ComplaintsforAlbertsons

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  So recently, I had placed an order to have my groceries delivered, and I called customer service indicate to them that my order did not get Delivered I was told that I was gonna get a Refund and I was told to wait 48 hours and I should receive the refund. I got an email indicating that my refund was declined because my order was already refunded. My order was not refunded at all and I called customer service and they said I had to wait 3 to 5 business days in order for me to to receive any type of refund because they have to escalate it and I told her I needed my money back because my EBT money and the money that I had is not my fault that my order did not get delivered. **************** is not helpful at all and they did not even offer me a redelivery. I asked him if there was a way possible to do something on their part or refund me the full amount and they told me no also, I told him that I had a coupon of the code save 20 that was not honored. They told me That their tools are limited to several supervisors and they were not even Helpful as well they told me I had to wait for the escalation department in order to get my money back. I got an email saying that my Refund was denied. I need this to be resolved as soon as possible. This is such an inconvenience.

  Business response

  08/17/2024

  Greetings *******************: 
  
  We are sorry to hear that a delivery order you placed never arrived, and we sincerely apologize for any inconvenience this may have caused you.  
  
  We have issued a refund of $69.73 back to your original method of payment. Please allow 3-5 business days to see the refund credited back to their respective accounts. If you haven't received your refund by the end of the day on the 5th business day, please contact your financial institution to inquire about the status of your funds.
  
  If you have any other questions or concerns, please call our *********************** at ************. We are available from 6 AM - 10 PM MST Monday through Sunday. 
  
  Thank you, 
  
  ********************
  Customer Support Team
  ********

  Customer response

  08/17/2024

   
  Complaint: 22109977
  
  I am rejecting this response because: my account has been disabled as well this is a inconvenience for me as well
  
  Sincerely,
  
  *******************

  Business response

  08/23/2024

  Hello *******************, 
  
  We have received confirmation that you account is now active - Our apologies for any inconvenience.
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you for shopping with us,
  
  Aryssa
  ***********************
  Case ID: ********

  Customer response

  08/23/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have never been treated so badly as I was by *****, the new manager in **********. I have tried to resolve this by calling corporate office repeatedly, speaking with *****, *****, and ****, and while **** gave satisfactory resolution last week finally, ***** messed up something when giving me the $40 gift card credit on my last order and charged me $71.99 instead of the $31.99 she claims she charged my card. She claims she applied the $40 gift card credit and only charged $31.99 to my bank account, but that payment has fully posted to my bank and she charged me the full $71.99. She and her supervisor ****** are refusing to correct this, even after I emailed them a copy of my bank statement. This is a terrible way to treat customers after all the rotten food their untrained employees have given me and refusing to correct ALL of their mistakes is unacceptable. I can't get help from anywhere at all, and now the offer **** made for the $40 gift certificates has fallen apart as well because ***** did the transaction incorrectly and now is arguing very aggressively and stubbornly with me over her mistake. She refuses to make this right and I have had enough. This store owes me a refund OR a credit of $40. My original order was $71.99. She claims she applied gift card credit of $40 from ****, but I never saw the actual gift cards and she claims she applied that credit, which means she should have only charged my credit card $31.99. But she actually charged $71.99. i have the actual bank statement to prove this. I never received the $40 credit. I tried speaking with her today about this and all she would do is argue. She claims she only owes me $31.99 rather than the $40 because apparently she is not listening and cannot do basic math. She owes me the credit of $40, either in a credit or a refund. I want this resolved immediately. Also, due to the terrible customer service and repeated nasty, rotten produce, they need to retrain employees and find a new mgr

  Business response

  08/16/2024

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed Ms. ************************* situation and the recent transaction at our store.We strive for each guest to have a positive experience and apologize this wasn't the case for **************. According to our records, ************** received a $40 gift card and a $40 refund due to confusion with her order.
  
  Here is a recap: when the original order was placed, a pre-authorization of $71.99 was applied to Ms. ****** account. This amount included the $40 gift card. The register pre-authorizes the entire purchase amount, but the final charge to her bank account should have been $31.99. 
  
  On August 1st, the store team processed a $40 refund to Ms. ****** card, which should have been reflected in her bank account within ten business days.
  
  Transaction Details:
  
  Total Purchase: $71.99
  Gift Card: $40.00
  Final Charge: $31.99
  Refund Processed: $40.00 on August 1st
  After processing the pre-authorization, refunds, and gift card, the total charge to Ms. ****** account should have been $0.
  
