Complaints

This profile includes complaints for Albertsons's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Albertsons

  PO Box 20 Boise, ID 83726-0020

• 

  Albertsons, Inc

  2201 N University Dr Coral Springs, FL 33071-6185

• 

  Albertsons

  1100 N John Young Pkwy Kissimmee, FL 34741-4201

• 

  Albertsons

  2200 Bell St Amarillo, TX 79106-4602

• 

  Albertsons

  2801 Sterlington Rd Monroe, LA 71203-2511

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:04/16/2025

  Type:Customer Service 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.

  I had an issue with multiple racist employees complained about Spanish speaking people, making fun of them, and saying that they don't care if they don't understand. Afterward, I complained with no response. That, a long with issues I have with business decisions that Albertsons has recently made, led me to want to delete my account. After chatting with customer service, I was not able to or allowed to update my password or to delete my account. I asked multiple times, and was not helped. As Albertsons has refused to allow me to update my account info or to delete my account, I have decided to file a complaint with the BBB.

  Business Response

  Date: 04/16/2025

  Greetings *****,
  
  Thank you for contacting us about deleting your account.
  
  We understand that you want to delete your account due to your previous store experience. To delete your account, please click this form: **************************************************************************************************************************** permanently delete your information. Please respond to the email within 5 days to continue processing your request. Requests not verified within 5 days will be closed for lack of verification. For requests to know or delete your personal information, we will send you a communication describing our response within 45 days. In certain cases, we may need up to an additional 45 days to process your request. If so, we will notify you within the original 45-day period.
  
  *******
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:04/08/2025

  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 ordered groceries using my ebt card yesterday. I got an email stating my groceries were delivered an a picture of outside the gate but no groceries. Went to look no groceries. Contacted Albertsons but was sent to do everything online. I have texted 2 live representatives that said 5 to 7 business days. When with ******* u get the money back on ur cards in less then 30mins.

  Business Response

  Date: 04/11/2025

  Greetings Nytara *********:
  
  Thank you for reaching out. After reviewing your order, we have processed a refund of $51.39 for order #********* to your EBT card. Please allow 3-7 business days for the funds to reflect.
  
  We understand the frustration caused by the missing delivery and the delay, and we appreciate your patience as we work to resolve this matter.
  
  Sincerely,
  ******
  Customer Support Team 
  Case: ********
  
  

  Customer Answer

  Date: 04/11/2025

   
  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,
  
  Nytara *********

• Initial Complaint

  Date:04/03/2025

  Type:Delivery 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.

  3/3/25, 7:45 a.m., Albertsons grocery delivery tried to substitute items when I have specifically noted in many places not to. They did not have over half of my order, yet refused to cancel it.

  Business Response

  Date: 04/03/2025

  Greetings ******** *****:
  
  Thank you for reaching out regarding your recent grocery delivery experience on March 3rd, 2025.
  
  We have reviewed your order (#*********) and can confirm that it was successfully delivered. We sincerely apologize for the substitutions made despite your request not to have any, and we understand how this caused frustration.
  
  As a resolution, we will be processing a refund for the substituted item(s) as well as the delivery fee amounting $8.03. Additionally, to compensate for the inconvenience, we will be adding a $10 online credit to your account, which you can use on your next order. Please note that this may take up to 24 hours to appear in your account, and you will see the credit on the checkout page. Once the credit is applied, it will automatically reflect in the total amount at checkout.
  
  We appreciate your understanding and are committed to improving your shopping experience.
  
  Sincerely,
  ******
  Customer Support Center
  Case: ********

  Customer Answer

  Date: 04/04/2025

   
  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.  We have a reason we do not want substitutions.  Please honor that.  Unavailable items should show up as such before we complete our order like ******* and Kroger do.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair 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.

  I have place a grocery order for TOMTHUMB (Order#*********) I'm unsure who is in charge of refunding my groceries that didn't get missing. I have called customer service which I'm being told ***** hours. I still do not have a response to a refund request. It is now 48hours for my first request and it was another request submitted the other day. I still don't have a response or my money back. I'm not sure what's going on. They told me the store refund and then someone else said customer service back team refunds. Which one is it because I'm confused?

