ComplaintsforAlbertsons Companies, Inc.

• 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

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Case: ******** Upfront I want to state on my most recent visit I was incorrect and the ******* employee was correct. However there were othere issues and the past issues caused the issue today.******* needs to fundamentally reevaluate several things:1.) If you are going to have self checkouts, you need to train employees to be objective. The assumption (and this has been shown in multiple issues I have had) is that the customer is wrong from the start and that the ******* system is accurately discounting coupons. This is not always correct and I have found multiple errors that have led to overcharging customers. My training recommendation is that treat customers with respect and don't make the assumption that the ******* system is accurate. When an issue has been pointed out, the Manager said it was a mistake which is essentially admitting that ******* is overcharging customers. Customers are treated as criminals at the self checkout, when ******* itself is charging higher prices then in their advertising due to system mistakes.This paradigm is not a healthy customer, provider relationship and *******/Abertsons needs to train employees that customers are not criminals, sometime they make mistakes and sometimes customers ****** Do not reach over customers and scan something on their machine without consent. One of the agents monitoring the self check did just that and I still don't know why, I hadn't asked for assistance. What I did notice is after I had to reenter my phone number, if I hadn't noticed that none of my coupons would have come off any my price would have been roughly $50 higher.3.) The stress level I have now going to ******* is not good. This has been entirely caused by ******* management that treat customers like criminals.Finally QA your systems. If a product is not discounting properly it is not the customer stealing from *******, it is ******* stealing from customers.

  Business response

  06/06/2024

  Dear *************************,
  
  We apologize for the inconvenience and frustration you have experienced during checkout with being overcharged, our ******* for U loyalty program, and the customer service you received. 
  
  Our Store Director and District Manager have attempted to make contact to discuss your concerns but have been unsuccessful. If you would still like to speak with someone regarding the issues you have been experiencing, please let us know, and we will have them reach out to you again. In the meantime, we will review your feedback with the appropriate teams for review and improvement. 
  
  If you have any questions about your loyalty account or need any assistance, please don't hesitate to call our ************************ we would be happy to help. We are available Monday - Sunday from 6 AM - 10 PM MST. 
  
  Thank you, 
  
  ********************
  Customer Support Center
  ********

  Customer response

  06/10/2024

   
  Complaint: 21765245
  
  I am rejecting this response because: I checked my voicemail and email and I am not showing any attempt to contact me by the district manager.  I received an email from ***** the store manager and spoke to her in person on Saturday June 8th. 

  My intention was to just discuss my issues, but while shopping I noticed mislabeled products.  I informed of it and sent the picture I am attaching.  She did not believe me even when I showed her the image.  First she said I was wrong even though it is clearly mislabeled and used the excuse that labels are left justified,, when I pointed out a product above that was right justified she then we went back to the shelf in question and she started to move product around and move labels around to justify why it wasn't mislabeled.

  She was very confrontational and it was very much not appreciated.  This manager does not believe any customer in their concerns and when shown what she is claiming was not true she started moving product to justify in front of the customer pointing it out.

  Very unprofessional and I really wish I had recorded the interaction because seeing a store manager move product and labels on the shelves when pointed out that the wrong product is above the label leading customers to incorrectly believe the price was one thing when it was actually another could be actionable.

  So I would request to speak to the District and preferably a Regional manager as this has now progressed and in a very negative fashion due to the Store Manager's actions.

  I also wish this was an isolated incident, but when telling my wife of previous interactions ***** her response was that she has heard a lot of complaints about her from others in our community.

  I have now gotten to the point where I am taking pictures of all products I purchase to have evidence of the price listed if there is an issue at checkout, and apparently even that isn't enough.  I spend roughly $15,000 per year with ******** I shouldn't be treated as a criminal especially when you have store managers changing labels in from of a customer to justify her hostile response.

  If this is not addressed my next step will be to report these actions to the Arizona ************************ as there are regulations in place for grocery stores in how they can display product and advertise product and maybe they can get a copy of the stores security cameras to show her actions.

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

  Business response

  06/24/2024

  Greetings: 
  
  Please know we will be having our District Leadership Team contact the customer directly.
  
  If there are any other questions or concerns, please reply here or contact our Customer ************** at ************.
  
  Thank you. 
  
  Aryssa
  Customer **************
  Case ID: ********

  Customer response

  06/29/2024

   
  Complaint: 21765245
  
  I am rejecting this response because: pending, waiting on response from district manager.
  
  Sincerely,
  
  *************************

  Business response

  07/24/2024

  Greetings *************************:
  
  Thank you for reaching out to us again. 
  
  We previously believed the matter had been resolved when you last communicated with our District Manager. However, if this is not the case, please share more details here, as this will enable us to provide further assistance since **** is currently abroad and unable to access his email.
  
  You can also contact our *********************** at ************. We are available from 6 AM - 10 PM MST, Monday - Sunday. 
  
