ComplaintsforAlbertsons Companies, Inc.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Safeway.com online store is unethical, and abuses power on any Payment Structure online! They take in lengthy means too illogical to Refund or drop their excess charges! Their blame game is your Bank! On an Ord #******** on 6/23/24 & since.(they have yet, to refund my money pd for the spoiled/expired & damage food they delivered!) I reported this to their CS online @Safeway.com even have the 1/2 hr call log, too 6/24. Their claim a week+ later,I inquired on status to refund of $23.98 their Rep too obnoxious! & in informing me their colleague, gave me another customers Case **************# was not correct.They further disclosed no notes were done on that initial 1/2hr Call on tthat Mon deliv. 6/24 8/9am they did!Then I asked for Supervisor his name is ******, who opened a new case# ********?.******, assured me that the $23.98 was reprocessed! Today, 07/05 I inquired again their CS Rep ***** advised me that *******, case #only details the email he sent me. FYI in waiting, on that 6/24 Initial case# done closed the Refund window in waiting. They also owe me a $41 and change, in another ord# ******** . its appalling to tackle such disgrace! In this newNorm WE all facing, food in astronomical inflation to have this drama is crude!No Entity/Retailer should be allowed to treat/handle a consumer like that.Filing, this complaint is to mirror the services they provide! Expired questionable food worse this is unhealthy! Food is sacred & Fresh is obliged for any store to provide safe and intact! When they dont, a refund is an obliged duty, they should own and return! These ***** tactic/s cheap degrade elements are far from our USA Ways! Since 06/24/24 Sfwy, has wronged me! Pls help me RIGHT their Wrongs! In closing, people order online Deliver, for whatever drama they may face! Especially, in 3 digits heat or elevation marker to 97/99! BUT, being disabled the online services help me! Sfwy/********* mocks and pathetically, ****** it. IM DONE! My Refund$65.98 nothing else

  Business response

  07/06/2024

  Greetings *************************:
  
  Thank you for taking the time to share your concerns with us. We sincerely apologize for any inconvenience this may have caused you. 
  
  We reviewed your account and did not see a refund request for the first order, so we went ahead and processed a refund of $23.98. For the second order, you submitted a refund request on the 4th. Refund requests take ***** hours to process. We can see a refund of $41.14 was processed today within that timeframe. You should have received receipts for both refunds and should see those back in your account within 3-5 business days, depending on your financial institution. 
  
  We have also shared your customer service concerns with the appropriate teams for their review and improvement, and again, we sincerely apologize for the inconvenience. 
  
  Thank you, 
  
  ********************
  Customer Support Team
  ********

  Customer response

  07/06/2024

   
  Complaint: 21948476
  
  I am rejecting this response because:

  *******, is to Refund the FULL Order Refund in $146.41 not $23.98. The initial $23.98 was more in refund as I sent you, that breakdown for the 3rd time! Your Staff were ignorant in processing, the Initial Refund in $29.47! <from 6/24 to 7/5 you, plating yoyo w/my refund!> Far worse ******* your Staff not once 3 x I inquired all docs are provided to you! As I also advised you, in email not once BUT, 11x Email w/its breakdown & full proper explanation! None of you, have the right to not process a refund and hostage Customers Money. Take weeks to refund us and to drop an *** in overcharges  yALL charge! (More than needed or any Retailer does). Amazon for instance **** ***** the refund takes less than 24 hrs. Then w/SNAP you, abuse your power badly, SNAP Refunds are an instant and mot days or weeks! Strenuously, I been tolerant and far too kind. Always, giving you, chances to improve your deliveries and yALL get worse! Your shopper Associates instead of shopping, like they doing it for themselves they dont! They ignore the notes and on double items instead of expiration to be longer than the other its days away from expiration! They dont look to give the freshest because ******* Mgmt obliges them to get rid of the almost days to expire or actual are expired! I have not gotten the emails to any refunds you, claiming! (Yet at least)

  The Actual & Correct Refunds are:

  1. Order Number # ******** Is $146.41
  2. Order Number # 93956111 is $42.00 

  Totaling Refund Amount is:$188.41

  this is whats due! $188.41 Please advise when these refunds will be returned to my OFP! This will be ASAP not days, weeks either!  Its the only and proper thing *******, needs to correct ASAP pls! 
  

