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Business Profile

Grocery Store

Mariano's

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 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:04/08/2025

    Type:Sales and Advertising 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.
    **** to our purchase alcohol which was on sale for $5 off and a coupon that was $5 off. I forgot my wallet in the car and because I left the store they would not honor the sales price because it was an expired tag.Spoke with the Asst. ******** **** (refused to give his last name but have pics and video) and refused to honor price and when I asked for his name he walked away so I took a picture of him. Later I recorded him being the worst manager ever!

  • Initial Complaint

    Date:12/17/2024

    Type:Service or Repair 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.
    I placed an order for my sons birthday cake on *****************. His birthday was on the 15th and the cake pick up was on the 14th. I explained to the cake decorator exactly how I wanted it and even sent her a picture over. I get to the store on Dec. 14th only to find out they dont have ANY boxes to a $80 cake. I asked to speak to the manager (*******) she was NO help whatsoever she watched as her employee (the cake decorator by the name of *******) talk to be restless like I wasnt even a customer because Im asking them to explain why theyre selling a cake that they cant even provide boxes to and not only that but the decorations on the cake was HIDEOUS! I will attach photos. The lines were messed up and didnt have the yard line numbers like I asked for. The cake was very hard and if Im being ***** completely disgusting! The manager was NOT managing her department, she didnt offer any accommodations! Not even an apology! I have never been to a Marianos where its extremely unorganized, unwelcoming, and dysfunctional! If I had time to go to a different store to get another cake made I definitely would have because this cake did not serve my expectations by any mean and the customer service there *****. The manager ******* just watched the decorator Crystal yell at me back and forth about a cake I didnt want and the boxes they didnt have!

  • Initial Complaint

    Date:11/10/2023

    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.
    Every location that we shop at has expired food on the shelves that they are still selling, all the way ************ and meat. This is a dangerous problem.

  • Initial Complaint

    Date:03/31/2023

    Type:Sales and Advertising 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'm sending this complaint in reference to your "Digital" coupon system that Mariano's currently has in place. This system is a total rip-off. First of all when you see something on sale, you don't realize until you get to the check-out counter that it's only on sale if you have a "digital" coupon (which is in very small letters on the sale sign). Also, what about seniors who patronize Mariano's, are you expecting them to download a coupon from an App, REALLY!! That's why I say it's a rip-off because most seniors don't know how to download apps nor do they have a cell phone that even has that capability. I feel Mariano's need to get rid of the "digital" app for sales & continue ONLY using the Mariano's card. I am VERY disappointed that this process is in place & will shop elsewhere until this is rectified.

    Business Response

    Date: 04/11/2023

    Dear valued customer,


    Thank you for taking the time to share your feedback with us. We're sorry to hear that you're having difficulty with our digital coupon system and we understand your frustration. We would like to assure you that we are committed to providing the best possible shopping experience for all of our customers, including our senior shoppers.


    We apologize for any confusion regarding the use of digital coupons and the sale signs. We will work to improve the visibility of our digital coupon system to avoid any confusion in the future.
    We understand that some of our customers may not be comfortable with downloading apps or may not have a smartphone. We have staff members who can help you sign up for our digital coupon system or assist you in-store with redeeming coupons.

    We appreciate your loyalty to Mariano's and we want to assure you that we're taking your feedback seriously.

    We will make every effort to address your concerns and improve our coupon system. Please don't hesitate to reach out to us if you need any assistance with our digital coupon system.


    Thank you for choosing Mariano's as your preferred grocery store. We look forward to serving you again soon.


    Best regards,

     

    P.S if you are still dealing with issues please feel free to give us another message! 

  • Initial Complaint

    Date:02/27/2023

    Type:Service or Repair 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.
    OMG!!! The people in that store are so incompetent!! I placed an order on their app to pick up!! I told the girl there (idk her name) I told her I clipped the coupon for $15 off and she said she couldnt do anything to honor the coupon. I showed a picture of it and she was so aloof and just stood there watching me, expecting that I would just forget about it! I asked for a manager and she said she was a manager. She wouldnt do anything and so I asked for a higher manager. ****** assistant manager comes in and again I faced someone in management who either didnt know how to credit me or just plainly wouldnt do it! At ****** said he couldnt take the $15 out of the order but that he could give me a store credit. He was mumbling stuff to the girl and pushes her slightly so that I wont hear them!!He then said, you should come back tomorrow and the main manager *** will take care of you! I said no wait! You just said I could get a store credit and now youre backing down. He said its best if I comeback tomorrow and speak to the main manager ***!! I was livid and I told him I dont know what kind of manager you are but you dont inconvenience the customer . I told him I have over 20 years in customer service and we value the customers time and we dont inconvenience them and ask to comeback. This is very poor customer service, very poor! Especially, when its forecasted to rain all day tomorrow for me to go back to the store. You shouldve have to ask a customer to come back! Ok, so I arrive home and went through the groceries and Im missing two items!!?? Im mad as hell!! So guess what? I called the store to let them know right away that Im missing two items. A man answered and I asked to speak to a manager. He said he was a manager. ????. Here we go again, I told him what happened in the store and that now Im missing two items. He clearly had no interest or intention to help me. He ****** said to call or comeback tomorrow and speak to ***.

  • Initial Complaint

    Date:09/29/2022

    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.
    I received a solicitation on the Mariano's Apple iPhone app with several "local specials" at the Mariano's store nearby to my home. It is at ******************************************************. The solicitation included a special on a frozen food product from Ore-***, Tater Tots 32oz bags. We have purchased this product for many years and are familiar with the pricing, cooking process, and taste. Usually the price at Mariano's is $4.29. It is usually less at Target, where we usually purchase this item. But in this solicitation from Mariano's on September 4th, the price was $2.49! An unusually significant discount.I placed an order for this product along with other items on September 4th. When we opened the first bag of Tater Tots, it was obvious to us immediately that the product had been defrosted and then refrozen. We attempted to cook these Tater Tots in two different ways, but they were inedible. All the water had come out of the product during the thaw and refreeze process.We took photos of the defective items and forwarded them in a complaint to Mariano's. No answer from them. In our experience Mariano's has unresponsive management in the store. We then forwarded the photos to Ore-***, a division of ********************* food. They have responded back, and agree from the photos that the product was definitely thawed and then refrozen. This is very fraudulent by Mariano's. They obviously new this was damaged product and "pulled a fast one" on consumers in our neighborhood.

    Business Response

    Date: 10/10/2022

    Hello there! The Store Manager **** will be contacting you soon to resolve the issue!

    Customer Answer

    Date: 10/13/2022

     
    Complaint: 18147509

    I am rejecting this response because:

    I have spoken to the rude and incompetent management at this store when this scam first happened.

     

    This is an issue that Management at Mariano's (Kroger) must answer for.  I expect a management contact from ****************** not some incompetent ****.

     


    Sincerely,

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

    Business Response

    Date: 10/20/2022

    *****,
    Before I address your question, I would like to let you know that we appreciate all of our hardworking associates and would ask you from refraining from name calling in any future responses.

    As you would like to speak to someone other than the store manager, our district leader has left you a voicemail. He reached out to you yesterday,10/19 and left a voicemail at 10:18AM.

    Thank you.

Mariano's is NOT a BBB Accredited Business.

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