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Business Profile

Convenience Store

Crosby‘s

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Convenience Store.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:10/04/2024

    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.
    So the crosby’s in lockport is the head quarters of the crosbys’s store i am filing the complaint about which is in scio, ny. I went in to the scio, ny crosbys store to get a cappuccino there was 3 employees working at the time and the machine was not pouring anything out not even water. I asked 1 of the employees if they could fix it 2 of the male employees walked over and said it must be out and they didnt know how to fill it or even open the machine. They then proceeded to ask the female employee if she new how to open it. The female employee showed them how to open the door of the machine and they said oh its not empty its clogged and proceeded to tell me i didnt want any of that and to my knowledge no one fixed it and i left and went to a different store… my question is do they really not train tgere employees how to fix such a simple issue with this machine or do they hire lazy workers only… this happened on friday october 4 2024 at approximately 5:00 pm

    Business Response

    Date: 10/18/2024

    Good Morning ******, Thank you for taking the time to reach out with your feedback.
    We apologize for the inconvenience you experienced at our Scio, NY location on
    October 4th. It sounds like there was an issue with the cappuccino machine. Upon investigating the incident, we found that the machine
    was indeed clogged. However, this issue has since been resolved. To prevent
    similar occurrences in the future, I have requested additional training for
    the staff at that location on machine maintenance and troubleshooting. We value your feedback and appreciate you bringing this
    matter to our attention. For the inconvenience, I have added a "Free Any Size Coffee" reward to your My Crosby's Rewards account. You can redeem it at any location within the next 90 days.  Thank you for being a valued Crosby’s customer. Please don’t hesitate to reach out with any additional questions or concerns. Best Regards, Rachael 

    Customer Answer

    Date: 10/18/2024

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

    Regards, 

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

  • Initial Complaint

    Date:12/20/2022

    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.
    So I went and got gas at the Crosby‘s on December 10 at approximately 1:30 PM I pulled up to pump six put my car in went to start pumping gas and it wasn’t working so I hit the cancel button on the card reader the screen went white nothing was working I took the pump hung it up a bunch of times nothing was happening after about a minute I went to a different pump which was pump three I proceeded to get my gas At pump three had no problem about two hours later I noticed an extra charge on my credit card for 126.98 so I went into Crosby‘s right away tried to get it taken care of the employees gonna do nothing and I talk to a manager they didn’t know what to do they called the district manager the district manager said she’ll come in in the morning and look at the cameras to see what’s going on she looked at the cameras and said she could see that I pulled from pump six and went to pump three She said a couple minutes later a white car came and try to get gas and they were trying to get gas in the pump wasn’t working so they went to a different pump she then said Another vehicle pulled in and got gas at the pump about 15 minutes later The pump malfunctioned and charged my card I’ve been trying to get a hold of corporate they will not give me a call back I’d like this to get resolved and get refunded for the $126.98 Before my credit card statement comes in so if we can please get this resolved ASAP thank you

    Business Response

    Date: 01/09/2023

    I belatedly received a copy of a complaint from ****** ****** who according to the letter had an issue at a Crosby's but did not indicate which one.  **** ********* ****. is the Motor Fuels Distributor for the Crosby's stores,- **** ********* has been standing behind its products and customers since 1922 and makes every effort to achieve our customers' complete satisfaction.   I had been in communication with the customer, he called the corporate office six days after the incident occurred.   Mr. ****** indicated that he had difficulty using his credit card at one dispenser, received no fuel, and went to another dispenser where he did get fuel.  A few hours later he discovered two transactions on his credit card account.  I requested a review of our DVR, which took a few days to process.  Upon examination of the video we saw two black trucks purchasing fuel at the dispensers in question, but they did not seem to be the same truck.  We instructed the customer to dispute the charge with his credit card company, which is the normal procedure.  We do not have access to his credit card account for security reasons and could not issue a credit.  Unfortunately, his credit card company denied his request.  When we were informed of this, we started the reimbursement process for the customer and will be sending a check to cover the second purchase of fuel. Sincerely, Marti S******** Executive Administrative Assistant 

Crosby‘s is NOT a BBB Accredited Business.

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