Complaints

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.

• Initial Complaint

  Date:04/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am rejecting this response because:
  The information provided is not accurate.   I did pro ide a photo showing the Prep naturals stamped.on the bottom.  If the company wants to make it right they can replace the items or provide their offered gift card and.know that it should include any costs for shipping and handling.  I don't understand why they would not just replace the items.  Thanks.  I am responding to their email.  I received  no phone message from their co.pany or l would've returned their call.

  Business Response

  Date: 04/29/2025

  I attempted to reach the customer by phone on 4/25 and 4/29 but was unable. I sent an email today asking for more information the product so that we can make this right. I did locate the case, and the agent had asked for more information as we were unable to determine the product and if it was our private label or a national brand. I did offer a gift card to make this right for the customer.

  Customer Answer

  Date: 06/11/2025

   
  I am rejecting this response because:
  

  Nothing has arrived.  We are talking about since April. They have promised a check since end of April.  

  
  

  Business Response

  Date: 06/11/2025

  The check was mailed on 5/30 and I let the customer know that it was mailed. Unfortunately, the customer did not receive it so we cancelled it and asked to expedite a new one. I have the check in check now and it is being mailed today. I will follow up with the customer to ensure it was received. Thank you!

• Initial Complaint

  Date:03/04/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

  Business Response

  Date: 03/19/2025

  ******* attempted to contact the customer on 3/11 and again today on 3/19 after returning from vacation. It is not allowing the option to leave a voice message so I have emailed the customer and added a $25 credit to their *** card so that it deducts off their next order. 

• Initial Complaint

  Date:12/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have been an Instacart shopper since 2020 and have shopped for and delivered over ****** customer orders. Some time in August of this year I noticed that I had stopped receiving offers from Instacart to shop in Harris Teeter stores, though the app still showed the stores as being busy and in need of shoppers. I called *********************** to inquire and was given false empathy and assured that I would see orders soon, but no other explanation. A few days later I found an unread email that I received from Instacart telling me that I have been banned for giving discounts to customers that they are not entitled for. I am shocked by this since I do not even personally have a Harris Teeter Loyalty card and as a shopper who receives the majority of her pay from customer tips, I would have absolutely no incentive to give an additional discount to begin with! My first thought was that the check out person at some time unknown to me gave the order a senior discount (I am 61 years old with grey hair) as I did once catch a young clerk doing this without asking if I qualify. Clearly this should be the responsibility of the store employee since I make all cashiers aware that I am shopping for ********* before they even begin. I just found out today through a Reddit search that I am by far not the only shopper affected by this error on Harris Teeters part. Please advise **** how this can be resolved for me as it is terribly affecting my income potential! Thank you.

  Business Response

  Date: 12/20/2024

  ******* spoke to this customer on 12/20. We do not have any record of contacting ********* to ban her from shopping orders in our stores so we are investigating where this direction came from. ******* ****** is forwarding us the email and we will reach out to Instacart to get more information on this concern.

• Initial Complaint

  Date:09/27/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

  Business Response

  Date: 10/03/2024

  I was able to speak with the customer on 10/2 and apologized for the experience. During that time, we should have more registers open, so I did escalate to our operations team to ensure we are staffed properly to ensure our customers do not have long wait times. We do not have a way to refund except at store level; however, I did send the customer a ************************** e-gift card. I did offer to set up a loyalty card for the customer; however they declined.  The cashier did not ask for the loyalty card and this will be addressed as well. 

• Initial Complaint

  Date:08/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  8/10/2024. Harris Teeter employees were told to get on a 12+ foot ladder on top of customers with no PPE. They then proceeded to TEAR (rip) down the AMERICAN FLAG and all flags of our Armed Forces.

  Business Response

  Date: 08/13/2024

  ******* Reader contacted the customer on 8/13. I spoke to the customer and explained that we are aware of the concern and have spoken to the district manager and they confirmed the flags were removed for cleaning and will be put back up. They will address and investigate how it was handled and ensure that associates are following proper procedures regarding flags. 

• Initial Complaint

  Date:06/22/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Harris Teeter advertises various products at a sale price - in my instance it was a 12-pack of Sprite at $5.99. When you check out, the actual price is $10.99. When questioned, the sales person says you must buy three 12 packs to obtain that price. Returned to display, knelt to floor level ad, and saw that this was disclosed in very small letter that were not visible when standing. Deceptive and, in my instance, UDAAP.

  Business Response

  Date: 07/11/2024

  ******* spoke to **************** on 7/2.  He stated the verbiage on the sign was small and was also on the bottom shelf. **************** also provided pictures. Since the customer did not see the verbiage he was charged full price.  I reached out ot our Merchandising team and signage team and they are looking into options to make this more clear. This is a deal we have ran a few times over the last four years and have not received any complaints on it. We cannot increase the size of the tags; however, we are looking at a way to make this more visible and prominent for future offers. I also issued a $25 credit to ******************** VIC card for the inconvenience and as a thank you for bringing this concern to our attention. At this time no changes have been made; however, it is something that is being looked at for future promotions.

• Initial Complaint

  Date:05/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  t my turn how about opening up another register and ringing me up? Why do you treat a person paying with cash like a second class citizen? How about having at least one register that is cash only? Just a suggestion although I dont think anything will change. Very poor customer service.

