ComplaintsforThe Fresh Market, Inc.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The company sends daily emails to members with food specials. On at least three occasions, i have arrived to the store in the AM when the store just opened. There will be no inventory on a sale item that was emailed to me that morning. Example: Meatball bistro meal special: I get a email around 7am thursday. I arrive at the store and do not see this item. When i ask, they tell me they dont have stock. I have called and emailed the company complaining about this issue. Please note: this is not out of stock issue, this is a no stock issue. This is false advertising. Wasting consumers time and gas.

  Business response

  12/04/2023

  Thank you for contacting The Fresh Market regarding our Bistro Meals. We sincerely apologize for your disappointment and want you to know that your feedback has been provided to our merchandising team for review and consideration.  The Bistro Meal promotion applies to everything in the CMS full-service case. We show a picture of a meal with meatballs as meatballs are an item that is in every case lay-out.  A store would have this item but the advertisement is that we offer this meal program to purchase an entrée and 2 sides for $ 9.99 every Thursday. 
  

  Because it applies to everything in that case we always have choices for a Bistro Meal.  Being a specialty retailer known for our carefully curated product offerings, it is important for us to hear from our guests so that we continue to update our product offering. We appreciate you taking time to reach out to us.  

  Customer response

  12/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I visited the ******** **** ******** ** *********** ** on 2/6//23. I waited over 20 minutes for a chicken and the items in the case were dry and did not look fresh. I contacted corporate to inform them of my customer service issues. The local manager contacted me and was wholly dismissive. I contacted corporate again and asked for a district manager and never heard back.

  Business response

  02/15/2023

  On February 7th (the same day the feedback was received) we received from the member of management that spoke to the guest differs in sentiment than what the guest shared here. Our store member of management replied..."I have called Mrs. XXXXXX and apologized to her for the wait she endured waiting on a chicken to come out of the oven. I also spoke to her concerning the team member that had assisted her and would be addressing that with the team member involved and that her demeanor is not what we want our guest experiencing when shopping our stores. I also offered to her that on her next visit in to ask for me specifically so I could meet her in person. Mrs. XXXXXX was very grateful that I returned her call so quickly and was concerned with the service she had been given. She will be in this weekend on her next trip and will be asking for me so we can meet."

  We do see where the guest responded the next day wanting to speak with someone higher than store level; unfortunately, it was missed. We will contact her via responding to that email right away (today). 

  Customer response

  02/15/2023

   I am rejecting this response because:
  The store did nothing for the inconvenience. I do not recall mentioning I would be in over the weekend. I had to wait 20 minutes for a fresh chicken only to be told try us again another time for better service. 

• Initial Complaint

  01/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fresh Market 1**** ****** **** ***** *********** ** *****. Ordered Rib Roast for Christmas dinner $83.00, quality was poor, meat was tough. Definitely not the quality of what we have purchased in store single cuts from the butcher over two (2) years. Butcher was extremely rude when we inquired first week of January if it was the ordered 6 Rib Bone Roast was the same product as what we buy from the single cuts in the counter, he replied it's the exact same product however we completely disagree, it was the worst steaks we've ever purchased and prepared from the store, a total waste of money and embarrassment to serve. Store made zero concession, we expect to be refunded in full. Second major issue customer service from DJ: 1**** ****** **** ***** *********** ** ***** which was so bad on Jan 5th, I called customer service to provide full interaction which does not appear accurate in Fresh Market notes. Cashier DJ was the rudest person I've ever encountered in my life to the point of full customer harassment. Upon making a cup of coffee at the coffee bar, creamer was empty, asked for it to be refilled, cashier said there is no milk or cream in entire store, they do not provide it for coffee any more. Milk and creamer both in store, brought smallest single portion for coffee and told by DJ it can not be used for coffee. Customers should have it provided since the coffee station is there for purchase. DJ argued and would not stop insulting me when I asked him several times to stop talking to me, I just wanted to complete my purchase. He was yelling at me about losing his job and the store closing all the way out the door! Worst experience of a lifetime! Direct call on 01/05 - #*** * *********** ** ******* ****** * ************ * ******************* Happened around 12:28pm today. Transaction info 73 2 26 DJ (cashier) - He was being very rude to the guest and telling her that he hopes she has a job after leaving the store. He was going off on the guest

  Business response

  01/16/2023

  On January 5, 2023, the guest contacted our Guest Care department at our corporate office via telephone and spoke to a Guest Care team member. During this call, the guest never mentioned anything about being disappointed with a standing rib roast during Christmas. The guest only mentioned her encounter with a store team member about the lack of milk or creamer at our coffee station. Later that same day, January 5th, our assistant store manager left the guest a voicemail to return her call because our stores do not have external email capabilities. More than one attempt was made by our store team to reach the guest without any success or return phone call. We will be happy to resolve both issues for the guest if she will return our calls by contacting our *********** ** ***** ** ************** and speaking with Evan, our Store Manager. Thank you.

