was no longer welcomed at ******************************************. Additionally, my elderly mother was told by the chorus of voices, that she could continue to shop at the store, but not with me or escorted by me. At age (87) CUSTOMER is a Cancer survivor and has underlying health issues, with severe physical limitations. Since we are both are patrons and customers of Randalls and we were shocked, dismayed, humiliated and ultimately insulted by this response from local store management. Emotionally distraught and traumatized, my mother told them that if I was not welcomed, she was not welcomed b/c as her caretaker and ******of-********* Im responsible for her well-being and her personal ****** for shopping. Shopping where she wanted too was her right. As an elderly black (African American) woman, she has also survived the racist *************** Era in ***** and remembers the days when black people were denied access to certain merchants and stores for commerce or trade. On Sunday, February 28, 2023, at approx. 4:30PM we were told by *************************, in-person that I (CUSTOMER) could not come into the store and shop b/c the items we attempted purchase did not price properly & the sales promotion discount on our Randalls membership card did not work (error) at the **** ************************* told me I was verbally warned and to get out in front of my elderly mother, as she reiterated that I was no longer welcomed at *****************************. Such racism, elitism, and bias **************** communication must . Preferably, ************************* should be terminated and fired! Local managers should never be empowered to deny service(s) to a customer or ignore their ongoing and numerous complaints.

  Business response

  03/19/2023

  Greetings *********************: 

   

  Please see our response attached here. 

   

  Thank you for reaching out to us. 

  ***

  Customer Support Center 

  Customer response

  03/19/2023

   
  Complaint: 19583784
  
  I am rejecting this response because: The store has not responded to my **** certified letter to Corporate - ***********. Additionally, the context and statement listed in the BBB response are incorrect and inaccurate. 

  I said: the entire store had a culture of racism and bias. Additionally, I didn't steal or damage any merchandise which I had NOT purchased. As far as talking loudly and screaming at staff - It takes two to argue and if I'm yelled or scream at - I will always return the unpleasant favor.

  I find it interesting at no point did they discuss calling me at HOME /with an elderly mother informing me and her that I was no longer allowed to ****** her to the store. This is a violation of corporate policy especially for **************** since no crime was committed!!!

  Furthermore, we as a family have made numerous complaints about the racist culture displayed by store leadership at **************************************************************. I have also submitted written correspondence for a Freedom of Information Request (FOIA) from *********** ********** with my original complaint. 

  NOTE: This store leadership (and certain staff members) is racist and bias, their critique & perspective of my personal attitude and demeanor totally admits such bias feelings, b/c _ Who is Randall's store management to evaluate my tone, tenor and demeanor? Highly subjective - for a

  grocery store in the business of selling and marketing food stuffs, produce and perishable versus non-perishable items. People argue, become irate and complain verbally and openly about a variety of things as consumers and customers. HERE - it is their prerogative and RIGHT to openly and verbally complain. Some of the staff are incompetent and often act and say stupid things which they know are incorrect only to ANTAGONIZE AND DISCOURAGE a consumer and customer from shopping at the store. 

  Here, such dismissive, antagonistic and disrespectful behavior DIDN'T STOP OUR PATRONAGE - therefore, we're (*********************) banned from the store. So, (PRECEDENT) if the staff doesn't collectively LIKE the consumer or customer, their refused service and denied access. Seems like DISCRIMINATION.     

  The proper response is HUMILITY & CONTRITION (APOLOGETIC) reply from the store, its management etc. - nowhere in this RANDALLs response was either HUMILITY or CONTRITION - just arrogance, defensiveness and standard dismissiveness of concerns with falsehoods and lies. 

  REQUESTS / SUGGESTIONS / OBSERVATIONS AND COMMENTS: 

  I requested a written "No Trespass Letter" and was told they didn't have to provide one. Why not, since asset management was on the phone!!! From the BBB response, I was intentionally lied too and given erroneous information from Randalls management via phone call. 

  PRICING / INCENTIVES AND PROMOS ARE OFTEN INCORRECT AND POS MALFUNCTION OCCURS ROUTINELY BUT ONLY CERTAIN PEOPLE CAN COMPLAIN!!!! WHY? HOW ABOUT FIXING THE **** ISSUE AND NOT REMOVING THE CUSTOMER!

