Complaints
This profile includes complaints for Dollar General's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 502 total complaints in the last 3 years.
- 153 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/26/2025
Type: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.
On 11/25/2025, I gave a cashier named REMOVEDon REMOVED$530 to load onto my Cash App card. The money was taken, but the deposit of $530 was input wrong I only received $430 deposit. The store manager counted the cashiers drawer and confirmed it was short $100, which matches the amount I was missing from my deposit. The manager claimed video showed nothing and offered no resolution.I contacted corporate and was told the store would contact me within REMOVEDand the issue remains unresolved.I am requesting a refund of the $100 that was taken from me. I have made multiple attempts to resolve this directly with the company with no success.
Business Response
Date: 12/03/2025
December 3, 2025
Better Business Bureau of Middle REMOVED
Attn: REMOVEDSharp
P.O. Box REMOVED
REMOVED
Case # REMOVED- Customer:REMOVED
Dear Ms. REMOVED
Thank you for notifying us of the complaint from our customer regarding loading a Cash App card at one of our stores in REMOVED, REMOVED.
After investigating this complaint, we were able to verify our customer returned to the store and her issue was resolved.
Our apology to our customer for any inconvenience. Thank you again for bringing this matter to our attention.
Sincerely,
REMOVED
End User Support Supervisor | Customer Care
REMOVEDInitial Complaint
Date:11/26/2025
Type: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 writing to report a concerning incident that occurred at the Dollar General location in REMOVED, REMOVED. I witnessed this firsthand and feel it needs to be addressed to ensure respectful treatment of all customers, especially elderly individuals.On 11/25 at 2:45pm I was standing directly behind my elderly grandfather at the REMOVED. He was purchasing tobacco products when the cashier (Female) asked for his REMOVED. My grandfather immediately pulled out his wallet and showed her his REMOVEDclearly. In response, the cashier said in a rude and dismissive tone, Nope, you have to take it REMOVEDgrandfather explained that other Dollar General locations allow the cashier to type in the birthdate without requiring elderly customers to physically remove the REMOVEDcard. The cashier refused and repeated that he needed to take it out. Because removing the REMOVEDfrom his wallet is physically difficult for him, he chose to walk out.What happened next was even more concerning. As I was being checked out, the cashier and another employee began openly talking about my grandfather in front of me and other customers. A Male employee asked, Is he being a jerk again? and they continued making comments about him. The cashier then said, He can take it up with corporate, all while knowing I was his family member.The entire interaction felt disrespectful, unprofessional, and unnecessary. My elderly grandfather is clearly well over 21, and regardless of REMOVEDpolicy, there is no excuse for employees to speak rudely to a customer or make negative comments about them in front of others.I am requesting that this matter be addressed with the employees involved and that the store is reminded of appropriate customer service standards, especially when dealing with elderly (Veteran) individuals who may need extra patience and respect.Thank you for taking the time to review this. I hope steps can be taken to ensure situations like this do not happen again.Sincerely,REMOVEDBusiness Response
Date: 12/05/2025
December 5, 2025
Better Business Bureau of REMOVED
Attn: REMOVEDSharp
P.O. Box REMOVED
REMOVED
Case # REMOVEDCustomer: REMOVED
Dear Ms. REMOVED
Thank you for notifying us about the recent complaint regarding a visit by our customer and her grandfather to our Ovid, NY store.
Upon receiving this complaint, I partnered with our district manager, who promptly attempted to contact the customer to apologize for their experience and address her concerns. While he was unable to reach her directly, he did leave his name and contact information. We hope that when she returns his call, we will have the opportunity to resolve her concerns fully.
We are confident that we have taken all reasonable steps to address and resolve this matter. Thank you again for bringing it to our attention.
Sincerely,
REMOVED
End User Support Supervisor | Customer Care
REMOVEDInitial Complaint
Date:11/25/2025
Type: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.
Dollar General in REMOVEDhad $10.00 on the shelf but the register rang up $10.95Business Response
Date: 12/03/2025
December 3, 2025
Better Business Bureau of Middle REMOVED
Attn:REMOVEDSharp
P.O. Box REMOVED
REMOVED
Case # REMOVED- Customer: REMOVED
Dear REMOVED:
Thank you for notifying us about the recent customer concern regarding an item pricing at one of our REMOVEDMO stores.
