ComplaintsforWhole Foods Market Inc

• Initial Complaint

  12/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to complain about unprofessional customer service I received from Store ****** leader, *********************, and Cashier Sharya (possibly according to Noah ******* handwriting) in *********** Whole Foods. Here is a brief description of my experience: 1.It starts with the rude attitude and discriminative service from the cashier, who was chatting to her friend while we are waiting to check out. After some wait, I politely asked whether her lane is open. She said yes and then quickly turned around facing me with her back and talking to her friend again.2.Whats really bad is that: after I decided to go to the next checkout due to her rude/ignorant attitude, Sharya immediately stopped chatting and turned to the next customer with a completely different, friendly, attitude. As a minority, I had a strong feeling of being discriminated after seeing the cashers different attitudes toward me and the other customer (who is of a different ************ store manager, *********************, made the experience worse. After I described the experience to him, he commented carelessly maybe you were rude to the cashier first, which was shocking to me because he didnt even talk to the ****** at that time (he was just baselessly guessing). While I have been calm and objective during the whole conversation, he told me at the end you are not friendly. I find the Store ****** leaders handling of this complaint extremely unprofessional and unsatisfactory. As a result, I am bringing it to your attention and hoping that you can help address the rudeness, unprofessionalism and possibly racial discrimination I received during my shopping experience at Whole Foods (***********, **).

  Business response

  12/22/2021

  We are extremely sorry that the customer was treated in anything less than a professional manner. We take complaints like this very seriously and will be contacting the Store Team Leader immediately to share the customer's concerns.

   

  Sincerely,

   

  Whole Foods market Customer Care

  Customer response

  12/23/2021

  Complaint: 16388192
  
  I am rejecting this response because:

  I believen that only sharing the experience with the person involded in this complaint is not enough. At least, there should be an apology from them about how they treated customers. 

  
  Regards,
  
  ******

  Business response

  12/27/2021

  Prior to filing a complaint with the BBB the customer emailed ********************** ***************** as well as the Executive Regional leadership, detailing their complaint. We forwarded the complaint on to the store, as well as the Executive copied on the first email so that the issue has, indeed, been escalated further. We take these matter very seriously but we are unable to discuss disciplinary feedback.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The ********, ***** Whole Foods Market store operates a prepared food buffet with food that insufficiently heated. I am not claiming a health issue, simply establishing that a common expectation of customers buying food from a hot food buffet that the food is actually hot. A common way to ensure that a meal like this, which most people eat in the store or on tables outside the store, is hot, is to provide a microwave oven for heating. When I brought up my concern to customer service after buying a meal from the hot bar I was treated in a dismissive manner by the man and woman working the desk at about 6:30 p.m. on Sunday, 12/12/21. It was only after standing up for my reasonable rights as a paying customer at that they finally directed me to a microwave oven deep within the employee only area that I could access after securing the permission of a bartender who was working on the second floor. In my mind this is a ridiculous expectation; that a customer has to beg for what they are paying for.

  Business response

  12/15/2021

  Our sincere apologies for the handling of this situation. We will create a case and contact the customer.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today around 12:30, I came to the Whole Foods store in Westport. I picked up about 7 items that needed to be checked out. I went to the customer service line because I wanted to order a raw Turkey. I was planning to order the Turkey and check out these items. This was the second time I inquired about purchasing an uncooked Turkey and could not get a definitive answer. The guy at the customer service register, who by the way was not very friendly, went to go ask this woman for assistance. She came over, looked up something on the computer and said whatever is on the system is what they have. There was no uncooked Turkey for sale. Then I said fine, and I will ring my items here. She told me no and that this was the customer service line. Yes, so what. I stood there for 5 minutes while you tried to find an answer on the Turkey and now you can ring my items. She looked past me and waved her hand for the next person to come and pretty much shooed me out of the line. There was only one white man behind me and he instructed her to take me and she refused. **************** is there to serve the customers. Thats her job. She was very nasty to me and nice to the man. Not sure what her issue was. I want an apology and I EXPECT to be served in the customer service line if your employees are sitting there doing nothingjust like the service I receive in the Darien and Greenwich stores. They ring items. They return items. They answer questions all in that line. The Westport staff is not there to take up space. They are there to serve clients. That is what Westport is going to do as well. Clearly, your staff is poorly trained and lazy. And my interaction did not lead to a satisfying, delightful and nourishing experience. They are really good and standing at that desk doing nothing and ***************************** was told as such today.

