ComplaintsforTom Thumb

• Initial Complaint

  06/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I try to place a order and Im getting a error message saying I cant place any orders for unknown reason I called customer service and they cant fixed the problem saying its my internet connection is weak which is false and I think this company has blocked me from placing orders on the app and I had this same issues with ********* app and Im unable to place any orders with Tom Thumb and getting error messages I can send a screenshot

  Business response

  06/19/2024

  Hello ***********************: 
  
  Thank you for taking the time to reach out to ** and provide us with the screenshot showing the issue you're experiencing. 
  
  Upon further research of your account, we did find that a Ticket was submitted on your behalf. Our IT Team has requested that we direct you to contact your banking institution for further assistance.
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  Customer Support Team
  Case ID: ********

  Customer response

  06/19/2024

   
  Complaint: 21869009
  
  I am rejecting this response because:
  Its not my credit card I have funds on my card . My bank told me there is nothing wrong with my credit card and I use this same credit card with other stores like ******* and target and they went through with no issues. If you cant fix my account I would like it deleted
  Sincerely,
  
  ***********************

  Business response

  07/03/2024

  Hello ***********************: 
  
  There are a few factors that could play a role in this order not being processed. Unfortunately, we are unable to determine what those factors are. We will be happy to document your concerns and you are welcome to try another form of payment. Because we don't know what factor is causing the order not to process, changing cards or contacting the bank is one suggestion. Unfortunately, we can only document the issue due to the fact that we are not given the information as to why the order will not process.
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  Customer Support Team
  Case ID: ********

  Customer response

  07/03/2024

   
  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

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/16/24, I ordered groceries to be delivered that same day from Tom Thumb. My purchase amount was $83.93 and I paid with my EBT card at ****am. At ****am, my card was refunded $11.96 since my order came out cheaper because of produce weight. I was promised my food by 8pm but my food never was delivered. I sent a chat to customer service and she said the driver had an emergency and so they cancelled the order. She told me that they would process my refund in 5-7 business days. I have since talked to the Tom Thumb customer service over a dozen times and every single time, I'm told 5-7 days and one representative even said she "promised my refund would be there the next morning". Another rep told me to call the store directly to inquire bout my refund and the lady told me she and her department had nothing to do with the refunds. I again, chatted with a representative this morning ref#******** and she told me that she put in another request for a refund and it will be processed in 5-7 days. This has seriously put me in a bind and I have even had to borrow money from family and friends to eat! My order number was #******** on Jan 16th.

  Business response

  01/29/2024

  Hello *************************: 

  We appreciate you taking the time to reach out.
  
  Our sincerest apologize for the delay in your refund for Order #: ********. We see that a $10.00 credit was added to your home shopping account, on 01/16/2024, and we can confirm that a refund of $74.67 was processed to your original form of payment today, 01/29/2024. We have also sent a confirmation receipt to the email on file,but please allow 3-5 business days for this to reflect on your statement. If after 5 business days your refund is not received, please reach out to your local EBT office to inquire on the release of the funds.
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you for shopping with us,
  
  Aryssa P.
  ***********************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with this company for delivery of groceries. This company has been consistently lying since the 21. The order shoes delayed I have requested my money consistently since the 21 to no avail. **************** is absolutely horrible. They keep giving **** poor excuses. I didn't get my delivery or my refund

  Business response

  09/27/2023

  Greetings *****************************:
  
  We are sorry to hear you had a disappointing experience with our **************** and ***************** and we sincerely apologize for any inconvenience this has caused you. 
  
  We looked into your order from 9/21, and it has been refunded. Please allow 3-5 business days to process the refund. If you don't have your funds by the 5th day, we suggest contacting your benefits office to inquire about the release of the funds. 
  
  If you have any other questions or concerns, please don't hesitate to reply or contact our *********************** at ************. 
  
  Thank you, 
  
  *************;
  Customer Support Team
  ********

  Customer response

  09/27/2023

   
  Complaint: 20651863
  
  I am rejecting this response because: They just keep lying. Consistently. It was supposed to be refunded on the 21st.  That didn't happen. Tom Thumb is garbage. They will never get any of my business ever again liars.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went in today regarding the current Ad that started 9/20/23 to get the Yoplait yogurt for .29 cents limit 12. However, the flavor I was looking for was already sold out! The nice employee told me that I could get a raincheck at the customer service desk. I said thank you and went to checkout and I asked the lady at the self service checkout about the raincheck as well and she said Absolutely, just go to the customer service desk! So, I did but nobody was there so another cashier asked me if she could help, as well, she said if, yes, not a problem! I ***************** someone to help you! I waited and finally a lady came over and said what do you need??? That was very rude!!! I just said that I would like a raincheck for the Yoplait yogurt and she rudely told me no! I was shocked by the way she was acting and why 4 other employees said yes, we do it all the time, yet I was told no!? I have been a loyal customer for years now and I am so upset that I am expressing this to you. I don't understand why this lady told me no so rudely! I again stated that the store is out of the item and it's not fair that I drove up to get this item, wasted my gas and time to be told NO! I am very upset! I am asking for an apology and a raincheck because this store never seem to have this product in stock other than the unwanted flavors. Even without the Ad, I've gone several times looking for this product. It seems to me that maybe more orders and quantity be added. I would appreciate it if I can get a response to why I was treated so bad. I never asked this store for anything and I am currently a loyal customer. Thank you

