ComplaintsforPavillions

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of transaction was Sept. 08, 2024 at Pavilions grocery store at ***************************************************************************************************. I noticed when my credit card transaction posted a few days later of the amount $2.45 which is correct that the retailer showed "Vons" and NOT Pavilions as it should. Also, this transaction said it was made in ************, ** and the map of the location showed ***************, ** on my bank online account. I was very concerned when I first saw this transaction because I thought perhaps my card was skimmed or somehow replicated and used elsewhere. I spent over an hour going over my transactions and almost closed my card to get a new one. I then called Pavilions in *************, ** and spoke to an associate. She said sometimes the location will show different and always shows Vons. I, then, contacted corporate customer service, but the Pavilions customer service corporate number at ************ simply was an automated service which never let me talk to a live person. I then emailed Pavilions Market and received a response that did not answer my concern or even attempt to. The person who replied I do not think understood my concern or perhaps cared. I have attached screen grabs of my transaction from my US Bank online account and also Pavilions customer service corporate response. I would like Pavilions to correct their credit card location and retailer name issue when using a card payment method at their *************, ** location and provide me a courtesy reward credit for bringing this issue to their attention. Not only does this type of issue cause an inconvenience to customers, but also frustration and concern. In addition, corporate customer care needs training on how to read and properly reply to concerns such as this.

  Business response

  09/18/2024

  Greetings ***************************:
  
  We appreciate you sharing your experience with us and sincerely apologize for any inconvenience this may have caused you. 
  
  We are pleased to inform you that the store banner and city were updated last night. You should not encounter any issues with your transaction history in the future.
  
  Additionally, we have shared your feedback regarding your customer service experience with the appropriate teams for review and training purposes. 
  
  If there is anything else we can assist you with, please don't hesitate to reply here or call our *********************** at ************. We are available Monday - Sunday from 6 AM - 10 PM. 
  
  Thank you, 
  
  ******************
  Customer Support Team
  ********

  Customer response

  09/18/2024

   
  Complaint: 22288780
  
  I am rejecting this response because:

  My other question was not answered. I asked ******** for a reward credit or gift card for my inconvenience,  frustration and for making them become aware of this matter.

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

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My mother purchased a Sephora gift card from the Pavilions in ************ as a Christmas gift for my daughter. She used about $28 of the $50 pretty quickly after receiving it, and then learned the the remaining $22 was used fraudulently via an online order.I spoke to *******, who informed me that this was not their issue and it's a risk of buying cards in a grocery store, that I would need to contact the store.I called Pavilions, which then ended up being Albertsons/Safeway. Anyhow, I filed a case with them in January 2024 (Case #GC176874). It has now been close 6 weeks and they have no update. I keep calling, I keep getting told that the "case manager" or a "supervisor" will call me back and that never occurs. I have also emailed, to which they say I must call... though they received all the requested documents via email.I would like to receive the stolen $22 via check so I do not have this same issue in the future with a store-bought gift card.

  Business response

  03/20/2024

  To whom this may concern,
  
  This case, Ticket #******, has been resolved. The customer was advised on 03/15/2023 to reach out to the card partner, Sephora, for redemption issues since the card was activated successfully on our end. We can only verify activation - Unfortunately, we can not assist with redemption issues with card partner cards, like Sephora. 
  
  If you have any other questions or concerns, please don't hesitate to reply here or call our *********************** at ************.
  
  Thank you for your time.
  
  Aryssa
  Customer Support Team
  ********

  Customer response

  03/21/2024

   
  Complaint: 21439287
  
  I am rejecting this response because they gave me the run around for over 6 weeks. The card was clearly compromised in the store, based on what Sephora told me  

  Its not right that they keep pointing back and forth at each other  

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

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ******** both have the Albertsons app, this past week September 5th September 12 they ran there usuall add, they had a special where they had various items for .50 cents , among the items were frozen vegetables, paper towels Tinas Burritos among other items , you have to clip these items in your app. Since we both have the Albertsons app we go through and clip the items we want, so we went to the store used my app and was charged 50cents for the items we clipped. My wife decided she wanted more of the vegetables for 50 cents , when we went to pay we were charged full price! I couldnt believe we told the checker we didnt want the frozen vegetables. We went home check her app and there were no coupons for the vegetables, so now we realized why were charged full price. I called Albertsons main office dont think it was the office in ***** since it was an 877 number, anyway the gentleman and myself talk for about 45 minutes , he said he saw that the coupons that my wife wanted to clip on her app werent there , he really never gave me a good explanation on why , but he did offer a $10.00 credit on my wifes and $ **** on mine which I havent seen.my complained is that both Apps should offer the same discounts when properly applied

  Business response

  09/13/2023

  Greetings *************************:
  
  We appreciate you sharing your concerns with us and apologize for any confusion or inconvenience regarding our 50-cent digital coupon that was available during our last weekly ad period. 
  
  After looking into the offer, we see that it was a one-time use-only coupon, as seen in the offer details, so after you redeemed it once, the coupon will no longer be available on your account, even if you did not purchase the 24 items allowed. If you and your wife share the same loyalty account, you would only be eligible for this offer once. If she has a separate loyalty account with a different email address and phone number, please provide it here, and we will look into why the offer was not available on her account. 
  
  Additionally, we have added the $15 credit to your account. Next time you shop with us and enter your phone number at checkout, the credit should redeem. You won't see it in your app, but it will show in the savings summary on your final receipt. 
  
  If you have any other questions or concerns, please reply here, and we will be happy to help you further. 
  
  Thank you for shopping with us, 
  
  ********
  Customer Support Team
  ********

*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. ↩