ComplaintsforT&T Supermarket Inc.

• Initial Complaint

  28/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 ******* ***** ****** *** *** ********* ($1.98/each + tax) from T&T Supermarket on March 17th, 2024. After consuming one packet, I experienced severe stomach discomfort and vomiting later that night. Upon further investigation, I discovered that all packets had expired prior to the date of purchase (Production date 2023/09/06 and Shelf life 6 months). This poses potential health risks to me and other consumers.

  Business response

  01/04/2024

  Dear Customer,
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience and distress the situation may have caused you. Your health and satisfaction are of utmost importance to us.
  Upon receiving your complaint, we immediately conducted a thorough inspection of our inventory. We are pleased to report that all ******* ***** ****** *** *** ********* currently on our shelves, manufactured on November 6th, 2023, are well within their shelf life and have not expired.
  To address your experience, we invite you to return to our Lougheed Store located at ***************************************************************************************, for a refund. Please bring along your receipt and mention case number ***** to our customer service team, and they will assist you with the refund process.
  We appreciate your understanding and hope to resolve this matter to your satisfaction. If you have any further questions or concerns, please do not hesitate to contact us.
  Best Regards,

• Initial Complaint

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an online order of grocery items on 2024-02-06, which totaled $78.63. My order ID is NO.*********. As part of the service, T&T promised to send a driver to deliver the items between 12 PM and 2 PM on Feb. 7, 2024. However, I never received any calls from the company or the designated driver during the delivery window. Before I knew it, the items were sent back to the store and the store informed that I would be charged 20% of the total order value as penalty. I confronted the store whose staff insisted that the driver had called me around 12:30 PM. Yet, I did not receive any calls nor texts from anyone associated with the store, which I can provide a record for if need be. I would like the store to acknowledge my situation, not to charge me the penalty, and to improve their delivery service as well as customer service quality in the future.
  

  Business response

  07/02/2024

  Dear Valued Customer,

  We apologize for any inconvenience you've experienced with your order. At T&T, your satisfaction is our priority, and we're committed to resolving your concerns promptly.
  Please contact our customer service team directly to assist you further:
  Phone: **************
  Email: ***************************************************************************
  Our team is available from 6:00 AM to 9:00 PM PST. Mentioning your order ID will help expedite your request.
  Thank you for your patience. We look forward to resolving this matter to your satisfaction.
  Best,
  Thank you for your patience and understanding. We value your business and are eager to address and resolve your concerns.
  Warm regards,

  Customer response

  07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I already contacted their customer service before reaching out to BBB. Their customer service was not helpful and did not acknowledge my explanation that I did not receive any calls from their driver. Neither did they provide a satisfactory solution other than repeating their empty responses such as "complaints are noted and we will improve future deliveries." I need a better solution for my current order, which is to acknowledge the miscommunication for my order and to promise that they won't charge the 20% order total as listed on the store's policy. 
  
  Sincerely,
  
  *****************

  Business response

  08/02/2024

  Dear ************,
  
  We acknowledge your recent communication expressing dissatisfaction with our customer service response to your concerns. We sincerely apologize for the inconvenience and frustration you have experienced.
  
  After reviewing your case, we have taken immediate action to address your situation. We are pleased to inform you that we have processed a full refund for your order. This decision reflects our commitment to customer satisfaction and our acknowledgment of the miscommunication regarding your order.
  
  We are dedicated to improving our services and ensuring such issues do not recur. Thank you for bringing this matter to our attention, and we hope this resolution is satisfactory.
  
  Sincerely,

  Customer response

  08/02/2024

  
  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

  25/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered groceries from T&T online on Oct. 22nd, and the delivery slot is Oct. 24th, 11:00-14:00. The order number is *********. The delivery service was terrible. The man kept complaining and showed extremely unprofessional. He said I was wasting his time. They are required to charge 20% of all orders with "unsuccessful delivery" without clear instructions. Their website instructions said the orders to condos would be left on the counter and customers probably have to go downstairs. I did not receive any phone before 11:34, when I answered the phone at 11:48, the man was angry at me because my phone did not have a signal in the subway. Then I agreed that he could leave the staff at the front desk of the condo. However because of their unproper package, which contained a larger paper box and a smaller box with a plastic bag, the condo refused to accept it, but the staff could be left in front of my unit's door. However, the delivery man spent more than 10 minutes saying he could not do this, and I should ask their service assistant to require him to do so. But the phone service assistant said the only choice is to return all the staff. He did not tell me anything about the charge of the "operation fee". If they can charge 20% so easily, do they try to fail the delivery on purpose? When I tried to communicate with their online chat assistant, the experience was also awful. The lady was just saying it was my fault to leave home during the planned slot. And she said the cover of the groceries are the same. When I asked when I could get my refund, she did not provide any information and said ** * **** *** ** ******** *** **** ***** But how about the complaint online that they're late without any apology? How about the attitude of their delivery man? How about they return the things to the warehouse so easily with an unreasonable fee? How could they return the things without noticing the high fees? How can their staff be so rude to customers?