  Business response

  09/22/2023

  Hello ********, 

  Thank you for reaching out. We have researched the phone number and email you provided. It appears the phone number is missing a digit and the email you submitted does not match any of our records. Please reply with the registered email and phone number to your loyalty account, along with the store you visited that day and we are happy to get you in direct contact with someone who can help. 

  We look forward to hearing from you soon.

  Aryssa P.
  Customer Support Center

  Customer response

  09/22/2023

  The phone number is ************.  

  You may reach me by phone if you need to reach out to me.  My email is *********************** for correspondence purposes. 

  Thank you

  Customer response

  09/25/2023

   
  Complaint: 20638047
  
  I am rejecting this response because:

  I provided the email associated to correspondence purposes.  My phone number is ************.

  I am so upset that no apology from this company on any level! To add insult to this complaint,  I watched several customers get raincheck for the Yoplait yogurt and not one was anybody turned away! Didn't ask for verification on AAP, phone number or anything other than a name to put down on raincheck.  

  I am more upset that you requested my email and phone number. Rather than expressing the issue of an apology for the way I was treated in one of the Tom Thumb stores.

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

  Business response

  10/07/2023

  Greetings *************************:  
  
  We are very sorry that the flavor of Yoplait Yogurt you wanted was out of stock and that the service you received at the customer service booth was poor. We can assure you this is never the experience we want our customers to have while shopping with us. 
  
  We have reviewed your account and see you shopped at two different locations around this time. Can you please confirm which store this incident took place at? We want to share this with the proper team and have them follow up with you directly. 
  
  
  Thank you, 
  
  ********
  Customer Support Center  
  Case ID: ********

  Customer response

  10/10/2023

  ********, 

  I can provide you with this information though are requesting! I went to the one in ******** ***** location ****************************************, stir # ****. 

   

  I did go to 2 Tom Thumb this day as you stated.  I want to make sure that you are aware of this store has major issues and this is why I'm bringing it to your attention.  I have given my phone number and really thought that someone would of contacted me but now at the phone number I provided you. However,  all I get is more questions instead of the headquarters calling me to hear my complaint.  Matter of fact,  I was in this store today and the way that the employee spoke to me in the deli, I will probably not return. This is a problem because it seems not important enough to call me so I can express our disappointment on the way things are handled! If you or whomever wishes to hear me out, please call me at ************.  I just don't get the way this complaint is being handled! I didn't call the store to get told by the same rude manager that she clearly cares! 

  Customer response

  10/18/2023

  This complaint has not been addressed by the company at all! I have given my phone number,  email address,  the address where the complaint originated from but,  I only get asked more questions instead of addressing the issue of my complaint.  I did respond to the request but did not hear back. 

  Thank you

  Customer response

  10/18/2023

  Please review! I did respond to each and every time I was contacted.  On the 10th of October and today. 

   

  Thank you 

  Customer response

  10/18/2023

  Please review! I did respond to each and every time I was contacted.  On the 10th of October and today. 

   

  Thank you 

  Business response

  10/27/2023

  Hello, 

  Our Back Up Administrative Coordinator, *******************************, has gotten in contact with the customer. It is our understanding that she accepted our apology and the $25 gift card that was offered to her. It was a good and positive conversation and the customer seemed satisfied.
  We were very thankful to hear that she would give us another chance to win her business.

  Thank you, 

  Aryssa P. 
  Customer Support Center

  Customer response

  10/31/2023

   
  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

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It is employee related, last night a about 8}40pm I wentt to the Tom Thumb on Franlford Rd and the Tollway in ****** **,I came to buy Cerries that were on sale. When I did not see any, the security guard ****** the, I assume Manager, she wemt on to tell me that the cherries are in the back of the store, not available at night. Isaid I work during the day and you are still open for over 2 hours. I asked can I get some now, she said come back tomorrow. Worst customer dervice ever.

  Business response

  07/02/2023

  Greetings *********************: 
  
  We sincerely apologize that the cherries were not out and available for you to purchase during your recent visit, and that you were not further assisted by the associate you spoke with. We have shared your concerns with our store's Management Team for review. Additionally, we have asked the store's management to reach out to you as soon as possible regarding this interaction. 
  
