ComplaintsforSmart & Final

• Initial Complaint

  04/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 3/14/24 at 1:28 pm I had went to this store (store# ***) to be profiled and treated with disrespect and totally discriminated against. I had asked to place my bag behind the register so that I may get my car. I live down the street and had not planned on purchasing as much as I had. I returned in 5 min. To my bag being gone rude service and the workers accusing me about being on camera before. I have no idea what they were talking about. I live down the street Im a social worker who has never done nothing to this store or workers. All this was done in front of customers. When I started to contact legal advice they rang up my bag. However this is discrimination and way out of line.

  Business response

  05/08/2024

  We are sorry to hear about the customer's experience at the store. We have reached out to the store to better understand the situation. The management staff informed us that this customer has a previous record of shoplifting wine and during the recent visit, one of the workers witnessed the customer putting wine in their bag and attempting to leave the store.
  
  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Item priced at $3.99 but rang up @ $6.49. Had photo of price. Store would not honor price that is clearly visible and every item is stocked at that sticker!

  Business response

  05/08/2024

  I'm sorry to hear that the customer had issues with the pricing of their hamburger buns. We have contacted both the store and the cashier regarding this matter, but they did not recall the customer bringing the price discrepancy to their attention. However, we would like to assure the customer that if they had raised their concern, it would have been addressed immediately at the store. To make up for the inconvenience caused, we have offered the customer a $25 gift card and are currently waiting for their response. Thank you for bringing this to our attention.
  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a gift card in the amount of $50 for Nordstroms for my nieces birthday. When she tried to use the card, ********** told her no money was ever loaded on the card and it was worthless. I then contacted manager ******* at subject referenced S&F store in *****************, and he told me once the gift card leaves the store it is no longer their responsibility .I had to send my niece another $50 via Apple Cash because her gift card I paid for was worthless.I am asking to be reimbursed for $50.00

  Business response

  05/08/2024

  Thank you for bringing the gift card issue to our attention. We understand the frustration that our customers face when their gift card doesn't work. To resolve the issue, our banking team has contacted the third-party vendor responsible for managing our store gift cards. We are now waiting for a response from the customer to provide us with more information so that we can move forward with resolving the issue.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  First, on Saturday, 3 February ****, I shopped in at Smart & Final Store #*** located at ***********************************************************************. As I checked out with my order and as I have always been required to do, I gave the cashier my personal check with my ********** Drivers License, plus my home address as printed on my check, matches the data on my drivers license and both reflect that my home address is in *******.The cashier stepped away from the register and returned with *****, a person I have previously interacted with about placing a special order for merchandise that was not available in store. Second, ***** refused to accept my personal check and stated that the store does not accept out of area checks. I pushed back asking ***** what she meant by out of area, I live in ******* and the store is in *******, how is that out of the area. Furthermore, I inquired as to when did this policy go into effect because I most recently shopped within the past few months and as I always do, I wrote a check for my purchase.Furthermore, I explained to ***** that I have been shopping at this store location for more than ten (10) years and I have only ever written personal checks for my purchases in at this store location.Third, *****'s behavior could ultimately be construed as discriminatory on far too many levels to count. In the future I would hope that ***** will proceed with caution, to the extent that if she is randomly selecting customers to whom she prefers to deny services for any reason or no reason at all, I believe the behavior could be problematic for Smart & Final.*****, ***** lied to my face during this interaction because there is no such policy and, in that moment, I knew well better than what she was telling me. However, what is a customer to do when someone stops you in the front of a line of customers at checkout and makes a spectacle of a simple business transaction.This incident was a major inconvenience.

  Business response

  02/14/2024

  Good morning.  Our District Manager that oversees this location has been in contact with this customer and has addressed the situation.  We at Smart & Final take customer service seriously and our ******************* team is always willing to help.

  Customer response

  02/23/2024

   
  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,
  
  V. *******************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I used my *** (Calfresh ) card to make a purchase at Smart & Final, Store 332, ************************************************* at 7:00 am on the morning of Dec 15, 2023. My *** information was skimmed and used to make illegal purchases at five stores on that same day. My loss of *** funds totaled $762.51.I approach the ************************************************ store manager on Dec 20 when I realized my account had been compromised. Store manager immediately denied any culpability, asked how did I know the *** info was stolen from that store, and suggested I go to each of the stores where fraudulent purchases were made and ask for my money to be refunded. Manager said their card machines were checked every evening for fraudulent activity and that their machines were secure.

  Business response

  01/23/2024

  Good afternoon.

  We regret that this happened to you and wish we could help further. 

  We take our pin pad security seriously and each store is to check their pin pads daily.  We have also created and use security seals that will let our team know if a pin pad was tampered with. 

