ComplaintsforSchnuck Markets Inc.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  call customer service yesterday about a problem at a schnucks store customer service hung up on me tried to call back got anwsering machine what kind customer service is this

  

  Business response

  01/05/2024

  The Customer Care team at Schnucks is available during the following hours and at the below numbers:

  ************ or ************ (toll free)
  Customer Care - Option 3
  Hours: 8:30 AM – 12:00 PM and 1:00 PM – 5:00 PM, Monday through Friday (except holidays)

  If a customer prefers, they can also fill out a form on the website and we will respond in kind: *******************************

  We are not aware of any issues with our phones, but we have experienced higher than normal call volume in the last several weeks and are happy to help any customer that contacts us. 

  Customer response

  01/05/2024

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

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/15/23 I purchased several individual ICE Sparkling waters. My issue is that the price has increased 3x over the last 6 weeks from $.99c to $1.10, and now $1.24…which isn’t fair. I buy on average 12 bottles of water each week, and can barely afford to pay for a family pack of chicken wings at $30! It’s not necessary to increase this items cost simply because there’s an increase in the amount of units sold. Products at this store are more expensive as is. Why add cost where there’s no need to? I don’t shop *******… however as a loyal Schnucks customer, I am forced to at least check out their price for the same product… which I have the feeling will be cheaper. This decision, if nothing else, should definitely be reconsidered!

  

  Business response

  11/29/2023

  We understand the challenges facing all of our customers as inflation and continued price struggles in the grocery industry make each visit to the store more and more difficult. This feedback will be shared with our buying team for their attention and we will always try to do our best to provide the best possible pricing whenever possible. 

  Customer response

  12/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory for the moment.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  11/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I visited Schnucks in ********* **. They have been using deceptive pricing with their sale items. For example, the chip aisle had a sale on Frito chips. In big numbers they showed a price of $1.99. I got three bags and went to check out. As she totaled up my items and finished I looked at my receipt and noticed I was charged $3.99 per bag. I said something about it and she stated you had to buy five. I went to customer service and stated I needed to buy two more to get them for $1.99. As I went to get two bags I looked at the price again. In big numbers it said $1.99 each. Under that, written in a red background was "must buy five." I'm 48 years old and need readers to see up close. I didn't have them on me, but could barely make out the "must buy five." I thought about this as I walked back to customer service and wondered how many people, especially the elderly were unable to read the fine print. I also imagined there were plenty of people who did the same thing as me, but instead of going to customer service decided not to mess with it and paid full price for an item. This has happened to me on different occasions at this store. When I said to the lady at customer service, "you guys are getting sneaky with your pricing" she laughed and said "it says it in the ad." Like many others, I don't check the ads everytime and I feel like this is what they are relying on to get people to pay full price for items. It's very deceptive and should not be tolerated. It's also price gouging by deception. Schnucks no longer sends ads in the mail. Now you can only see them online or in the store. The in store ad requires you to walk around the store with it open and no one wants to do that. I'm bothered this practice of pricing deception is targeting the elderly. It's not fair!

  

  Business response

  12/13/2023

  The Customer Care team is happy to report this customer's disappointment with our pricing strategy as well as the other unrelated concerns voiced in this message. We have confirmed that there was nothing deceptive within the advertising of this product and displays, our weekly advertisement and the shelf all reflect the correct requirement to get the reduced price. Additionally, Schnucks has implemented these pricing strategies for many years, so this isn't a new approach to how we come to market. We offer deep deals of this nature through relationships with national brands that generally do require a set purchase amount to get the advertised price. 

• Initial Complaint

  10/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Location I visited is **** ************ *** *** ***** **. I placed a online order through the app on my phone. I arranged to pick it up yesterday between 5pm and 6pm. I placed the order on 10/18/2023. They charged me way too much and caused me to over draw. The real problem is I clearly stated no substitutes, but they still gave me things that I did not want at all. When he came out to the car with my order I asked him to give me the bananas and he pulled out one banana and handed it to me. The banana was really ripe and bruised up. So, I went into the store to exchange the items they would not exchange the order they stated that I needed to call ***** ****. They would not help me at all. I even asked for a manager and she was not even able to assist me with this matter. I do not even have ***** ****. I would like to be paid back for the items that I clearly stated that I did not want substitutions for and that would amount to $18.71.