  The local store director has communicated with ************** and noted the situation internally. Again, we apologize for any confusion and inconvenience this has caused. Please let us know if you need any more information.
  
  Sincerely,
  
  *******************
  Director of Public Relations
  Case: 12540142

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I shop at the Albertsons on **********************************************************. On July 30th, I went into the store to do my weekly shopping. I filled up the cart and went up to the check stand only to find out that there was an issue. There were only two check stands open. Both had a sign on their conveyer belts indicating they were closed. Nevertheless, they were staffed. The lady at the check stand mumbled something about having computer issues and pointed towards self check. I told her that I couldn't self check an entire shopping cart by myself. I was upset. I spent 45 minutes of my day loading a shopping cart only to find out that there was some sort of issue at the check stands. I left my cart with all of my groceries at her check stand and left the store. Not one store employee offered help, empathy or any assistance. They all became bystanders including Assistant Manager ****. If I am not mistaken, the point of sale is necessary to collect revenue for the store I called to complain to the store manager when I got home. I spoke with **** and he passed it off as my fault as I said some expletives when I left the store. He was within earshot when all of this was happening and he never once offered to help. He allowed it to escalate...I am of Latin American Heritage and I feel uncomfortable every time I walk into that particular store. I feel I was racially discriminated against today. This was the icing on the cake... *********** is complicit in allowing discriminatory practices and I will forward this letter to Albertsons Corporate & the Civil Liberties Union.I will no longer be shopping at that *********** location any longer as I will not subject myself and my wife to a store and staff that has morals dating back to the times of the covered wagon.

  Business response

  08/06/2024

  To whom this may concern:
  

  Our team is currently conducting an investigation. We will reach out to the customer as soon as possible. 
  
  Thank you,
  
  Aryssa
  Customer Support Team
  Case ID: ********

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A Nordstrom gift card in the amount of $80 was gifted to me on 11/03/23 by my co-workers. It was bought in Albertsons store *********************************************** ************** Rx: ******************** ******************************************. On April 20, 2024, I finally decided to use the card but I found out it was empty after adding applying the card number to my cart. After calling Nordstrom customer service, they confirmed the balance on the card is $0.00. They said that their records show that the gift card was used two times in November 2023. The card was never scratched until April when I tried to use it so the number was never revealed. This means that Albertsons store sold a compromised gift card, just days after loading, the amount was fraudulently used/amount stolen. I reported this in a call and provided proof of receipt and card to Albertsons. I was assigned ticket #****** but there is no resolution to date. I am also being ignored and not taken seriously. The fact is, consumers should be protected, Nordstrom had records of the fraudulent use. I live in **, definitely in the area where the gift card was bought but they showed an out of state charges that emptied the card. I am asking for ********** to restore the amount in my card as a resolution since they sold the compromised gift card. ********* also explained that ********** will be the one to resolve it because the gift card was sold at their store.

  Business response

  07/24/2024

  Greetings ***********************:
  
  Thank you for contacting us regarding the issue you experienced with your gift card. We sincerely apologize for any inconvenience this may have caused you. 
  
  We have heard back from our team, and they will contact you directly with more information regarding your refund at the number you have provided here if they have not already done so. You can also contact them directly at ************ prompt 4, between 6 AM and 6 PM, Monday - Sunday. Give the agent who takes the call your ticket number, and they will be able to assist you further. 
  
  We appreciate your patience while we worked through this with our teams. If you have any other questions or contact, please don't hesitate to reply. 
  
  Thank you, 
  
  ******************** 
  Customer Support Team
  ********

• Initial Complaint

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered 6/1/24. Said theyd be late. (7:00 pm expected) cancelled, the acknowledge at 8:00pm. They delivered anyway 10:15 pm. It was 107 degrees, sat on my porch til 7:00 am, food ruined. They agreed on 7/2/24 to a refund, never recieved, just excuses

  Business response

  07/20/2024

  Greetings ***********************:
  
  We are very sorry to hear that your order was incredibly late and just left on your porch after you had canceled, and we sincerely apologize for any inconvenience this has caused you. 
  
  We reviewed your account and the order in question and see a refund of $60.71 processed on 7/15/2024. Refunds typically take 5-7 business days, so if you have not already seen this back in your account, please give it until the end of the day on Tuesday, the 23rd. If you do not see it by then, please let us know. 
  