  I requested and called Clarissah - District Manager when she asked me to call her BUT I told her I would NOT defer my issues, problems or complaints when the in-store district manager-************************* has never even spoke to me when I called or entered into the store. 

  However, I did call and follow up her (Dist. Manager) AFTER numerous rude, unprofessional and disrespectful encounters with certain employees and supervisors. To date - she has ignored all of my calls and complaints until this BBB response. Again, unacceptable. 

  I would like someone from the *********** **************** to contact us immediately b/c no employees, managers or asset protection individuals should NOT call someone at HOME upset an elderly loved one while verbally informing a person that they are NOT welcomed at Any/All *********** / Randalls store locations throughout the nation.

  Overall, this is terrible customer service and horrible leadership with racist and bias overtones. Randall's customer service has numerous complaints from me (*********************) re: **** ******************** ******* ** *****. Bad store + ************** + ******************** = Horrible + Racist + Bias customer service and shopping experience. Is this a grocery business or personality / likability - DON'T VERBALLY COMPLAIN TO OUR STAFF BUSINESS UNLESS YOUR WHITE B/C IF YOUR BLACK & COMPLAIN YOU NEED TO GET OUT!!!!!

  My voice will NEVER be silent, nor silenced and I will inform the world wide web about my experience with *********** as a grocery store. 

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

• Initial Complaint

  02/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have always had a pleasant experience at the Randalls located on ************************************************. However, on Sunday, 02/19/2023, you missed the **** severely. As I was waiting in line I noticed the cashier in lane 3, named *****, was hiding behind the lane and texting on her phone, meanwhile the lane I was in had a long line. Instead of stealing company time she should have also been checking out the customers that were in line. As I proceed to check out the male cashier in the lane I was in, who was friendly, seems to be new and not trained well on your system. I swiped my card 3 times and he kept saying that the system was slow at night. The screen then said we owed a balance of $4.00. We again swiped the card about two more times and nothing was happening. He then called ***** to help him to which she proceeded to ask me whats the problem? I then told her you tell me, its your system. She then began to argue that it was my fault and that it wasnt the cashiers fault. Excuse me, but it is the cashiers fault because it ended up being that since I was purchasing a mega millions scratch off ticket he had to type in my date of birth so that the transaction could go through. My main issue is that ***** went walking all over the store yelling that I was the issue. Also due to this issue, there was a line of people, and instead of Imani checking out customers she was on her phone walking around the store not doing her job. The manager who was a red headed lady also came over and never apologized and does not seem to have a grip on her team. There is no customer service skills, no professionalism, and no adequate training on your system. Again, the male cashier was friendly however he needs training and ***** needs all around training. She is not adequate to be at the front of the store when she doesnt know how to handle a store issue. I am very disappointed and I was embarrassed. They made it seem like my card didnt have money when it was your issue.

  Business response

  02/21/2023

  Greetings ***************************: 
  
  We certainly understand your frustration with this interaction and we know how important it is for our customers to have efficient service and a pleasant shopping experience. Regarding your concern with the unsatisfactory actions of our associates, 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 ******* store for review. Your concerns are important to us, and we do hope in time you will give us the chance to restore your confidence in our service. 
  
  Additionally, please respond here letting us know if you would like to be contacted personally by a member of our store's Management Team regarding your experience with our associates at the register.
  
  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. 

  Tim 

  Customer Support Center 

  Customer response

  02/22/2023

   
  Complaint: 19433591
  
  I am rejecting this response because:I am still waiting for a call back for an apology.  I have gone there for years and my last experience there is unacceptable. No one has taken the time to contact me to discuss.
  
  Sincerely,
  
  ***************************

  Business response

  03/02/2023

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

   

  We would like to apologize again for this poor experience you had with our associates during your recent visit to our store. We have asked our store's Management Team to contact you regarding this issue to further assist with your concerns. 

