Complaints

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.

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 went into my local stater brothers store in ******* off of ******* and Menifee rd today to buy the ground non linked hot Italian sausage and to my surprise they didnt have any, they didnt even have any opening for it. So I asked the butcher what happened, they said it was VERY popular at this location but corporate decided to take it away. You still have it in links so I asked for two pounds of the links and while doing it I noticed the mild sausage in the bulk unlinked form is untouched for the day and I noticed the miles sausage links were hardly touched BUT even the hot sausage links were almost halfway gone. So clearly the hot sausage wins, even your butchers say the hot Italian sausage in the unlinked form is VERY popular. Why did you make that decision? Why? Were you taken over by another company looking to ruin stater brothers? Please bring back unlinked HOT Italian sausage.

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 recently started returning my CRV to Stater Brothers. But just today they told me that they no longer will be accepting my returns. Any business that sells *** products are MANDATED BY LAW to have them returned. They said that the returns of others posed a danger to their employees. BS! They just do not want to do their jobs. Only 2 employees do the returns. And are open only Monday thru Friday, 8 am to 5 pm. No Saturdays or Sundays. Their **- ***** is a total snob and thinks evening is a joke. Who's a** did he kiss to become GM? ****** or ****** should be the ** for this store #**.

• Initial Complaint

  Date:10/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 went to cash a lotto ticket in and I seen the manager input the numbers in the system because my my scanner was messed up on the scratcher part so when he did it said that stater Brothers was awarded 100 $1,743 and then turn around and tell me that it wasn't a winner I have the original copy of the scratcher and he wouldn't give me his name or information when it came to who he was he was wearing a white shirt with a red Thai this was at baseline and ******** in ************** ********** ***** or 5 my name is ****** *****

• Initial Complaint

  Date:04/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/22/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 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

  Date: 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 Answer

  Date: 04/24/2024

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

• Initial Complaint

  Date:04/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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

  Date: 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

  Date:01/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 01/22/2024

  Hi Ilyana,

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

  Thank you,

  Stater ***** Markets 

• Initial Complaint

  Date:12/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:11/23/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/10/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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'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

  Date: 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 Answer

  Date: 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.