  Business Response

  Date: 03/17/2025

  Greetings ****** ******:
  
  
  Thank you for contacting us. Upon reviewing your order, we have confirmed that it was delivered to the correct address with all items included, as per our records.
  Therefore, we regret to inform you that we are unable to process a refund in response to your request.
  Should you require any further assistance or clarification, please do not hesitate to reach out to us directly.
  
  ******,
  Customer Support Center
  Case: ********
  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23062666
  
  I am rejecting this response because: I don't know why nothing is noted on the account as many times as I have CALLED and opened support tickets because anyone can TAKE someone stuff from their door. Don't understand 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/20/2025

  Type:Delivery 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.

  I PLACED AN ORDER FOR DELIVERY, CHARGED DELIVERY FEE, DRIVER TIP, AND I WAS MISSING MULTIPLE ITEMS. I REQUESTED A REFUND, ONLY TO BE GIVEN THE RUN AROUND BY CUSTOMER SERVICE. I WENT IN STORE TO PURCHASE MISSING ITEMS, SAME DAY. AS I DO NEED THEM. I CONTACTED CUSTOIMER SERVICE TO ASK OF THE PROCESS. WHEN DELIVERY ORDER RELEASED TO DELIVERY DRIVER, ARE ITEMS VERIFIED ALL AS BEING IN ORDER TO BE DELIVERED, I WAS TOLD NO, THEY CANT CONFIRM THE PROCESS. I ASKED IS EACH STORE HAVING A DIFFERENT POLICY, I WAS TOLD NO. SO ME ASKING IS FOOD ITEMS VERIFIED IN ORDER PICK UP, IS THEN THE DRIVER KEEPING ITEMS? I WAS TOLD THEY CANT SAY. ITS UPSETTING TO BE OUT OF MONEY I PAID TWICE TO HAVE ONLY NO SOLID REASONING. ANY OTHER STORE IVE MADE ORDERS TO THEY CONFIRM ITEMS IN ORDER ARE PICKED UP/DELIVERED SO WHY DOES ALBERTSONS NEGELCT TO HAVE A PROCESS TO ENSURE ITEMS PAID FOR ARE BEING DELIVERED AND IF IT IS REPORTED NOT DELIVERED WHY DO THEY NOT CONFIRM OR HAVE A SYSTEM IN PLACE TO NOW WHERE SOMETHING WENT WRONG.

  Business Response

  Date: 02/21/2025

  Greetings ********:
  
  Thank you for reaching out to us regarding your recent order and the refund that you have requested.
  
  Based on our investigation of order *********, it shows that you requested this refund online on 02/17/2025, and a total refund amount of $83.79 was successfully processed today, 02/21/2025. This amount was sent to the payment method you used for this order, and an email confirmation for this refund was sent to your email address. It usually takes 3-5 business days for the refund to appear in your bank account, as this varies between financial institutions.
  
  Thank you for shopping with us.
  
  *******
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair 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.

  I was at "Market Street" grocery store on Febr. 9., 2025 and wished to place an order at the kitchen. The employees in the kitchen were all watching television, and ignored me and all the other customers. The other customers left after a while. I asked the kitchen employees if United (Market Street parent company) is paying them to watch TV on the job? They answered "yes", and laughed at me. I had no choice, bought some food in the store and sat down at a table and ate. The tables were dirty and disorderly. The employee in charge of cleaning the table was also watching television and started break-dancing. I asked him too if this is why United paying him, when the tables need cleaning? He answered "yes", and continued on with break dancing in front of the TV-set. I cleaned my table myself. This was the worst experience I had in a business in a long time, obviously management is not doing its job. Scores of customers could not get service at the kitchen, and I find it stunning that the employees, obviously with no fear of any disciplinary action, told me that they get paid for watching television instead working.

  Business Response

  Date: 03/04/2025

  Greetings ****** Sugar,

  Thank you for reaching out and sharing your experience at Market Street on February 9, 2025. We are concerned about the incident you encountered during your visit. This is not the level of service we strive to provide, and your feedback is vital in helping us address these issues.