  

  Business response

  10/23/2023

  Customers experiencing issues with their online orders should contact our support team at the following:

  ************ or ************ (toll free)
  Schnucks Delivers - ****** *
  Schnucks Rewards - ****** *
  Hours 8:30 AM – 8 PM, Sunday through Saturday (except holidays)

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to use my Schnucks account (rewards) amd today I had to update my profilr Tonight I received an email telling me to go to *****************************************************************************************. to verify my email and all I received was an Error code Damned if I do and damned if I don't - and the 800 number for schnucks rewards does not take messages Feeling totally blocked and under served ****** ********

  

  Business response

  08/04/2023

  Please call our Customer Care team at ###-###-#### during our hours of 8:30AM and 5:00 PM, Monday through Friday. We will be happy to assist you with your Rewards questions and resolve any of the issues you are experiencing with the program.

  Customer response

  08/09/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  

  It is obvious no investigation was done,  I called them and nothing has been resolved
  

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

  

  Business response

  08/09/2023

  This customer contacted the Customer Care team on 08/08/2023 and spoke to a Schnucks representative for nearly five minutes. The customer provided the wrong phone number to start and then had the wrong email address on her existing account. The Schnucks representative changed her email per her request and was given specific instructions on how to reset her password and access the account once again. The customer thanked our representative for help and ended the call, apparently with her concerns resolved. We are unsure how to further provide assistance at this point as we provided the exact steps and process to grant the customer access. We would encourage the customer to get assistance from someone else on a personal level if they are having technical problems on their side. 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Schnucks egift card through the Schnucks website for $200 on July 13, 2023. My credit card was billed on July 13 for $200 and again on July 16 for $200. After waiting for 2 weeks I have not received a refund. I have asked that I receive an immediate refund, however Schnucks will not comply as of August 1, 2023.

  

  Business response

  08/01/2023

  Gift card customers can please call ###-###-#### or ###-###-#### for complete details on our discount program or additional information regarding our gift card program. We can also be reached via email at **********************. Please send written requests to: Gift Department, Schnuck Markets, Inc., ***** ******** **** *** ****** ** *****.

  For inquiries on all other branded cards, please contact the number on the digital gift card on the back of the physical gift card.

  For any other inquires or issues with billing, please contact The Gift Card Shop customer service for assistance at ###-###-####.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called the customer service and they have a rewards program in St louis about my Schnucks reward. 47 dollars worth of rewards  was removed from my account without my authorization.  I went on the app and confirmed that all of the rewards have been wiped out.  I called to discuss this with the customer care manager ****.  He was extremely rude and nasty and talked to me in a horrible manner.  He told me there was nothing he would do to help me. I knew all the purchases that were made were fraudulent because they were made in the city and I never shop in the city I later found out that my son, who has a different last name made the purchases.  The manager then spoke to me in the most demeaning and horrible way and told me it was my problem that my son has a drug problem and that there was nothing he would do to help me.   and I went on the app and realized my rewards had been wiped out The manager told me that my son went in and stole my rewards and got free groceries. He smarted off to me and said you knew the person and I was crying on the phone and this nasty man told me it was my problem that rewards were taken.  I haven't spoke to my son in years.  The manager told me it was my problem because I knew the person, which is ridiculous. He didn't have my permission to use them.  It's bad enough to have to go thru something like this and be talked down to and berated by this man all while I was crying on the phone.  I want it to be known to that I had an issue with ********* and they immediately helped me.

  

  Business response

  07/17/2023

  This customer contacted the Customer Care Department asking to have Schnucks Rewards funds restored that she alleged were taken by her son with a "drug addiction". My teammate explained that because this customer did not have any settings on her account protecting herself from accidental or intention fraud, we could not restore her lost rewards dollars. The Rewards program policy is such that once rewards are spent, they are not to be restored as customers are given equal value for the rewards used. We are not required to restore spent rewards for any customer, regardless of the circumstances. 

