ComplaintsforStater Bros Markets

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A $100 gift card to ********* was purchased as a gift at the Stater Brothers Supermarket located at *******************************************. I recieved it as a gift from my mother in law, who had purchased the ** the same day she gave it to me. We found out upon trying to upload it to my Lululemon profile, that the gift card was invalid. I went down to the store and spoke with a few employees and they tried to sort it out but come to find out that ALL the Lululemon gift cards had been tampered with. They were not able to give me a refund since I didn't purchase the **. My mother in law went into the store the following day and they took all her receipts and the gift card and told her they'd have to contact the ** company and corporate. They also told her to call back to find out what the outcome was. My mother in law is a 65 year old woman that goes to dialysis 3 times a week. She takes care of my 3 children, she does NOT have the time to be calling anyone over a $100 charge. We ask that this store do right and get things sorted out for her as soon as possible. Not the type of business we'd like to ever associate with for treating my elderly mother in law like this. She is not the scammer!

  Business response

  04/23/2024

  Hi *********, 

  Thank you for escalating this issue.  Please allow our team a few days to investigate this issue.  We will contact you soon with additional information.

  In the meantime, if you have any additional questions or comments about this case, please contact our office @ ************.

  Thank you,

  Customer Care Management. 

  Customer response

  04/24/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. But will await a resolution directly from them. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a $50 Sephora gift card in Stater **** Placentia on Dec 5, 2023. My sister tried to use the card on Feb 13, 2023 and it had $0.20 balance on it. The scammer collected the pin number, waited until we purchased and made a purchase online on Dec 10, 2023 10:56am - according to Sephora. ******* said that we have to work with 3rd party to mitigate problem. The local and corporate Stater **** store checked only that the full balance of card was activated at time of check-out and say they can't do anything about it. The theft/scam happened in their store. They're selling goods that do not have value to customers. How can they just ignore the issue and continue to sell these on their shelves?

  Business response

  04/23/2024

  Hi ********,

  Thank you for bringing this to our attention.  Please give us a few days to investigate this issue and we will get back to you with a solution. We ensure that your concerns are being addressed. In the meantime, if you have any additonal questions, please contact our office @ ************.

  Customer Care Management

  Customer response

  04/24/2024

   I am rejecting this response because:
  
  The business still hasnt resolved issue.  They are requesting time to investigate.

• Initial Complaint

  04/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to express my frustration regarding a gift card purchased at Stater **** in *******. On [Date of Purchase], I purchased a gift card from your establishment with the intention of gifting it to someone special. However, upon the recipient's attempt to use the gift card, it was discovered that the balance on the card was zero.Enclosed with this letter, I have provided the two receipts as evidence of the purchase made at Stater ****. The receipts clearly indicate the purchase of the gift card in question.Despite multiple attempts to resolve this issue, the matter remains unresolved. Given this discrepancy, I am reaching out to your customer support team to seek assistance in resolving this matter. I kindly request that you investigate this issue and provide me with a resolution at your earliest convenience.Please advise me on the steps I should take to rectify this situation and restore the balance on the gift card, or provide me with information on how I can obtain a refund for the amount originally spent on the card.If this matter is not resolved promptly, I will have no choice but to take legal action to seek restitution for the funds lost. I hope it does not come to that and that we can resolve this matter amicably.I appreciate your prompt attention to this matter and look forward to your swift response.

  Business response

  04/22/2024

  Hi ******,

  Thank you for contacting us.  We received your information, and this matter is currently being investigated by the ************* team at ********************** ***** **********************.  Our team will contact you directly with any questions or additional information requests. 

  Best Regards,

  *************.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi there I purchased two Nordstrom gift cards worth $200 each from Stater Brothers in ******** And gave them as gifts to my friends Couple days later i see my friend and she tells me those cards dont have any value When I called Nordstrom about this they told me those cards were hacked by scammers. I would like to know if you guys can help me get my money back Thanks in advance

  Business response

  01/22/2024

  Hi Ilyana,

  Please contact our ************* team at ************ to provide some additional information about this incident.  

