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Business Profile

Grocery Store

Tom Thumb

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Complaints

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

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Tom Thumb has 19 locations, listed below.

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    Customer Complaints Summary

    • 33 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/16/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.

       
      Better Business Bureau:

      After many attempts to get resolution through their online chat and email, a complaint to the BBB actually brought the results that should have been handled nearly two months ago. I thank you for your assistance.

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

      Business Response

      Date: 07/26/2025

      Greetings Becca,

      Thank you for contacting us regarding your refund.

      After a thorough review of Order #*********, we can confirm that a refund of $45.05 was successfully processed in response to your claim that the order was not delivered. This refund was issued to the original payment method, and confirmation emails were sent to the email address associated with your account.

      Please be advised that refund processing times vary by financial institution. While most are completed within 7 business days, any further delays are beyond our control. If the funds have not yet appeared, we strongly recommend contacting your bank directly for clarification.

      *******
      Customer Support Center
      Case ID: ********

    • Initial Complaint

      Date:07/02/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
       
      Complaint: 23547720

      I am rejecting this response because it is not fully satisfactory. Please refund the nectarines and peaches in the order that I purchased because they were not acceptable to eat when I attempted to do so. I have attached a photo for reference as to why. I do truly appreciate you all working quickly to resolve my issue and listening to the concerns I had. I was not use to this kind of service from you all. 

      Sincerely,

      ****** ****essed correctly. The full ***** should go back the card used instead they credited back Tom thumb cash that needed to be refunded anyways to my account and should be given more. I spoke to a *** and a supervisor who both yelled at me and refused to correct the billing issue. As being a supervisor myself there are many options to help a valued customer to reach a resolution and should not be yelled at and refused to be given a supervisor when asked. Today, I am asking for the 5.00 cash be drained and credited to the credit card used and be refunded for the peaches and nectarines in the order. Additionally, I had a horrible delivery issue and was told I can only use it towards a delivery. I would also like a credit given that can apply to a store purchase since I have to now go to a store to find items that had issues. And given a promo code for free delivery and another one that applies to a percentage off a delivery if I chose to go through this option again.

      Business Response

      Date: 07/03/2025

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

      Thank you for bringing this to our attention regarding Order #*********. We appreciate the detailed feedback and understand how important it is for your order to arrive accurately and in good condition.

      We have carefully reviewed your concern and taken the following steps to help resolve the matter:

      *The $5.00 previously issued as a store credit has been requested back to your form of payment.

      *An additional $10.00 credit has been applied to your account for in-store use, to support your next shopping trip in light of the inconvenience you experienced.

      You will receive an email confirmation of the refund within 24 to 48 hours, and it may take up to 5 business days for the funds to reflect depending on your financial institution.

      We sincerely value your feedback and have shared your experience with the appropriate teams for internal review. Your comments help us improve both our online service and in-store customer support.

      Thank you for shopping with us!
      ******
      Customer Support Center
      Case ID: ********

      Business Response

      Date: 07/15/2025

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

      Thank you for your follow-up regarding Order #*********.

      Weve reviewed your request and would like to confirm that a refund has been processed for the following items:

      *Yellow Nectarine

      *Yellow Peach

      The total amount refunded is $1.92, and this has been applied back to your original form of payment. Please allow up to 5 business days for the funds to reflect, depending on your financial institution.

      We appreciate you bringing this to our attention, and thank you again for your patience throughout this process.

      Sincerely,
      ******
      Customer Support Center
      Case ID: ********

      Customer Answer

      Date: 07/15/2025

       
      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:04/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 exactly 10:52 PM on 4/23, I attempted entering the Tom Thumb store #**** on ******** near 635 in ****** when I was met by a female security guard talking on her cell who stopped me and rudely and aggressively said "I remember you from last time you tried to come in late, we're closed get out!" At that time, it was 10:53 PM. I then asked her name as this was not the first time I had encountered her rude, tacky and unprofessional behavior, hence the reason for this complaint. She said her name was ****** I then called the store and spoke with ***** and proceeded to ask for the store director's name as well as the store number. I was then told ******* ****. This complaint is being filled based on the fact that the store was closed prior to operating hours, my being verbally attacked by the security guard as well as the constant unprofessional behavior by the night staff. I frequent this store 2/3 times a day and have lived in this area for years and the quality of this Tom Thumb has decreased drastically. I will not tolerate being verbally attacked by ***** or any security guard at this store, especially when the store should have still been open and the constant unprofessional behavior by the night front end staff. EVERY time I experience this, I will file a complaint. All I was looking to purchase was sour cream as I knew the store was about to close.

      Business Response

      Date: 04/24/2025

      Greetings, **********,

      We appreciate you sharing your experience from your recent visit. Our team has been made aware of your concerns, and we have escalated this for you to be contacted by one of our store team members via email or phone using the contact information you provided.

