ComplaintsforGrocery Outlet Inc. ( Corporate Office )

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to grocery outlet about two weeks ago and was attacked by four employees. One guy and three girls punched and maced me. After they attacked me I left the store to go outside but they followed me outside. When I went outside they attacked me again and maced me again. After the attack I have been suffering from head trauma, migraines, depression and PTSD. Grocery outlet needs to be held accountable for their vicious employees.

  Business response

  06/21/2024

  Hello,
  Thank you for contacting us. We're sorry to hear about your recent store experience. Each Grocery Outlet store is independently owned and operated and we would like to forward your concerns to the local operator. Please let us know the store you shopped so the operator can respond.
  Grocery Outlet ****

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or about 5/19/2024 I bought a pack of blueberries. I paid for it by Apple Pay. When I opened it to eat today (5/21/2024) it was already moldy. The receipt was lost. Brought it back to the store (the whole box untouched), ***** at the store refuser to take it back sYing because no receipt she could not be sure thai it was bought at her store even though she would be able to check because it was paid for with Apple Pay.

  Business response

  06/05/2024

  Hello, Thank you for letting us know. We're sorry to hear about your recent store experience. Each Grocery Outlet store is independently owned and operated and we would like to forward your concerns to the local operator. Please let us know the store you shopped so the operator can respond.
  Kindest *******************************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went in with a friend of mine to grocery outlet and all of a sudden he was bombarded with a black lady telling him he couldnt come in the store and I was like what in the world is going on here so I proceeded to call your human resources, lady, and with your corporate number I had and I had a conversation with her and we talked about everything. She was very, very nice, I told her that she told me I would get back with me and you never got back with me on the situation that took place. Well Ive lived here for 20 years. Ive gone in and out of that store and I watch the downfall of that store with the homeless people over and over and that was partly my concern. If ***** said something to the cashier, and by the way, how do you know you don't have any voice in there? It would be his word against hers. You have a camera, but if you have voice that is illegal so that being said, I have called to find out if he could go back in that store because when I work security, you have to have a trespass if you do not want someone to come in your store, but its OK for all these homeless people to approach me on your property and asked for money for burgers asked for money for whatever which is probably drugs or theres a mental mental health issue with them as well , but its your property and they do this over and over and its OK for them to do that to me. No, none of this is acceptable to me at all. What they did to him is called defamation of character, which means accused him of something when he walked through the door and instead of pulling him to the side and say something pulled that up on your camera because I was right there when that occurred so somebody needs to contact me on this situation or Im gonna continue to review right review as a matter, fact, I went and took pictures of the homeless in the parking lot and have them on my phone.

  Business response

  05/24/2024

  Hello,

  We're sorry to hear about your recent shopping experience, but we are Grocery Outlet Bargain Market, and do not have stores in ********

  Thank you.

  Customer Care

  ********************************************* Bargain Market

  Customer response

  05/25/2024

  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

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Some gift cards were purchased for me by friends in various amounts , here are the transactions in question:$150 $150 $75 $50 Grocery Outlet flagged these transactions as fraud , which I understand their decision however the lack of follow up following the decision is entirely unprofessional and Im not sure even legal. They sent me two gift card ( $150 and $150 ) and then removed the funds off of them . The $75 and $50 gift cards were never even issued. I spoke to ******** at customer service phone number ************** on 5/10/2024 who explained to me that these transactions were flagged for potential fraud because the purchaser information is different than the receiver . Im pretty sure that is typical for a gift card , as its a GIFT meaning you are purchasing for someone other than yourself. She went on to say ALL the funds for the transactions have been reversed on 5/7/2024 and returned to the purchasers. That it may take two weeks. To this day, none of the original purchasers received refunds . I do not have the funds either . So The Grocery Outlet has been in possession of funds for over 30 calendar days and refuses to refund or issue gift cards. I have called and emailed multiple departments, no one will respond . Im worried perhaps ******** is internally stealing the funds in question and that is why they will not respond to me OR the original purchasers emails and phone calls. I have read through the laws regarding gift cards in the state of ********** and it seems to me by failing to refund or issue the funds The Grocery Outlet may be going again the governing laws of our state. My desired resolution is that the original purchasers are refunded for the gift cards I never received funds for .

