ComplaintsforSmart & Final

• Initial Complaint

  12/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Last night at midnight my card was charged THREE times for amounts $200 and up. An additional charge for $105.95 was attempted but I was able to transfer my money into another account after the third charge. I have no idea what Smart & Final is. I researched the company and found that it's based in **********. I've never been to **********. I live in GA. This is unacceptable. I've never even had any previous transactions. I would expect a full refund of all the charges and to block Smart & Final from charging my card for any future references.

  Business response

  02/07/2023

  I tried to reach out to the individual but was told that no one by that name was there and then was hung up on.  We could need more information to investigate this complaint.  Our stores are only open until 10pm and we do not take payment over the phone.  I would suggest that this individual contact the card issuer, and file a claim.  

  Customer response

  03/07/2023

   
  Complaint: 19317706
  
  I am rejecting this response because: no one tried to contact me at all. This is not true. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Someone stole my money using this company. I've never heard of smart and final. 250 dollars of my money is gone and I've been in contact with this company with no response

  Business response

  01/13/2023

  Business Response /* (1000, 8, 2022/12/27) */ This has been handed over to our cyber security team for research. They are actively working on this matter.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  July 28, 2022, about 5:30 p.m., I (with many other shoppers) had been standing in line for a very long time at one of two open check stands at *** **************** Smart & Final. A third check stand opened and, instead of saying, "I'll help the next in line," the cashier said nothing triggering a third world rush of customers in line the shortest time. (This is a common S&F practice and in keeping with the overall crude and primitive level of S&F's poor **************** training, at least in*****************.) When it was my turn for check-out, the cashier (an Asst. Mgr.) said something like, "How's it going?" to which I replied calmly and civilly, "OK, but it would be nice to help those next in line when another check stand opens." The Asst. Mgr. said, "We're short-staffed." I replied calmly and civilly, "I'm not talking about being short-staffed, I'm talking about helping those waiting longest first." The Asst. Mgr. snapped back at me, "I heard you!" I replied calmly and civilly, "It didn't appear you heard me because I wasn't talking about being short-staffed." The Asst. Mgr. then went off saying, "You don't have to be rude!" I said calmly and civilly, "How was I being rude?" He then blew up in front of a large line of customers, twice, loudly, called me an ******* and said I could take my business elsewhere. I asked to speak to his supervisor and he lied about who I could talk to. When I called the S&F District Office I was rudely denied contact with the District Manager and was dismissed. When I called the Corporate Office, the same thing happened. When I left a voice message with *************, S&F's parent company, no one returned my call. The public needs to know that Customer Careup the entire chain of S&F management to Bodega Latina and back down to both S&F and ******** store workersis a public relations straw dog, a front and a phony, that disregard of customer concerns is the heart and soul of the dark corporate culture of S&F ******************

• Initial Complaint

  08/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The manager **** is always harassing me, taking me me like garbage, she is really mean. Always talks bad, nothing good to say; it's the store in ***** off ************ ***

  Business response

  09/30/2022

  Business Response /* (1000, 5, 2022/09/13) */ This is not a business complaint. This is a disgruntled associate and we have turned this matter over immediately to our Human Resource Manager for investigation.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid for an online order, but never received my groceries 2 days ago they have not returned my calls, I would like my money back I am a disabled senior.

  Business response

  08/25/2022

  Business Response /* (1000, 5, 2022/08/03) */ Customer did not answer the phone nor was there a VM box to leave a message but we will process a refund to avoid any further complaints. I see this order and also see that the customer stated that she did not place the order but that it was somehow transmitted and she was charged but did not receive. We have confirmation that this order was delivered to the correct address and therefore the team responded accordingly with below response:

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fraudulent Credit Cards Charges. On March27, 2022 there were 5 fraudulent charges and on March 29, 2022 there were two. The fraudulent charges total $2428.07. We've contacted our bank of course, but how could this happen? Smart and Final is the only source of these charges, so is it an employee? How did our credit card get saved and used in your store? How can I ever trust you again?

