ComplaintsforM&M Food Market

• Initial Complaint

  29/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint regarding M&M Food Market Store #*** - ******************************* 120, ******************************************************************** On my visit at 2pm on March 28, 2023, I could see that there was no signage displayed regarding store policies. The associate **** and owner ***** refused to complete my purchase, because I asked if the products were refundable. The owner ***** told me that their store "is not a multinational big box store and cannot accept returns for food." What the owner claims is not adhering to policies outlined on ********************************************************************************* and does not respect consumer protection laws.Thank you for your attention.

  Business response

  04/04/2023

  On March 28th at roughly 2:00 pm, the customer entered the store to take advantage of a $10.00 off voucher which required a minimum spend of $10.00 before tax. The customer picked up an item that came to $9.99 before tax which didnt meet the required voucher spend. The customer was advised by the employee that the purchase didnt meet the required spend and needed to add an additional item. The customer opted to add a bag for $0.25 to the purchase which brought the total to $10.26. The customer didnt have the funds to pay for the order. The customer then requested to return the bag before paying for the order. The employee explained that the customer hadnt yet paid for the items so they couldnt process a return. The customer became extremely upset with the store employee and made accusations that the store was not following their return policy. The store made all efforts to assist this customer to the best of their ability, however, because the customer didnt pay for the order, a valid refund couldnt be processed.

  Customer response

  07/04/2023

  
  Complaint: ********
  
  I am rejecting this response because the business presents false information.

  The store staff did not present any intention to provide good customer service or attempt to help with the situation at all. Actually they exactly said they would not help me. 

  The store staff did not explain or say at all that a return would not be processed due to the reason of purchase not completed. They simply claimed the business does not offer returns on any items sold when I asked them about the return policy.
  

  My serious concern is that the store staff are communicating false information, and a customer could only trust what they say because there is no signage. However on the corporate website it shows returns are accepted. 
  
  Sincerely,
  
  ** **

  Business response

  12/04/2023

  Good Day,

  We are confident that our store employees used their best efforts when assisting this customer and that our response provided on April 4th, 2023, accurately depicts the Store employees recollection of the March 28th, 2023 in-store events. As a result of this feedback, we have completed a follow-up with the Store, and the Store Area Manager, and can confirm that store 287 has a full understanding of our Product Satisfaction Return Guarantee. 

  Customer response

  13/04/2023

  
  Complaint: ********
  
  I am rejecting this response because I have not received compensation for my loss. The concerning store provided no service to me and my purchase was rejected that day. Please re-issue a credit of $10 to use.
  
  
  Thank you

  Customer response

  13/04/2023

  Address:

  *** *** ************** ******** ** *** ***

*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. ↩