      *******
      Customer Support Center
      Case ID: ********

    • Initial Complaint

      Date:04/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.

       
      Complaint: 23231065

      (1)  I am rejecting this response because I am not using a VPN.  I do not even know what is a VPN!

      (2)  Clearing the cache NEVER solves ANY issue.  I have foolishly done this before, and the ONLY thing it accomplished was to log me out of every single website I use and force me to log back in again to every one of them.  Which is time consuming and aggravating.

      (3)  I do not use APPS!!!  I HATE APPS!!  I do not do texting with anyone.  I do not use apps!  And, I do not do EXTRA STEPS WITH SECURITY CODES JUST TO LOG INTO A GROCERY STORE SITE TO CLIP DIGITAL COUPONS!!!!

      (4)  My browser is fine.  Your own customer service agents in the Phillippines told me you are having a site wide problem with this----it is NOT unique to my computer, my browser, or anything else unique to me.   You need to fix this problem.  I do not need or want "added security."  I have all the ****** security I want!!!!  I am sick of this aggravation!!!!

       

      Fix your website!!!!!

       

      J ******

      someone in the *********** and once got someone in ******. I am sick and tired of speaking to people in the *********** and ******, etc. whose first language is NOT English, and who usually fail to help me.

      Business Response

      Date: 04/24/2025

      Greetings, J ******,

      We appreciate you contacting us about the issue you are experiencing while logging in.

      We understand that you prefer to log in to your account using your password without any verification codes. The screenshot you provided shows a default added security feature for customer accounts. This usually appears if you log in from a different device. We understand that you are using the same laptop, but this can also occur if you are using a VPN, as your IP address typically changes from one location to another. Additionally, this could be a problem with your browser needing an update. To resolve this, here are some steps you can take:

      - Turn off your VPN to get a precise location.
      - Switch to a different browser from the one you are using, and try clearing your cache and cookies.
      - Ensure you have an up-to-date version of your browser so it can function properly with the website.
      - You can also use the Tomthumb app on your mobile device, which makes it easier to clip digital coupons.

      If you continue to experience the same issue, you can reset your password and access your account at ********************************************************************.

      *******
      Customer Support Center
      Case ID: ********

    • Initial Complaint

      Date:04/09/2025

      Type:Product Issues
      Status:
      Answered
      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.
       
      Complaint: 23182595

      I am rejecting this response because: Im not taking that for answer yall did not offer to redline and then on top of that yall promised me several times yall were going to refund my stuff . I attached proof . I also called today and had it escalated this is very unethical 

      Sincerely,

      **** ****

      Business Response

      Date: 04/10/2025

      Greetings Shay,

      Thank you for reaching out to us regarding your recent order and refund request.

      We understand that you have not received your order even though it was marked as delivered. We have investigated the matter concerning your order #*********.

      Based on our investigation, you contacted us on 03/31/2025 about not receiving your order, and it was immediately escalated but the refund request was denied. We know that this is not the answer you were hoping for, but the refund was not processed as it was confirmed that the order was delivered correctly on 03/31/2025 at 11:05 AM. Please see the attached photo of the delivery.

      *******
      Customer Support Center
      Case ID: ********

    • Initial Complaint

      Date:03/31/2025

      Type:Product Issues
      Status:
      Answered
      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.

       
      Complaint: 23141735

      I am rejecting this response because:
      The claims are false. If you fail to assist in refunding these orders, I will take my complaint to news media. I provided the store with the proof that the delivery driver stole the items. Resolve this with a refund or this will be on you. This is appalling.


      Sincerely,

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

      Business Response

      Date: 04/03/2025

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

      Thank you for bringing your concern to our attention regarding the two online orders (#********* and #*********).

      After further review, we found that the address on both orders matches. The first order (#*********) was initially marked as not delivered; however, the store has confirmed that you came to collect the order in person.

      Regarding the second order (#*********), we have verified that the delivery was completed. We have attached a photo of the delivery, showing that the order was left at your door as per the delivery instructions.

      Sincerely,
      ******
      Customer Support Center
      Case: ********

    • Initial Complaint

      Date:02/11/2025

      Type:Product Issues
      Status:
      Answered
      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 2/9/25 I placed an online drive and go pick up order and used my EBT card for payment. When the order was completed I went to pick it up and they said the order payment had not been satisfied and would not release the order. I made several attempts by phone to resolve the first call after being on hold for almost 45 min the call hung up and a survey came on. The second attempt the agent did not know what was going on and when I asked to speak to a manager they transferred me to the In store manager who was unable to assist and directed me back to the 877#. I called a 3rd time and spoke to a supervisor who assured me the order was cancelled and my funds would go back to my EBT card the next day. The funds have not gone back and I am unable to buy food for my family and again called today and all they can say is im sorry and did not offer any solution to my concern of not being able to buy food. I asked for a manager who can assist and the supervisor hung up on me. This is horrible customer service and all I want is my money back on my EBT card so I can purchase food for my family

      Business Response

      Date: 02/27/2025

      Greetings ******* ********:
       
      We would like to inform you that the refund has already been processed and is marked as completed on our end as of February 18th. If you have not yet received the refund, we recommend contacting your EBT card provider to verify whether the funds have been released.
       