  To assist us in resolving this matter and ensure it is shared with the appropriate store management, could you please provide the exact location of the Market Street store you visited, along with an alternate email address and a phone number associated with your account for follow-up purposes?

   

  Thank you for bringing this to our attention. We appreciate your time and patience.

  
  *******
  Customer Support Center
  Case ***********

  Customer Answer

  Date: 03/10/2025

  This is a message to *******, Customer Relations Specialist at **********************.

   

   

  Market Street

  3405 50^th Street

  Lubbock, **, 79413

   

   

  My contact information:

   

  Cell: *************

  Email: ****************************************************************

  Business Response

  Date: 03/20/2025

  Greetings ****** Sugar: 
  
  The Lubbock Regional Vice President has made two attempts to contact you, but has not received a response. We will continue to focus on coaching our team to maintain the highest standards of guest service.
  
  Sincerely,
  ******
  Customer Support Center
  Case: ********

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 22920027
  
  I am rejecting this response because:

  Market ***************** did not make any substantial effort to make good the shockingly bad customer experience that I had.

  It is clear that management has very seriously neglected its duties for years, and bad actor employees in the store feel empowered to punish customers as they please, with no fear of disciplinary action from store management, let alone terminating their employment. This case is now far beyond of BBB's authority, I have now contacted legal representation, we also file a complaint with the appropriate supervisory agencies of the State of *****, including to review *********** licence to operate a business in the State of *****. Hard working Texans don't need a business that brazenly abuse customers because they think they can get away with it. 

  
  Sincerely,
  
  ****** Sugar

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair 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.

  I've been a customer of ******************** since 2018 and have their app which sends weekly emails with coupons for groceries savings. In September 2024 I joined *********** Fresh Pass online program to order groceries online and have them delivered for free for $12.99 per month. Satisfied with the program until the end of November when I discovered I could no longer access my account through the app. This resulted in me no longer being able to get weekly coupons or ordering groceries online or contacting *********** to resolve the problem. In addition ******************** continues to collect the monthly subscription of $12.99 per month (December, January and February). I'm requesting you to contact *********** on my behalf to cancel the Fresh Pass Subscription. Thank you

  Business Response

  Date: 02/27/2025

  Greetings ****** *****:
   
  Thank you for reaching out to Albertsons Customer Support.
   
  We reviewed your account and can confirm that your February 2025 subscription was successfully canceled, the refund will reflect within 3-5 business days. As you mentioned, you contacted us on February 25 2025, to cancel your subscription, and typically, cancellations requested after the billing period would make the account ineligible for refunds for previous months, such as December and *******.
   
  However, after carefully reviewing your account, including confirming there were no online orders during that time, we are happy to inform you that we are making an exception in your case. We will be issuing a refund for your December and ******* ********* subscription charges, totaling $25.98 ($12.99 for each month).
   
  The refund for December and ******* will be processed, and you will see it reflected in your account within 5-7 business days. We appreciate your understanding, and we hope this resolves your concern.
   
  Thank you for being a valued customer of **********************!
   
  ****, 
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair 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.

  I have shopped at Albertsons for years. They have digital coupon deals which are very problematic and often do not work the way they're supposed to and take a lot of time to be able to get the digital deal. I use the app and then you have to search for the item save it to your cart scan the barcode for each item and then present it to the cashier. This whole process is annoying takes too much time and many times when I'm in line people have problems in front of me which further delays the time that it takes me to check out as well as others. I shop at other stores as well and I never have these types of issues. My opinion is that no different than the other discounts given that you just use your phone number have the same process without all the other Hoops to have to jump through as far as I'm concerned it is a waste of my time and other people's times and disrespectful to the customer. Almost every time that I shop in Albertsons either myself or someone in front of me is having problems with these digital coupons not working properly. Yesterday when I was shopping I had to speak with a store employee and then a manager to get the coupons to work correctly which took about 15 minutes of my time. Additionally the manager of the store informed me that he has brought this to the attention of the regional managers and they say it's a corporate problem and they can't do anything about it. It almost sounds like you guys are a government agency and the nonsense that's going on. The fix is very simple and will make your customers more happy tie it to the phone number and cut out all the other nonsense. Is it really worth it to lose customers and irritate them. While I was in the line checking out there were other people complaining and talking to me regarding this deceptive business practice. You should not have to jump through all those Hoops to get a deal. I will be reposting this on social media until Albertsons make changes and respect their customers.