  In the meantime, if there is anything else we can help you with, please don't hesitate to reply or call our *********************** at ************.
  
  Thank you, 
  
  ******************** 
  Customer Support Team
  ********

  Customer response

  07/22/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 17, 2023, I purchased a $200 ***** Gift Card from Safeway for my son's Christmas present. When he tried to redeem the GC, it was missing some letters. After sending ***** a copy of my receipt from Safeway for the purchase, ***** informed my son the GC had been cancelled by the Seller (Safeway). I have been working with Albertsons/Safeway since May to resolve this issue (NUMEROUS phone calls and e-mails-hours of my time!) At the beginning of June, I was issued and received a check from Albertsons for $200 and cashed it with my credit union. The check was returned to my bank stating it was "Altered/Fictitious". I telephoned Gift Card Services and informed them of my problem. As usual, a Supervisor would need to get back to me. I have NEVER heard from a Supervisor. Nobody from Albertsons/Safeway has returned my calls.

  Business response

  07/23/2024

  Greetings Cherie R********:
  
  We appreciate you taking the time to share your concerns with us, and we sincerely apologize for any inconvenience this has caused you. 
  
  We have conducted a thorough investigation and found that the check was processed twice, resulting in two different batch numbers. As a result, we will need to refer you back to the bank for further assistance, as the check you received is valid.
  
  If you have any other questions or concerns, please don't hesitate to reply or call our Gift Card Support directly at 877-723-3929. We are available from 6 AM - 6 PM MST, Monday - Sunday. 
  
  Thank you, 
  
  Jennifer M
  Customer Support Team
  12082578

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Albertsons owes me a refund for rotten groceries they provided me in my pickup order I placed (Order #********) on June 8, 2024. I picked it up on June 9, 2024. They messed up the payment by canceling the original payment and trying to rerun it to include additions to the order instead of just changing the amount. I did not have enough on my PayPal Credit to pay for the order twice. Cancelations take days to go back on the payment method.***** at the ***********, *****, Albertsons said after the payment was put through, after the cancelation happened, that he could refund my money for the soy milk and avocados that were rotten in my order. I have pictures to verify the milk expired a week before I placed the order and that the avocados were black inside.When they did resubmit the payment, it was for more than my order was. I called the 800 number and filed a complaint with PayPay Credit. They gave me a $5 credit and a promise to refund me the $11.48 they owe me for the unusable groceries they gave me. I received the $5 credit. I did not receive the refund of $11.48. The reference number for that call is ********. PayPal refunded me the $4.25 too much that they charged me. They still owe me $6.48.I called the store again a couple of days ago and talked to ***** again, who said he would get me the refund. He did not. I've tried to call the 800 number multiple times without answer.Today I called the *********** store again and spoke to *************(?). She said she'd have the store manager, ****, call me. He has not. While she was trying to figure things out and I was on hold without the phone actually being put on hold, an employee said, "She waited all this f****** time?" I responded, "No, she did not," and then I was immediately put on hold and *************(?) doesn't know who it was who said that and asked me to not use that language in front of her employees. Is she kidding?! It was her employee who said that out loud about me where I could hear it.

  Customer response

  07/11/2024

  The store manager, ****, did finally give me a gift card to cover what they owe me plus some today, so I think I'm good now. Thank you so much for your help.

   

  *******************;
  **************
  www.wantzuponafaraway.com

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Wednesday, July 3rd I ordered groceries with my daughters summer EBT card as well as paid for some paper towels and toilet paper. I waited while the order said it was delayed. Then when I noticed the driver had reached the complex where we are I tried to call him multiple times to no avail because he was not by my apartment door. There are multiple 155s in the complex but i very clearly put E155 on my order. He never delivered my groceries but did message me back and forth in Chinese and very broken English. I kept telling him exactly where to go and that I only speak English. I contacted Albertsons and they said they would refund me the entire order. And that I would get a $5 credit for the $5 off coupon I used. I never got the refund so I contacted customer service again. They said the refund request was denied and I was only refunded 5$ worth of credit to my account. I basically wiped out my daughters summer ebt card to stock up on groceries and waters etc. they said it was denied because the photo says 155 when I clearly said theres multiple 155s and he wasnt at the right building. I feel taken advantage of as someone down on my luck without a car. Then I was told I would receive a call back in 2 hours from a supervisor. Nothing but lies. Attached are the messages between the driver and I.

