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Business Profile

Convenience Store

Royal Farms (Corporate Office)

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Convenience Store.

Complaints

This profile includes complaints for Royal Farms (Corporate Office)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Royal Farms (Corporate Office) has 27 locations, listed below.

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    Customer Complaints Summary

    • 96 total complaints in the last 3 years.
    • 14 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:06/20/2025

      Type:Customer Service 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 went to the Royal Farms gas station located at *********************************************. I went inside to self checkout and paid $40 for gas on pump #3 at 12:23pm. I took my receipt and proceeded to the gas pump, once I started pumping my gas the Shift supervisor ****, came out and told me that they stopped the pump at $12 because another customer came in and claimed he prepaid $40 on the same pump, she was very rude when she came to me, once I showed her my receipt she saw that they had made a mistake. She refused to put the remaining amount back on the pump and told me that the remaining amount will be back on my card in 24 to 48 hours, she also threatened to call the cops on me, I am very displeased with the way I was treated and with the customer service I received.

    • Initial Complaint

      Date:06/04/2025

      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.
      My son entered an incorrect pin number multiple times while attempting to use my rewards card, and as a result I am unable to use my card. I have contacted customer service which is automated, with no success, spoken with a store employee, who told me to simply open a new account, also non-productive, as my original account is still active. My wife even wrote to the corporate office and received no response. I simply wish to be able to use my card again, so that I can get a discount on my fuel.

    • Initial Complaint

      Date:05/27/2025

      Type:Billing 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.
      Yes, I am still waiting for a refund. Thank you 

      Business Response

      Date: 06/11/2025

      Hi ********! 

      I apologize for the inconvenience in this matter. Please know that I've passed this complaint on to our leadership and we will ensure your issue is resolved. 

      Could you please clarify whether you're still waiting on a refund? 

      Customer Answer

      Date: 06/13/2025

       
      Complaint: 23374748

      I am rejecting this response because: Yes, I am still waiting on the refund. 

      Sincerely,

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

    • Initial Complaint

      Date:03/03/2025

      Type:Facilities 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.
      Attached is a copy of the credit card statement showing the gas purchase at Royal Farms.  Thank youained the contaminated fuel. ******* invoice also attached. We reached out to Royal Farms requesting reimbursement for repairs, vehicle rentals and other associated costs. They refused as their fuel ***** claims this was not a result of contaminated fuel. We are confident it was since the water in fuel light popped up while fueling at Royal Farms and stalled immediately as we were leaving the premises. We had driven from ********* to ************ with no issues and also had no prior mechanical ssues with the truck prior to our fueling up at Royal Farms. Both automotive shops agreed that it was due to contaminated fuel. We continue to have issues with rough starts and recently returned to M&L. We were advised by individuals familiar with fuel contamination and informed it can cause engine, alternator and battery issues. I advsied Royal Farms I would take further action since they refused to take responsibility and reimburse us but received no response.

      Business Response

      Date: 03/21/2025

      Hi *******, 

      Apologies for the inconvenience here. I've gotten in touch with my team, and they mentioned that they attempted to get in touch with you a few times over phone and voicemail but had no success. They were looking for all receipts you had attached here. 

      I've gone ahead and sent them all receipts. They will be in contact with you soon. Thank you!

      Customer Answer

      Date: 03/21/2025

      Hello, am happy to hear that the business, Royal farms, attempted to reach out via phone and voicemail; however , I did not receive any voicemails.  Is it possible for them to reach out via my email address *********************  Also, would like to ensure they have my correct phone number of ************.  

      I do not want to say I am satisfied with the response yet as I have not heard from them and therefore do not want to close the case yet. 

      Business Response

      Date: 03/21/2025

      Hi *******! 

      Please see attached screenshots that indicate there were no issues with the fuel. Our team mentioned that if there was an issue with the fuel, we would've come across multiple reports at that time. Thank you!

    • Initial Complaint

      Date:01/30/2025

      Type:Customer Service 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.
      How can Royal Farms say that the claim is resolved, when I have had absolutely no contact with Royal Farms?  I have not had a phone call, text or e-mail from Royal Farms.  I want to obtain my earned ROFO Rewards points from my purchase on 12/3/2024.  Royal Farms tries their best to cheat their customers out of ************************ points and they have one of the worst customer service departments (they just ignore you and hope that you will just give up).  I want a customer service manager to contact me by phone, text or e-mail ASAP!

      Business Response

      Date: 02/13/2025

      Hi *****, 

      Upon checking our system - I can confirm that your complaints have been resolved. Please let us know if you need anything additional at all. Thank you!

      Business Response

      Date: 02/24/2025

      Hi *****, 

      Please see the multiple attempts to contact you attached. We're happy to assist you in any way possible. Please let us know what we can do. 

      Customer Answer

      Date: 03/01/2025

      I am COMPLETELY dissatisfied with BBB of MD AND Royal Farms!  I have not had ANY CONTACT from Royal Farms AT ALL.  I requested a phone call and contact information with a customer service manager from ********************** AND NEVER received that information.  Royal Farms has not communicated with me EVER.  How can BBB of MD close this complaint when it has NOT BEEN RESOLVED?  BBB of MD has been very useless to me, with this matter and I am not satisfied, with the outcome.  I want the name AND contact phone number for a customer service manager at **********************, so I can resolve this matter myself.  I have been a loyal customer at ********************** and their customer service SUCKS!  ********************** has the worst customer service department that I have dealt with; second only to BBB of MD (but at least with BBB I had a contact person and phone number).....not that ******* was of any help!  Please forward the contact info to me as soon as possible.