  We hope to provide better service for you moving forward. Please feel free to reach out to our Customer Support team at ************** if you have any other questions or concerns in the meantime. 
  
  Thank you for shopping with us. 
  ***
  Customer Support Center 

• Initial Complaint

  06/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I pay for a FreshPass with *************************** memberhsip is coming up fro renewal in a few days. Up until about a month ago, everything was okay until I started running into many errors while checking out online. Very much like the experience of another customer that has filed a complaint about their experience here, I continue to run into errors that state "Order on Hold." I've called & chatted with Customer Support & kept getting told that a ticket had been submitted to their IT department & a supervisor will reach out to me within 24 hours. Every day since then, I followed up with customer support since I never received any phone calls & kept getting told that the ticket was still open. I've spoken with The **************************** ************** ******* & Safety. After 3 weeks passed, I finally received a follow up call from a Support Supervisor after calling them every day only for them to tell me that the credit card I'm using seems to be the problem. I advised that I've already confirmed with my bank that everything was fine & I've used my card in-store & online to make purchases every day without any issues. I've even tried using other credit ************* cards all from different banks & still receive the error. After explaining this to the supervisor, she continued to advise that it was a problem with my ********* had nothing to do with them. I was stunned that she continued to repeat this conclusion after I kept telling her every step I have tried taking to get around this. I've used the app, different browsers, mobile browsers, cleared cookies, logged out & logged back in, used different cards, spoke with multiple people across different departments & still haven't received any resolution. I;m paying for a service that I can't use & this is my final effort before giving up on ************* subsidiaries.

  Business response

  06/18/2023

  Greetings *********************: 
  
  We are so sorry for the trouble you have had placing grocery delivery and pick up orders with us as of late. We completely understand your frustration. Fortunately, our team has advised that they were able to assist you in getting this resolved, and we do see that you were able to place a Drive Up & Go order with us successfully. 
  
  Since we were able to locate and resolve the cause of this issue on our end, we do not expect this to continue affecting you, but should you have any other questions or concerns regarding the online ordering process or your account, please feel free to respond here or contact our Customer Support team at **************. 
  
  Thank you for shopping with **. 
  ***
  Customer **************

  Customer response

  06/20/2023

   
  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

  04/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I keep getting this message when trying to get delivery to my house. The customer service is rude and the refuse to help. I've called my bank and everything else that they've suggested and I still get the same issue, and when I ask for a manager they always tell me ***** hours but no one has called or even looking into giving me a call back. I'm posting this message below. I know I can't be the only person that get this message. Order on Hold We are unable to process your order at this time. You have not been charged for this order. We apologize for any inconvenience this may have caused. If you need further assistance, please call Customer Support at *************.When I call the number that they suggest I get nothing but the run around. I need REAL ANSWERS AND REAL HELP.

  Business response

  04/30/2023

  Greetings ***************: 
  
  Your comments are concerning to us. Our teams are currently investigating your complaints. Please reply here with a phone number that we may contact you. Our teams have advised that the phone number provided appears to be text-message-only. 
  

  
  Thank you for reaching out to us.
  ***
  Customer Support Center 

  
  

• Initial Complaint

  01/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a grocery order delivered on sunday 1/29/23 order number ********. Out of 61 items i was over charged on all except 2. When i ordered i took screenshots of all prices on the items i ordered. I put no substitutions on anything. I have screen shots of my reciept to show the price differences. I want to be charged the advertised price. Also i paid for 1 yr of delivery fees. I canceled the service but they will not give me the money back for the unused months.. i would like to have my money back for the rest of the months and never use their delivery service again. P S i have taken photos of every weeks grocery order for 3 months and no order has been correct yet.

  Business response

  01/31/2023

  Greetings ****** Bestawrous: 

   

  We are sorry for any confusion regarding your recent grocery delivery order and the charges made for the items. We have reviewed your order, between your order confirmation and the screenshots you provided, and we are not seeing any items that were charged incorrectly. We also see that no substitutions were made on the order. Please respond here with any specific item(s) that were charged incorrectly. If you have any digital 4U offers that were not applied correctly, please include that as well. Once we have this information we are happy to further review your order. 

  Additionally, per our Fresh Pass subscription terms of use, since an order was placed within the first 15 days of your subscription, we are unable to provide a refund for the remainder of your subscription. Please know, however, that your subscription has been cancelled, meaning that will not renew at the end of your subscription period, and that the subscription will remain active until the end of your current subscription period. 

   

  Please let us know if you have any other questions or concerns, or feel free to contact our Customer Support team at **************. 