Upon receiving this complaint, our District Manager promptly contacted the customer to address and resolve the issue. Additionally, the District Manager provided her direct contact information and encouraged the customer to reach out with any future questions or concerns.
We believe this matter has been thoroughly investigated and appropriately resolved. Thank you again for bringing this to our attention.
Sincerely,
REMOVED
End User Support Supervisor | Customer Care
REMOVEDInitial Complaint
Date:11/24/2025
Type: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 had a fall on 9/6/2025 at store located at REMOVED. I was contacted by adjuster REMOVED. He advised me that he would need to review the incident recording and would be back in touch with me. After a couple weeks I reached back out to him and he advised me that the tape had been reviewed and that once I was completed with my treatment and ready to settle to send all of my medical documents and bills via fax. I faxed all of the documents on or around 11/10/25. I called Mr. REMOVEDto see if the documents were received and if there was anything else that was needed from me. He has not returned my call , I have also left several messages for his supervisor and still have not received a call back.Business Response
Date: 11/27/2025
November 27, 2025
Better Business Bureau of Middle REMOVED
Attn: REMOVEDSharp
P.O. Box REMOVED
REMOVED
Case # REMOVEDCustomer: REMOVED
Dear Ms. REMOVED
Thank you for notifying us of the complaint from our customer regarding an injury claim she has filed with our REMOVEDteam.
Upon receipt of this complaint, we promptly conveyed the information to her designated claims representative. It has come to our attention that he has made repeated, yet unsuccessful, attempts to establish contact with her.Accordingly, we respectfully request that she continue her efforts to communicate with him directly by telephone at her earliest convenience, Monday-Friday 8am 5pm CST.
We are confident this matter was appropriately reviewed and addressed. Thank you again for bringing this matter to our attention.
Sincerely,
REMOVED
End User Support Supervisor | Customer Care
REMOVEDCustomer Answer
Date: 12/03/2025
I spoke with REMOVEDon Monday and asked what messages did he leave or what phone did he call . He left no messages on my phone , but we spoke briefly about my claim . He then gave me an offer and I denied that one , after reviewing the medical bills that were sent to him , there were a couple he left out . I then called him back and he seemed to find one of them but is still disputing paying for the first bill which was over 9k. I called the hospital to confirm if he was correct and was told that he was not and that I am still responsible for the bill due to this being an injury at dollar general my insurance is refusing to cover the bill . Therefore dollar general is responsible for paying this bill . I called him back several times and left several messages with no response from him .Customer Answer
Date: 12/03/2025
At this point if Mr REMOVEDwill not accept my calls I would like a supervisor to contact me asap . If I cant hear from anyone I will seek legal counsel .Initial Complaint
Date:11/24/2025
Type: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.
I have been calling since halloween trying to resolve an issue with a product I purchased from them. Every time I am told the district manager will call you back within 24 hours and they have yet to call me!!! I purchased chocolate from them and it was WHITE. Not slightly discolored but disgusting and white. I contacted REMOVEDwho stated the product was stored improperly and to contact the store where i purchased it. They simply refuse to contact me and stand behind their product. I have pictures of the disgusting product they think was acceptable to give to children.Customer Answer
Date: 11/24/2025
It is the store located on REMOVEDin REMOVED, REMOVEDBusiness Response
Date: 12/03/2025
December 3, 2025
Better Business Bureau of Middle REMOVED
Attn: REMOVEDSharp
P.O. Box REMOVED
REMOVED
Case # REMOVED- Customer:REMOVED
Dear Ms. REMOVED
Thank you for notifying us of the complaint from our customer regarding products purchased at our store in REMOVED, REMOVED.
Upon receipt of this complaint, we were able to verify our District Manager was able to contact our customer to apologize for the inconvenience and to resolve her complaint.
We believe this complaint was appropriately investigated and addressed. Thank you again for bringing this matter to our attention.