  Business Response

  Date: 05/07/2024

  ****** spoke to customer on 5/3.  Customer said #*** is within walking distance.  He does not go to the store often but will go when we are having a good sale or in response to the promos we are having.  He said that he prefers ******* because they seem to have more help and the front end seems to have better flow which makes it easier to checkout.  At HT, he often finds that there are not enough lanes open or our SCO's are down are not accepting cash.   We discussed the incident that occurred on 5/1.  On this visit, 2 of the 3 cash accepting SCO lanes were unavailable.  This left only 1 lane available for customer to use.  Also leading to the frustration was the fact the the SCO's seemed not to be manned and when he did speak to an associate they did not assist the customer. 
  

  I apologized to the customer for his experience and thanked him for his feedback.  I let him know his comments would be shared with senior management and the incident would be reviewed.    ******** said he would like to see some changes in the store as far as more help and more working equipment. He does not intend to stop shopping there but would like it to be a little easier to shop. I offered the customer a good will gesture and he accepted. 

  NOTE:  As of 5/7/24,  ****** was able to review register logs and see that SCO lanes #***. #***, and #*** all all accepting cash as a payment method throughout the day. 

  
  
  
  
  

• Initial Complaint

  Date:04/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 sent this msg to the company after a staff member blocked the check out machine i was using to buy food with my healthy benefit card, otc this company is segregating african american/blacks from others when placing orders, ordering sandwichs, cakes and ect they tend to make certain people wait longer and tend to make their food different less ingredients , give old fixings and raise the price I called the 800 and someone was supposed to be called me and explain to me why my otc ,healthy benefit card was not working at the ******** nc location Kroger ***** Harris Teeter which takes the card the chain of stores are bias that are running customers away to buy else where to have them running to every store in town then they will have their staff lie about taking the card when every store takes these cards the store also provokes certain people with their bad attitude's and store help to have them circling aisles ********************************** 4 or 8's push their carts extremely fast then stand with their backs turned on a angle to have others in the store do silly things behind them i find much to be wrong with this store but great thing its cameras running

  Business Response

  Date: 05/06/2024

  Upon receipt of the concern on I attempted to call the number above to speak to the customer. Unfortunately, I receive an error when calling this number. I sent an email on 4/30; however, I have not received a response. Once I make contact with the customer, I will let them know that currently we do not accept these cards; however, we are working to hopefully take them later this year. I would also love the opportunity to address other concerns they mentioned.

   

  Thank you,

  
  ******* Reader

  Head of Customer Relations

  **********************.

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

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

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am rejecting this response because:
  

  I have reviewed response to my complaint. While I do not accept this was a total satisfactory response to all issues but because I accept some of it I accept.

  Ms ******* FAILED to mention how long it takes several times to get their mistakes corrected!

  When unresolved issue one wk then another next wk then another not taken care of it's too confusing when not taken care of in a prompt manner!

  I also requested someone not as busy to be assigned for my emails, SAME PERSON, but she did not give me that option! That's a fair request when considering how many mistakes most every wk for over a year they should be happy to give me that option. Some times contact form does not respond I always check spam.

  I'm not buying groceries from Instacart. Groceries come from Harris Teeter! They should had gone back how they use to do if there were going to be continued mistakes Instacart makes ALMOST EVERY WK FOR OVER A YEAR!

  They could do better if they listened to suggestions. They also changed where we no longer see what is delivered UNTIL after it arrives not knowing if they are sending correct items until it gets here when most my orders I consider large where it's too difficult at times to check items before the delivery person leaves!

  Credits/refunds are NOT always in a timely manner! ***** later is not acceptable for senior that they know it's too confusing when too much time goes by. They use to have their employees do shopping and just about all were correct! They should never changed from that! I purchased 30+ years most of groceries from them! More complaints one year than all other years put together should had put a red flag to them when Instacart mistakes started/kept happening. I rather them be correct than to have to deal with refunds/credits with all it puts me through. Ms ******* is GREAT she's just too busy.

  
  rices not given, orders wrongly cancelled, not given senior discount, etc. They use to show what items were to be delivered BEFORE they arrived where I could tell BEFORE they get here if wrong items are being sent but they stopped doing that which makes it more difficult to know until after they leave which ones they got wrong or out of stock which determines how much tip I give them in person. I'm a senior with MANY serious health issues including severe pain! I have a disabled vet husband I have to help which is not Harris Teeter's fault but it is their fault for not permanently resolving these SAME issues that add stress and frustration to my life! When I don't hear back promptly over a mistake I let them know about I will forget or get confused about it.I have shopped most of my groceries from them for OVER ***************************************************** the last year than all other years put together! There's been a few good shoppers so I am not complaining about all of them!

  Business Response

  Date: 08/25/2023

  I have received ********************* emails and we have always issued credits and refunds for the breakdowns. We have also shared this feedback with our contacts at Instacart as the shoppers are Instacart employees and not Harris Teeter employees. We are aware of service issues with Instacart shoppers and are working with Instacart to address these as they happen and have asked Instacart to remove shoppers who have consistent complaints. I have issued a $200 credit to the customer and will continue to issue credits/refunds as the breakdowns happen. Unfortunately we cannot guarantee that further breakdowns will not happen but will handle these accordingly. Internally we have opened our first fulfillment center for Harris Teeter delivery and are working on a second location to open in ****. Eventually we hope to have our own associates handling deliveries for our customers.