ComplaintsforACME

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 07/07/2024 evening, we went to the supermarket to purchase cigarettes. However the lady who work there was very rude and impatient while we were asking the maximum numbers we could buy today. The reason we were asking was that we were always been told different numbers almost every time. After purchase, I called back to ask why we were always been told different numbers she performed rude and aggressive and said I already told you that !!! She also said that she could sell any number of box she wants and there is no store rule regarding that. She also mentioned that she could do whatever she wants. Then she hang up my call. I am surprised that she could talk to customers like that and performed so rude after I call back to ask. Even though they have to sell it based on their supply, she should talk politely to their customers and not like this. Hanging up the call was so rude and as a supermarket to serve the community the staff should apologize for what she did to their customers (especially regarding hanging up the call. I would like to file this complaint to the store and raise it to their store manager since no staff should be performed like this rude to any of the customer to visit/call them.

  Business response

  07/11/2024

  Hello ***************:
  
  Thank you for reaching out about your experience.
  
  Unfortunately, we don't have enough information to determine which store you visited. Please reply with the ********** location you're referring to, so we can direct your concerns to the appropriate personnel.
  
  We look forward to hearing from you soon,
  
  Thank you.
  
  Aryssa
  Customer Support Center
  Case ID: ********

  Customer response

  07/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the address of the business is ***************************************************************************************************.  Please continue the investigation based on the business address I provided. 
  
  Sincerely,
  
  Fei ****

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my disappointment and frustration regarding the experience I had at your ***************** location (***************************************************************) on the afternoon of June 2, 2024. Due to bad weather, many local businesses, including traffic lights, experienced power outages, creating a hazardous situation on the roads.Before heading out, I called the Acme Grocery store to ensure they had power, and I was informed that they did. However, upon arriving, I noticed that the store was very dark, with only the deli section having power. This was quite concerning, as I had intended to purchase milk and other perishable items.Navigating through the dark store was challenging, but the real issue arose when I joined the checkout line. There were approximately 40 people ahead of me, and those of us further back were not informed that the registers were not functioning. After waiting for about 20 minutes with no movement and growing frustration among customers, we were finally told that we could not make purchases because the registers were offline.I spoke to a manager, who informed me that the registers had been down for over an hour. This meant that when I initially called, I could have been informed of this issue and avoided the dangerous drive. When I asked if I could pay with cash or if any other solutions were available, I was rudely told to "go to another store."As a representative of Acme, the rudeness and disrespect displayed by the store worker were appalling. I had no other choice but to drive to another store on the opposite side of town, which I could have done initially had I been given accurate information.Since this incident, I have attempted to reach out to Acme numerous times but have not received any response. Although Acme is conveniently located near me, I would much rather drive 20 minutes out of my way to a store that values integrity, honesty, and respect for its customers.

  Business response

  06/28/2024

  Greetings, 

  We have investigated this complaint and confirmed there was a power outage on 5/28, that a generator supplied power to this location, but there was an outage of approximately 15 minutes. We sincerely apologize for any inconvenience, have reached out to this customer and resolved this matter.

  Thank you. 

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

• Initial Complaint

  06/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Spoke with **** (customer service) about the 400 rewards points that did not show back up on my account and I had until 6/30/24 to redeem. I wanted to use my points for a whole chicken but changed my mind. Waited 45 mins for the points to show on my account but they never did. I asked **** to escalate the call to a manager, but he played games and told me there was no manager. Kept advising my points were already redeemed but they were not. He was rude so I hung up on him and called back. When I called back, I spoke with **** and she advised I had to wait 24 hours for my 400 pts to show back up on my account. Why didn't **** advise of such before attempting to blow me off? I should get my 400 points to show back up on my account because I still have until 6/30/24 to redeem them. I've been a longtime customer of ********************** and don't know why I was treated this way by ****. Although **** apologized for ****'s behavior, I thought corporate should know about this. Groceries are high enough $$$ and people depend on food to feed families. Im a single mom with no help and i budget my points for things i need. It's like **** didn't have a care in the world or valued his job to help me. I expect my points to be returned back to my account. Screenshot attached with the language that specifies how points are to be redeemed. I hit the - sign to return the chicken so the points can go back on my account to redeem for another item prior to 6/30/24.

  Business response

  06/26/2024

  Hello ***************************:
  
  Thank you for taking the time to reach out and allowing us the opportunity to address your concerns with our **************** Representatives, and your 400 Grocery Points. 
  