Sincerely,
REMOVED
End User Support Supervisor | Customer Care
REMOVEDCustomer Answer
Date: 12/04/2025
Complaint: 24174431
I am rejecting this response because:
The district manager was incredibly rude and dismissive!!!! It took SEVEN phone calls to their supposed customer service to receive a call back from the district manager nearly a month later!!!! He denied there was an issue with the product which I offered to send him the pictures. He said he didn't need them. Clearly he could not care less about this issue.
Sincerely,
REMOVEDBusiness Response
Date: 12/12/2025
December 12, 2025
Better Business Bureau of Middle REMOVED
Attn: REMOVED
P.O. Box REMOVED
REMOVED
Case # REMOVED- Customer:REMOVED
Dear Ms. REMOVED
Thank you for notifying us of the rebuttal from our customer regarding her complaint about products purchased at our Melvindale, REMOVEDstore.
Upon receipt of this rebuttal, I shared our customers comments with our Regional Director, who attempted to reach out directly to address her concerns.Unfortunately, he was unable to speak with her but did leave his name and contact number. He looks forward to speaking with her when she returns his call.
Thank you again for bringing this rebuttal to our attention.
Sincerely,
REMOVED
End User Support Supervisor | Customer Care
REMOVEDCustomer Answer
Date: 12/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and not sure why they're saying they couldn't contact me. I spoke with the regional manager who was much nicer than the district manager and resolved the issue in our first phone call.
Sincerely,
REMOVEDInitial Complaint
Date:11/19/2025
Type: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 went to the store in REMOVEDand when I used the distilled white Vinegar at Dollar General I saw some clear visible things inside my distilled white vinegar that did not belong in there, .When I tried to take back the distilled vinegar to Dollar General in REMOVEDthe store clerk on Friday, November 14, 2025 said that I spoke with was not a manager told me even if I have a receipt for my distilled white vinegar I could not exchange my white distilled vinegar for another white vinegar I could only pay for another bad type of white vinegar which I already had in my possession and did not want to buy another white distilled vinegar because the white vinegar I bought gave me a stomach ache and I could not eat anything at all after I took some and drank only one teaspoon of liquid from the white distilled vinegar from Dollar General in REMOVED. I left the store due to the fact the clerk on Friday, November 14, REMOVEDthe bottle.Business Response
Date: 11/30/2025
November 30,2025
Better Business Bureau of Middle REMOVED
Attn: REMOVEDSharp
P.O. Box REMOVED
REMOVED
Case # REMOVEDCustomer:REMOVED
Dear Ms. REMOVEDyou for notifying us of the complaint from our customer regarding a visit to one of our stores in REMOVED,REMOVED.
Upon receipt of this information, we partnered with our district manager who responded she was able to speak with our customer at which time she apologized for her in-store experience, and she also resolved her complaint.
We are confident this matter was appropriately addressed and resolved. Thank you again for bringing this matter to our attention.
Sincerely,
REMOVED
End User Support Supervisor | Customer Care
REMOVEDInitial Complaint
Date:11/18/2025
Type: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.
The digital coupon team does not respond to complaints/inquiries. I sent an email on 11-2-25 (see below pic) requesting a refund of coupon errors. They used to send gift card for redemption amounts. Now their website will not even allow a complaint to be filed, so I can only send an email to which there was no response. Dollar General did block my IP address for a while causing issues as well, but I can at least still shop using my phone. The advertised price was on the shelf at $9.00 for REMOVEDsoft. I was charged $12.35. I also had a digital coupon of $1.40 to which only .40 was taken off. The outstanding difference is $4.35.Business Response
Date: 11/22/2025
November 22, 2025
Better Business Bureau of REMOVED
Attn:REMOVED
P.O. Box REMOVED
REMOVED
Case # REMOVEDCustomer: REMOVED
Dear REMOVED:
Thank you for notifying us of the complaint from our customer regarding concerns he has communicating with our us regarding his digital account.
Upon receipt of this complaint, we partnered with a REMOVEDSpecialist and were advised:
They received the customers email on 11/2 and responded on 11/10 asking for more coupon information. The team has not received a response.
On 11/2 our customer purchased Angel REMOVED16 Mega Roll.