  Business response

  12/10/2021

  We will create a case with the customer's contact info and reach out to the Westport store for details of this interaction.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased several cartons of this pacific Hazelnut nondairy milk drink. that I have purchased in Wholefoods for the past 20 years and have supported whole foods for 30m years. last year the agriculture reported devastating heat and dryness in the last 2 ******* or even more on the west coast. And many of the fruits vegs and others were not in the best outcomes and even in shipping the Refer semis were not keeping them as cool as before from outrageous heats in the atmosphere. ** a lot of products coming in from the west coast or even worldwide from so many forms of global warming issues were not in the best of receiving and I talked to pacific and other resources about this. I'm a member of the Moses ******* farming association and also a cerified farming rep. ** this product right out of the box came out in chunks and was spoiled. ** I retiurned it with a receipt. My business takes me to several states and a few countries too except for this past year with Covid. I was dec;lined this and it is to be honored, I spoike to Amazon corporate and they have no records of this location owning this location as a franchise and even if it was a franchise they would have to abide by company rules and regulations/. I had a receipt and they expected me to drive 650 miles the other way to another W.F. What for its the same company and amazon said again they have no right to override their policies, so I expect a refund even if the date is off now because of them. Foods can go bd correct, let's get real about this and recycle 99% and get to be in the reality that the earth needs us more to get it together than the earth itself does. For we were given freedom of choice by the creator. but sis does not work very well or denials of what they chose to display to the earth or others. I seek a full refund from them asap. the price was 29.87$, they can mail it to me. Please send it to my address asap. The times are getting more intense because still, people are taking the earth

  Business response

  12/10/2021

  We will create a case and reach out to the customer for the purchase information as well as the receipt. This information is needed in order to process any refund.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm pretty upset that my local whole foods in *************** ******** doesn't let people with EBT cards get food delivery from them. It's discrimination and segregation of and against the poor people! Us poors and disabled persons need healthy food more than you wealthy people who are allowed to get this food delivered. It's also discrimination and unfair to people who have covid and disabilities who are poor and in quarantine or housebound!

  Business response

  12/06/2021

  We will create a case for the customer and reach out to her directly.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On December 1, 2021 around 8 am I went to Whole Foods Market on 125th st to buy produce. When I arrived in the produce section there was an advertisement for a sale on organic ******* greens with two different prices. One price was 3 bunches of organic ******* greens for $5 and the other price displayed was 3 for $4.50. I could find no other signs indicating a different price. I assumed one price was for prime members and the other was for regular shoppers. I took 3 bunches and when I got to the register the price I was charged was $2.49 for each bunch. When I mentioned the sale to the cashier he stated that was what came up on his screen. I paid and went back down to the display and took several pictures showing the sale price and lack of any other indication of another price of $2.49. I also checked to see if I missed the sign showing a price of $2.49 for each bunch. That was false advertising and misleading a price display. I would like a refund of the extra $2.47 I spent.

  Business response

  12/02/2021

  We apologize that the customer was overcharged for the kale. We will create a case and contact the customer directly to issue a credit or refund. 

  Customer response

  12/03/2021

  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.
  
  Regards,
  
  Obatunji *****************************

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  See below

  Business response

  12/01/2021

  The customer was refunded for her order. She was advised that it might take a few business days for the refund to settle into her account.

  Customer response

  12/02/2021

  Complaint: 16184253
  
  I am rejecting this response because:

  
  Whole Foods has given only a partial refund .
  the Turkey Dinner for 4 was disgusting .

  Turkey was obviously cooked a few days before by the manufacturer as it had plastic on it from the company not WF.

  It eas very Dry .

  Sides  came frozen with freezer burn .

  mashed potatoes had a water in the package .

  I threw it out .

  If I wanted a frozen dinner I could if bought One .

  Its obvious the quality of WF has become very poor.