  Business response

  05/24/2024

  Hello,

  We apologize for this error. It was based on the system flagging these transactions as fraudulent, so subsequently we took action to cancel the orders so funds were not removed from individuals' accounts who were not associated with the transactions. Once we learned these were legitimate transactions, we credited the funds back to the credit card accounts that were used to make the original purchases. To protect the customer, we need to acknowledge that the system has flagged transactions as possibly fraudulent and take action to safeguard those not associated with the transaction.

  Again, we do apologize for the inconvenience this has caused and would like to send to you a Grocery Outlet gift card in the amount of $20.

  Sincerely,

  Grocery Outlet Inc.

  Customer response

  05/24/2024

   
  Complaint: 21747639
  
  I am rejecting this response because:
  
  Only 2 individuals have received said refunds (out of 5 ) .

  I understand these still may be in process even though I was originally assured these refunds were sent 5/7/24 , they were not . Instead no action was taken until I filed the complaint with BBB 5/22/24 after all forms of contact were ignored . 
  

  So this may very well be resolved, unfortunately I am unable to accept the response at this time Until All Original Forms Of Payment have been credited. 
  

   

  Sincerely,
  
  ***************************

  Business response

  05/30/2024

  Hello,

  At this time, our POS Department has assured us that all credit refunds for this case have been submitted. Each of these customers should have now received a credit from Grocery Outlet on their gift card purchases.

  Thank you.

  Customer Care

   

   

  Customer response

  05/30/2024

  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.
  

  I will accept the $20 gift they offered as what they perceived to be appropriate compensation for a MONTH of not receiving funds due and countless hours of attempted response. 
  

  Personally, I feel that I should be entitled to more but if $20 is what they feel in their consciousness is appropriate, then thats that . 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have asked several times to be removed from your email list. I have unsubscribed and blocked the emails. However the emails keep coming. Please cease and desist from sending me emails.Thank you

  Business response

  02/29/2024

  Hello,
  Your request to unsubscribe from our email database has been forwarded to our digital team for immediate action. As we are converting to a newer system, your request to unsubscribe will go into effect no later than February 29, 2024. Also, you can always click on the One-Click Unsubscribe button at the bottom of the email that you receive from us.
  Please note you can change your email preferences on the *********************** page by visiting GroceryOutlet.com. On the homepage you will see the Login at the top left of the page where you can enter your email address. If you are using a smart device you can also log in at the bottom of the homepage, just click on ****************** This will take you directly to your Email Preference page. Be sure and confirm that your information is correct, save your changes by clicking Save Preferences at the bottom of the page, and get ready to save!
  If you want to delete a particular store from your preferences, click on the down arrow to the right of the store you want to delete. Once it opens, click on Pick Additional Store, and once you Save at the bottom of the page, that store will be eliminated.
  We do appreciate your patience and apologize for any inconvenience this may cause.
  Kind regards,
  Customer Care

  Customer response

  02/29/2024

  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.
  Seems like the company grocery outlet took ownership of the complaint and handled it correctly.
  Sincerely,
  
  *****************************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The checker walked off and didn't finish bagging my groceries after I paid for it and the supervisor was right there and did not call him back or bag my groceries either stating I would have to wait after 5 customers even though I already paid for my grocery, which made me upset, the supervisor said the checker is taking his break, how he gone take a break when he didn't even finish bagging my grocery? So i went over to get some bags since the supervisor wasn't helping me either then she rushed over there in try to take my groceries from me after I paid for it are you serious and the security guard had to stop her from doing that, then she gone say to me " I can't come to the store no more"... what because her and her employee wouldn't bag my grocery like there paid to do. Here I am an old lady and this is how you treat your customers I'm going to have filed a lawsuit on her or your store cos I recorded it all and these types of workers should not be working at Grocery outlet the supervisor gone say to me "now you gone have bag your grocery somewhere else" which got me more upset, this happen at around 3pm at the ************* office on ********************** on 1./19/24 look at your store camera,