The SAVE $1.40 off any ONE (1) package of Angel REMOVEDBath Tissue, 8 Mega Roll coupon was clipped to his account. However, it did not apply as the customer purchased 16 Mega Roll.
The SAVE $2.00 off any One (1) package of Angel REMOVEDBath Tissue, 16 Mega Rolls coupon was valid at the time of the purchase. However, the customer did not clip the coupon until 11/8. Six days after the purchase.
The item is normally $12.35 but was on sale for $11.95. That is the $.40 Discount the customer sees on the receipt.
In addition, to address another of the customers complaint, REMOVEDdoes not block IP addresses.
We apologize to our customer for any coupon application confusion we and believe this matter has been appropriately investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,
REMOVED
End User Support Supervisor | REMOVED
REMOVEDCustomer Answer
Date: 11/24/2025
Complaint: 24163439
I am rejecting this response because: No email was ever received as a response to my inquiry. There is a plentiful history of coupon errors and emails addressing them in the past. As stated in the complaint. Dollar General was very good about fixing errors early on, but since my IP address was blocked, I can not even enter any information on their website. I can only contact them via email. I do not know why I did not receive an alleged response on the 10th.
Sincerely,
REMOVEDBusiness Response
Date: 12/06/2025
December 6, 2025
Better Business Bureau of REMOVED
Attn: REMOVED
P.O. Box REMOVED
REMOVED
Case # REMOVEDCustomer: REMOVED
Dear Ms. REMOVED
Thank you for notifying us of the rebuttal from our customer upon receiving our response to his complaint regarding concerns he has communicating with our REMOVEDteam regarding his digital account.
To ensure our customer knows our team did reply to his 11.2.2025 email, respectfully I am including the customers email and our 11.10.2025 response.
Sent Email2025-11-10 06:49:58
Subject: Copon Failure
From: REMOVED<REMOVED>
To: REMOVED
Hello REMOVEDand thank you for contacting Dollar General. We are sorry to hear you did not receive the savings as expected.
To investigate further, please provide the coupon description. Once received, please allow 1-4 business days to respond with our findings.
We appreciate your patience and look forward to hearing from you!
Best regards,
Dollar General Customer Support Team
On Sunday 02, November 03:22:26 PM CST, 'REMOVED<REMOVED>' wrote:
If this email address is even monitored anymore, because the website for posting concerns is totally bogus. None of those links work. I have an issue with today's purchase that the digital coupon was not applied correctly nor the shelf discount. Yes I did approach the associate at the counter and they were busy lined up with five people so they could not help me and would not. The REMOVEDsoft tag on the shelf said $2 discount which made it $9 and I had a $1.40 off digital coupon. Only $0.40 was taken off.
We again apologize to our customer for any coupon application confusion and believe this matter has been appropriately investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,
REMOVED
End User Support Supervisor | REMOVED
REMOVEDCustomer Answer
Date: 12/08/2025
Complaint: 24163439
I am rejecting this response because:
This is simply NOT what happened. I have included the first Dollar General response to the complaint and the original receipt.
"Dear Ms. REMOVEDstyle="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
Thank you for notifying us of the complaint from our customer regarding concerns he has communicating with our us regarding his digital account.
Upon receipt of this complaint, we partnered with a REMOVEDSpecialist and were advised:
They received the customers email on 11/2 and responded on 11/10 asking for more coupon information. The team has not received a response.
On 11/2 our customer purchased Angel REMOVED16 Mega Roll.
The SAVE $1.40 off any ONE (1) package of Angel REMOVEDBath Tissue, 8 Mega Roll coupon was clipped to his account. However, it did not apply as the customer purchased 16 Mega Roll.
The SAVE $2.00 off any One (1) package of Angel REMOVEDBath Tissue, 16 Mega Rolls coupon was valid at the time of the purchase. However, the customer did not clip the coupon until 11/8. Six days after the purchase.
The item is normally $12.35 but was on sale for $11.95. That is the $.40 Discount the customer sees on the receipt."