   

  
  Regards,
  
  ***************************

  Business response

  12/02/2021

  We will reach out to the customer through her case in our system.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 17th my Husband and I visited the Whole Foods location at ****************************************************. I intended to purchase two medium size cups of chilli, cornbread, and two cookies. My total was $16.88. I proceed to the counter to pay for my items with my Cash App card and the cashier said it declined. I immediately check my account and it says the transaction went through. I showed the cashier and he said it declined on his end. He calls the manager and she couldn't give a reason why it declined even though my balance in my account was positive with cash. She said that on their end it declined and it should be back on my card within 24 hours. The money never came back to my account. My husband visited the location to inquire about it and they said it's nothing they can do but call my bank. I contacted Cash App owned by ****** Bank and they said to contact the merchant to settle any refunds. This was a huge embarrassment to not be able to receive my food when it's money in my bank account. I would like my $16.88 back into my account. My husband and I never received anything. We had to leave the food at the counter. I'm highly upset about this and will never visit any Whole Food locations because they take your money and don't give it back. I have proof of the transaction in my bank account.

  Business response

  11/30/2021

  Our apologies to the customer for the issue they encountered in our store. We will create a case and contact the customer directly for resolution.

  Customer response

  11/30/2021

  Complaint: ********
  
  
  I am rejecting this response because: my payment completed and I provided proof but Whole is still saying it didn't go through on their in. I never received the $16.88 back in my account.
  
  
  Regards,
  
  
  *********************************
  

  Business response

  12/01/2021

   

   

   

   

  I created a case and responded to the customer with the following email below. Her transaction has not "settled" in our system so we do not believe she was charged. Settlement generally takes 1-2 days. Her transaction was on 11/17/21. We cannot issue a refund until the settlement transaction appears. I asked the customer to send a copy of her monthly bank statement showing that she was charged. The screen shot she provided of a text shows a charge and then a credit of $16.88.

  Hi *******,

  Right now there is no transaction "settled" in our system for your card so I cannot issue a refund. I'd be glad to take a look in a few days but generally it only takes 2 business days for transactions to settle. Also, as I said, there is no transaction in the store's electronic journal so I am unsure how the bank can debit your account.
  
  If you'd like to wait until you have your monthly statement from the bank I'd be glad to take a look. If it still appears that you were charged I would be happy to issue a Whole Foods Market gift card. Unfortunately, if I do not have a settled transaction the system will not allow me to issue a refund back to your card.
  
  Thanks for your patience. I will keep you case active and check in with you at a later date.
  
  Sincerely,
  
  *****
  
  
  

  Customer response

  12/01/2021

  Complaint: ********
  
  
  I am rejecting this response because:
  My proof does not show a credit of $16.88. It shows that the payment completed and funds were taken!
  
  Regards,
  
  
  *********************************
  

  Customer response

  12/02/2021

  Complaint: 16184371
  
  
  I am rejecting this response because:
  My proof does not show a credit of $16.88. It shows that the payment completed and funds were taken!
  
  Regards,
  
  
  *********************************

  Customer response

  12/02/2021

  Complaint: 16184371
  
  
  I am rejecting this response because:
  My proof does not show a credit of $16.88. It shows that the payment completed and funds were taken!
  
  Regards,
  
  
  *********************************

  Business response

  12/02/2021

  As stated in the original email and response to the customer I would be happy to provide a refund when she can provide a bank statement showing the charge. There is still not a "settled" charge to her account in our system which makes issuing a refund impossible. There is no charge in the store's electronic journal. A text from her bank will not suffice that she was charged. We will need to see a bank statement at the end of her billing cycle.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing in regard to a Whole Food delivery of yesterday (November 17th, 2021). There was a concern with the fish I ordered, it was supposed to be Cod, but by the flavor and texture, it was not. I am a British ex-***, living in ***************** and I was raised on ocean fish, with Cod being the most frequently served.My wife has a similar background as I and was in agreement that the fish was definitely not Cod.Whole Foods is in the process of refunding the price of my purchase, but I believe they are being dishonest with their customers and want to know they are delivering the correct food item if regard to the fish *************************** ************************ Whole Food Order Number 111-9034452-8797052

  Business response

  11/19/2021

  We responded in case# 02367942 to apologize for the experience and offer the refund. Here's the transaction request detail provided in our initial reply on Thursday, November 18, 2021 at 6:02PM:

   

  Please reply to this email with the following information and wed be happy to submit a refund request. Unfortunately, we are unable to process a refund from our office without this information. If your purchase was a delivery made from Whole Foods Market on Amazon, please contact Amazon directly, as we are unable to issue refunds for Amazon delivery purchases.
  