  The lack in respect and dismissive attitude yALL Have is DONE! I had to resort to this outcome to get a response! ******* SHAME ON YOU!! FYI Your Apology, means nothing as we are past such created by your staff in **************** its supervisors and you, *******! 
  
  

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

  Business response

  07/15/2024

  Hello *************************:

  We're so sorry for the frustration this has caused you. 

  Our Operations Manager has reviewed this and went ahead and approved a full refund for Order 87062598, in the amount of $146.41, and an receipt has been sent to the email associated with your account. Additionally, another refund for Order 93956111 was made, in the amount of $91.91, for the remining amount and another receipt has been sent to the email associated with your account. 

  If you have any other questions or concerns, please don't hesitate to reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  ***********************
  Case ID: ********

  Customer response

  07/15/2024

   
  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. <because I received a Full Refund to these problematic order/s!> ******** corrected their employees improper handling, including the Shoppers! <w/a Full Refund for  both orders which I appreciate> BUT,.
  I truly, hope ******* rectifies the structure within their company, w/their employee/s! Moreso the Shopper/s to shop as if they, were shopping for THEIR OWN FAMILIES, as well for THEMSELVES!!!<actually, read the customers notes that is their purpose!> The expiration date/s should be afar not a day, or days away especially, for multiples of the same items purchased. Bakery, should be always, FRESH not like a rock stale, moldy, and exploding in overpowering, yeast stink either! ******* cautious in nothing but, Freshness for/to: fruits/veggies, dairy, meats so forth. As for their customer service they, need a major restructure course in entirety! Their employee/s are obliged to actually, in doing their job! <in a timely fashion too foremost for refunds to expired and spoiled foods!> An employee should not have an attitude nor an option in using, their positions to vent their own misery! <power trips,  need to be disallowed too!> As for their supervisors better leadership, is a NECESSITY! This avenue would actually, create better employee/s a motivation, <if you,will> to  be more diligent, kind and utmost courteous within their job/s! <and not creating, unnecessary drama to ******** Customers!> I AM DONE! In cloding, ******* there is your much needed both true and honest FEEDBACK!
  

  BBB THANK YOU, for existing!!! Stay safe! 

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

• Initial Complaint

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 05/22/2024, I had placed an order with Albertsons ********* in the amount of $75.85. The transaction was declined, and the groceries werent delivered. I was required to place a second order for the same items, the same day, totaling $78.19. There was a $2.34 difference due to increase in delivery charge. $78.19 was taken from my account and the groceries were delivered.On 06/17/2024, a charge was made to my account by ********************** for $75.85, alleging that the cancelled order was picked up by their delivery person and delivered to me. I only received and signed for the order totaling $78.19. My orders page with ******* (Albertsons) reflects a cancelled transaction in the amount of $75.85 being not delivered and one transaction in the amount of $78.19 as being delivered.Albertsons is essentially stealing from their customers by charging them for grocery orders that were never delivered. I am requesting a refund of the $75.85 that ********* took from my account. Because of possible corporate theft, I am also filing a complaint against Albertsons with the State of California ************************ to prevent other consumers from being overcharged.

  Business response

  07/04/2024

  To whom this may concern: 

  Thank you for providing us the opportunity to resolve this matter with the customer. 

  Our eCommerce Operations Manager, ******, spoke with ****************** to apologize about his experience and let him know we are refunding the order he did not receive from 5/22/24.
  
  She also let him know that we have added a $50 credit to his account (as an apology and also to cover a $39 fee his bank charged him for the extra charge of the order charged on 6/17). He let ****** know he is very happy with this resolution and will let the BBB and CA General Attorney know that the issue is resolved. ****************** was also advised to contact ****** directly, in the future, if he has any issues with his orders.

  Thank you, 

  Aryssa
  Customer Support Center
  Case ID: ********

  Customer response

  07/04/2024

   
  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

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to update my profile to include my cell phone number of ************ as my primary number. When I enter it into my profile it states that the number is already active on another account. When I have contacted customer service I have found that not only do I have 1 other account but two. I have been trying to update my mobile number for weeks now so I can receive notifications for my son and daughters pharmacy orders. Unfortunately, everytime I have contacted customer service, something else happens. I have tried to have the other profiles deleted. The one I received an email back saying they didn't have enough information to delete the account. Today I found out when my wife used our phone number ************ and my cell number ************ to get our benefits, both did not work. I called today, 3 or 4th time, to try and get this resolved and was told that the account that has the ************ number was deactivated.... My guess is that the ************ account was also deactivated????This whole thing has been a total waste of my time. Please correct my account and make sure my subscription is not impacted.