The facts are these: The shelf tag stated a $9 sale price for the item purchased, NOT $11.95. The discount of .40 was only applied as a store discount, NOT a digital coupon. It is possible that the $1.40 coupon did not apply here, however the $3 difference is not even addressed by the response. The $2.00 coupon is not in dispute, and was clipped for a later purchase. It was the $9 shelf tag not applied on site, and no manager was available to solve the issue on site as I stated, or we would not even be having this conversation. $12.35 - $9.00 = $3.35 I will concede the $1 difference on the coupon. That leaves a refund of $3.35. Consider why I would make any of this up to pursue such a trivial amount. It is the principle of the matter, which I have already stated in my complaint that Dollar General has a long history of violating coupons and deal offers. I have sent over a dozen complaints in 2025 alone, most of which were handled and refunded correctly.
Sincerely,
REMOVEDBusiness Response
Date: 12/13/2025
December 13, 2025
Better Business Bureau of Middle Tennessee
Attn:REMOVED
P.O. Box REMOVED
REMOVED
Case # REMOVEDCustomer: REMOVED
Dear REMOVED:
Thank you for sharing the customers response regarding his recent complaint.
To ensure his basic item pricing concern is properly addressed, we will be mailing him a gift card to cover the price difference he noted. We ask that he please allow up to two weeks for the card to arrive.
We appreciate the opportunity to serve our customer,and we appreciate you bringing this matter to our attention.
Sincerely,
REMOVED
End User Support Supervisor | REMOVED
REMOVEDCustomer Answer
Date: 12/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Sincerely,
REMOVEDInitial Complaint
Date:11/18/2025
Type: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.
Dollar General REMOVEDI went to the Dollar General 11-3-25 at 3:37 pm and Bought an 18 pack of REMOVEDLight it was stated on the door Price Break $11.95 but I was charged $15.50 with a total of $16.59. I spoke with the cashier and she stated that she had to get the manager. The manager came up and said oh they tried to take the sticker off but they only removed half of it. I stated no there is a big sign on the door, and took a picture of it. I have emailed Dollar General with no response with pictures of receipt and signs. The price is a $5 difference.Business Response
Date: 11/29/2025
November 29, 2025
Better Business Bureau of Middle REMOVED
Attn: REMOVEDSharp
P.O. Box REMOVED
REMOVED
Case # REMOVEDCustomer: REMOVED
Dear Ms. REMOVED
Thank you for notifying us about the pricing concern raised by our customer at one of our Cocoa, REMOVEDstores.
Upon receiving this complaint, we immediately requested our District Manager to follow up with the customer to address and resolve the issue. Once we receive confirmation that the matter has been resolved, we will submit a final response.
We sincerely apologize to the customer for any inconvenience this may have caused and appreciate your assistance in bringing this to our attention. Our goal is to resolve this as quickly as possible.
Sincerely,
REMOVED
End User Support Supervisor | Customer Care
REMOVEDCustomer Answer
Date: 12/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, REMOVEDsent me a gift card to my home address.
Sincerely,
REMOVEDInitial Complaint
Date:11/17/2025
Type: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 so tired of the Dollar General digital coupons not working. I hardly shop there anymore because of this. They put coupons in the app but when you get to the store they wont work. I even tried using it online this time. Then you have to call them and its not worth the amount of time you have to spend on the phone with them. Then you have to wait several weeks for them to mail you a Dollar General gift card that you cant use coupons with because they dont work. This has been going on for years and Im done with it.Business Response
Date: 11/27/2025
November 27, 2025
Better Business Bureau of Middle REMOVED
Attn: REMOVEDSharp
P.O. Box REMOVED
REMOVED
Case # REMOVEDCustomer: REMOVED
Dear Ms. REMOVED
Thank you for notifying us of the complaint from our customer regarding her digital coupon account.
Upon review of the account information and consultation with one of our digital specialistswe were unable to locate a Same Day Delivery order associated with our customers account. If she has an order confirmation or screenshot showing this, we would like her to please share it so we can review further.
We also confirmed our customers in-store purchase on 11/17, the day after this complaint was submitted, where one item was adjusted from $11 to $1 as a courtesy.