  We have shared your discontent with our *********************** Supervisors for review. Additionally, we have returned your 400 Points - Please allow 30 minutes to 24 hours for that to reflect on your account.
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  ***********************
  Case ID: ********

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an online grocery delivery order on April 19, 2024. It was not delivered even though ACME rescheduled it three times. I then requested a refund and they have not refunded me yet. I have contacted them multiple times and was told I would receive a refund because the order was delivered to the wrong address. Also, the reference numbers are: ******** and ********. The store info is: ACME Markets **************************************

  Business response

  06/26/2024

  To whom this may concern: 
  
  We apologize for the delay.
  There was an error in processing this refund It has now been processed, along with a $30 credit towards the next order to make up for the delay.
  
  If the customer has any other questions or concerns, please refer them to our *********************** at ************.
  
  Thank you for providing us the opportunity to address this matter.
  
  Aryssa
  ***********************
  Case ID: ********

  Customer response

  07/02/2024

   
  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

  06/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a recent annual subscription Fresh pass member and on June 11th I placed a "flash" delivery order of $36.09 for groceries. After waiting hours for something that was scheduled to only take 30mins, I contacted support and was told that the issue was going to be taken care of by the Operations Manager to get my order out of the grocery store and have it finally delivered to me. They also told me to wait by the phone and follow up. None of that turned out to be true as my groceries never did come and I never received follow up. So, I reached out to chat the next day to file a complaint and get a refund, I was told that they had to put in a request to the store for a refund. No refund request has been put through over the course of 4 more days. During this frustration about failed communication and withholding of funds, I realized that I better have been grateful that this was not a larger order needing to be refunded and my money being withheld. With that realization and concern about Acme not upholding the Fresh pass subscription promises to honor delivery and provide prompt support, I called to cancel my annual subscription that began May 11th. After being told that I might not be eligible to recieve a refund (even though Acme is the one not honoring the service standards that they promised as part of the subscription), I was told that a request would be put through nevertheless and that I would hear from somebody in 24-48hours to discuss canceling and refunding my subscription. Of course no one called and now I refuse to use Acme services any further and just want out of this subscription and my money back. I can not remember the last time I had encountered a business so unresponsive and this is certainly the only time I have ever had to file a BBB complaint against a company. I am extremely displeased and am looking for resolution.

  Business response

  06/19/2024

  To whom this may concern:
  
  We appreciate the opportunity address the customers' concerns and feedback. 
  
  Our ECommerce Operations Manager, *****, spoke with the customer and they decided that the customer will be refunded for the order that she didnt receive and also refunded for her Fresh Pass subscription.
  
  We are very appreciative that the customer has agreed to try our service again and ***** will remain in personal contact with her on any issues moving forward.
  
  Thank you for your time,
  
  Aryssa
  Customer Support Center
  Case ID: ********

  Customer response

  06/19/2024

   
  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,
  
  K ******

• Initial Complaint

  06/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was assaulted by a manager at the Acme in **********, DE named *********************, as well as 2 younger kids working in the store who refused to return my $5.00 money order. I read online that the money orders are returnable at grocery stores and at banks. The manager was dishonest and said I was not going to win, as he was playing a game, then he made up one excuse after another as to why he would not return my money order. He claimed he could not return it because I had written on the money order, then he claimed it was the store policy, but he refused to show me the store policy. When I insisted that he show me the store policy he claimed he did not have to show me the stores policys. It is disrespectful and rude for management to treat customers as if they are playing some game with them to make the management feel inferior or more important over the customers.

  Business response

  06/15/2024

  To Whom It May ********************* you for reaching out.  We have investigated this matter and no assault occurred.  The customer purchased a money order, which left the store and had been filled out.  Therefore, it could not be returned or refunded pursuant to Acmes policies and procedures.  We apologize if this customer felt this explanation was not given in a polite and respectful manner.
  
  Thank you, 
  
  ******************** 
  Customer Support Team
  ********

  Customer response

  06/15/2024

   
  Complaint: 21822362
  
  I am rejecting this response because:

  I was able to refund the money order at my personal bank for the full $5.00 without any problems. Acme manager, ********************* did not treat me fairly in the store and he should have allowed me to view the store policies on written money orders while I was there. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received an email that stated Acme has over charged me on some items that I bought via online. I was told I would be refunded ***** to my card that is used to purchase these items. I spoke with multiple agents via chat and even filed a claim with Acme. All agents said something different and wouldn't listen to me then told me it was repaid when it wasn't. this has taken a lot of my time only to receive the money I was promised. This is very frustrating.

  Business response

  05/20/2024

  Greetings ***************************:
  
  We appreciate you taking the time to bring this oversight to our attention, and we sincerely apologize for any inconvenience this has caused. 
  
