ComplaintsforRaley's Supermarkets
Grocery Store
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/06/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I sent an email and called twice . I was told via phone last week that the 11..95 delivery fee would be removed , but i have yet to receive this in writing or seen it adjusted from my original payment method . Order : 2ZWGT5YT-1 date of service 11/23 Spoke to the store directly and also customer service on phone.Initial Complaint
10/17/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Issues with e-cart services regarding my delivery order #***V3W8U that I placed on 10/12/2023 several missing items and spoiled food.I have been trying to escalate my concerns to upper management because e-cart services is not properly doing their job, also I'm refraining all correspondence with them for the fact it's stressful. 10/12/2023 to current I have tried to contact ******* by email, and by telephone at **************, which I was on hold for over 45 minutes each time and nobody answers the phone lines, and their live chat is unavailable. In addition, I contacted ******* at ******************************************************************* at **************. They were unable to assist me as well. The individual who answered the phone stated that the customer service center was having difficulties. My concerns are when I initially contacted e-cart, I received a text message that my order was mixed up with another order. When I contacted them the person who answered the phone seemed to lack understanding of my issue. Furthermore, they were unable to locate any outgoing messages that had been sent to me, which made it impossible for them to assist me with the missing items. Frustrated by this encounter, I decided to escalate the matter by reaching out to the Freeport Store Manager. ******** promptly forwarded my concerns to the e-cart department first thing in the morning, In addition, I spoke to an e-cart service representative twice on 10/14/23 and specifically discussed what items were missing from my order.When my items were re-delivered at 3:00 pm, on 10/14/23 I discovered that the butter lettuce was still missing. Furthermore, the cake was melted or tipped over during transit, mashed and smeared. The plastic container the cake was in did not have the sticker affixed. It was either broken or unsealed. Unfortunately, we were unable to consume the cake due to safety reasons. When the cake was delivered, it was an absolute embarrassment. It is also important to mention this cake was purchased to celebrate the birthday of a family member who came over on Saturday.It took almost three days and several attempts to resolve this issue which included numerous phone calls and emails. The outcome of my order, however, remained unsatisfactory. As a loyal customer of *******, I had high expectations for their e-cart service, given the positive customer service history I've had in the past with other Raley's supermarkets. However, encountering such a disappointing experience with e-cart has led to feelings of stress and dissatisfaction.Due to my work hours and my teenage son home in the evening It is crucial for me to find a supermarket that places my family and order at the top of their priority list early in the morning, rather than dismissing it and delivering it much later at 3:00 in the afternoon, especially when the error lies with the ******* Services. This experience has left me feeling dissatisfied and inconvenienced also ******* does not value their customers as they once did.Initial Complaint
08/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
8/14/2023 (been a problem for the last **** months) Raleys at ***** CA-49 ********************************* This supermarket has been getting worse and worse with wait times at the registers. Store never has more than 2 cashiers (typically only 1) and 1-2 of the 4 self checkout machines are broken at nearly all times (it has been months since I've seen all 4 operational. They shouldn't be there at all; stop slashing jobs!). I could understand if there was an employee shortage, but there are typically 2 managers and several other employees walking around with dumbfounded looks on their faces while there are ***** mins wait times. This store charges more than any other location here and is quickly becoming the worst store to go to. It is unfair to expect customers to wait 30 mins to pay for their groceries.I want to hear back from this company with an explanation as to why they feel it is ok to expect customers to wait so long and what the plan is to fix it.Initial Complaint
07/23/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I recently had a ******* canned chicken breast.When opening the can the smell of p*** recreated the whole kitchen and living room.Needless to say I through it away.And tonight I opened a can of *****"s brand tuna.Once I started to eat the tuna Was so foul and tasted like p*** I had to throw it away.Both products were date to expire in ****. I made me a peanut butter sandwich.Don't where these were processed, but I suggest you Check you canned food distributors, before someone Gets really sick or does .Sincerely Yours ******************Initial Complaint
06/30/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I shopped At Raleys in ******** , ** on June 28, 2023. While there, I was pleasantly surprised to see a great special on Coffemate *******. The sign underneath the product stated a special price for patrons with a rewards card, with a limit of 4. I placed 4 in my cart, finished my shopping, and was curious my total was higher than expected. When I checked my receipt, I never received the special price, even tho I entered my rewards number at checkout. I called Ralyes, and was informed that to get the special price, I needed to go ON LINE, and register to get the special. I was informed quite firmly, that that policy was printed near the product, and if I wanted to go thru the Raleys weekly ad, I could sign up that way, before I entered the store, or go online during ,u shopping! If there was signage regarding this new process, I never saw it, and if it was that insignificant, I'm sure others were being duped to purchase the "special" and then. being charged at a higher price.Initial Complaint
04/22/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Explanation included in the attach pdf. Raleys has not attempted to contact me or leave any messages in regards to my experience. I received false information and Raleys attempted to hold my money that I inserted into a self checkout machine ($80) and charged my purchase in full on my card.Initial Complaint
03/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
A couple of shopping dates in the month of *********** I purchased a good amount of Chicken on different dates. Around 3/21, I noticed all of my Chicken was bad with a horrible smell and texture. I immediately took some to my local ******* (they gave me a small refund for prices of items) I was told to call and speak with a manager to see what we can do for the inconvenience. Me and my family could've gotten Ill and don't know if the Chicken we previously consumed was bad. I called on 3/24/2023, to speak with meat **** manager (*****) which whom wasn't available, so I was placed on hold for the store manger (*****). I stayed on hold for five minutes and the line picked up and disconnected. I called back three times and the same thing happened. I'm hoping to hear back soon.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
22 total complaints in the last 3 years.
13 complaints closed in the last 12 months.