      Business Response

      Date: 03/03/2025

      Hi *****, 

      Your missing points have been added to your account. Have a great day!

      Customer Answer

      Date: 03/03/2025

      Finally!  I was awarded my ROFO points today.  I still did not receive a contact person name at Royal Farms AND a contact phone number, in case this happens again.  Royal Farms has one of the worst customer service departments that I have dealt with and they need to make HUGE improvements with their customer service response system!

      Customer Answer

      Date: 03/03/2025

      I still did not receive the contact information that I requested.  I asked for a contact person's name and phone number at Royal Farm's customer service department, in case that I have another problem with Royal Farms.  I DO NOT APPRECIATE the BBB of MD soliciting a donation from me!  Please forward the contact information that I requested.  I do not know how many different ways I can ask for this contact information.

    • Initial Complaint

      Date:01/29/2025

      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.
      On Sunday, January 26th, I visited the ********************************************************, location. While getting gas I was offered a 30 cent discount on gas if I bought a car wash. I decided to buy a car was as I needed one that day. After my purchase and use of gas I drove to the car wash and noted that it was closed.I went inside the store and asked the employee for a refund on the car wash. I stated it was okay to remove the gas discount I received, but I could not use the car wash so the service could not be provided.I was informed the store cannot provide me with a refund. I in no way blame the employees on hand as they were pointing to company policy. I was informed that (1) I received the gas discount and (2) I have 365 days to use the car wash so no refund would be *********** is quite clear that Royal Farms has this policy in place in hopes that customers forget or lose their car wash coupons and they get to benefit from the purchase of a service that is never used. I am fine with customers having the option to use the coupon for 365 days, but there should also be an option for a customer to be fully refund (less the gas discount) for a service offered but then not provided. This is a clear false advertisement of a service that could not be utilized. This is not the first (or second or third) time I have been to a Royal Farms with a broken car wash so I am sure this is a very common occurrence and people eventually lose the money they spent because they lose the coupon or forgot. Or it is just inconvenient to get to a Royal Farms for some ************** request is that the Corporation explain this policy and its legality. In all my dealings with massive companies if you cannot receive a product or a service then a refund option is provided to the customer. I would hope and expect ******************** Policy changes as this is clearly a way to take advantage of customers that are unaware of broken car washes at the time of purchase.

    • Initial Complaint

      Date:10/29/2024

      Type:Facilities 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.
      The Hand Sink in the mens restroom does not dispense water,*******************************************

      Business Response

      Date: 11/19/2024

      Hi ****! 

      Thank you for flagging this. We have alerted our team, and this will be fixed promptly.

    • Initial Complaint

      Date:09/23/2024

      Type:Delivery 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:

      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: 10/15/2024

      Hi *****! 

      I sincerely apologize for the delay and inconvenience in this case. I've reached out to *** directly, and am in the process of working on your refund. I will have *** contact you as well. 

      Thank you!

    • Initial Complaint

      Date:09/16/2024

      Type:Billing Issues
      Status:
      Unresolved
      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.
      This complaint never should have been closed as Royal Farms corporate office made contact with me saying she was going to look into the matter, which she never got back to me to date. If the BBB closed it, then BBB made a mistake. Please open the complaint again. Thank you.***. I was told if its fraud as I say, fax them info at ************** Claim # LE2313529 which I did. They charge me $40.00 dollars for payment that did not go thought totaling $120.00 in fines which if this isn't settled and will have a judge make a decision. My credit score is 820, that should say something. I have no problem paying charges of mine but do have an issue with Checkredi, Royal Farms collection Agency taking advantage. Royal Farms has no contact info for the customer or ignores any response after filing their web site contact. I hope I'm helping other consumers with this BBB filing.

      Business Response

      Date: 09/26/2024

      Hi ******, 

      I would like to apologize for the inconvenience caused by this issue. I'm actively investigating your case regarding the $120.00 in fines. As soon as I have an update, I will follow up with you. 

      I have reached out to our support with all the information provided as well. If you have any additional questions, please do not hesitate to reach out.

      Business Response

      Date: 10/15/2024

      Hi ******, 

      Apologies for the delay here again. I was waiting for a few updates from my team. Unfortunately, we aren't able to assist any further since your account is was on hold due to a return from your bank. I sincerely apologize for this inconvenience.

      Anytime a return happens on an account, the charge is sent to a collection agency who will charge a fee. Royal Farms does not profit from this fee, nor do we have any say on when it is charged. Unfortunately we are not able to assist with this situation.

      Once the charge is taken care of, their account will be released, and you will be able to use your account again! 

      Customer Answer

      Date: 10/15/2024

       
      Complaint: 22286486

      I am rejecting this response because: It is Royal Farms responsibility to answer comments or questions I repeated sent on Royal Farms website about my bank account changes that were needed due to the computer hacker theft and fraud he committed on my *************** checking account to a sum of $3,500.00 dollars the entity from which you receive payment. It is not a customer's responsibility to know answers that were posed Royal Farms home page/web site as they don't work nor employed at your company so again, look at it from a customer's point of view. I have never been late on payments; my credit score is approx. 820 but it is Royal Farms responsibility to answer any questions a customer has, after all it is ********************** web page. 

      Sincerely,

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

      Customer Answer

      Date: 11/27/2024

      I know you closed this but please keep the unethical behavior on file so Royal Farms customers can use this. Thank You 

      Customer Answer

      Date: 11/27/2024

      Please Keep this on file of their unethical practices on Royal Farms Card issues are TOTAL aware of these unethical practices of FRAUDING the consumer.

    Royal Farms (Corporate Office) is NOT a BBB Accredited Business.

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