  We have submitted a refund of $20.18 back to your card on file and added a $5 credit to your loyalty account that will be redeemed automatically next time you shop in-store. 
  
  If there is anything else we can help you with, please don't hesitate to call our *********************** at ************. We are available Monday - Sunday from 6 AM - 10 PM MST. 
  
  Thank you, 
  
  ******************** 
  Customer Support Team 
  ********

  Customer response

  05/21/2024

   
  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

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 9, I placed an order with Acme online shopping. Unfortunately, the shopper was very neglectful and did not give me any options for items that were out of stock or replacement. Since the order was not able to be complete, I spoke with a representative by the name of **** Who is very kind and confirmed that the order was canceled and that I would receive a full refund in the amount of $122.44. He said, unfortunately, it could take 2 to 3 days on the one card and 5 to 7 days on the secondary. Considering I am a cancer patient I am not able to go that long without food so I had a family member pick me up within 15 minutes from the cancellation to take me to their home for a few days until the money was put back on my card and I could purchase groceries again. **** was also kind enough to send me a email to confirm this information. I then started to begin to receive different text messages and emails at different times that the order was being delivered and then it was delayed. I made sure to call the representative line immediately to find out what was going on to be told that the supermarket did not act quick enough and that the driver might be in route or there could be a glitch in their system. I then spoke with a representative name, ****** who had me forward everything to her which I was told would be reviewed by a supervisor. She also confirmed The same timeframe for the refund. I then noticed two days later that the only refund I received was for $2.34. I was given a specific email address to send all of the forward to and once again called the representative line to speak with someone when I was connected with Non. He was kind and told me he also saw the notes and would make sure this was escalated. I never received my refund. I am getting dropped off to my home on Tuesday and I need my money back on my card as I have chemo on Thursday I need groceries prior. This is not fair and is stealing . I have proof of everything

  Customer response

  05/13/2024

  Update / today being Monday, May 13, 2024 I still did not receive my refund and I was told by a representative that this will take 5 to 7 business days. This company keeps changing the amount of time and I do not feel safe with their updates. If a refund of $2.34 can be placed within 24 hours why am I being told that things are going to take 2 to 3 days and then 12 days and then 5 to 7 days changing per representative. Please reach out to this company and let them know that I have again gave proof and documentation, and that nothing has been complete nor has any supervisor reached out to me.

  Customer response

  05/14/2024

  The issue has been resolved. The company reached out and also processed a refund. Thank you for your help in coming to a resolution.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I shop at your store in *********** **. I bought two packages of pre-cut watermelon. When I got home and opened the packages I saw they both contained soggy, ****** ripe, deep red watermelon pieces with a foul odor that were clearly well past the date they should have been sold. Both packages indicated they were packaged on the same day I bought them 5/4/24 with a sell by date of 5/7/24. Either they took unsold expired packages off the shelf and recycled the contents with a new container and a new label/expiration date or (if they really were packaged for the first time yesterday) then whoever packaged them had to have seen they were in no condition to be sold but packaged them and put them on the self anyhow. This store's management knows that many senior citizens live in the neighborhood and don't drive so they have no other supermarket options available to them. As a result this store location takes full advantage of this fact by routinely selling expired products (fruit) that is well beyond the date it should be sold. It is both shameful and illegal.

  Business response

  05/11/2024

  Greetings ****************:
  
  We appreciate you taking the time to share your feedback with us. Please know that we take your concerns seriously and sincerely apologize for any inconvenience this may have caused you.
  
  We shared this with our Store Director, who assured us this is not the norm. The ****************** team frequently checks dates and freshness and would never change the date on a product. Out of an abundance of caution, the refrigeration unit has since been checked several times for mechanical issues, and the fruit bowls for quality concerns, so this does not happen again. 
  
  If you would like a refund/exchange, please return to the store and speak with the Manager;  they would be happy to assist you. In the future, if you have any concerns regarding quality or otherwise, we can help you at the store level, or you can call our *********************** at ************. 
  
  Again, we are sorry for any inconvenience this may have caused you. 
  
  Thank you, 
  
  ********************
  ***********************
  ********

• Initial Complaint

  04/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Acme advertised 2 day sale on chicken Beginning second day of sale not one Acme store in area had any of the sale chicken Typical bait and switch Get you in store for sale So you will buy something

  Business response

  04/09/2024

  Greetings *************************:
  
  We are sorry to hear you had issues with one of our sales, and we apologize for any inconvenience this may have caused you. So we can further investigate, can you please provide us with the location you shopped at? 
  
  We look forward to hearing from you soon. 
  
  Thank you, 
  
  ******************** 
  Customer Support Team

*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. ↩