  Business Response

  Date: 02/25/2025

  Greetings *** ****:
  
  Thank you for bringing your concern regarding the digital coupon system to our attention. Your suggestion to link the coupons to phone numbers, as other stores do, is indeed a simple and efficient solution that could significantly reduce frustration.
  
  We appreciate your feedback and will gladly forward this to the appropriate team to consider for system improvements.
  
  Thank you for helping us enhance our services.
  
  
  ****
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22951586
  
  I truly appreciate your response and your thoughts to make this digital coupon experience better for everyone. Since you are in agreement with my suggestion could you please kindly let me know if and when this will be implemented and I'm sure if you do the stores will not be burdened with issues resulting from this program and customers will be happier not having to waste their time and the lines will be less problematic with people having issues with digital coupons when checking out.. please advise and I'm sure once this is resolved many people as well as myself will leave positive feedback regarding the Improvement of this program as the frustration for a long period of time has been at the very least disappointing and knowing that the management at the corporate level has neglected to interact with the stores to understand this problem initially.
  
  Sincerely,
  
  *** ****

  Business Response

  Date: 03/04/2025

  Greetings *** ****: 
  
  At this time, we have not yet received a response from the team. We'll keep you updated on the progress and any timelines for implementation. Our goal is to address the current challenges, reduce wait times, and ultimately create a better experience for everyone involved.
  
  We truly appreciate your input, and once this is resolved, we're confident that many others will also appreciate the changes. Your feedback will help guide us in making the necessary improvements.
  
  Thanks again for your understanding and for taking the time to share your thoughts.
  
  
  ****
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:02/12/2025

  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.

  In September 2024 on ******************** app I joined the Fresh Pass Subscription for purchasing groceries online and free delivery for $12.50 per month. At the end of November *********** denied me access to my account on the app with error code for blocked due to security. Without access to app for communication or explanation for the security block I need BBB to help with this issue. ******************** continues to collect the monthly subscription of $12.50 and I have no way of canceling. I want to know what security threat I am, cancel my subscription and a refund for December and January subscription payments.

  Business Response

  Date: 02/24/2025

  Greetings, ****** *****:
  
  Thank you for reaching out to us regarding your concern with logging into your account. We have checked and can confirm that your account is still active. Please try checking your VPN settings or using your Wi-Fi and Data connection, as these might be causing the application to be blocked.
  
  For any other FreshPass concern you can contact ************.
  
  ****
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 02/25/2025

  Just letting you know that Complaint ******** against *********** has been resolved. *********** gave me a contact number and I was able to cancel my Fresh Pass Subscription. Thank you for your assistance. 

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair 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.

  My account has been completely disabled. I logged into my account and could not place an order. App showed a number to call. I called the number and was told my debit card was the issue and I knew that was a lie. *** said to try in a few hours and when I did....BOOM...account. disabled. This time the app gave me a different number to call to reactivate it. This incompetent *** states she had no idea why it was disabled and unable to help. What type of mess is this?? Why would the account be disabled and further more why isn't anyone telling me why??? If you don't want me as a customer just say that. I've been using the app for a while and would get those errors at times but it would soon work. So I have no idea why they would do that. It's aggravating and I would like an explanation.

  Business Response

  Date: 02/02/2025

  Greetings ******* ******:
  
  The Terms of Use listed on our website, which we will link below, state that we reserve the right to suspend or terminate your account, with or without notice to you.
  
  ************************************************************************************************************
  
  You agreed to these terms when you opened an account, and the company exercised its right, per the terms, to close it. 
  
  Thank you, 
  
  ******** *.
  Customer Support Team
  ********

  Customer Answer

  Date: 02/02/2025

   
  Complaint: 22850240
  
  I am rejecting this response because:
  

  So you all just pick and choose random accounts to close for no reason at all? I understand that I accepted the terms and that you all may terminate accounts without knowledge but this doesn't give a reason as to why as I didn't do anything wrong. I would like an explanation please. 

  Sincerely,
  
  Jessica