      We appreciate your patience. 
       
      ******
      Customer Support Center
      Case ID: ********

    • Initial Complaint

      Date:02/05/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order was delayed by several hours and no one bothered to do anything until I called the store that nioght I was told I was going to get a refund twice but I never did. I am attaching proof from email.

    • Initial Complaint

      Date:01/23/2025

      Type:Product Issues
      Status:
      Answered
      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 a delivery order on their app on 1/1/25. The order is showed as delivered even though it was never delivered. I contacted them the same day via chat they claimed the store would call and attempt redelivery. Which did not occur. I reached out again and requested a refund instead since I made plans to just go to the store and shop. The refund time span given was 7-10 days. On the 11th I reached out to them, and they stated it was 7-10 business days, so I needed to continue to wait. So, I did. After several more days I noticed still no refund, so I called them again. I was then advised this must be an issue with my bank and to contact them. I reached out to my bank and was informed they did not see anything pending. I figured I was just reaching out too early so I continued to wait. A few more days passed, and I called my bank once more and was told the same thing. So I called Tom Thumb back asking for an update and I was told I "should have received it" and that they would contact the store on my behalf. Still no refund. SO, I called today 1-23-25 where I was told the refund has just been issued by a manager and it will arrive in 3-5 days when expressing my displeasure I was met with 0 empathy. The chat agents lacked empathy and stated "I am sorry you are ****** off". I have SS showing this as well. I pay monthly for their "fresh pass" and I feel like I am constantly being robbed. If I do not hear something back or see my money soon I will be reaching out to the attorney general and the ***

      Business Response

      Date: 01/24/2025

      Greetings Nijahnik ********,

      Thank you for reaching out regarding your refund. I understand how important it is to have this matter resolved.
      I wanted to let you know that the refund for your order you placed last January 01, 2025 (Order ID **********, totaling $79.34, was already processed yesterday, January 23, 2025, by one of our representatives. This information has been shared with our team to ensure everything is in order.
      The refund will be posted to the credit card used to place the order within 3-5 business days. If you have any further questions or need additional assistance during this process, please don't hesitate to reach out.

      Thank you for your patience and understanding.

      Thank you for shopping with us.
      *******
      Customer Support Center
      Case ***********

    • Initial Complaint

      Date:01/19/2025

      Type:Product Issues
      Status:
      Answered
      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 order#********* on 01/14/25 and never received it. It's showing delivered. Tom thumb has some bad Business practices. If someone doesn't receive their order they will go through a whole bunch of loops trying to get their refund because I kept contacting customer service on the day of and shortly after that. I spoke with several different agents through chat support that keeps lying because someone keeps telling me they submitted a refund request but it has to be approved first but every time I follow up somehow the submitted request has disappeared and they open up a new request and I have to wait another 5 to 7 days. I'm not understanding what is going on and why they keep reopening another request every time I contact them. It should be notes on your account that requests was submitted along with any other issues but they keep saying that they don't see anything and they will just open up another one so if I go contact Tom thumb again they will lose the request and open another one. I'm sitting here waiting for my money and it's been 6 days and it should not have to take that long for you to refund someone. The thing is they gave me a discount promo but the thing is they put $30 on my Tom thumb account instead of refunding back to my card. I'm not placing another order with them they need to refund me my full order of $90 and I'm deleting my account after because this is absurd. I don't understand how they quickly put $30 on my Tom thumb account for future orders and that was instant but then when you request a refund back to your card it gets rejected and they want you to wait for someone to approve the refund. That type of business practice is really unusual. Also when they put in a request for a refund you don't get any type of updates or emails so that's the reason why I have to keep on contacting them to keep checking up on the approval. I did put in my own ************ was rejected because they sent a refund and they did not send back to my card

      Business Response

      Date: 01/26/2025

      Greetings Areeka Dicson:

      Our apologies for the inconvenience. 

      We have processed a refund for this order on 1/21/2025. You should have received an email containing the receipt with all the details. Please allow up to ***************************************** your account. 

      If there is anything else we can help you with, please don't hesitate to contact our *********************** at ************. 

      Thank you, 

      ******** *.
      Customer Support Team
      ********

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