  Business response

  01/22/2024

  Hello,
  
  The customer in question was in our store on the date and time in question. She did purchase groceries at that time and later left the store with her purchase. There were no items that the customer purchased that were not taken by the customer that day. The customer brought her own garbage bags and requested the groceries be bagged in those. They were bagged in the garbage bags by the employee, who then went on break. The customer complained about the bags not being bagged to her liking and was removing items from the bags. The customer then took ********************************************* bags (Value of $0.25) each without paying for those bags to re-bag the items. The closing manager saw the customer taking the bags without paying for the items and confronted her about taking the items without paying. The customer then paid for the bags by giving the money to the security guard who was also there. The closing manager continued to assist customers in her line while the security guard assisted the customer in question with re-bagging her items to her liking in the Grocery Outlet bag that had then been paid for.
  
  In summary, there are no items that the customer paid for that she did not take with her. The first cashier assisted the customer until no further assistance was needed and left for a break. The customer later changed her mind and tried to steal Grocery Outlet bags without paying for them. Customer did not even have to wait in line to pay for the purchase of the bags and was further assisted in bagging her groceries by our security guard to mediate the issue. This customer got everything she paid for, didn't have to wait in line to make the second purchase, and was even assisted in re-bagging her purchase as requested. There should be no disputed amount. Video footage of the entire event from multiple angles is available.

  Thank you.

  ***** & *************************

  ** Bayshore Grocery Outlet

  Customer response

  01/22/2024

   
  Complaint: 21172219
  
  I am rejecting this response because:
  your supervisor is lieing for me to steal some bags i would have to walk out the store had she and her employee fully did there job it would have never came to this they both never finish bagging my grocery he left didnt wait for me to pay for the bags and your supervisor wanted to put me back at the end of the line when i was first how else could i have paid for my grocery do really think im gone pay ****** in not pay **** for some weak old bags .I was bagging my grocery doing a job you paid them to do,  now you have the nerve to say i was stealing where is the footage with me walking out the door with some bags your weak employee want to lie in say i stole bags to cover up the fact of them not doing there job --here you is paying them 10 bucks a hour and all they care about is 1 buck-- that  I would of ***** drop on the floor before i step out the store so aleast you would be paying those lazy bums for something --keep bagging those grocery cos thats all you good for--out
  Sincerely,
  
  *******************

  Business response

  01/23/2024

  Hello,

  The closing manager stated that the customer in question had finished her transaction and paid for her items. The customer then decided to grab ********************************************* bags when there was no cashier at the register to rebag her product a different way. The customer also refused to wait for other customers to make a purchase. With those being the facts of the incident that would make the actions of the customer a theft if she took the bags without paying for them. When the security guard intervened the customer gave the coins to the security guard which then completed the purchase for the bags she was taking. While no theft did occur, from any outside perspective it would appear that was going to happen since the customer took an item and refused to wait in line to pay for them. The customer was allowed to skip the like when the security guard took the money required to pay for the items she was taking.
  
  Referring to the earlier portion of the bagging of the groceries, the initial cashier bagged the groceries in a garbage bag at the request of the customer (which we normally don't do). The initial cashier waited until he was finished and asked the customer if there was anything else.There were no further requests of the cashier at that time from the customer,so the cashier then left to go on his break at the request of the closing manager. After the cashier had left for his break the customer complained to the closing manager who was assisting other customers who were waiting in line.The closing manager offered to help the customer in question as soon as she was finished with the customers waiting in her line. Customer in question was upset when the closing manager didn't force other customers to wait by stopping what she was doing and immediately help her. As there was no one else available at that time, the security guard stepped in to resolve the issue and took the money from the customer (which is not normally allowed in our store). The security guard also spent time helping the customer to bag her groceries the way she preferred (again something that is not done in our store).
  
  In summary there were several things done out of policy just to provide above and beyond service to the customer. Also it should be noted there is video evidence of the entire event showing the initial cashier bagging the groceries as requested and even waiting to see if anything else was needed. The initial cashier is seen in the footage standing at the register looking at the customer and waiting. Additionally the video footage shows the customer grabbing the bags from the register after the cashier left (and by her own statement refusing to wait in line to pay for them) which by any means if left ignored by the closing manager would have been a theft. Although that issue was resolved by the security guard who took the money and even provided additional service outside the scope of his job to bag her groceries for her.
  