  Thank you, 
  
  ******************
  Customer Support Team
  ********

• 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: ********

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Case # ********. I spoke with ******, February 24 2024 immediately after the transaction which occurred on February 23, 2024. I was given a "supervisor email" and asked to detail the facts of the case and send a copy of the receipt. I did send details of the case and a copy of the receipt. NO response from the supervisor. Second call on Monday, February 26, 2024 and spoke to ****** again. ****** assured me the supervisor could and would make the adjustments to reflect the clipped coupons that did not apply at the checkout stand. As of today, February 27, 2024 NO response from the supervisor or Albertsons.In my opinion this is fraud and theft for not honoring their own offer. Please help me resolve this issue with this billion dollar corporation that is stealing from me. Thank you,***************

  Business response

  02/27/2024

  Greetings *************************: 
  
  Thank you for taking the time to share your concerns with us. We are sorry to hear your coupons did not redeem at checkout, and we sincerely apologize for any inconvenience this may have caused you. 
  
  We looked into this and found that the phone number was not entered at checkout, so that is why the offers were not redeemed. However, our team verified the transaction from the receipt you sent via email and added a $29 credit to your account, which will be redeemed automatically the next time you shop. They also noted that they attempted to call the number provided twice, and there was no answer or option to leave a message. 
  
  If there is anything else we can help you with, please don't hesitate to reply here or call our *********************** at ************. We are open from 6 AM - 11 PM MST, Monday - Sunday. 
  
  Thank you, 
  
  ******************** 
  Customer Support Team
  ********

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/27/23, I purchased an **** gift card at ******* Store 968 in ******* **********. Few hours later I tried to use it online and it showed $0 balance. I contacted **** and they said the card isn't activated and has no value. I took out my ******* receipt and it showed my credit card is charged, but the gift card confirmation slip shows Card not found without an Auth number. I have never seen this before because I have bought gift cards from ******* before and I never had an issue. Luckily somehow I saved all the receipts when I usually just throw them away without reading it. I assumed a small slip print out with any gift card purchase at ******* means it's been activated.I went back to ******* and customer service helped me call in *********** and started a case. 2 weeks later without any updates I went back to the same ******* again and they called for me. Again told them AND me, that I don't have to go into the ******* anymore regarding this, and that they are working on it. They told me to save time because the store can't do anything. Only their department will have a resolution after and will contact me. It has been about 2 and a half months since then. They held onto my credit payment of $106.30. I demand an immediate solution and also a compensation from ******* for this long unexcusable wait for such a simple issue. It wasn't a stolen gift card, **** said it wasnt activated so they didn't take the money from *******. It's not like ******* will be losing money in give me my money back out of their pocket. It's my money that was supposed to go to **** and went no where that ******* has been holding on to.

  Business response

  01/17/2024

  Hello *******************: 

  We appreciate you reaching out. 

  We apologize for the troubles you experienced when attempting to use your gift card.
  Our Gift Card Team was able to verify your **** gift card did not activate and you are due a refund. Your Ticket #****** had been assisgned to a researcher who will be contacting you today to verify your informatio in order to begin processing your refund. 

  Thank you, 

  Aryssa P. 
  Customer Support Team

  Customer response

  01/17/2024

   
  Complaint: 21154638
  
  I am rejecting this response because:

  So I waited all these months for a refund and it actually only takes a day to get it?  I knew it shouldn't be such a hard process, and I doubt that department is so backed up with gift card cases that it hasn't gotten to my case.  And it takes a customer complaining to ******************** to have such a simple issue resolved promptly?  

  Besides the refund, I expect some sort of compensation for my time visiting the store and holding on phone waiting to talk to a customer service rep.  I have lots OT earnings from work because I wasn't able to leave the store on time while waiting on the phone.  At least give me a ************ gift card to make it up.  I have since moved from ****** to *****.  

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

  Business response

  01/20/2024

  Greetings *******************:
  
  Although we apologize for any inconvenience caused by this situation, we can only offer a refund for the gift card and cannot provide any additional compensation.
  
  Thank you, 
  
  ********
  Customer Support Team
  ********

  Customer response

  01/21/2024

   
  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

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Location Vons Store #*********************************************************************************************************** Date Jan 12, **** What Happened 12:42PM - parked car Went into Vons and used restroom and bought a Diet Pepsi at self checkout.Went to flea market next door 2:16PM (1hr 34min) - returned and saw that car was gone 2:17PM called Diamond Towing and confirmed they had my car Went into speak to manager(male, 40s black and grey hair with grey and black facial hair. Hispanic or Latino) and ask why it was towed. He told me it was because I walked off the property and that parking was only while you shop. No sign or markings in the parking lot state this. He told me parking is for 1 hour and that signs say that in the parking lot I went outside and took a picture of the signs which do not say 1 hour parking I went back inside and showed the manager again that they do not say 1 hour and I asked if he could show me where it says that and he refused to come with me outside and show me I walked out and I saw a Vons worker(woman, late teens/early 20s, Hispanic/Latina, reddish black hair with glasses and a hat). I asked her where the 1 hour signs were that the manager said are in the lot. She told me that the person who is supposed to put them out in the morning didnt put them out today. Therefore, there were no 1hour parking signs in the lot. I have video of her telling me she thinks the 1hr parking signs are in the back and when I asked to see them she said a manager would have to show **** went back inside to speak to the same manager about the 1hr parking signs not being out and he admitted that they werent out. I asked him how would I know if its 1hr parking if theres no signs after he admitted to em that they werent out. He then went back to telling me that its because I walked off the property and that parking is only while you are shopping. Again, it does not state this anywhere on the signs. The conversation is on video I left to go get my car from the towing lot. I paid $321.00 to have my car returned to me buy Diamond Towing 3:12PM - I returned to get the stores information (store number, phone number, etc). Upon arrival I noticed noticed that there were still no signs put out staying that its 1hr parking. I took a video walking through the parking lot showing they hadnt put the signs out that they admitted to not putting out in the first place.