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

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

  Customer response

  03/07/2023

   
  Complaint: 19433591
  
  I am rejecting this response because:it has been well over two weeks and no one has called me to apologize.  Can you please provide a time and date when the manager will call me? 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am having problems checking out my order on the grocery delivery app. My credit cards are not the problem, but when I called customer support to ask why my order is on hold, they told me I need to call my bank. My bank said I should be able to complete the charge! I went to my local Randalls and purchased my order but I am paying for Fresh pass and I have not been able to use that option even though I am paying for it!I wish someone would be able to fix my Fresh Pass account so I can use it, I am paying for this service but I have not been able to use it since October 8. I have been shopping at Randalls ever since my family moved to ******* in **** and I tell all of my friends and family to shop at Randalls but now I see the BBB rating is an F. I have had serious issues with the quality of meat I received from grocery delivery and some associates and shoppers have been quite unpleasant. I hope someone can help me get my Fresh Pass working again so I dont have to cancel it

  Business response

  11/16/2022

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

  
  Our records show that your account is not active to place orders online, so unfortunately you will not be able to place a delivery/pickup order with us. However, we see that your FreshPass subscription is active, so you will be able to use your FreshPass perks when shopping in-store. We hope this helps. Please feel free to contact our Customer Support team at ************** if you have any other questions or concerns. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

• Initial Complaint

  05/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The United Healthcare Healthy Benefits (**) card allows disabled people to access a few healthy food items per month. Randall's is listed as one of the participating stores. Previously, there was never a problem using the ** card at Randall's, but that changed this month. After a shopping experience in ****** earlier this month, the Randall's cashier ran the card and said it wasn't accepted, so I paid out of pocket for the food items. That would have been OK except I discovered they also charged the ** card, so they double charged! I complained and they credited the ** card and said I can use it past end of May. They said they will fix the problem. Then on 5/26/22, I visited another Randall's location in ******, this time in **********. There was ~$18 remaining on the card, so I got $16 of healthy food items. The cashier scanned the card, said it did not go through, so I needed to have another form of payment. I realized this would be another double charge, so I said "No thanks," and told them to cancel the order. I left with no items because I did not purchase anything. Well, I got home and discovered they charged the ** card anyway! I called and complained that they need to credit the ** card. They said I needed to produce a receipt. I explained I did NOT buy anything, so I had NO products and they gave me NO RECEIPT! I had told them to cancel because they apparently had not fixed the system. I left my contact information, but the have not responded. Refund the card.

  Business response

  05/30/2022

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

   

  We are responding to a message sent regarding a charge made to your Healthy Benefits card.

   

  We are very sorry that a charge is showing on your card for a purchase that was not made in our store. Please know that we have reported these issues onto our Management Team to ensure that issues like these do not continue to occur. Unfortunately, without a receipt we are unable to see a record of the transaction in our system. We understand that you did not receive a receipt at the time of the transaction, but we are unable to provide a refund without being able to see that the transaction occurred on our end. Please respond letting us know if you would like to be contacted personally by our store's Management Team to get this resolved. We apologize for any inconvenience. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center

  Customer response

  05/30/2022

  Complaint: 17287745
  
  I am rejecting this response because you have the technology to go into your system and see a record of the transaction on your end. I have provided enough information to you to locate it.  This actually was TWO transactions because they tried to re-ring the identical items again and scan the card again at the Randall's store located at 10900 ****************************************************, on 5/26/22 at approximately 1:00 pm, in one of the middle aisle registers, to see if it will accept the card. The total charge was approximately $16.06.  This is the year 2022, and you have the technology to see this transaction, the items and what happened, and why you failed to provide to me a receipt because I requested the transaction be cancelled because I realized if I continued the transaction, your store would charge the *** Healthy Benefits card as well as double charge me by requesting to pay out of pocket again.  I did not complete the transaction, I did not receive the items, and your store did not provide me a receipt, but you took the money.

  Thus, use the technology you have on hand to verify what I am telling you and refund the *** HB card since you took the money but did not provide products because I cancelled the order due to what I viewed as suspicious activity on the end of Randall's.

  And yes I would like to be contacted by your store's Management Team to get this resolved.  I actually FIRST reached out to Randall's directly on 5/26/22 when I realized what the store did, the representative took my phone number and promised someone would call me. Nobody called, so I contacted the BBB.  Will you actually contact me now?
  

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

  Business response

  06/01/2022

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

   

  Thank you for your response. 