  The customer claimed that her son never used this account, had no access to it and this was a one time issue that she did not authorize. Her account shows that her son and what appears to be someone possibly married to her son accessed and used this account 14 times since 2021. This is not the first time her account has been accessed by her son. If he was not authorized to use this account, he made purchases that provided this customer with Rewards that she did not herself earn by shopping at Schnucks. This customer was encouraged to change her phone number today if her son was not well and would abuse the access he did have by knowing her number. She declined. Additionally, we have set her account to bar code redemption only, which prevents her son, anyone he knows or a random accidental input to redeem her rewards without her consent. 

  In previous instances where customers have clearly shared their phone number with a friend or family member and these individuals have taken advantage of the situation, we have encourage those customers to speak to directly to the person that spent the rewards to settle any restitution. Schnucks has resolved this issue by protecting this customer from further incident and we would encourage her to speak to the individuals that have had access to her account since 2021 to discuss the rewards that were spent on May 3rd, 2023. 

  Customer response

  07/17/2023

  Complaint: ********
  
  I am rejecting this response because:
  I never gave my son or anyone permission to use my phone number and was not aware of any security measures on this reward program. Once again Schnucks doesn’t care about customers 
  
  
  Sincerely,
  
  ****** *****

  

  Business response

  07/18/2023

  This customer continues to not understand the Schnucks Rewards program. Her son has been using her phone number for over 2 years now and earned her rewards dollars by spending his own money while using her phone number. He then spent the money on the account only recently. If a customer is concerned that someone is entering their phone number against their wishes, they will have to pay attention to their own account and note any transactions that they themselves did not make. Then customers will need to change their phone number to prevent this from happening if they are not willing or able to contact whomever is entering the phone number. This program allows anyone to enter a phone number to earn Schnucks rewards and there are several security steps fully accessible by every customer to protect themselves from someone unauthorized spending earned Rewards dollars. This customer took no steps to secure their account and never informed Schnucks that someone was entering her phone number against her wishes until 07/17/2023 when she demanded we refund her lost dollars that were spent by a family member with access to the account since 2021. 

  This customer's account is protected from further fraud, the dollars lost were not entirely her own to spend and she is free to continue to earn rewards going forward. If she wishes to ensure her son is no longer using her phone number, she will have to speak to her son or change her phone number by contacting the Customer Care team once again. Lastly, this customer has gone to our social media page to make inaccurate accusations against the Customer Care Supervisor of Schnucks and we consider this matter closed.

  Customer response

  07/18/2023

  My sister was on the phone and heard the whole conversation. *** the customer service manager was rude and refused to accept my explanation about my son and blamed me for him using my rewards My sister heard the whole conversation.  No management has contacted me to discuss this matter. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 20, 2023, I went to Schnucks and purchased a Sympathy Angel Garden Stake from the floral. The floral clerk put the order in and contacted me back on May 26 and said they did have the order but it will take a week. She told me that they came in around June 10th. She said she was going to put them together and I told her to let me know. She said she wasn't feeling good and had dropped some of them. She called me later in the week around June 10th and said she was having issues. On June 16 she called and said we have a situation that they were not marked correctly, they should have been $49.99. I told her I could have paid for them in the beginning. I have a receipt that the item was $3.50 and the store should honor this agreement going forward. I didn't pay for them because she told me not to do so. I asked to speak with the manager. I got a call from the co manager on June 17th, and she said I can get the one for $3.50 but would have to pay $49.99 for the rest of them. I told her I didn't make the mistake and she said I need to talk to someone at consumer affairs because each store is governed separately. I spoke with Will at Consumer Affairs and he told me to talk to Tyler, the co manager, because the store are governed separately and he could not make a judgement on it. I would still like to purchase them at $3.50 each for the dozen of Sympathy Angel Garden Stakes.

  

  Business response

  07/18/2023

  The Schnucks pricing policy is such that if a customer finds a product on the shelf that is labeled incorrectly, we will offer them the option to purchase a single item at the incorrect price and any additional items at the correct price. Then we will ensure that the shelf tag is showing the correct price for this item. This would apply to this situation as well. We are unable to honor the incorrect price for this customer beyond a single purchase and the teammate who made the error has been properly coached on how to handle situations of this nature correctly in the future. 