  Business response

  01/23/2024

  To whom this may concern: 

  We shared the customers concern and compensation request with our District Manager who mentioned that the parking policy has been in place since this store has been around. There are over a dozen signs stating that the store ********. The customer clearly states they left the premise and the in-store policy prior to towing any vehicle is to make multiple announcements asking the customer to move their vehicle. There was no response by the customer. The parking lot is very small and is located close to many attractions such as the **************. In addition, all of our stores in the surrounding *********** area practice the same policy and towing typically happens on a weekly basis. 

  We appreciate your attention to this and hope you can assist us in considering this matter closed.
  Thank you. 

  Aryssa P.
  Customer Support Team

  Customer response

  01/24/2024

   
  Complaint: 21149179
  
  I am rejecting this response because:

  As I stated in my original complaint, the store policy for the parking lot is NOT posted anywhere in the parking lot. The ONLY signs in the parking lot are signs for the towing company, Diamond Towing, that have information for contacting the towing company and where they are located. The signs in the parking lot DO NOT state anything regarding parking duration or store policy. A picture of these signs, file labeled "Tow Sign", was submitted with my original complaint. Again, as stated in my original complaint, I asked the manager directly if he would come outside and show me where the signs were posted and his response was, "I'm not going outside." He refused to show me the signs that he said were posted. They are not posted; only the towing company information sign is. Furthermore, I also mentioned that I have a video walking through the entire parking lot, after I went and paid to release my car, showing that the only signs posted are the Diamond Towing signs, as well as a video of the manager stating that the 1-Hour Parking signs are not outside the store, but still in the backroom where someone left them when they forgot to put them out. If I this video is needed, I will be more than happy to send the video to whoever needs to review it. In your response you said, " There are over a dozen signs stating that the store will tow", which is not true and my video will quickly show that is not the case. You also wrote that. "in-store policy prior to towing any vehicle is to make multiple announcements asking the customer to move their vehicle." When I spoke to the manager this is not what he said. He told me the security guards do laps around the parking lot. Not once was an in-store announcement mentioned.  Lastly, I did not speak to the District Manager. I spoke with the Manager On Duty at that specific store and at the time of the incident there was not proper signage or any policy posted.

  To sum up the main point, the policy was NOT posted anywhere visible in the parking lot for ANY customer to view. I have proof of this via video that is noted with the date and location in case any changes to the signage have been made since then.

  I am still seeking a reimbursement of $321.00 (Three hundred twenty one dollars and zero cents) to cover the cost of releasing my car from Diamond Towing. The itemized receipt for that is submitted in my original complaint.

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Yesterday January 8 I placed an order for delivery for today January 9 from ******** For whatever reason they sent my order to a store about 10 miles away when theres several other closer *******s. When I received my order all of my frozen and refrigerated items were ruined. It was apparent that they did not keep them temperature controlled. Into the trash they went. Seriously who wants lukewarm ***** roast? I meal plan and prepare my weeks menu for my children and I meticulously so theres plenty of leftovers for when I work late. Unfortunately after losing my husband this year *** struggled and had to be on EBT food stamps. When I spoke to customer support they told me due to the amount of the items it would take 5-7 business days for the store to review the refund request and 3-5 days to receive my refund due to it being on ebt which is false. EBT refunds are instant- as I know since I got 2 of my substitutions taken off earlier prior to them delivering my order and the refund came that moment. I feel like this company is taking advantage of people and because Im low income Im not taken seriously. When in fact Im constantly at work and just trying to provide enough meals for the week for my kiddos. Ive been shopping at ******* since I was a child myself and Im quite loyal to the *******, Vons, Albertsons and Randalls store but I will never shop them again.

  Business response

  01/14/2024

  Greetings Rach Ant:
  
  We appreciate you taking the time to share this incident with us. We are deeply sorry to hear that your refrigerated/frozen items arrived warm, and we sincerely apologize for any inconvenience this may have caused you. 
  
  We have submitted a refund of $78.82 and a receipt to the email address on file. Please allow 3-5 business days for that to be processed. If you don't receive the funds by the 5th day, we urge you to contact your EBT office to inquire about the release of the funds. 
  
  Again, we are sorry for the inconvenience. If you have any other questions or concerns, please don't hesitate to reply or call our *********************** at ************. 
  
  Thank you, 
  
  ********
  Customer Support Team
  ********

  Customer response

  01/15/2024

   
  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.
  
  Sincerely,
  
  Rach Ant

*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. ↩