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Business Profile

Discount Stores

Smart & Final

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Smart & Final's headquarters and its corporate-owned locations. To view all corporate locations, see

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Smart & Final has 18 locations, listed below.

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    Customer Complaints Summary

    • 31 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/25/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Well I have written to you through the site 7 times now and have not received a SINGLE response. So maybe this will work:All 3 stores near me (in 3 different cities) are NEVER properly stocked. There are certain items that are worse than others. I just went to all three and could not find even ONE bottle of First Street (your own brand) Blackberry/Raspberry water. This has been going on for many years. There are usually some bottles of other flavors, the orange and black cherry are almost always in stock. A year ago I started counting the times i visited a store and found zero in stock. It averages to 8.5 times out of stock for every 10 visits.I'd buy it by the case but I am told I cannot "order." The store manager at ******** is a real piece of work and has done some very ....questionable things. He says I can't order and checking the back is pointless because you NEVER have any extra stock. I would think that you would keep track of such things and stock more, especially for non-perishable items.Every so often I do take a quick peek in the back and of course there IS stock back there. I try not to shop Lakedwood because this guy is such a jerk and very rude, to everyone.I am aware of the egg shortage, but it is really ridiculous how often I see items missing from the shelves.Why is this???

    • Initial Complaint

      Date:12/17/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The food being sold at this store on 12/08/2024 is no good and poses a threat to public health the food makes you instantly fat and encourages medical health problems

      Business Response

      Date: 12/27/2024

      Thank you for bringing this matter to our attention. We have reviewed the customers complaint and reached out to them directly to gather additional information regarding their situation.
      Our goal is to fully understand the issue and work towards a resolution that ensures their satisfaction. Once we have all the necessary details, we will address their concerns promptly and appropriately.

    • Initial Complaint

      Date:12/17/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Smart and final weekly ad has Don ********* coffee 45 ounce can regularly 8.49 on sale for 5.49with the purchase of four do not have in stock in store asked for a rain check was told that they changed their policy and dont redeem rain checks for items that have that type of savings have received rain checks in past for same item was told by manager that it was out of stock at their warehouse and thats smart and final was under new management I did check their website for rain check policy, which still is practice This issue occurred at the Montebello store on December 5, 2024

      Business Response

      Date: 12/27/2024

      Thank you for allowing us the opportunity to address this concern. The store has responded to the customer directly and provided clarification regarding our rain check policy. Additionally, the store has offered to honor the promotional price on the customers next visit as a gesture of goodwill.

      We trust this resolution will meet the customers expectations. 

    • Initial Complaint

      Date:12/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On the 22nd of November I went and asked one of the team members can he open the restroom he did so I went into the restroom I finished my business and I attempt to flush the toilet and the handle pinch my skin and what seems to be unrealistic but that's what happened I have photos. I received tetanus shot add a TB shot, I left a complaint form at the store for them to contact me but as of yet no one has contacted me so I'm asking what steps am I supposed to take next I don't want apology I want them to pay me for the TB test and the tetanus shot and fix the toilet

      Business Response

      Date: 12/12/2024

      upon receipt of this complaint. Smart and Final assigned this to the General Liability manager, who then actively attempted to contact this customer at the phone number provided. The number is out of service. we attempted to contact the customer twice via the email address again to no avail. We confirm the store did report this incident but the number on the internal document, provided by the customer was not in service. We are hereby expressing our sincerest apologies and are willing to participate in a conversation to resolve the complaint by reimbursing the customer for the amount indicated in this ******************** complaint. 

    • Initial Complaint

      Date:12/08/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      So theres weeks where I purchased produce from the ******** Smart & Final, but there has been days where they sell nothing but expired produce to the point where theres no expiration on the produce I went yesterday to purchase fruit for my week and I majority of the stuff that I purchased was expired i woke up really sick from eating it this is not right at all and the store is selling stuff like this

    • Initial Complaint

      Date:12/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I got discriminated for being Mexican . The cashier ***** was so rude and mean

      Business Response

      Date: 12/27/2024

      Thank you for bringing this matter to our attention. We have reviewed the customers complaint and reached out to them directly to gather additional information regarding their situation.
      Our goal is to fully understand the issue and work towards a resolution that ensures their satisfaction. Once we have all the necessary details, we will address their concerns promptly and appropriately.