  ***

  Customer Support Center 

  Customer response

  02/01/2023

   
  Complaint: 18946936
  
  I am rejecting this response because:

  i literally wrote out a note and included it with 2 rows. One column had a list of the amount that i agreed to pay when i bought each item and the other row shows what you changed it to. 61 items were bought and all but 2 i was over charged on. I also included screen shots showing the prices when i bought the items as proof. I also included screenshots showing the prices you changed each to that were higher. Did you even look at the attachments? 
  

  I am tempted to contact the news stations. Show them my proof and see if they want to run a story on this. That way people in the future will not be robbed in this way.  If they are not interested and you do not make things right with me thwnni eill be contacting an atty and telling my story on many social media sites.
  
  Sincerely,
  
  ****** Bestawrous

  Business response

  02/14/2023

  Greetings ****** Bestawrous: 

  
  
  Please see our response attached. 

  
  
  Thank you for shopping with us. 

  Tim 

  Customer Support Center 

• Initial Complaint

  12/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Tom Thumb has repeatedly been unable to assist with their chat service regarding issues with their app. They continue to provide poor customer service and experience. When are people going to be held accountable again? Fix my issue, please.

  Business response

  12/29/2022

  Greetings *******************************: 

  
  
  We apologize for any issues you may be experiencing with our mobile app, but we are more than happy to assist you. Our records show that per recent contact with our support team, you had experienced issues searching for items to order online through our mobile app. If this is the issue you are experiencing, please respond here with the exact error message you are receiving when searching for a product(s), along with the app version you are using (this can be found at the bottom of the Settings page in our app), and the operating system version of your mobile device (ie iOS ****, Android 13, etc). 

  If this is not the issue you are experiencing, please do respond here with a description of the trouble you are having when using our mobile app. In any case, any screenshots or examples you can provide are also appreciated. 

  We look forward to hearing back from you. If you have any other questions or concerns in the meantime, please feel free to reply here or contact our Customer Support team at **************. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order some Turkeys that they were advertising **** each turkey I purchased online and when I got there to pick up they canceled the order. They wouldnt honor the advertisement I put in a case in about this matter in oct.13 never got a call back I call them back still saying someone will call me in 30 minutes to 24hours never happens. I talk to someone today and said they had a glitch and it case the case#******** and case#******** Im disappointed in Tom Thumb with there false advertisement.

  Business response

  11/17/2022

  Greetings **************: 

   

  We apologize that our store was not able to fulfill your order on Oct 13 as scheduled. While we completely understand your interest in purchasing a Butterball Whole Turkey Frozen - Weight Between ***** Lb you saw listed online at $1.00, we have checked and confirmed this item is no longer available to order online for this price. Unfortunately, we are only able to provide a product for delivery or pickup at its current listed price on our website/app. This means that at this time we are no longer able to fulfill your order at the price requested. We are sorry for any confusion regarding your order. If you would still like to purchase a turkey for delivery or pickup, you will need to place a new order which will be fulfilled at the current prices listed for the products. 

  Please feel free to respond here or contact our Customer Support team at ************** if you have any other questions or concerns. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

  Customer response

  11/17/2022

   
  Complaint: 18413766
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************** At the time of the purchase I had all in cart and you start cancelled it. Said that it was a mistake by the store and wouldnt give me the turkey for that price as I said thats false advertisement. You supposed to honor what you had printed instead of give me the runaround for over a month.

  Customer response

  11/30/2022

  ******* Curtis 

  Business response

  12/07/2022

  Greetings ***************************: 

   

  We sincerely apologize that we were not able to fulfill your grocery delivery order in the quantity and price requested. We would like to advise per Section 9, Unfilled or Partially Filled Orders, in our Terms of Use that an order may be cancelled if a product is unavailable, and that pricing is not guaranteed because an order was placed: 

  (a) No Liability. Please note that Company is not liable to you or to any other person or entity on whose behalf you place an order if we are unable or unwilling to supply a particular Offering or quantity, in whole or in part, in your order.
  
  (b) Product Availability; Substitutions. Availability of any Offering is subject to change at any time without notice and we cannot confirm the availability of an Offering until after your order is placed.
  
  (e) No Rain Checks. All Offerings and items available through our Online ************************ are limited to quantities on hand. We do not issue rain checks through the Online ************************ or accept rain checks issued by any of our physical stores (or the physical stores of any of our affiliated companies) for any Offerings or items ordered through the Online ************************.

  Again, we are sorry that your order could not be fulfilled as requested. If you would still like to receive a delivery order of the Butterball Whole Turkey Frozen - Weight Between ***** Lb, you are welcome to place a new order for it on our website/mobile app. 

   

  Thank you for shopping with us. 

  Tim 

  Customer Support Center 

*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. ↩