  Customer response

  07/20/2023

  Complaint: ********
  
  I am rejecting this response because:

  When I made this purchase it was listed as 1/3.50.  There was no marking on the app or on my sales ticket that said that this was a sale item that was the correct price that was listed of $3.50.  I offered to pay in advance for all 12 of these items before they were ordered.  Everyone else that purchased those sympathy Angels Garden Stakes that date got them at that same price of $3.50 again it was not listed as a clearance item or marked for any type of reduction.  I did not make the error Schnucks should honor the mistake that was made on their part and fulfill my order of a dozen Angel Garden Stakes at $3.50 each which was exactly what was stated to me by their employee.  It's like Schnucks wants to make an example out of me for an error that was committed by someone else I didn't do anything wrong.  Just the fact of the manager would not even respond or have the decency to give me a phone call in regards to the matter that I had to contact the Better Business Bureau to try to get some type of resolution what does that say about their store management.  The Honorable thing to do is for Schnucks to honor the mistake that was made.

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

• Initial Complaint

  02/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went online to complain about customer experience, and wrote out a detailed description of the problem. I filled out my personal info and tried to submit...turns out they require (and validate) a schnucks rewards phone number to successfully submit the complaint. Am I supposed to infer from this that I need to sign up for Schnucks rewards just to complain about an issue? This is wrong, and customer-hostile.

  

  Business response

  02/13/2023

  The Schnucks Customer Care team can be reached by phone, Monday through Friday from 8:30 am until 5:00 pm, excluding holidays at ************. Customers can always contact us by telephone if they are not interested in submitting an online request. Additionally, while we do ask our customers for their Schnucks Rewards phone number, there is nothing stopping customers from putting any number in that field regardless. 

  Customer response

  02/13/2023

  Complaint: ********  
  I am rejecting this response because:
  You are asking the customer to make assumptions because of an inadequacy of your form.  If this piece of information is not required, then don't make that field required.  This is not difficult.  I'm a ******** *********, I know better.  Keep in mind that we haven't even gotten into the issue that prompted my submission in the first place because I'm dealing with this garbage.  I guess I'll call in to complain instead because you guys don't know how  to design user interfaces.
  

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

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It was January 08/2023 at 9am. I went to get a shopping cart, where the carts are located there was a Post and on the post there was a new electrical box and it had jagged edges on it. I ripped the coat about a quarter in size. So, I continued my shopping when I was checking out I asked to talk with a manager and her name was ****** ( Assistant Manager) She may have taken a picture of my coat and she informed me that she would submit it to the claims department. She stated that since it was Sunday no was in and to check back with her in a couple of days. So a couple days I returned to the store and noticed that they did not do anything to the problem and spoke to the same Manager. She stated that there was company that does work for them. So, the next time I returned they duct taped it over. A few days later the box was removed. I would like my coat repaired or replaced.

  

  Business response

  03/03/2023

  Customers experiencing issues with damage to their property while on site at our stores should contact our Claims Administration team at ************. It would appear that the store might have already filed a report on the incident based upon the comments from the customer, so it is possible they already have information on file. Regardless, that team will be able to assist with this customer's concerns. 

  Customer response

  03/07/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  have called schnucks team at number provided with no response
  
  Sincerely,
  
  ******* *****

  

  Business response

  03/10/2023

  This issue is in the hands of our Claims Administration team and they will be engaging with this customer going forward. If this customer has questions, they need to reach out to that team at the previously provided phone numbers. 

  Customer response

  03/20/2023

  I did not receive the paperwork from Schnuck's. I reached back out to them today and I spoke with ******** *********, who handles the claims, and she said I will receive something soon. 

  

  Business response

  03/20/2023

  Due to the complicated nature of Claims Administration cases, customers will need to continue to communicate with that team going forward. As before, the customer should contact our offices at ************ for any claims assistance. 

  Customer response

  03/22/2023

  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. I talked with ******* ********* Monday, the 20th.She told me she sent paperwork to wrong address and would rectify her error. At this time everything is good,waiting on paperwork to arrive.
  
  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. ↩