  Thank you,

  Stater ***** Markets 

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought some ******************* sausage to make lasagna 12-16-23. Cooked the dinner 12-17-23, and later became sick. Upon inspection of the remainder of ******************* saugage I found it not only expired , but had string in it!

  Business response

  12/21/2023

  Hi *****,

  Thank you for bringing this to our attention.  We are in the process of investigating this issue and will need to speak with you to obtain additional information. You will receive a call from our team at the number provided.  If you need to reach out to us for any additional assistance, please call our ************* team at ************.

  Thank you, 

  Stater ***** Markets ************* 

• Initial Complaint

  11/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Visited the Stater Bros Market in Lake Arrowhead, California. Store number #92 and it was unable to be selected on the previous page. Purchased 4 2 Liter Sodas marketed as 4/$5. There were at least 20 varieties with the identical price tag, stating Mix and Match 4/$5. I selected 2 Diet Mt. Dew, 1 Diet 7Up and 1 Diet Canada Dry. When I checked out and entered my member number, the price of the individual sodas did not change to reflect the sales price. The store was very busy and instead of holding up the line forever, I paid and then attempted to fix the issue with the manager I spoke with. The manager acknoweldged that all the signage was 100% identical however she said that the sale is only 4/$5 for Pepsi products or 4/$5 for 7 Up product, not mix and match between the manufacture brands. I asked the manager where it said this on the shelves so the consumer could make an informed decision and she said the local store is forbidden from corporate from putting up signs to help the customer understand what brands could be combined and which ones could not. In lieu of this confusing prices that only the manager could explain, I asked for price matching to reflect was posted on the shelf and was refused. When I got home, I went to Stater Bros online and added the identical items to a cart and the price was 4/$5, not individual pricing. What appears to have happened is that the local Stater Bros has made a mistake in ringing these items up (based on the fact online pricing honors the sale) and instead of owning their mistake, they told me I was wrong, it was confusing but to bad. This amounts to false advertising, fraud and theft given that they took my money without honoring their pricing. The uploaded documents are my original receipt showing NO DISCOUNT and a photo of an online shopping cart with the identical items showing the sales price. This alone is proof that the local store is refusing to honor company pricing. Refund should be $4.96 plus sales tax.

  Business response

  11/29/2022

  Good Afternoon,

  
  

  After reviewing the information provided , here is our findings/response.  There are two different promotions being ran currently.  One ad is for Pepsi products and the other is for 7-up products.  The promotions do allow for mix/match options, however; the Pepsi products cannot be mixed with the 7-up products and vice versa.  Please see the sales ad that shows the promotion.  

  
  

  If there are any further questions, please contact us directly @ ###-###-####. 

  
  

  Thank you,

  
  

  ******* *******

  Customer Care Director 

  Stater Bros. Markets

  Business response

  11/30/2022

  Good Afternoon,

  
  

  In regards to your question about the website, the search functionality will allow you to add the items to your cart showing the sale price, however; if you went through the checkout process, it would correct the pricing to show that you did not qualify for the promotion. 

  
  

  If you have any further questions, please contact the Customer Care team at ###-###-####.

  
  

  Thank you.

  Customer response

  12/01/2022

   I am rejecting this response because: the response from the company was incorrect. I have attached a screen shot of my cart, that has credit card info added and all I had to do was hit purchase to complete the transaction. As you can see from the cart, there are ONLY 3 sodas in the cart and they are a mix of Pepsi and 7Up products. Each of the three items has been discounted to $1.25 showing that not only CAN I MIX AND MATCH, I also didn't need to purchase 4. This alone shows that the pricing I received in the store was wrong as the online purchases are allowing mix and match and less than 4 items. The question that was never answered even though I asked multiple times was - If all the price tags look alike, how does a customer know which products are produced by Pepsi and which products are produced by 7Up? There is no list for customer reference so how would a customer know what they CAN AND CANNOT MIX AND MATCH?