  Customer response

  01/18/2023

  I am rejecting this response as there is no receipt for refund provided attached to the statement received from the company. This location has serious customer service issues the last several months. Rib roast poor quality was revisited at the store location as previously described. Tall butcher, caucasian with light brown, short hair had a very poor attitude providing zero assistance. Store was visited this Monday January 16th, asked for manager to follow up complaint, was told Manager was not available.

  I do not appreciate being run around by Fresh Market, these are their issues to resolve, to continue taxing the customer giving them more things to do for rectification is not acceptable. Fresh Market should have provided refund at onset of complaint in store at the end of December. I expect a full refund check mailed to: ******* ****** **** ****** ******* ***** **** ***** ******* *****. Upon receiving full refund I will accept and close better business bureau filing.  

  When purchasing items this Monday with last very nice female cashier, the rude cashier next to us interrupts asking to come to his location. I replied "No, Im all set here" then rude cashier DJ says "Good I don't want to help anyone anyway" and laughs. What is wrong with Fresh Market allowing these antics to go on? Check your tapes to see whats going on here! 

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

  
  

  Business response

  01/23/2023

  Thank you for contacting The Fresh Market. We have attempted to address this guest's concerns multiple times without receiving any follow-up from the guest as requested multiple times. Even through our last response to the original BBB submission. Sadly, this store location, *********** **, is now closed to the public and the store management team is no longer able to assist her. Given this is the case, we do have a telephone number for the guest and we will contact her within the next 24 hours. I would like to mention that the telephone number she provided to us during the time of her initial call and the telephone number she submitted to the BBB are not the same. We will attempt to reach her at both numbers.

  We must be able to verify the original purchase for the rib roast before we can offer any refund or reimbursement. We will request this information when we speak to her directly. This will include the date of purchase and the form of payment (including the last 4 numbers of any payment card). 

  Additionally, with every contact the guest has made, she keeps adding information not previously provided. It would be beneficial if we could have been provided all of the information at one time. As mentioned on the telephone and through correspondence, the issue of poor customer service has already been addressed with the team members mentioned. In regards to her visit on January 16th and upon investigation, we believe that DJ was not intending to be disrespectful. Just trying to make a difficult situation (the closing of the store) a little better. 

  Thank you.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on 12/15/22 on Fresh Market's site for "party platters & catering" for my office X-mas party. Among other items, I placed an order for three lasagnas. On the site, it states that these platters are pre-made & delivered to the store, that "reheating" is required, & that instructions were "included". When I arrived to pick up my order on 12/19, I was given FROZEN lasagna. I immediately requested a manager and explained that I had placed an order for catering and did not purchase frozen food. She explained that ALL of their catering platters come this way and that many people make the same mistake thinking that they will receive prepared food like in their deli. I informed her that I would never have placed an order with them knowing I would be paying $165 for frozen food. I requested that the manager provide me with a store credit or at least provide the meal as complimentary. This is not "catering" and if I was to be provided with frozen food, there should be some indication on their website. The store manager refused to honor my request. I proceeded to call corporate & request a resolution. The corporate supervisor stated that I was "arguing semantics" by explaining that reheating did not imply I would be receiving frozen food & that she would not be providing me with a credit because their website states I needed to reheat the items. She offered no apology, no alternative solution, and was plain rude. I wound up walking out of the store without anything. I had to scramble to make last minute reservations at a restaurant during the incredibly busy holiday season. This is the epitome of POOR customer service. I frequently shop in their stores and was shocked at how little they cared about my situation. Further, if you look at other "hot" items on their site, they provide cooking times next to it so you know before you add to cart. Their lasagna, however, does not. There's nothing fresh about you Fresh Market. What a HUGE DISAPPOINTMENT.

  Business response

  12/22/2022

  We spoke to this guest on Wednesday, December 20th about her concern. Apologies were made by our Guest Care team and by our store team members. As the guest mentioned, our website specifically states that this product requires reheating which would indicate the product does not come ready to eat and heated. The guest asked the store team for a refund of her entire order, not just the lasagna. She was declined and to help make up for her misunderstanding, the store team went above and beyond and reheated the lasagna for her even though we aren’t supposed to do this. The guest called Guest Care while still in the store and again requested a refund for her entire $200 order. We declined to refund her the entire purchase price or to give it to her for free as her order contained many items, not just the lasagna. All of the other items were not in question. Even though the store team reheated the lasagna for her, the guest walked out without any of her items leaving us with prepared products.

  Customer response

  12/22/2022

   I am rejecting this response because:
  
  I spoke with customer service on MONDAY December 19, the day that my order was to be picked up. I suppose we are going to ignore the fact that I provided pictures of all other hot food items on the website showing applicable reheating instructions, none of which take 60-70 minutes of time, with the exception of your lasagnas, because this is the only item that you sell FROZEN, despite your website not stating this information anywhere.

  I will also clarify that I did not ask to be reimbursed for my ENTIRE order, so your claim is false. I requested to be refunded for only the lasagna which totaled $164.97. My receipt, which I have attached here, shows the order I placed was actually almost $400. I intended to pay for all the other items I had ordered because those arrived as would be expected.

  This response to my complaint further proves the lack of professional services displayed by your business. You couldn't even be bothered to fact check dates or receipts to make sure that your response was even accurate. 

*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. ↩