  Business response

  07/07/2024

  Greetings ***********************************:
  
  We are deeply sorry to hear about the poor experience you had while using our ************************* and we sincerely apologize for any inconvenience this may have caused you. 
  
  We have submitted a refund of $95.31 back to your original payment method. Please allow 3-5 business days for your refund to be processed. If you haven't received the funds by the end of the 5th business day, we encourage you to contact your financial institution. 
  
  If there is anything else we can help you with, please don't hesitate to reply here or call our *********************** at ************. We are available Monday - Sunday from 6 AM to 10 PM MST. 
  
  Thank you,
  
  ******************** 
  ***********************
  ********

  Customer response

  07/08/2024

   
  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 appreciate the promptness with your response. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/10/24, I had purchased a $50 Sephora Gift Card from *********** Store #****. I gifted it to my daughter, who tried to use it at a local Sephora on 6/8 and was told that it had a $0 balance on it. We reached out to ******* on 6/8 to find out if it was an error in the system, and was told that the gift card had already been redeemed. I called Albertsons on 6/9 and told them that the gift card had been tampered with and the funds were stolen by criminals. We were told by the store manager on duty that this "happens a lot", SO WHY ARE YOU SELLING THEM? Ridiculous to say the least (and makes me think that this is an inside job). We asked what they were doing to prevent this and they said they lock "some" gift cards up, SO WHY NOT ALL?Then they forwarded us to ***************** who gave us Ticket #****** on 6/17. Weeks had passed with no response, so I called again on 7/2 and no one answered, so I called again on 7/3. They said nothing has been resolved, so they escalated it to a "level 2", and now said that we need to contact Sephora and provide that we had already talked to them. We had already done this, so I'm not sure why this is being asked of us again. At this point they're just running us in circles with no solution or reimbursement. I am demanding answers and accountability NOW.

  Business response

  07/12/2024

  To whom this may concern, 
  
  We appreciate the opportunity to address the customers' concerns.
  
  The customers' Ticket: ****** is resolved and the customer was emailed the resolution on 7/9/24 that the refund was denied due to the gift card already being redeemed, with no visible signs of tampering.
  
  Thank you.
  
  Aryssa
  Customer Support Team
  Case 11878336

  Customer response

  07/16/2024

   
  Complaint: 21943065
  
  I am rejecting this response because:  they are simply saying the gift card I purchased from them is treated like cash and there is nothing they can do for me that someone else used the gift card.  They did not show the research they did to find the guilty party who stole the funds from the gift card.  Why should I be the person that loses out when I simply purchasing from this store and loaded money onto this gift card that they are selling in their store?

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

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 30, 2024, I was trying to complete a transaction at the register for my grandchildrens ***, ***********************, manager on duty who refused to give me his last name, was obviously flustered because the *** was holding up the line, and he had to come out of his office to do his job due to a new employee not knowing how to complete ***, He said ***********************.. I asked him what that meant then he gave me a look like you people on ***, I explained that this is government subsidy for my grandchildren.. I can pay cash but this is their voucher.. so stop acting like people on *** are second class citizens when the line might be held up. If this man treats everyone on *** like he treated me.. what a disgrace.. I have been a life long shopper at Albertons off ******* and Sale, over ***** years and I am very set back behind the behavior of this Manager who is supposed to be a leader where others follow in his footsteps..Please call me to let me know what will be done about this

  Business response

  07/08/2024

  To whom this may concern:
  
  We appreciate you taking the time to reach out.
  
  After Speaking with ************************* on 7/6/2024 at 11:15 am, our Store Director,*********************************, was able to talk through the issue with her. She said she did not like the service supervisor *****'s attitude from the time he walked up to help the cashier, *****, with her transaction. She did state that ******************* (Grocery Manager) resolved the issue that evening while she was at the store, and she was very happy with the service he gave.
  
  Mrs. Washington still shops here and has since been back 3 times. She just wanted us to know that she felt like ****** facial expressions and attitude was aimed at the fact that she had WIC. Our Store Director apologized to her and stated that she would again follow up with ***** to make sure we treat all customers with courtesy, dignity and respect. 
  
  Thank you for your time,
  
  Aryssa
  Customer Support Center
  Case ID: ********

*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. ↩