  All of these facts listed in the above statement are established by the video footage. If there is any further dispute of the facts of this incident we are willing to provide a complete copy of the video footage to the BBB.

  Thank you.

  ***** & *************************

  ** Bayshore Grocery Outlet

   

   

  
  

• Initial Complaint

  12/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went into grocery outlet on Sat Dec 23 at approximately 645 pm. There was an old man in front of me who forgot his pin. The guy working register called for a manager. She came and began assisting customers who HAD NOT been waiting that long at the end of the line. The woman behind me made a gesture and a comment. I began complaining saying one man is holding up ***************. The guy at the register starting making up excuses for him then called me a N**** I began to argue with him and yell because he called me a n**** He denied it and the manager asked me to leave. I got kicked out of grocery outlet and was denied purchase of outmilk because of grocery outlets incompetent employees and unethical practices. Both of those employees need to be fired. Thank you

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am a frequent shopper of grocery outlet. Though I usually go to the one closer to my home in White ***** My husband works security at a bank on this side of town. So I was visiting this grocery outlet in Medford. from the moment I walked in the store. I had who I now know is ****** literally hitting the back of my heels with her cart. Following me everywhere I went. Asking for a price check because I grabbed something that didn't have a price on it. Everytime I turned around she was hovering and whispering (pointing and staring) at me! Showing me where I could get checked out like it was not even borderline harassment, it was harassment. My husband runs a security company and that is not how you do security at all. I am going to take this as far as I can. I will not be shopping with grocery outlet anymore. And I would like her to be gone. All she could tell me is she was doing her job doing her job. You're job is to protect the store and merchandise NOT harass an innocent woman. I am going through cancer treatments right now. It's hard for me to get out of the house it's sad I can't even go shopping for stocking staffers without having to stop and check my heartrate because ****** is following me so closely. I've called 911 on men for less.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While shopping at grocery outlet in ***** ** on ******* and ********* on 5/2/2023 with my fiance and 3 month baby during the check out process the cashier and manager **** became uncooperative and combative because my fiance could not lift sodas from bottom of cart due to having a recent cesarea they told her she had to lift them to the counter my fiance is still healing from c-section. Both the manager and employee were clearly high on some kind of stimulant and acting very aggressive towards me and my fiance. I would like for everyone that works for grocery outlet at ******* and ********* to be tested for narcotics i.e " methamphetamine" because I shop at this store with my 3 month old baby and don't want people that are high on methamphetamine to be working with citizens of *****.

  Business response

  05/04/2023

  Hello,

  We have forwarded your comments to the independent owners of the ***** Grocery Outlet store. Once we hear back from them, we will forwarded their comments to you.

  Thank you.

  Grocery Outlet, Inc.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  4/13/2023 I was purchasing an Item as I was shopping. An associate came out with a crate suddenly and very rudely said excuse me like he was having a bad day. As I proceeded to move apparently I moved in the direction he was going. He was even more irritated and said he was going that way. However, the manner he said was semi-aggressive and made me feel very uncomfortable. I decided to leave with the items I had already. When I was in the front to check out I saw the security. I asked him for a manager on duty and he stopped another young man walking by. and I explained to him what had happened. His response was "So he said excuse me!" I tried to explain the situation of how his employee was being rude and somewhat semi-aggressive. His response was "So! This ain't food4less or Ralphs! And began to tell me rudely in front of his associates and customers in the front that he didn't care that his employee acted like that loudly embarrassed me publicly and told me he was the owner. I have never seen someone treat a customer like this and Don't know where to go. It was very very bad. The feeling from the employee and the feeling I got getting humiliated by the so-called owner.

  Business response

  04/28/2023

  Hello,

  Please let us know which Grocery Outlet store you are referring so we may forward your comments to the independent owner-operator for a response. If you could also include any other details, that would be appreciated.

  Thank you.

  Grocery Outlet, Inc.

  Customer response

  04/29/2023

  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,
  
  *********************

  Customer response

  05/01/2023

  The grocery outlet in **********, **********, ********************* And the phone number to that business is area code ************

*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. ↩