  Business response

  07/01/2024

  Hello ***************: 
  
  Thank you for taking the time to reach out to us. 
  
  To make sure we can correct your account without interrupting your FreshPass Subscription, we have submitted a Ticket on your behalf: INC11175918. Our IT Team will work this for you and then reach out once it has been resolved. 
  
  We greatly appreciate your patience in the meantime. 
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  Customer Support Team
  Case ID: ********

  Customer response

  07/03/2024

   
  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

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Store number ***************************** ********** AZ and the ** is broken! It has been broken for more then a few days and the temperature outside has been consistently over 100 degrees and this is causing an unbearable heat in the store for customers and staff.

  Business response

  07/02/2024

  Greetings ********************************: 
  
  Thank you for taking the time to reach out. 
  
  The ** has been repaired - The ** was not working properly last week, but it has since then been resolved. Hussman (refrigeration company) was in to check this morning and the south side of the sales floor is temping right around 72, the north side is a bit warmer at 74.
  
  If you have any other questions or concerns, please don't hesitate to reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  ***********************
  Case ID: ********

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I renewed a grocery delivery subscription for free delivery with ******* stores ($99) in mid-May after carefully comparing grocery prices with ******* and Amazon grocery delivery. In June the company stopped delivering to my area from ******* stores, and now delivering from Andronicos - which is *********** high end grocery chain. I renewed with ******* delivery because of the prices for weekly specials - which *********** doesn't have. ********* did a bait and switch on me after I renewed, forcing me to use my delivery subscription at a higher priced grocery store, which I cannot afford to do.

  Business response

  07/02/2024

  Hello ***********************: 

  We offer multi-banner options in the area so customers can select if they want to order from ******* or ******************** This is an option when entering your zip code and choosing the 'Delivery' option. 
  
  If you are not seeing this, you may need to clear cache and cookies from your web version or update the app on your phone. 
  
  If you have any other questions or concerns, please don't hesitate to reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  ***********************
  Case ID: ********

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is in regards to a SEPHORA $30 gift card I had bought for my daughter on 12/22/23 at an Alberstson grocery store that ended up being compromised. When my daughter tried to use the card in January it had a balance of $0. I am incredibly disappointed with ********* gift card customers service departments' lack of attempt to acknowledge and rectify the problem.As soon as my daughter informed me it was not working I contacted Sephora gift card customer service. They informed me they needed to contact the seller which was Albertsons. I contacted my local Albertsons by phone on February 6th. They told me to call back the next day to speak with a specific person. February 7th I called again and I was told I had to come into the store during specific hours to be assisted. On February 9th I went into the store and provided all my information and the person created a ticket. I later received an email with a confirmation. On March 4th I called to follow up and was told it was still being investigated. I called again on March 20 and I was told it was still being investigated. On April 15th I called and was told it was still being investigated. On May 1st I called and was told there was no update and I asked for it to be investigated and I was told I would receive a phone call. On May 7th I called again and I was told there was nothing I could do but wait. On May 16 I called again and was told a supervisor would call me. No one did, no emails were sent. On May 23 I went online to Albertsons customer service and submitted another ticket. On May 29 I received an email stating that the card had been activated and used and that I should contact Sephora!So basically they took 4 months to tell me that they were not going to do anything about selling me a compromised gift card. I would like them to honor the item they sold me and replace it.

  Business response

  06/09/2024

  Greetings *************************:
  
  We appreciate you taking the time to share your concerns with us, and we sincerely apologize for any inconvenience you have experienced.
  
  Our ******************** thoroughly investigated your claim and found that the card was not tampered with. We requested the funds back from *******, but they denied our request, citing the gift card had already been redeemed in full.
  
  Please reach out to the card partner, Sephora, for redemption issues.
  