  
  

  Based on the previous responses, it appears Stater Bros has been quite dismissive of this complaint and has completely failed to understand that even if what they say is true, they have created an extremely confusing situation for it's customers and employees. Either way, I will be posting screen shots of my online carts as well as my receipts on all review sites to alert consumers to this current situation and how Staters is not honoring even it's own online pricing.
  
  
  

• Initial Complaint

  05/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I'm a truck driver who delivered food to their facility. I was charged $465 for the lumper to unload the cargo. I realized that I was never issued a receipt for this payment, so that the company that I drive for could reimburse me. After contacting Stater Brothers, requesting a copy of the receipt, I was given an email address. I emailed the company with all of the load information, as well as the copies of the Bill of Lading. They claimed that there was no record of a receipt. What type of business does this. Now, I will be charged $465.00, which is outrageous.

  Business response

  05/18/2022

  Upon receiving the notification, we were able to contact the customer as we needed additional information to assist her.  We were successful in reaching the lumping company and they sent us the receipt in question.  We have provided the customer with the receipt she needed so she can now submit for reimbursement.  The receipt was sent via email and by text on May 17^th.

  Customer response

  05/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1718****, and find that this resolution is satisfactory to me.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a $25.00 AMC Theatres gift card, from the STATER BROS. Market in Grand Terrace, CA [NOTE: it may have been from the Loma Linda, CA store - - per a line-item from by credit union account - - indicating a September 3, 2020 purchase]. The card has not "worked" with any money on it, as I'd inadvertantly found out, when I had tried to use it at the AMC Theatres in Fullerton, CA. After bring it back to the G/T location; and having "*******"/shift-mgr. uncooperingly not help me? And, per her directive to seek redress with the corporate/AMC Theaters (in Kansas), I have. They're rejecting responsibility; and having me go back to S/B Corporate. I've gone there in-person, about 2 weeks ago. Their senior/customer service supvsr., "*****" has promised to research this and "return" my hard-copy of the actual card [NOTE: I have the scanned-information, including the number on an e-file]. She's not done this! I'm "still" out $25.00. Someone, like the S/B Corporate, is "liable" for my loss.

  Business response

  08/19/2021

  To whom it may concern:

  Upon investigating the incident with the AMC gift card, we found that this card was not purchased from any of our supermarkets.  There is a UPC (Universal Product Code) on every product that we sell, and this code is not compatible with our operating system; we did not sell this gift card.  We informed the customer of our findings.

   

  The customer is correct.  We do have her gift card.  When the customer requested we give her the card back, we asked her for her current mailing address, but the call was unfortunately disconnected before we got her address.  If the customer will supply us with a current mailing address, we will gladly mail her the gift card back. 

  Customer response

  08/21/2021

   I am rejecting this response because:
  
  The Stater Bros. Markets Corporation is "LYING"; perhaps! This is why they won't return my evidence, of the giftcard, as requested. I DID purchase this card; not from the "Grand Terrace" store, as I've indicated? BUT...as my credit union's transaction shows, the non-cash/gift card purchase of $1.25, on September 9, 2020 - - from the "Loma Linda" store's location! This corporation is a THIEF! They probably have either an employee-cashier embezzling from them, via their registers? Or...they are the victim-store-corporation, themselves, of selling BOGUS giftcard to unsuspecting customers, such as myself! I've submitted this story, to a tv-investigative program. I hope they take my story? Then, the Stater Bros. Markets Corporation's brand/name can be "dminished", in all of Southern California! Otherwise? I'll never get ANY justice for their thievery of me; and, will have lost $25.00 needlessly. I'm asking that you, BBB of the Inland Empire, keep/post this Complaint of mine, "forever" on your website, against this corporation. RLF (August 21, 2021).

  Business response

  08/27/2021

  Stater Bros. Markets has again researched your incident numerous ways and have found no evidence that the AMC gift card was purchased at any of our stores. 
  As you requested, we are enclosing all materials left with us to investigate the incident (receipts, paperwork, card). In addition to the requested materials, we are enclosing a $25.00 Stater Bros. gift card for your loyal patronage over many years. 

  Customer response

  08/28/2021

  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.

*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. ↩