  - Transaction date and time
  - Store location of purchase
  - Last 4 digits of payment card
  - Transaction total
  - Cost of item
  - 24-digit transaction number (beneath your receipt's barcode)
  OR
  - Attach a legible copy of your receipt in full
  
  If we can be of further help, please dont hesitate to reply to this email or give us a call at 1-844-WFM-TALK.

  Customer response

  11/20/2021

  Complaint: 16160518
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

  The reply above from Whole Foods is a very complex method for me to claim a refund on the fish, almost as if they are making it difficult because they dont believe me. I did not initiate this complaint to get a refund; I want them to know they ruined a meal and are not continuing to dupe customers with the wrong fish. The refund is irrelevant because I received a refund two days ago from Amazon, the parent company of Whole Foods. It appears Whole Foods has little contact with them.
  I have been cooking for twenty years, I am an ex-*** British person living in the ** and was raised on many meals of genuine Cod, and my wife has a similar background. We both agree what was shipped to us was not Cod.
  An explanation of how to identify the fish Cod. Wash the Cod and place it in a shallow baking dish, to make the Cod visible when the over door is opened. Pour milk into the pan until it almost covers the Cod. Lightly season with salt and pepper and add k*** of butter, use a tooth pick to hold it in place. Preheat the oven to 350F and place the baking dish on the center rack. After approximately a half hour the flakes of the Cod should be seen to separate. Open the oven door and test the flake separation, if the flakes separate, it is Cod and it is cooked. Removed from the milk and serve, the Cod flakes should be a bright white and almost translucent. Add lemon or malt vinegar to enhance the taste and enjoy.
  Using this method of cooking the Taste, Texture and Appearance is met for the Cod. To my knowledge, this is the best method to **** Cod, and is a trusted method to identify the fish, is in fact Cod.
  The fish I purchased from Whole Foods did not separate into flakes when being cooked. It remained tight grained and had a dense texture. If the reader is not familiar with identifying Cod,they should visit a Culvers fast food establishment and try their Atlantic Cod meal, the Cod clearly separates into large flakes.
  Whole Foods is either selling the fish knowing it is not Cod or is trusting a vendor and assuming it is Cod. I suggest they look further into this. Regardless, I am disturbed with the deception that is taking place.
  I have written the piece to show I know how to identify Cod, and have added it to the BBB complaint. 
  I reject the Whole Foods answer to the BBB.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hi,Every year my family purchases a turkey from Whole Foods in ***. The reason why we like to purchase our turkey at Whole Foods is because we get the ability to have the butcher cut up the turkey in smaller pieces to eliminate food waste. This year we purchased a turkey from the Whole Foods located on ****************************** on 11/18/21. My mother and father who was present said that they were told that they could not get their turkey cut up which they found was strange. My mother spoke to the front desk and they practically said the same thing. When I called I was told by customer service that they were being told to tell customers that they cannot have their turkeys cut up because they were in a plastic packaging. I was also told that the meat department made that decision. This makes no sense. I purchased a turkey last year at the Whole Foods Bowery location and had no issues having my turkey cut up. I even verified with the Whole Foods in Williamsburg today and was told that I could have my turkey cut up, so what makes the 3rd St location different? Why are employees making corporate decisions in regards to how customers should be served? This location needs better training, because they are continuing to alienate the customers who have been shopping at Whole Foods before ******************* bought it.

  Business response

  11/19/2021

  We are so sorry to hear about this experience and are glad to hear that the Williamsburg location will accommodate the special request. We will pass this case along to store leadership for further investigation.

  Customer response

  11/21/2021

  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. My mother already purchased the turkey at the 3rd St. location but I hope to have a better experience at this location in the future.
  
  Regards,
  
  *************** Job

*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. ↩