  We apologize that we are not able to process your refund as requested. Unfortunately, our Customer Support team does not have the capacity to refund transactions to your Healthy Benefits card, as this can only be done at the store level. Furthermore, we have checked on our end and your account does not show the aforementioned transaction from 05/26/2022. We checked our system for all transactions on from the Jollyville store on 5/26/2022 from 12:30pm - 1:30pm and were not able to locate the charge mentioned or a similar amount. We do not mean to imply that your transaction did not occur; we certainly believe that it did, we just do not see a record of it on our end. Please know that we would like to get this resolved with you as soon as possible, as we do not mean to cause you any inconvenience.  

  We have shared this issue with our store's Management Team for review, and asked that they contact you as soon as possible to assist you in getting this taken care of. Please feel free to contact our Support team at ************** if you have any other questions or concerns in the meantime. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center

  Customer response

  06/03/2022

  Complaint: 17287745
  
  I am rejecting this response because I am not happy that Randall's BBB response team fails to take appropriate responsibility for the behavior of this business. Thankfully I reached out to another Randall's representative who said he credited my Randall's card for the amount removed from the ** card for which there were no products or receipts provided after Randall's took the ~$16.06 from the card.

  I am not sure if my Randall's card is really credited or not, but I might check it sometime in 2022 in some attempt to recoup some value that was removed from the ** card.  In the meantime, based on the poor treatment received by the *** member from Randall's, we have no desire to ever shop there again to be mistreated.  Since you do not honor the *** Healthy Benefits cards, please contact United Healthcare and remove yourself as a participating store, because it has become apparent you are no longer a real participating store.   

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

• Initial Complaint

  04/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered pick up on Randalls. They refuse to accept return and refund within return window, just Bc I do not have my order #. I provide my receipt, my name, my phone number, my member card, and they still say no.

  Business response

  04/27/2022

  Greetings Pengcheng Hong:

   

  We are responding to a message we received regarding a Drive Up & Go order you recently received. 

  We are sorry that the associate you spoke with did not provide you a refund as requested. Please know that we have reported your feedback onto our Management Team for review, to ensure that issues like these are not occurring. Furthermore, we are happy to assist you. Unfortunately, from the information you provided, we were not able to locate a Drive Up & Go order placed with us. Can you please respond including your order number as well as the item(s) you would like refunded, and the reason for which you are requesting a refund? If needed, the order number will be on both the final receipt for your order as well as the order confirmation sent when your order was placed. Please let us know if you have any other questions or concerns in the meantime. 

   

  Thank you for shopping with us.

  ***

  Customer Support Center

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The store Manager *** was using his power to hire a younger employee. I saw this as I was passing by them in the store. he walked by whistling at her in a sexual manor, a few weeks later she had received a promotion. This was brought to my attention by others that I talk to in the store. This is why I will never shop at this store. That and the lack of upkeep he has to keep the store operational. Looks good on paper, only for lack of cost upkeep. This to me is in poor taste by any workplace standards.

  Business response

  03/24/2022

  Greetings,

   

  We are sorry to hear about these experiences you have reported with your local store manager. 

   

  We are happy to report your concerns onto our Management Team so that this can be further investigated and reported. Can you please reply providing the store location you are referring to? We appreciate you taking the time to reach out to us and share your experience. We look forward to hearing from you. 

   

  Thank you for shopping with us.

  ***

  Customer Support Center

• Initial Complaint

  01/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Suddenly my ******* account was suspended no broken rules no violations attack too .Its locked with no reason , also no response from ******* team for more than three months.Time of closure 16 September 2021 Case number# ********** Please help me recover it ,it all to me my work my friends i love ******* so mush

  Business response

  01/24/2022

  Hello ****, 
  
  This is the BBB page for Albertsons Companies and we are not associated with ******* accounts and do not have the ability to suspend your ******* account. It sounds like this is a complaint for ******* itself and we would recommend reaching out to them directly for further assistance with this matter. We do hope this helps. 
  
  Thank you.
  
  *******
  Customer Support Center. 
  Contact ID# ******** 

  Customer response

  01/26/2022

   
  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,
  
  *****************

*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. ↩