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/04/22) */ Smart & Final was never notified by the Customer that there was any problem with her transaction. **** did not contact the store manager, only filed a complaint with the BBB. I made contact with **** and was able to gather enough information to open a fraud case that is being fully investigated currently on 04/22/22. Once fully investigated I will contact **** ***** with the information.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The most recent transaction was Jan ******. **************** issues brought to the attention of the manager on duty, though difficult to tell if manager cares (never seems like manager cares). My concern was expressed in the form of a suggestion for improvement. In an effort to bring these ongoing issues to the attention of upper management, I again attempted to call "****************" phone number ************. This is very misleading. When you call this number, it says it is customer relations. It then asks what you are calling about and suggests that you push a number based on why you are calling. If it is not related to an online order, it is suggested you push "4" or hold. When pursuing the last option, you are switched to where you can leave a voice message. No one EVER calls you back. This is misleading - there actually apparently is not ****************/customer relations or place a patron can call for problems. Because even if you can leave a message, no one ever calls back. This is at least the 4th time in the past year that I have left a message. I would like them to actually have a live regional manager for the ***********A store call me back so I can speak with a live person.

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/02/02) */ Contact Name and Title: ******** Contact Phone: ************ Contact Email: ************************** There has been a gap in coverage on the Service Desk off and on due to the pandemic. We have brought in extra, (1/24/22 help to cover the back log of calls and emails. We are quickly catching up and returning calls and email concerns. This specific complaint was given to the District Manager responsible for the ********* Store addressing her compliant. The Service Desk has also converted to Operations and we now the desk fully staffed. Consumer Response /* (2000, 7, 2022/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is what DM said

• Initial Complaint

  12/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an online order from Smart and Final on about Nov. 23, 2021 to be delivered. All was delivered except the eggs. I contacted Smart and Final by email and received a reply. No credit was given for the missing eggs and the full amount of the order was deducted from my bank account. I've had several email conversations with ******** which is an automated service with live people without success to get the refund for the eggs. Because the company has delayed the refund, I'm requesting a full refund. All of this information is in the emails I'm attaching. I have not contacted my bank yet to refute the charge, but if this is not resolved, I will.

  Business response

  01/14/2022

  Consumer Response /* (-5, 8, 2022/01/03) */ I think Smart and Final's shopper/delivery service is the problem. I don't know who that is either. I think that Smart and Final should be held accountable for their vendors, however. So keep trying. I know this is a small amount of money, but I complained because it's the principle of the matter. Employees, vendors, etc. need to pay attention to the customers orders and fill them properly. Thank you.

• Initial Complaint

  10/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  0N 10/7/2021 AT SMART AND FINAL I WAS CHECKING TO SEE IF THE CHICKEN LEGS HAD COME IN, SINCE I DID NOT SEE ANY I TRIED TO ASK THE PERSON AT THE CHECK STAND..THE EMPLOYEE DID NOT SEEM TO WANT TO LISTEN INSTEAD WANTED TO SHOW ME THE FLYER..UN NESSARY INFORMED HER I HAD A RAIN CHECK.AT THIS POINT SHE TOLD ME IN A VERY LOUD VOICE THAT THEY WERE IN, SHE COULD SEE THEM FROM WHERE SHE WAS AND COULD I NOT SEE THEM.CHECKED AGAIN NOTHING .ATTEMPTTO ASK AGAIN SHE RUDELY JUST BLEW ME OFF.I WAS SO EMBARRASSED I THOUGHT ABOUT JUST LEAVING THE STORE.PICKED UP A FEW ITEMS, PAID FOR THEM.WHILE AT THE CHECK OUT I ASKED CHECKER WHAT WAS WRONG WITH THAT EMPLOYEE..NO ANSWER..MADE A STATEMENT ASKING WHY PEOPLE HAD NO RIGHT TO SAY ANYTHING OR COMPLAIN..NO REPLY..NOTHING..SILENCE..I AM EIGHTY YRS OLD, I HAVE NEVER HAD A PROBLEM IN THAT STORE..ALL I DID WAS TO ASK A QUESTION DID THE CHICKEN LEGS COME IN AND I STILL HAVE NO ANSWER..LEFT WITH A VERY RUDE EMPLOYEE..I ASK WHY, HOW CAN SOMEONE BE SO RUDE..

• Initial Complaint

  09/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Someone stole my credit card numbers, this company let someone come into their store and charge***** back to back on my card. I called they were so rude ******************************, they did however say they don't I'd if the person uses a card as debit, but did if they used it as credit, they clearly don't because he used my card as a credit card since he didn't know the pin. They need better policies and also need to learn to be kind and understanding because it's their job to take care of customers, while I have t been a customer, I could have been in the future. I don't even live in ********** and still had this place let someone use my card as a credit card and not follow their own policy

*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. ↩