    • Initial Complaint

      Date:11/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10/19/24 I went to the S&F on ******** in ***********. They had General ***** cereal and Coffee Mate ******* both for $0.99. The shelves were empty and the sale was through to 10/22/24. I asked an associate and was told their shipment would be there soon . I returned on 10/20 shelves still empty.Again spoke to an associate and was told shipment came in and shelves would be stocked that night, I made a 2nd trip later and nothing.On 10/21 am called and was told yes they had their shipment but were short staffed and didn't know when they would restock. I made a final attempt on 10/21 in the morning shelves still empty. The associate said that she's off at 7 but was working on getting the items out and to come back before she was off work so I did at 6:45 pm. Shelves still empty what I did find were 3 boxes that the cereal came on the ground below the shelves empty. I have never had a problem like this in my life. The product was there but it was never put out why advertise the sale then. Frustrated from all the trips I made trying to catch this sale that ended up costing me instead. Ridiculous...

      Business Response

      Date: 11/14/2024

      Thank you for allowing us to address this concern. We have resolved the issue with the customer by reaching out directly and honoring the sale prices for the items that were unavailable at the time of their visit. The customer has expressed satisfaction with the outcome, and we appreciate the opportunity to ensure their experience was aligned with our commitment to service.

    • Initial Complaint

      Date:11/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Extremely disappointed, was directed to unload my vehicle for returns, employee started returning everything, then manager stepped in and said they won't take returns on name brand items. We are within the guidelines of the return policy, nothing was opened or touched.

      Business Response

      Date: 11/11/2024

      As we strive to resolve this matter for the customer, we have requested additional information, such as the store location, a copy of the receipt, and the specific reason for the refund request. Once we receive this information, we will be able to assist the customer promptly and ensure that we address all their concerns in accordance with our return policy guidelines.

    • Initial Complaint

      Date:10/21/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am sadden how a person like me can wake up before sun rise and be prepared for the day On 7/1/2024 I was at the park right when the sun came up to look and talk to the ducks like I have been doing for the past week So I am in troubled time in my life and in desperate need of hope So around 5:30 A.M I received a surprise order from Shipt for Smart and Finale. So desperate for the need to do something constructive I took this as a sign from God to take on and give society another chance. So reading the attachment can give the story aof when I went into the store I feel the way the manager (if that was the manager, he said e said I was insulting his employees and the other person with him said nothing) came up to me was bullying and unreasonable for not even hearing my side for one second. I can get in trouble if those groceries did not get to the customer, or this problem does not get resolved. Also, by the manger threatening me to get out of the store before he calls the police and not reason was given reason I feel my Civil Rights of my United States Citizenship was violated

      Business Response

      Date: 11/13/2024

      Our customer relations team has contacted the customer to gather additional information and provide assistance with their concern regarding one of our stores. 

    • Initial Complaint

      Date:09/26/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      **** to store based on their advertised sale on soda. I purchased said soda and there were no signs stating a limit on the amount. went I checked out I was charged more than advertised price. At that time they said there was a limit. Long story short, mgr would not honor sales price, so I stated a wanted refund. She played a game with the refund, first refunding then charging again, etc, finally said refund entire order. She would not refund me full **** Then told me difference is sales tax (items were all food, plus, if a refund, tax is refunded too). She kept playing games and trying to confuse situation in refunding different amts, Finally had to tell her, take org total, deduct the 2 refunds already gave me, and the difference is what she owes me. She as a mgr and could not do basic math. I felt she was trying to make it complicated to confuse me, and when her till did not balance at night, she would take the difference for herself. I have written the store 3 times trying to get a response and an apology and they have not respond except with we rec'd your compliant and someone will get back to you. I feel this mgr was trying to rip me off and the store did not honor their advertised price, and in fact told me they don't have to. I have all my receipts and photos.

      Business Response

      Date: 11/13/2024

      Our Customer Relations team has proactively reached out to the customer to provide a clear explanation of our policy on these advertised items. Additionally, we have involved the appropriate department to coordinate with the store, ensuring they are informed about the situation and can assist as needed.

    Smart & Final is NOT a BBB Accredited Business.

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