Regarding the Dove coupon, the offer was:
Buy ONE (1) Dove Men+Care 30oz or Axe 32oz, Get ONE (1) Dove 20oz+ Body Wash 50% Off, of equal or lesser value (excludes Dove 11oz Body Wash, Trial &Travel).
Based on this, it appears the coupon may not have applied as expected due to the specific product requirements.
In addition, our customers should be able to use a gift card to pay for an in-store purchase where coupons have been used.
If our customer has any additional documentation or questions, we respectfully request she reach out to our REMOVEDteam via the REMOVEDon our web site and we will be happy to review further. Our goal is to ensure our customers have a clear understanding of the offers and policies, so they enjoy the best possible experience.
We are confident this matter was appropriately addressed and resolved. Thank you again for bringing this matter to our attention.
Sincerely,
REMOVED
End User Support Supervisor | Customer Care
REMOVEDInitial Complaint
Date:11/17/2025
Type: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.
I made a an internet order for delivery. The order was cancelled the next day by dollar general and a refund of $34.95 was given. My order and the amount taken from my account was $45.63 so I contacted them by phone to let them know I was owed the difference of $10.68. I was told that my claim would be looked into and within 23 hours I would receive an email. I did not receive any email. They did take the refund of $34.95 from my account. I just suspected that they took it back until they could verify my claim but they didnt. I called them back 3 times finally I was told I would get an email that day. The email said that the $34.95 was because some of the items I ordered were out of stock. That makes no difference because I was still charged $45.63 for everything that I ordered. So now since they took back there incorrect initial refund of $34.95 I have not been refunded nothing. I want every REMOVEDI was charged $45.63 refunded. I have my bank records to prove my claim.Business Response
Date: 11/22/2025
November 22, 2025
Better Business Bureau of REMOVED
Attn: REMOVED
P.O. Box REMOVED
REMOVED
Case #REMOVEDCustomer: REMOVED
Dear Ms. REMOVED
Thank you for notifying us of the complaint from our customer regarding a Same Day Delivery (SDD) order placed on 11/9 to be delivered 11/10.
Upon receipt of this complaint, we reached out to a REMOVEDSpecialist who advised:
Our customer placed a SDD order on 11/9 to be delivered on 11/10.
When the order was shopped by the dasher on 11/10 several of the items were out of stock. The customers total went from $45.63 to $34.95.
The order was then cancelled around 2-3 hours later by REMOVEDand the customer was refunded $34.95.
The $45.63 was a preauthorized hold for when the order was placed. This generally falls off 3-7 business days but will always depend on the customers banking institution.
This information was conveyed to our customer on 11/12. Our customer did not agree with response.
As the $45.63 was only a preauthorized hold the customer would not see this refunded on their statement. The hold would just fall off.
Dollar General has verified our customer was not charged $45.63 and a refund of $34.95 was issued.
Customers order was refunded Monday 11/10 the day before the Veterans Day holiday so the first business day would have been Wednesday 11/12.
Customer should see the refund of $34.95.
If our customer still does not see the $34.95 refund, we respectfully suggest she reach out to her banking institution.
We apologize to our customer for any inconvenience and believe this matter has been appropriately investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,
REMOVED
End User Support Supervisor | REMOVED
REMOVEDCustomer Answer
Date: 11/24/2025
Complaint: 24138483
This matter has been resolved but I do not agree with this statement made by REMOVED. When I called originally about the refund price difference I was told to call back in 24 hours if I didnt see a correct refund. I called DG back 2 days later because it was a holiday the day after because it wasnt corrected and the original refund taken from my account all together. Only then was I told that the $45.?? would be corrected to $35.?? And the refund of $35.?? would be issued. I told them I have been disconnected 3 times and I just need this nightmare resolved and that I would give it another couple of days. Your (DGs) response to my complaint seems to put the blame on me. I dont understand why you (DG) didnt deliver any of the items I ordered if only a couple were out of stock. I am so glad this has been resolved and I or no one I know will make the mistake I made of trusting DG in there bank account. If you all hadnt taken away the original refund it wouldnt have looked so shady. Blame yourselves and your way of doing business not your customers.
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