  Thank you, 
  
  ******************** 
  Customer Support Team
  ********

• Initial Complaint

  05/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am being billed for their ****************** which I did not order or authorize. I called to advise them of this and received no help. I have filed a dispute with my Bank and now I am filing this complaint against them. The service was set up under the rewards number ***********. I am a senior citizen and do no appreciate the lack of empathy or concern they showed over this issue.

  Business response

  05/31/2024

  Hello ***************************:
  
  We are very sorry that you were billed for this ***************** you did not authorize, and we sincerely apologize for the delay in helping you get this matter resolved.
  
  Please know we have processed a refund back to your original form of payment in the amount of $99 for the subscription charge. Please allow 3-5 business days for this to reflect on your bank statement.
  
  If you have any other questions or concerns, please don't hesitate to reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  ***********************
  Case ID: ********

• Initial Complaint

  05/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On may 11 I called Albertsons customer service to report a fraud on line order on my account .. they told me they would fix it and refund me in 7 to 10 business says.. waited more than that nothing in my bank account called them again may 21 st they told me my funds will be in my account within 48 hrs.. and gave me confirmation it's been passed two days nothing. call them again and this time they are telling me to get a hold of my bank ... yet this whole time they been telling me my refund is going to hit my account ... they been dicking me around pretty much the whole month. Not fixing the problem like they said they were .. I only get paid once a month and am school bus driver I need that money for my bills .. and all they are doing is giving me the run around. Something needs to be changed or they need a heavy fine. Billion dollars company and they can't refund something that their app has flaws in .. yopu all should really be looking in to it they are pretty much stealing money from me as well.

  Business response

  06/02/2024

  Dear *********************,
  
  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience. 
  
  We have processed a refund of $419.49 on 5/31. Please allow 3-5 business days for the credit to appear in your account. 
  
  Should you have any other questions or concerns, please don't hesitate to reply or call our *********************** at ************. We are available Monday - Sunday from 6 AM - 10 PM MST to assist you. 
  
  Thank you.
  
  ******************** 
  Customer Support Team
  ********

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Someone used my card for one of their subscriptions services on 2/16/24 my card was charged on 2/18/24 for $99. I contacted Cashapp which led to my account being closed after contacting the Better Business Bureau about the issue. I also contacted the merchant on 4/2/24 via email and phone about the issue and they confirmed that someone indeed used my card for one of their subscriptions services however theyre saying that I have to contact my bank to get my money back and my bank is not willing to do a refund instead they closed my account.. Im in the process of filing a police report on the individual that used my card and I didnt authorize them or give them permission to use my card.

  Business response

  04/04/2024

  Hello ***********************: 
  
  Thank you for contacting us regarding the FreshPass subscription charge. We appreciate the opportunity to respond. Fraudulent transactions must be disputed with the financial institution. 
  
  Please contact ******* Services at ************** if we can be of further assistance.
  
  Aryssa
  Customer Support Center
  Case ID: ********

  Customer response

  04/04/2024

   
  Complaint: 21521397
  
  I am rejecting this response because I have already contacted my financial institution about this issue and I want a refund from Albertsons **. This company allowed someone to fraudulently use my card for a subscription service I had no knowledge about nor did I authorize or give permission for my card to be used. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased four bags of mushroom ravioli. $8 per bag. Discovered it was freezer burned and rancid. We were on an RV trip. Always we shop at Albertsons. Albertsons would not take back. Said had to be approved by manager all open packages need to be approved. I am a respectable retired school teacher and my husband is also and we don't look like bums we have shopped in Albertsons since the 80s. Maybe before. Call toll free number on bag. *********** ignorant kept me on the phone 45 minutes just to chat?? I don't understand this kind of customer service and it's not the first time everything is formed out to *************** while people starve in ********. I am very disappointed in Albertsons and I would like my $27 return to me. *********** kept talking about a gift card gift card gift card have to get permission and went on and on and on and on and got nowhere. I want my $27 return to me please hoping BBB can assist I have called probably 25 numbers for Albertsons and have been met with nothing

  Business response

  03/26/2024

  Hello ***************: 
  
  We appreciate you taking the time to reach out to us. Please let us know which Albertsons location you purchased the four bags of mushroom ravioli at. 
  
  Thank you in advance.
  
  Aryssa
  Customer Support Center
  Case ID: ********

*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. ↩