  The store in question has not had any issues with their pin pads nor have their pin pads been tampered with.

  Again, we regret that this happened to you.

  Customer response

  02/07/2024

   
  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

  11/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They charged me ***** for a package but the price on a package was ****. I noticed it at home. They always make mistakes like this in their favor.

  Business response

  11/20/2023

  We apologize.  It does look like we charge the incorrect price.  Please bring the picture you have provided back to the location for a refund.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August 28th 2023 6:30 am Smart and Final ***** ********************* ******** ** ***** I purchased detergent advertised on the weekly advertised flyer. It was not discounted on receipt ($2) This seems to be a common practice at this store or all Smart and Final stores. Maybe its their business plan that customers are not aware of this ongoing scam. Buyer beware .

  Business response

  10/09/2023

  Good morning.

  The coupon in the ad is for a 60ct pod
  The coupon the customer clipped if a ******* pod
  The item the customer purchased was the 60ct. 

   

  Customer response

  10/11/2023

   
  Complaint: 20671732
  
  I am rejecting this response because:
  
  Smart and Final agreed that I purchased 60 ct detergent as shown in the ad -$3.00.. but i paid the full price not $12.99 as shown on the receipt. Smart and final can refund the difference back to my **** card . I wonder how many customers have been paying full price in the advertised weekly store paper . 

  
  Thank you, 
  *******************************

  Business response

  10/16/2023

  Good morning.    As previously stated, the customer "clipped" the incorrect coupon and that is why they did not get the correct discount.  If you provide me with a mailing address, we would be glad to send you a $5 gift card for the misunderstanding.

  Customer response

  10/20/2023

   
  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.
  Customers Beware of Smart and Finals unprofessional bait and switch business practice. 
  Sincerely,
  
  *******************************

• Initial Complaint

  06/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchase in smart and final 29 May 2023. I made one single purchase. When I checked may bank statement I noticed a as charge twice for the same items. I notify the store in regards to the error and they told me to wait a couple of days and one of the charges will drop off. Three days later I checked my balance in my account and the two charges were still there. I notify the business again about the matter and as informed that its nothing they can do about it now because I didnt keep my receipt. I want my money back because their system malfunction I shouldnt have to pay the price. I usually do not keep my receipt when I purchase two item. I greatly appreciate your help in this matter.

  Business response

  07/07/2023

  Good afternoon.

   

  Would it be possible to provide some further information so we can resolve this complaint.

  1.  Where was the store that you shopped?  City, Street?

  2.  What was the total of the purchase?

  Thank you.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Our business has a charge account with Smart & Final. ** December 2022 we reached out regarding a fraudulent charge on our account. We have been bounced around to multiple departments to try and resolve the issue. When we reached the appropriate party they complained that they were understaffed and seemed disinterested in resolving the issue timely. We finally were able to get all parties to agree that the charges were fraudulent in February 2023 and were told that these charges would be cleared from our account. As of April 2023 we are still waiting and have sent multiple emails and phone calls with no response. This issue has now placed a hold on our account and we are unable to make purchases in store hindering our ability to conduct certain aspects of our business.

  Business response

  05/05/2023

  This customers issue was resolved on 4/20 as soon as it floated to the V.P of the credit *****

  Customer response

  05/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. However, I would like it noted that resolution took over five months during which time our organization was unable to use our account. Moreover, resolution on came following months of  countless emails and calls along with forcing an escalation within the organization before the situation was finally addressed. Nevertheless, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an **************** gift card as a holiday bonus and immediately placed it in my safe. I just want to use the card and there was severe fraudulent activity on it from many purchases at this store In **********. I live in ******** and have not been in ********** and do not know this store. When I try to call the phone number listed, they just hang up. When I call the 800 number listed online, there is no option to deal with a fraud department. **************** does not return calls.

  Business response

  02/07/2023

  We at Smart & Final are sorry to hear about this mishap with your **************** Gift Card.  We would suggest that the individual contact **************** for reimbursement. 

  Customer response

  03/15/2023

   
  Complaint: 19323655
  
  I am rejecting this response because:

  I have spent a total of over 20 hours on the phone with the company that sells the **************** gift cards regarding this issue!  They, repeatedly, have said I need to contact the business that the gift card was used at since the card was used and accepted by the business fraudulently.
  
  Sincerely,
  
  *******************************

  Business response

  03/29/2023

  Good morning.  I have tried to contact the individual at the number provided, but did not get a response.  We have reached out to our Gift Card Provider - Blackhawk.  Unfortunately they do not handle Amex cards, but they informed us that Amex should handle this.

  Here are the contacts they provide for Amex

  American Express BlueBird ************** 

  or

  American Express Serve **************

  Hopefully this is helpful.

*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. ↩