  Business response

  08/11/2023

  Dear Customer,
  
  Thank you for taking the time to write to us. Please accept our sincere apology for your unpleasant online shopping experience.
  
  At T&T, we pride ourselves on freshness & customer satisfaction. It is always a matter of great concern to us when a customer is unhappy with the product or service received from us. Upon receiving your feedback, we have forwarded it to the related departments for review and follow-up.
  
  According to our delivery policy, deliveries can only be done to the lobby and any unsuccessful deliveries will be returned and refunded. We have looked into your order, and you were fully refunded for this order, no extra fees were charged. However, we understand the frustration due to improper communication skills of our driver and online customer service representative. Please be assured that further training and coaching has been done to the concerned staff in order to properly serve our valued customers as per expected, always follow up on T&T's standard service, and avoid similar situations from happening again. This case has been briefed with all staffs to emphasize again the importance of customer satisfaction, reinforce their awareness of proper working behavior and attitude.
  
  Thank you again for taking the time to bring this matter to our attention, and we sincerely appreciate you sharing your feedback with us. Please accept our most sincere apologies for the disappointment and any inconvenience caused. We sincerely hope that you will give us another opportunity to serving you as one of our valued customers.
  
  Have a wonderful day!
  
  
  Warmest regards,
  T&T Supermarket Customer Service

  Customer response

  08/11/2023

  
  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

  10/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  NO.*********, missing one item, T&T Bakery *************************** Tea Cake Roll 400g. ***************************************************************** Contacted customer service multiple times on Jan 07, 08 and 09 without further resolution. The customer service is totally useless and only replies to you by their template without further analysis or blaming IT. I was promised to be followed up but they never did. I also contacted the delivery person. The delivery person said I should contact customer service. The cake costs $7.83 plus tax if applicable. Please refund $7.83 plus tax if applicable. Personally, I would fire the person who handled the inquiry if I were the employer. In addition, I would investigate further if the delivery person misplaced the item or **** ** ** *******. The first time the driver who deliver NO.********* came without taking photos, while the driver who was responsible for order NO.********* purposely took photos, which seems **********. In addition, usually, the plastic bag was bundled with red taps/blue taps. However, I found one of the taps is loose for NO.*********. I do not want to assume the worse of the driver, but I do not understand the inconsistency of when the first driver delivering NO.********* did not take photos while the driver for order NO.********* took the photos. It should be mentioned that order NO.********* was refunded automatically while the taps are tight while the ********* refunded for the weight difference but left out the missing cake.There are always missing items when I order from T&T supermarket online. Both NO.********* and ********* are missing items. Last time four items and this time one item while they still charge both additional fees of $3.99+$5.99. Both times come to be =$5.99*2+$3.99*2 = $19.96. I do not think it is fair to charge these fees when T&T supermarket online always missing items. Furthermore, I do not feel appreciated as a customer for having to chase them for a refund for No *********

• Initial Complaint

  04/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an online order on Jun 25th on T&T website. The order No.********** It was delivered on Jun 26th. When the driver arrived he made a phone call. I immediately opened the door, found the grocery placed at my door. But one thermos bottle is missing. I contacted their company and filed for a refund on Jun 26th for $55.99. They denied the refund on Jun 29th, said the item is delivered. They gave me no explanation. And it’s really hard to get in touch with them, constant waiting online. When you do get in touch, they never gave you any specific answer, just keeps saying wait 7-14 days. It’s impossible for me to claim for a refund for the item I never received. Hope you cound kindly help me look into this matter. Thank you so much!

  Customer response

  06/09/2022

  The company has contacted me and give me a refund. Thank you so much for your help!
  
  
  Regards,
  
  ******** ***

*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. ↩